How to send Active Messages on WhatsApp

Index

1. What are Active Messages
2. How to send an Active Message througr the Portal
3. How to analyze the delivery of Active Messages
4. How to track number health on WhatsApp

 

Blip's Active Messaging tool allows you to create campaigns to impact one or more users on WhatsApp, so you can attract customers, generate more engagement, resume conversations or even to inform your contacts about something important.

 

What are Active Messages

These are messages sent by the bot after 24 hours of receiving a message from the customer, or sent to a customer who has never interacted with the bot.

In addition, active messages sent through the WhatsApp channel must be sent using Messages Templates (or message templates), previously approved by WhatsApp.

• Click here to learn how to create and approve a Message Template in WhatsApp

 How to send an active Message through the Portal

 

 

1. Access to the Active Campaign menu

• In the portal go to Growth (A) → Active messages (B)
• Click the Send Active Messages button (C)

Note: If the portal does not display the Send Messages button active, check that the WhatsApp channel is connected correctly.

 

2. Definition of Campaign name and audience

After clicking on the Send Active Messages button, the screen below will be displayed. You can define a name for the campaign by editing component A and selecting the audience type - Individual or Mass Shot - in B.

 

 

2.1 Individual shipment

After selecting the type of Individual Audience, a field to enter the WhatsApp number to which you want to send the message will be displayed. You must fill in a valid WhatsApp number and click Continue.

 

 

2.2 Bulk shipping

After selecting the Mass Send Audience type, a button to load your audience file will be displayed.

 

 

Choose your file and click continue to proceed to the next upload step and choose the content to upload.

• Click here to learn how to properly set up your audience file.

Important: if the uploaded file contains invalid line(s) you will receive the following alerts, but you will be able to continue your firing of messages.

 

If the uploaded file contains duplicate fields, exceeds the 10,000 line limit, or is in an invalid decoding format, you will need to delete the uploaded file and upload a new one that meets these requirements.

 

 

Important: In the case of mass or individual sending, if the customer has a service in progress, the active message will not be sent.

 

3. Definition of Campaign content

On the Content tab, you must select the desired Message Template in the Message Template field.

Attention! Only message templates approved by Facebook at least 20 minutes in advance will be available to send.

 

After selecting the Message Template, a preview of the message will be loaded on the left side of the screen. In the individual submission, the variables, if any, must be filled in correctly.

 

Here is an example of a Message Template and how it would be to fill in the content screen:

 

 

 

If it is a mass shipment, the file you uploaded in the previous step will be compared to the message template you selected, crossing the data to check if the worksheet fields and variables are compatible with each other (that is, there is in the file the number of columns suitable for the variables to be substituted in this message template).

 

 

If any divergence was identified, you will receive error alerts, such as the ones below:

 

 

After completing, click on the Continue button.

Important: when sending files, they cannot be hosted on Drives, such as Google Drive, One Drive, etc., since when the application tries to read the file, it identifies a document and not a PDF, for example. We suggest using AWS SE or File Uploader, an extension available in the Blip Store.

4. Definition of Response Direction

On the Answer Routing tab, you must select the step of the flow to which the service will be directed. If no step is selected, customers who respond will be directed to the initial flow of your chatbot.

 

Note: If the chatbot is a router, before selecting the flow step, it is necessary to select the child chatbot to which the redirection will be made.
Router-type child chatbots will not be listed. For redirection to work in the router bots framework, the router context must be turned on. Note the example:

 

After selecting the child chatbot and/or flow step, click on the Continue button.

 

5. Sending the message

On the Sending tab, you should check if the values ​​of the previous steps - Audience, Content and Flow (Response Targeting) - are correct.

If there is any inconsistency, click on the icon for the step with inconsistencies, and you will be redirected to the selected step to make adjustments.

 

You can now choose between Send Now or Schedule Send!

• Send now means the trigger will start as soon as you click the Send active messages button
• When starting shooting, it is not possible to pause or cancel

 

• Schedule sending means that on the day and time you select, the message will be sent to your audience
• It is possible to edit or delete the campaign before the sending starts
• When starting shooting, it is not possible to pause or cancel

 

 

• Click here to learn more about scheduling campaigns

 

How to analyze the sending of active messages

On the main screen of Active Messages (under the path Growth → Active Messages) it is possible to follow the data in three ways:

• campaign listing
• Report

All have information on messages sent as well via Desk.

 

Campaign listing

The list of active sent and scheduled campaigns displays the following campaign data:

• Name: defined by you when creating the campaign
• Audience, sent, failed, received, and read per campaign.
  Scheduled campaigns that have not yet been processed appear with their statuses reset. When processing starts, you will see the message “Sending” in the Status column.
•  

To better understand what each error means, visit the article Active Messages - Error Codes

 

To evaluate who received it, the time of each stage, including who did not receive your message, with the reason for the failure, so that your base can be cleaned, just download the campaign report. Here's an example:

 

 

How to track number health on WhatsApp

Lately, end customers have shown less and less acceptance of unwanted messages and poor quality relationships with companies. This has led large channels, such as WhatsApp, to implement measures to signal numbers of companies that cause discomfort in their customers. Therefore, if you want to avoid blocking your official WhatsApp contact, you need to check the number's health flag, which is in the Blip growth menu.

 

There are 3 health levels of the number: High, Medium and Low. For more details, Click here.

If the number's health is High and Medium, no additional information is presented to the user and the person is free to create and send campaigns.

 

 

However, if the status of the number is Low, when clicking on the Send active messages button to start creating the campaign, an alert is shown to the user asking if he is sure to send a message, communicating about the risk of the number being banned from WhatsApp Business

 

 

Important: also in this area, there is a warning if your number is restricted. Unlike the health concept of the number, this is a sign that you have reached the message limit for your current level (for more details see here).  

During a phase like restricted, you cannot send notification messages until 24 hours have passed.

In this situation, you will still be able to respond to any messages customers send you. However, when trying to send an active message with the number in this status, the alert below will be shown.

 

 

Ready! 🙂 Now you know how to use trigger to create, send active messages on WhatsApp

 

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃