Create a WhatsApp Campaign

Make sure the following configurations are complete:

• Configure WhatsApp
• Configure WhatsApp Providers
• Configure WhatsApp Templates

Perform the following steps to create a WhatsApp campaign:

1. On the sidebar menu in MoEngage, hover over the Engage menu item . The Engage menu appears.
2. Click + New Campaign. You can also click All Campaigns on the Engage menu and then click + Create campaign on the All campaigns page.
3. On the New Campaign dialog box, under Messaging Apps, click WhatsApp.
4. Select one of the following campaign delivery types:
   • One Time
   • Periodic
   • Event Triggered
     For more information about delivery types, refer to Delivery Types.

The WhatsApp campaign creation page is displayed.

Steps to Create a WhatsApp Campaign

The campaign creation process involves the following three steps:

1. Target users: Define the target audience for the campaign.
2. Content: Define the content of the campaign to be sent.
3. Schedule and Goals: Define the campaign’s delivery schedule and goals.

Step 1: Target Users

This section contains the following:

Campaign Details

The campaign details section contains the following fields:

Teams: If your organization has teams enabled, select a team in the drop-down list. When you select a team, MoEngage automatically applies the team filter to your target audience. For more information, refer to Teams in MoEngage. Campaign name: Enter a name for the campaign to manage and identify the campaign. The campaign name must have at least five characters, and the limit is 256. Campaign tags: Select campaign tags from the drop-down list. You can select a maximum of five tags. For more information, refer to Campaign Tags. Trigger criteria: This field appears only if you select Event-Triggered as the delivery type. You must add the specific trigger criteria that launch your campaign. Note: If Portfolio is enabled for your workspace, you can create advanced event-triggered campaigns that are initiated by user actions in one project (brand) to send a message from another project (brand). For more information, refer to Create an Event-Triggered Campaign.

Select Audience

This section contains segmentation filters that help you choose the target audience for your campaign. The following options are available:

All Users

Select this filter option to send the campaign to all app users. When you use this option, you cannot add multiple filters.

Filter by User Property

Select this filter option to target users based on user properties such as first seen, last seen, city, and so on. Click the User property tab and perform the following:

1. Select the desired attribute in the drop-down list. This enables the filters based on the attributes selected. For example, attributes that are numbers can have filter conditions such as ‘is equal to’, ‘is not equal to’, ‘is between’, and so on, while string attributes have different filters.
2. Enter the filter value(s) to create the desired user segment.
3. Click + Nested Filter to add a filter to create nested AND or OR conditions (this is optional).

For more information, refer to Create Segments.

Filter by User Behavior

Select this filter option to target users based on their behavior, such as app/site opened, viewed product, and so on. Click the User Behavior tab and perform the following:

1. Select the execution condition and the desired user activity (event).
2. Enter the event frequency and time duration for the event execution.
3. Click + Attributes and add an event attribute with a filter condition.
4. Enter the filter value(s) to create a rule.
5. Use the + Aggregation button to add the aggregation functionality. For more information, refer to Aggregation Operations.
6. Click + Nested Filter to add a filter to create nested AND or OR conditions (this is optional).

For more information, refer to Create Segments.

Filter by User Affinity

Select this filter option to target groups of users created based on the user performing an action with a specific attribute value. For more information, refer to User Affinity. Click the User Affinity tab and perform the following:

1. Select the desired user event or attribute.
2. Select the user affinity parameter from the following:

• Predominantly: Select the affinity attribute with a filter condition and provide the affinity values.
• For a minimum of: Select the affinity attribute with a filter condition and provide the affinity values.
• Most no. of times: Enter a value or use the arrows to provide the top percentage of users.
• Least no. of times: Enter a value or use the arrows to provide the bottom percentage of users.

3. Enter or use the arrows to provide the time duration for the event execution.
4. Click + Attribute to add more attributes to the filter.
5. Click + Nested Filter to add a filter to create nested AND or OR conditions (this is optional).

For more information, refer to Create Segments.

Filter by Custom Segment

Select this filter option to select a custom segment as the target audience.

1. Select a custom segment as the target audience from the list of custom segments available.
2. Click + Nested Filter to add a filter to create nested AND or OR conditions (this is optional).

For more information, refer to Custom Segments.

If you have the Portfolio feature enabled, you can create user segments by combining user data and behavior from different apps and websites (Projects) within your workspace. For more information, refer to Segmentation in a Multi-Project Portfolio.

If teams are enabled for your account, you will be able to see the custom segments created by your team. The segmentation criteria specified for the team for which you are creating the campaign will get appended to the segmentation filters with an AND condition. For example, if the segmentation criteria for your team is the set of _users whose last known city is Los Angeles_and you have selected users who’ve purchased a product within the last 3 days as the target audience for your campaign, your target audience would be users who have purchased a product within the last 3 days and whose last known city is Los Angeles. For more information, refer to Teams in MoEngage.

This is an add-on feature. Please contact your MoEngage CSM (customer success manager) or the Support team to enable it for your account.

After selecting the filter criteria, you can perform the following as well:

• Create Multiple Filters: You can create and combine multiple user property rules, user activity rules, and custom segment rules to create a complex user segment using this option.
  1. Click + Filter.
  2. Click AND or OR.
  3. Select the attribute or event and define the filter conditions.
• Exclude Users: Select this checkbox to define the filter criteria for users to be excluded from the campaign.
• Send campaign to the users ignoring Opt-in preference: Select this option to send campaigns to all users in the target segment ignoring their opt-in preference. This ensures full compliance with messaging regulations and prevents unwanted communication. For more information, refer to Prerequisites.
• Reset filters: Click this option to reset the segmentation filters.
• Show count: Click this button to display the total number of users who are currently in the configured segment.

Campaign Audience Limit

This feature empowers you to control campaign reach and expenditure by capping the number of users who receive it based on engagement metrics like sends, impressions, and conversions. It allows you to set total, daily, or instance-level limits to campaigns. For more information, refer to Campaign Audience Limit.

Control Groups

In the Enable control groups section, turn the Global control group toggle on to not send the campaign to all the users in the control group. For more information, refer to Global Control Group.

Click Next or use the tabs at the top of the create campaign navigation to move to Step 2: Content.

Step 2: Content

This section describes how to add content to the WhatsApp campaign.

1. Select the sender.
2. Search or select one of the templates from the drop-down. For more information, refer to WhatsApp Templates.
3. Customize the content as defined in the template.

Personalization in WhatsApp

To personalize the content of your WhatsApp campaign,

1. Enter @ in the fields appearing under the Content section. The fields vary based on the selected sender and template.
2. The WhatsApp Personalization pop-up window is displayed, where Data personalization, Content blocks, and Aux data can be personalized.

For more information, refer to Personalize WhatsApp campaign.

Click Tracking

You can also track clicks on links in your WhatsApp messages. MoEngage supports click tracking for the following link types:

Link Type	Click tracking support for Infobip	Click tracking support for Gupshup	Click tracking support for Karix	Click tracking support for Kaleyra
Placeholder links in Message Body(1 or more)	Yes	Yes	Yes	Yes
Call Button	No	No	No	No
Quick Replies	Yes	Yes	Yes	Yes
Navigation Buttons	Only using Dynamic Link Tracking in the templates where links are fully configurable	Only using Dynamic Link Tracking in the templates where links are fully configurable	Only using Dynamic Link Tracking in the templates where links are fully configurable	Only using Dynamic Link Tracking in the templates where links are fully configurable

Placeholder Links in the Message Body

You can track links in the body if they have been defined as placeholders in your WhatsApp Template by turning on the Shorten and track URL for toggle, as shown in the following image:

URL Shortening - Things to Note

The following points are to be noted for URL Shortening:

1. Shortened Links expire in fourteen days and cannot be tracked after expiry. When a customer opens a link beyond its expiry, they see a “This link is no longer active” message.
2. If user and event attributes are used in the shortened links, the attributes’ names must abide by the following:
   1. They must not contain spaces.
   2. If the attributes contain links, their values should not contain http:// or https://. These can be added before the attribute to shorten the link.
3. Special characters such as apostrophes and commas are not supported in shortened links.
4. Multiple JINJA operations are not supported in links that are to be shortened. For example, using a Content API link in a Product or vice versa (in a link that is to be shortened) is not supported.

Dynamic Link Tracking

To use dynamic link tracking:

1. The template you submit for WhatsApp partner approval must have this URL: https://ux.mnge.co. The ‘x’ in the URL refers to the MoEngage Data Center (DC). MoEngage hosts each customer in a different DC. You can find your DC number (value of X) and replace the value of ‘X’ in the URL by referring to the DC mapping here.
2. Create a template in MoEngage with the following configuration:
3. When creating a campaign, add the URL desired. Links will be shortened automatically.

MoEngage recommends that you verify your WhatsApp message displayed in the preview.

Adding UTM Parameters

If the UTM parameters are enabled in the general settings, the UTM parameters toggle for the current WhatsApp campaign is turned on. For more information, refer to Setting Up General UTM Parameters at Account Level.

You can set UTM parameters for campaigns individually. The changes you make in the UTM parameters for a campaign override the general settings. The changes are applicable only to the specific campaign you are creating or editing, and they do not impact the general settings. For more information, refer to Adding UTM Parameters to Campaign.

Test Campaign (optional)

Test campaigns enable previewing the campaign on a test device to ensure that your notification is conveyed in the manner that you desire.

You can test the campaign you created by selecting any of the following options and providing the value for the attribute chosen for your test user:

• Unique ID

• Email ID

• Mobile Number (Registered With MoEngage)

• Mobile Number (External/Not Registered with MoEngage)

• Google Advertising identifier

• iOS Identifier For Advertising

• Device Push Token

• Custom Segment

  

Click Next or use the tabs at the top of the Create Campaign navigation to move to Step 3: “Schedule and Goals”.

Step 3: Schedule and Goals

This section contains the following:

• Delivery Schedule: Choose when the campaign should be delivered to your users and the periodicity of delivery.
• Conversion Goals: Choose the conversion goals and revenue metrics to be tracked for the campaign.
• Delivery Controls: Choose the advanced delivery control options such as throttling, frequency capping, and expiration settings for the notification.

Delivery Schedule

One Time

As soon as possible

Choose this option to send the campaign immediately to the target users.

At specific date and time

Choose this option to send the campaign at the specified time, time zone, or predicted time. This section helps you send the campaign on a specific date and time, and it contains the following fields:

Periodic

Choose this option to send the campaign periodically on a specified date and time. The following fields are available in this section:

• Campaign time zone: The timezone in which the campaign should be sent.
• Start date: The date on which the campaign should be sent.
• Send time: The time at which the campaign should be sent. Select am or pm depending on the time of day.
• Periodic: The periodicity of the campaign. You have the following options: Daily, Weekly, and Monthly.

  Periodicity	Description
  Daily	Repeat every: This option lets you specify the number of days after which the campaign should be repeated. For example, if you choose to repeat every 3 days and the campaign starts on Monday, it will run again on Thursday.
  Weekly	Repeat every: This option lets you specify the number of weeks after which the campaign should be repeated.For example, if you choose to repeat every 3 weeks and the campaign starts in the first week, it will run again in the fourth week. Repeat on: This option lets you specify the day(s) of the week on which the campaign is to be sent. For example, if you wish to send the campaign every Monday, Wednesday, and Friday, select these days in this option.
  Monthly	Repeat every: This option lets you specify the number of months after which the campaign should be repeated. For example, if you choose to repeat every 3 months and the campaign starts in January, it will run again in April. Repeat on: This option lets you do the following: Days of month: Choose this option for repeating campaigns that are date-specific. Select the date(s) of the month the campaign is to be sent. For example, to send the campaign on the 5th and the 25th of a month, select the 5th and 25th in the calendar widget. Note: If the selected date(s) doesn’t exist in the specified month (as it is a shorter month), a campaign will be sent on the last date. For example, if the 30th and 31st are selected and the month is February, one campaign would be sent on the 28th. Days of week: Choose this option to specify the day(s) of the week on which the campaign is to be sent. For example, if you wish to send the campaign every Monday, Wednesday, and Friday, select these days in this option. Note: In case of a day of the week not existing in a month (for example, fifth Saturday), the campaign would be skipped for that instance. And in case of overlap (for example, 4th Monday and last Monday), only one instance would be sent.

• Ends: The date on which the campaign ends. The following options are available:
  • Never: The campaign is scheduled to run daily.
  • On: The campaign ends on the date specified in the End Date field.
  • After: The campaign ends after the number of occurrences specified in the occurrences field.

Event Triggered

Choose this option to engage the right users (through segmentation) at the right time (through event triggering). The Active continuously option is selected by default under Send campaign and the following fields are available in this section:

Field	Description
Campaign time zone	Select the campaign time zone in which the campaign is sent
Start date	Set the start date at which the campaign is sent.
Send time	- Set the send time at which the campaign is sent. - Select am or pm.
End date	Set the end date at which the campaign is stopped.
End time	- Set the end time at which the campaign is stopped. - Select am or pm.

When will event triggered campaigns be sent?

The campaign will be sent only when:

• The event property/attribute being used to create these types of triggers (like the flight_time example) is in a valid date-time format. If it is not in a date-time format, the string should have data in one of the supported formats. If the selected attributes do not contain data in any of these formats, the campaign won’t be sent to your users.

• The date/time value from the attribute is greater than the time at which the trigger condition is fulfilled.

• The date/time value from the attribute is less than 30 Days + the time at which the trigger condition is fulfilled. For example, if your trigger condition is fulfilled at date D, your notification will be sent only when the attribute value is less than D+30.

• The intelligent delay optimization (With Delay) does not work for campaigns sent on relative timing.

  

Conversion Goals

You can add conversion goals to track the business metrics for your campaigns. You can track a maximum of five conversion goals. You can choose any app event as a conversion goal activity and set more than one conversion goal. The first goal will be treated as a primary goal.

For example, if you want to track the number of customers who have purchased an iPhone after your campaign was sent. (Event: Purchase event, Product: iPhone). Your conversion goal setup might be similar to the following image:

With multiple conversion goals, you can track more than one business metric or visualize a funnel for your user actions. For example, if you want to check the following, you can do so with multiple conversion goals.

• How many users have viewed the product page?
• How many of them added that product to the cart?
• How many of them made a successful order?

Tracking Revenue Performance (Optional)

With MoEngage, you can track the revenue generated by your campaigns. For example, you can track the revenue generated by your product after sending a communication. To track revenue performance, enable the Revenue performance toggle for the conversion goal for which you want to track the revenue. In the example here, to track revenue for orderSuccessful events, you must enable the Revenue performance toggle.

After choosing the goal, you can select the numeric attribute that captures the order’s total monetary value. In this example, cartValue contains the total order value. You can choose the currency in which your monetary value is being reported.

Set Attribution window: You can set an attribution window (a time period or window that is calculated since the user has received/clicked the campaign, for which you want to attribute the conversion goals to a specific campaign.) The default duration is set for 36 hours while the maximum attribution window can be set up to 10 days. In the example below, the attribution window is set to 5 hours.

Delivery Controls

Delivery Control for One Time, and Periodic Campaigns

This section contains the following options:

Frequency Capping

This section contains the following options:

• Ignore frequency capping: Enable this toggle to ignore the frequency capping limit for this campaign. For more information, refer to Frequency Capping.
• Count for the frequency capping: Enable this toggle if you want this connector to be counted for frequency capping limit.
• Request limit: Set the request limit to send the Connector campaign notifications. The minimum throttling of message requests is 10000 per minute. For more information, refer to Throttlling.

Delivery Control for Event Triggered Campaigns

This section contains the following options:

Minimum delay between two messages: Set the minimum time gap between two messages received by the same user. Ignore DND settings: Enable this toggle to ignore the DND settings. Ignore frequency capping: Enable this toggle to ignore the frequency capping limit for this Connector campaign. For more information, refer to Frequency Capping. Count for the frequency capping: Enable this toggle if you want this connector to be counted for the frequency capping limit.

Your campaign is now ready to be sent. Click Publish and confirm in the dialog box and your campaign is created.

Next Steps

After successful campaign creation, the campaign info page is displayed and you can view the campaign performance stats such as sent and delivered as described in Analyse WhatsApp Campaigns.