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Overview

Deliver critical customer journey communications in real-time to where it matters: your customers’ pockets. Combine data from multiple sources to send promotional messages, special offers or order updates to customers who have actively opted into your company’s communications via WhatsApp, initiating the first of many customer communication experiences.

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Supported syncing

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Connect to WhatsApp

Go to the Destinations overview page and click the Add destination button. Select WhatsApp and click Continue. You can then authenticate Hightouch by entering the following fields:
  • Your WhatsApp phone number ID
  • Facebook business manager ID
  • System User token.
The System User’s token must be generated with the following scopes:
  • whatsapp_business_management
  • whatsapp_business_messaging
Before finalizing the destination creation, you need to agree to WhatsApp’s opt-in policy.

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Sync configuration

Once you’ve set up your WhatsApp destination and have a model to pull data from, you can set up your sync configuration to begin syncing data. Go to the Syncs overview page and click the Add sync button to begin. Then, select the relevant model and the WhatsApp destination you want to sync to.

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Message templates

WhatsApp message templates are specific message formats that businesses use to send out notifications or customer care messages to people that have opted in to notifications. Business-initiated messages-the types of messages Hightouch enables your team to send-must use a template approved by WhatsApp. If you don’t see the template you would like to use in the sync configuration form, check the template’s status in your WhatsApp Template Manager.

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Phone numbers

A column from your model must contain the user phone numbers to send a message to.

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Field mapping

If the selected template contains variables, each variable must be mapped to create a complete message.

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Tips and troubleshooting

To see the exact API requests and responses from each sync run, use the live debugger. To get notified by Slack, PagerDuty, SMS, or email when a sync fails, set up sync alerts. If you run into an issue this page doesn’t cover, .
Last modified on February 27, 2023