Lines
Creating a New Line
A WhatsApp Line links a WhatsApp Business number to a Provider and associates a Referral Strategy with that pair. In other words, it allows you to connect a WhatsApp message to an OMniLeads campaign in a direct or interactive way.
Basic Data
To create a Line, go to Connections -> WhatsApp -> Lines and click "+ (New)" to complete the wizard. The first section contains Basic Information:
Name: This is the name you want to give to the WhatsApp Business line.
Provider: This is the provider registered in the Providers section. In the example, "Whatsapp Main" is the provider corresponding to the GupShup BSP.
Carrier Data Using GupShup
The second section incorporates Carrier Data itself, with the objective of connecting the API with the OMniLeads Channel Orchestrator:
Number: Numeric field that OMniLeads will associate with a valid WhatsApp Business number.
App Name: Name of the application created in GupShup, which associates the WhatsApp Business number with a specific webhook (callback URL) that will point to the OMniLeads instance.
App ID: Identifier of the Application created in GupShup, which associates the WhatsApp Business number with a specific Webhook (Callback URL) that will point to the OMniLeads instance.
The following figure shows an example of a GupShup account, whose "OMLWhatsappAPI" application in Control Panel -> Whatsapp links the business WhatsApp Business number with the URL from which we will reach the OMniLeads instance that will receive/send messages.
Carrier data using Meta
For Meta, we will configure the following fields in the Wizard form:
Where we must fill in the fields indicated below:
Phone Number Identifier: This is the identifier provided by Meta (note: this is not the phone number).
WABA ID: Whatsapp Business Account identifier.
AppID: identifier of the App generated in Meta for Developers.
Verification Token: This is the token selected when configuring the Webhook in Meta for Developers.
Connection Data
The last section includes the Connection Data, where the Time Group and derivation strategy are defined:
Time Group: Allows you to select a time group to which the service and referral strategy should be aligned. This time group must be created in the Resources -> Time Groups menu. If a message is received outside of the defined service hours, the orchestrator will automatically send the configured Out-of-Hours message.
Welcome, After Hours, and Farewell Messages: Allow you to select message templates that were previously created in the Resources -> Message Templates menu.
Referral Destinations
In the Destination section, the derivation strategy is defined:
Direct: Any lead/prospect/client who sends a message to the WhatsApp Business number within the configured Time Group will receive the automatic Welcome Message and will be forwarded to the General Inbox of the campaign selected in the Destination field, where agents can assist them from the WhatsApp Toolbar.
Interactive / Smart IVR: Every lead/prospect/customer who sends a message to the WhatsApp Business number within the configured Time Group will receive an automatic Welcome Message with Routing Options. Depending on the option selected, they will be forwarded to the General Inbox of the target campaign corresponding to the configuration. Agents can then assist them from the WhatsApp Toolbar.
Interactive menus can be nested by adding data blocks using the "New" button. Options can also be entered using the "+" button, and they must be related to the Welcome Message configured in the Wizard.
Fields for each option:
Value: is the text sent by the user, according to the options provided by the Welcome Message.
Description: Descriptive text of the option.
Destination Type: type of campaign to configure as a destination.
Destination: name of the campaign that will ultimately be the destination of the interactive message.
When you finally click "Save", the line is ready to receive/send WhatsApp messages.
About WhatsApp Approved Templates
WhatsApp Approved Templates are message categories that Meta uses to start a new conversation from the Company in a secure and authentic manner. Their main objective is to protect the recipient from unwanted messages.
Per Meta's contact rules, it's important to clarify that WhatsApp Business API maintains a conversation lifecycle of 24 hours. In other words, after this time, the conversation "expires."
When faced with an expired conversation, an agent can only resume it by sending a WhatsApp Approved Template. If—and only if—the recipient replies to the message, the conversation becomes accessible again, and the agent can continue sending free text. The same rule applies to sending outgoing messages to recipients with no ongoing conversations.
To make this outreach logic possible, OMniLeads automatically synchronizes Approved WhatsApp Templates using the APIs provided by the BSP (GupShup), or by Meta itself if this integration has been selected. This way, they are available in the Campaign that uses the line:
From this view, it is possible to activate/deactivate templates to limit their visibility in the campaign.
To create WhatsApp templates and make them available on the configured line, you must access the Templates tab of the Provider management platform (currently, GupShup and Meta) and create the templates according to the categories established by Meta.
At the moment, 3 categories are recognized:
Marketing
Utility
Authentication
For more information about them and their use cases, we recommend consulting the official template category documentation.
Below are some examples of templates in the supported providers:
Templates in GupShup
Templates in Meta Business The WhatsApp Campaigns section explains in detail how to activate the WhatsApp channel for an incoming campaign.
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