Name: Exploring the Conversational Channel WhatsApp Template Messaging in SAP Emarsys
Uploaded: 2025-5-23
Duration: 454 s
Description: This video explores the creation and management of Conversational Campaigns in SAP Emarsys, featuring real-time marketing messages through WhatsApp Template Messaging and a comprehensive Sinch setup.

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<div><div>This video explores the creation and management of Conversational Campaigns in SAP Emarsys, featuring real-time marketing messages through WhatsApp Template Messaging and a comprehensive Sinch setup.</div></div>

Exploring the Conversational Channel WhatsApp Template Messaging in SAP Emarsys

Welcome! In this video, you will learn about creating and managing Conversational campaigns in SAP Emarsys. The Conversational Channel enables you to send marketing messages to your customers in real time. Currently, this channel only supports Template Messaging  via WhatsApp, which is a form of one-way communication.  In the future, you will be able to continue  a conversation  with your contacts beyond their initial touchpoint and accompany them through the whole customer life-cycle journey to increase customer satisfaction and engagement.  Now to our use case. Your customer, Yumiko, places an order over the weekend.  Once the package leaves the warehouse, you want to send her a WhatsApp message  with the shipping status and details.  Additionally, you include a special discount code   in the message as a thank-you for her purchase, which she can use on a future order.  To send messages to your customers,  you have to connect your Sinch  and Emarsys accounts. Let’s do it together.  I navigate to Channels,   Conversional Channel to set up my connection.  Here I enter the Project ID,  App ID, Key ID, and Secret Key from my Sinch account, set the same Environment as in Sinch and click Connect Sinch Account. If you already have a Sinch connection set up, and you want to verify your settings,  click here and check the provider settings and the Webhook configuration status. Next, enable revenue tracking on the Revenue Attribution page  to see the revenue impact of this channel across reportings and dashboards like Campaign Analytics. I'd like to create a WhatsApp template that lets me use multiple languages,  and CTA buttons.  Let's see how to do it in Sinch. In my Sinch account,  I go to WhatsApp, Message Templates  and click Create Template. I choose a name that clearly describes  the template’s purpose and select the category that best fits my message.  These are the categories: Marketing. Perfect for messages like abandoned cart reminders,  back-in-stock alerts, or seasonal promotions. Utility: Ideal for sending shipping notifications, order confirmations,  or updates on device logins.  Authentication: Use this for one-time codes or password resets. For our example,  I pick "Utility"  because we want to send a shipping notification. Next, I enable the multi-language option to include a German version alongside the English one.  Then, I click Create Template. Now, I can decide if I want to add text or media header, for example to attach a document or add an image. Then I write my shipping status message  to the Body text area  along with samples for the personalization fields. I add a Call-to-Action button  redirecting to the package tracking site  so my clients can check the shipping status of their packages more easily.  For that,  I select the Action type  and specify the Button text.  Then, I choose the URL type,  add a Website URL,  and include a Dynamic URL sample. Finally, I save the template  and repeat the process for the German version. Every language needs to be saved  before moving to configure the next one.  Your completed WhatsApp template must then be submitted   for validation by Meta,  which typically takes no more than a couple of hours.  After that is it available for use in your Emarsys account.  Now that I’m done with setting up the Sinch side, Let’s create a new Emarsys WhatsApp campaign  with the shipping status and details.  Here, I name my campaign.  The recipient source is pre-configured since Conversational campaigns can only be launched  through Automation programs. Next step is content creation. where you can now select the template,  you previously created. The options available in the Message Mapping section  will depend on the specific template that you have submitted. Here, you can configure various elements such as personalization tokens, links,  CTA buttons and insert content from the Media Database, if your template supports images,  videos, documents, or location media types. I select my template with the dynamic CTA button and enable Link Tracking and Link Shortening. The message body includes the token options that were previously set for the template. I insert the ‘First Name’ personalization token,  and an ID field for the tracking number  and another for the voucher and finally, I set the Call-to-Action Button field. Then, I set the German language version as well. Now I can send a Test Message.  It looks great! I can activate the campaign. I navigate to the Automation overview page  and edit my delivery update program. Contacts must opt-in to receive WhatsApp messages,  so I created a 'WhatsApp opt-in true' contact segment,  which I select now. Then I add a WhatsApp node, and I select my campaign from the drop-down list.  Finally, I activate the program. Once the Automation program is running,  let’s allow some time for data collection to provide meaningful reporting insights.  Back to the Conversational Channel overview page.  Here, you can: Search for your campaigns. Filter them by status. Customize the columns to display relevant information such as campaign name, status, and creation date. Edit existing campaigns and review the reports of active campaigns.  The Reporting icon leads to the pre-filtered Campaign Analytics page with the selected campaign.  You can set a specific date range and filter the data based on a selected segment. You can evaluate how your audience interacts with the Conversational message by analyzing key metrics:  sent, delivered, opened, and clicked. Hover over the chart to see statistics  of the selected metrics for each day,  which you can view in total numbers or rates. That concludes our session on how to create, manage, and analyze Conversational Channel campaigns in SAP Emarsys.   I hope you enjoyed this session. Thank you for your attention!