Overview

MSG91 offers robust WhatsApp messaging solutions that enable businesses to engage with customers through rich media messages, feedback collection, and automated processes. By integrating MSG91 with CleverTap, you can enhance your customer communication strategies by:

• Sending engaging carousels and interactive messages to deliver dynamic content to captivate your audience.
• Collecting valuable customer feedback to gain insights to improve your services.
• Building automated flows and enabling seamless payment processes to streamline operations and enhance user experience.

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Support for Integration

This integration is managed and continuously improved by MSG91. The CleverTap and MSG91 integration has undergone stringent testing to ensure seamless functionality. For any questions or issues, contact MSG91 for support and resolution.

Prerequisites for Integration

The following are the prerequisites:

• You must have WhatsApp add-on enabled on the CleverTap account in addition to the Basic or Essentials Plan.
• Ensure that WhatsApp onboarding for the phone number to be used with CleverTap is completed. If you want to activate a new phone number with WhatsApp Business API via MSG91, contact your Account Manager or send an email to [email protected].
• Ensure that you have the API URL and credentials from MSG91.

Integrate MSG91 with CleverTap

This process involves the following two steps:

1. Configure CleverTap Dashboard.
2. Set Up CleverTap Callbacks in MSG91.

Configure CleverTap Dashboard

To configure the CleverTap dashboard:

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

3. Enter the following details:

4. (Optional) Select Mark this as default to make this service provider the default provider to send a WhatsApp message via MSG91.
5. (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.
6. (Optional) Set the Maximum Concurrent API requests between 30 and 1000. Consider your requirements and the provider's limitations when defining this value.

Set Up CleverTap Callbacks in MSG91

To set up CleverTap callbacks in MSG91, follow the steps below:

1. Locate Callback URLs in CleverTap: Go to Settings > Channels > WhatsApp > WhatsApp Connect > MSG91 from the CleverTap dashboard. You will find the required Callback URLs on the Provider Configuration page.

2. Configure Inbound Message Callback in MSG91: Copy the Inbound Message Callback URL from the CleverTap dashboard and paste it into the Inbound Messages section of the webhook in the MSG91 panel.

3. Configure Outbound Message Callback in MSG91: Copy the Delivery Report Callback URL from the CleverTap dashboard and paste it into the Outbound Messages section of the webhook in the MSG91 panel.

4. Add the following header values to your webhook configuration in the CleverTap dashboard:

5. Enable the CleverTap toggle in the MSG91 panel's WhatsApp number settings before clicking the Save button.
6. Test the integration, then click Save to finalize the setup.

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Note:

You have to get your templates approved on the MSG91 dashboard. Once approved, add the same templates in the CleverTap dashboard for sending out messages. For more information and queries about the MSG91 integration, write to [email protected].

Adding Message Templates

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

1. Go to Settings > Channels > WhatsApp > WhatsApp Connect > Provider Nickname in the CleverTap dashboard. Further, Select the Templates option and click +Template.

2. Enter the template name.

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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 and Phone_2, you can use the a particular template name once within Phone_1 and Phone_2.

3. You can also choose the language in which you want to display the message.
4. Select the type of template header (Text or Media). For Media headers, you can use Image, Video, Document, or Location.
5. Create a Limited Time Offer Template, if required.
6. Enter the message content.
7. Select Footer to add a footer text and a button (Quick Reply or a Call To Action).

8. Click Save Template.

Testing a Message Template

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

1. Right-click the ellipsis below the template.
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.

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 MSG91 team to debug the issue, as shown in the following figure:

Create Campaign

For detailed instructions on creating a WhatsApp campaign using MSG91 as the provider, refer to Create a WhatsApp Campaign.

Creating a Journey

For detailed instructions on creating a WhatsApp journey using MSG91 as the provider, refer to Create a WhatsApp Journey.