Infobip

Understand how to integrate Infobip with CleverTap for WhatsApp communication

Introduction

CleverTap users can now leverage the WhatsApp capabilities of Infobip to communicate with their customers:

  • Sending just-in-time offers to customers to drive purchases
  • Gathering feedback about services
  • Keeping customers informed and more

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Support For Integration

This integration is completed by Infobip, and they are dedicated to maintaining and enhancing it. The CleverTap and Infobip integration has undergone stringent testing to ensure seamless functionality. For any questions or issues, contact Infobip for support and resolution.

Prerequisites for Integration

The following are the prerequisites:

  • You must enable a WhatsApp Connect add-on on the Clevertap account in addition to the basic or essentials price plan.
  • The WhatsApp onboarding must be completed for the phone number to be used with CleverTap.
  • You must have Infobip's user credentials.
  • The Infobip API endpoint - https://clevertap-whatsapp.ibintegrations.com/api/sendmessage.

Integrate Infobip with CleverTap

This process involves the following three steps:

  1. Find Infobip Details.
  2. Configure CleverTap Dashboard.
  3. Set Up CleverTap callbacks in Infobip.

Find Infobip Details

We recommend that you keep the API endpoint and Login Credentials handy before starting with the configuration on the CleverTap dashboard:

To find these credentials:

  1. Navigate to your Infobip dashboard.
  2. Create a new user from Account > User profile.
    We recommend creating a separate user for the Infobip-CleverTap WhatsApp integration. Use these user credentials to authenticate the Infobip API and provide basic authentication on the CleverTap dashboard. For more information about user management, refer to Manage Infobip Users.
The New User screen on the Infobip dashboard to create a new user

Infobip Dashboard

  1. Navigate to Channels and Numbers > WhatsApp > Senders tab to find the WhatsApp number.
  2. Copy the WhatsApp phone number and keep it handy for further use.
The sender tab on the Infobip dashboard shows the WhatsApp Number

Copy WhatsApp Phone Number

Configure CleverTap Dashboard

To configure the CleverTap dashboard:

  1. Navigate to Settings > Channels > WhatsApp from the CleverTap dashboard.
  2. Click + Add Provider and select Generic (Other) from the dropdown.
Add a WhatsApp Provider

Add a WhatsApp Provider

  1. Enter the following details:
FieldDescription
ProviderSelect Other (Generic) from the dropdown list.
NicknameEnter the nickname as Infobip or Infobip <10-digit phone number> for easy reference.
Mobile NumberEnter your phone number onboarded to WhatsApp API by Infobip.
Request TypeEnsure the Request Type is Post.
HTTP EndpointEnter HTTP Endpoint as the following: https://clevertap-whatsapp.ibintegrations.com/api/sendmessage
AuthenticationSelect Basic Authentication and enter the Username and Password for the user.
Delivery Report Callback URLThis URL is generated automatically. Share the URL with your Infobip account manager.
Inbound Message Callback URLThis URL is generated automatically. Share the URL with your Infobip account manager.
  1. (Optional) Select Mark this as default to make this service provider the default provider to send a WhatsApp message.
  2. (Optional) Select Set auto-reply for users not tracked on CleverTap to automatically reply to users who message on WhatsApp but are not tracked on the CleverTap dashboard.
  3. (Optional) You can set the Maximum Concurrent API requests anywhere between 30 to 1000 requests. Consider your requirement and the provider's limitations to define this value.
  4. Click Save to save the details.

Set Up CleverTap Callbacks in Infobip

You can find the Callback URLs on the CleverTap dashboard under the Provider Setup page. Naviagte to Settings > Channels > WhatsApp > Infobip.

To set up the CleverTap callbacks, share the following with your Infobip account manager:

  • Delivery Report Callback URL
  • Inbound Message Callback URL
  • The WhatsApp phone number that will be used in CleverTap
Callback URLs

Callback URLs

Find or Create Templates

You can find or create WhatsApp templates from the Infobip dashboard. To do so:

  1. Navigate to Channels and Numbers from the left menu as shown below:
Screen shows the WhatsApp Tile that must be clicked to configure WhatsApp details on Infobip

Set up WhatsApp on Infobip

  1. Select WhatsApp and click the Senders tab.

  2. From the Action menu, click View Templates.

Screen shows the hamburger action menu on the sender tab. Click menu to show the view templates and edit configuration options

View WhatsApp Templates

  1. From the list of templates, search for your template. Expand the template that you want to save in the CleverTap Dashboard.
Screen shows a list of available templates. Click the expand icon to expand the required template

Expand a WhatsApp Template

  1. Export and save the template on your machine.
Screen shows how to expand, select and export a WhatsApp Template and save it on your local machine

Export WhatsApp Template

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Exporting a Template

The Infobip dashboard does not display all the details for the selected template. We recommend exporting the template and keeping the details handy. You can copy and paste the values from the exported template to the CleverTap dashboard to ensure you are not missing any field. For more information, refer to Adding a WhatsApp Template in CleverTap.

Add Message Template

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Naming WhatsApp Templates

Template names and language variants must be unique for each provider configuration. This means that you can use the same template name once for each provider configuration.

For example, if you have multiple provider configurations, such as Phone_1, phone_2, you can use the same template name once within Phone_1 and Phone_2.

To create WhatsApp campaigns, you must have pre-approved WhatsApp message templates saved in the CleverTap dashboard. To add the message templates:

  1. Navigate to Settings > Channels > WhatsApp > Provider Nickname from the CleverTap dashboard.
  2. Select the Templates option, and click +Template.
The screen shows multiple pre-approved message templates for WhatsApp

Add Pre-Approved Message Template

  1. Enter the template name in the Namespace field.
  2. Choose the type of template header (Text or Media). For Media headers, you can use Image, Video, Document, and Location.
  3. Enter the message content.
  4. Select Footer to add a footer text and a button (Quick Reply or a Call To Action).
  5. Select the Language in which you want to display the message.
Screen shows how to edit message on the CleverTap dashboard and also a preview of this message

Create a Message

  1. Click Save Template.

Test a Message Template

You can send a test message using the saved templates from the CleverTap dashboard as follows:

  1. Hover over the desired template for which you want to send a test notification.
  2. Click Send Test.
  3. Select the test profiles or manually enter the mobile number to whom you want to send the test message and click Send Test.
Screen shows how to preview and test a WhatsApp message from the CleverTap dashboard

Test WhatsApp Message

The success or failure response is displayed on the dashboard. If the message is not delivered, you can copy the response payload and share it with the Infobip team to debug the issue, as shown in the following figure:

Screen shows the format of a successful delivery response after sending a WhatsApp Message

Successful Delivery Response

Create Campaign

To create a WhatsApp campaign using Infobip as the provider, refer to Create a WhatsApp Campaign for detailed instructions.

Creating a Journey

To create a WhatsApp journey using Infobip as the provider, refer to Create a WhatsApp Journey for detailed instructions.