The Customer Trigger feature allows you to send WhatsApp messages automatically based on customer data and activity. You can configure message delivery based on certain conditions, such as when a new customer is created, the Owner or Assignee changes, a customer has a birthday, or a customer becomes a loyalty member (loyalty member).
With this feature, you can reach customers in a more timely and relevant way without having to send messages manually. Message delivery also includes marketing consent validation, a daily sending frequency limit, and WhatsApp number eligibility checks to ensure that messages are sent in accordance with applicable requirements.
Important
To activate this feature, there are several things you need to pay attention to:
1. You must have a Chat Panel Account with access to broadcast.
2. You must have a sufficient MCC balance available for broadcasting.
3. The WhatsApp sender must be approved by WhatsApp.
4. The message template must be approved by WhatsApp.
5. The destination number must begin with the country code.
If your dashboard is already unified, customer data will be retrieved from the Customer Module (CDP). However, if your dashboard is not yet unified, customer data will continue to refer to the CRM. For more information, you can refer to the following article.
In this guide, you will learn how to configure and use the Customer Trigger feature to send WhatsApp messages automatically based on customer conditions.
A. How to Activate Customer Auto-Message
- Go to the Settings menu.
- Then, select the Bot & Automation submenu, and click the “WhatsApp auto-message” tab.
- Then click “Create auto-message” and select “Customer auto-message”.
In the Auto-message setup section, complete the required information by entering the auto-message name, determining the trigger and campaign goal, and selecting the sender account (sender). The following is an explanation of each available feature:
To create a customer auto-message, you need to complete several settings in the Auto-message setup section. The following is an explanation of each feature that needs to be configured:
| No. | Feature Name | Description |
| 1. | Auto-message name | Used to enter the auto-message name as an identifier so that you can recognize the configuration that was created. |
| 2. | Trigger |
Used to determine the event that will trigger the auto-message to be sent to customers. Several options are available: Notes:
|
| 3. | Campaign goal |
Used to determine the goal of the auto-message campaign. Several options are available:
|
| 4. | Sender |
Used to select the WhatsApp account that will be used to send the auto-message. Customers who have opted out of receiving marketing messages (marketing opt-out) will not receive messages with Marketing templates. However, this provision does not apply to Utility templates. |
Next, complete the Delivery section by determining the message delivery time under Send. By default, the delivery time is set to Immediately, so the message will be sent as soon as the trigger is met.
Then, select the message template that will be used to send the auto-message to customers. Make sure that you have selected the sender first so that you can select an available template. Learn here how to create a template.
Then, click “Configure template” to configure the message content in the selected WhatsApp template. In the following example, the selected template contains variables, so you need to fill in the message variables according to the information you want to convey to customers.
In the Variable mapping section, determine the Customer field that will be used to fill each variable in the message template. Select the field that corresponds to the information you want to display for each variable. The available field options follow the fields in the Customer Data Platform that have been added in the Layout section. You can see changes to the message content in real time in the Preview section on the right.
After all variables have been mapped, click “Save” to save the template settings.
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After completing all settings in the Auto-message setup and Delivery sections, review the information and selected message template. If everything is correct, click “Publish” to activate the auto-message and enable it according to the specified trigger.
If you do not want to activate the auto-message yet, you can select “Save as draft” through the arrow icon next to the Publish button. This allows the auto-message settings to be saved as a draft and continued later.
After successfully activating the auto-message, you will see an Auto-message published notification. The auto-message settings that you created will also appear on the WhatsApp auto-message page.