Architect Channel: WhatsApp

WhatsApp channel is one of the most common messaging channels with its increasing popularity. Being available on the mobile devices, it creates an immediate connection with users with personalized and interactive content.

A WhatsApp message consists of a template that is registered and approved beforehand, dynamic variables on the template, action buttons that are defined on the template, and response messages.

You can use WhatsApp channel in your journeys in many use cases such as cart reminder, browse abandonment, and post-purchase messages. 

How does it work?

When a user reaches the WhatsApp element in a journey, the system first checks if they are reachable on the WhatsApp channel. If they are, they receive the notification. If they are not, they drop from the journey.

The reachability function checks a user's WhatsApp opt-in and GDPR opt-in. For more information on WhatsApp opt-in collection, refer to Subscriber Base.

The journey does not attempt to send a user any messages over WhatsApp if:

• Their WhatsApp opt-in is false.
• Their GDPR opt-in is false.
• WhatsApp Opt-Out is true (if the user opted out from WhatsApp).

If your company obtains your users' consent in compliance with the local regulations, make sure to pass the GDPR opt-in field to Insider. If you want to stop collecting and processing the data of an identified user, GDPR opt-in field should have the false value. Insider cannot be held liable if these obligations are not fulfilled and reserves the right to seek compensation from your company.

Tips and Tricks

Architect enables you to design smart journeys to reach the right users. You can use the Check Reachability element before adding the WhatsApp element to understand whether users are eligible to receive a message on WhatsApp. To ensure that you do not lose users from the flow, you can also take other actions on users or send them messages via other channels.

You can use either a single message or a conversational message type that includes interactive buttons. You can also add dynamic content to the template as a variable, and response messages.

Use Cases

Using WhatsApp helps you:

• promote your best-selling travel packages to your subscribers.
• send a tailored booking confirmation in real-time.
• welcome your subscribers in real-time after opt-in.
• influence your users to make their first purchase.
• drive repeat purchase with a replenishment trigger.
• recover lost revenue with timely cart reminders.
• re-engage with your inactive users and collect feedback.
• influence browse abandoners to come back.
• send a personalized birthday wish to VIP customers.