Sending WhatsApp Proactive Campaigns from **Freshdesk Omnichannel** — A Freshdesk Marketplace App
Freshdesk is our flagship, widely acknowledged, cloud-based customer service software that offers businesses everything they need to deliver exceptional customer support. It focuses on cross-functional team collaboration and its omnichannel engine streamlines customer conversations across multiple channels including email, phone, chat, and social media.
There are cases when businesses want to proactively reach out to customers regarding an upcoming outage or notify them regarding an ongoing service disruption and so on. With WhatsApp — Freshchat Integration, businesses can message or notify customers on their WhatsApp numbers. Freshworks provides the outbound messaging API to send WhatsApp messages to users through a pre-approved template.
App Features
- Send bulk notifications to WhatsApp users, serviced through data from a .csv file, right from your support desk.
- Capture and view campaign stats
- Download a .csv for failed deliveries to help act further.
App Ingredients
- Full page app built using Freshworks SDK
- Freshchat Outbound Messaging API for WhatsApp
- Entity Storage — Custom Objects
The Application
Marketplace Link — WhatsApp Proactive Campaigns
As mentioned earlier, the application allows you send proactive WhatsApp messages in bulk from the data uploaded through a .csv file.
Pre-requisites
- Approved proactive WhatsApp templates.
- Freshchat API Access.
- Custom Objects enabled for the Freshdesk Instance.
Installation — Setup
Application Flow
The process of creating campaigns involves the following steps:
- Add the pre-approved template details in the application (This is a one time activity).
- Prepare your .csv data specific to the approved template.
- Create campaign.
Adding template details
From the left navigation bar, click Template -> New Message Template
Enter the template details such as name, namespace, from phone number, number of variables(placeholders), and so on and save the template.
PS: Total Variables(placeholders) = Header Variables(image, video, document, text) + Variables(placeholders) in Message body
Prepare .csv data
Based on the placeholders in your template, prepare a corresponding .csv file. For example below .csv is prepared for a template with 2 place holders. Order of the columns are irrelevant; the placeholder value can be selected when a campaign is created.
To phone,data1,data2
+91000000000,test,testCreate campaigns
From the left navigation bar, click Campaigns -> Create New Campaign
A modal window is displayed. Enter the details such as name, description, message template used, data file and provide the mappings for placeholders and click Create Campaign.
As it is a client-side application, ensure to have the browser open when the campaign execution(sending messages) is in progress.
Campaign stats
After the messages are sent, on the campaign page, click on the eye icon to view the campaign stats. The data can be downloaded as a .csv file.
If you liked the article or have some query related to this app, please leave a comment or reach out to support@freshdesk.com.
