Overview

Route Mobile is a global cloud communications platform that enables businesses to send messages via SMS, WhatsApp, RCS, and more. By integrating Route Mobile with CleverTap’s WhatsApp Business solution, you can send personalized, automated WhatsApp messages at scale using your Route Mobile-approved WhatsApp sender.

With this integration, you can:

• Trigger WhatsApp messages based on user actions or segments.
• Personalize content using CleverTap's enriched user profiles.
• Track delivery, read status, and user engagement directly in CleverTap.

This setup combines Route Mobile’s reliable messaging infrastructure with CleverTap’s powerful engagement engine, enabling you to drive conversion-oriented conversations.

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Support for Integration

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

Prerequisites for Integration

The following are the prerequisites for Route Mobile.

• You must have the WhatsApp add-on enabled on the CleverTap account in addition to the Essentials Plan.
• Ensure that WhatsApp onboarding for the phone number to be used with CleverTap is completed.
• Ensure that you have the API URL and account credentials from Route Mobile.

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Activating a New Phone Number via Route Mobile

If you want to activate a new phone number with WhatsApp Business API via Route Mobile, contact your Account Manager from Route Mobile.

Integrate Route Mobile with CleverTap

This process involves the following three steps:

1. Find Route Mobile WhatsApp account credentials
2. Configure CleverTap dashboard
3. Set Up CleverTap Callbacks with Route Mobile

Find Route Mobile WhatsApp Account Credentials

CleverTap recommends that you keep the following information handy before starting with the configuration on the CleverTap dashboard:

• HTTP Endpoint
• Username and password

Contact the Route Mobile WhatsApp Support Team or raise a request at Route Mobile. The response will include the username, password, and WhatsApp number for your WhatsApp account.

Configure CleverTap dashboard

To configure the CleverTap dashboard, perform the following steps:

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 Route Mobile.
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.
7. Send a Test WhatsApp notification (refer to the following image).

Set Up CleverTap Callbacks with Route Mobile

To set up CleverTap callbacks with Route Mobile, perform the following steps:

1. Locate Callback URLs in CleverTap: Go to Settings > Channels > WhatsApp from the CleverTap dashboard. You will find the Delivery Report Callback URL and Inbound Message Callback URL under the Provider Configuration page.
2. Share Callback URLs with Route Mobile: Copy both URLs and the WhatsApp phone number used in CleverTap, send them to the Route Mobile WhatsApp support team for configuration.

Once configured, these webhooks ensure that message delivery reports and inbound messages sync correctly between CleverTap and Route Mobile.

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Message Templates

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

Add Message Templates

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

1. Go to Settings > Channels > WhatsApp > WhatsApp Connect > Provider Nickname on the CleverTap dashboard.
2. Select Templates and click + Template.

3. 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.

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

9. Click Save Template.

Test a Message Template

For detailed instructions on testing a WhatsApp message template, refer to Testing a Message Template.

Create Campaign

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

Create a Journey

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