Vonage Conversational Commerce for Salesforce Marketing Cloud

Objective

Setting up Vonage Conversational Commerce Application for Salesforce Marketing Cloud

Overview

Vonage Conversational Commerce, powered by Jumper.ai is an end-to-end omnichannel conversational marketing, engagement, and commerce platform that enables brands of all sizes to create messaging-first customer experiences across popular social, messaging and web platforms like WhatsApp, SMS, Facebook Messenger, Instagram, Viber, Telegram and more. 

Salesforce Marketing Cloud (SFMC)  is a comprehensive customer engagement platform developed by Salesforce, one of the world's leading customer relationship management (CRM) software providers. It offers a suite of tools and features to help businesses manage and optimize their marketing efforts across various digital channels and deliver personalized, targeted experiences to their customers.

Vonage Conversational Commerce App for Salesforce Marketing Cloud currently supports WhatsApp and offers a seamless omnichannel experience, real-time personalized interactions, efficient marketing automation, centralized data for insights, increased sales, and improved customer engagement. It simplifies feedback, supports scalability, and enhances customer support, fostering loyalty and growth.

By integrating SFMC and Vonage Conversational Commerce App, one can run marketing campaigns, trigger automated AI-driven bot conversations, product checkout flows, and collection checkout flows, assign conversations to live agents, and redirect customers to websites when they click on CTAs.

This integration enhances customer engagement, personalization, and the overall customer experience, driving conversions and facilitating seamless interactions throughout the customer journey.

• Enhanced customer engagement through WhatsApp, a widely used messaging app.
• Personalized and targeted messaging based on customer data stored in Salesforce.
• Omni-channel marketing by incorporating WhatsApp alongside other channels. 
• Automation and efficiency through SFMC's Marketing Journey. 
• Rich media and interactive content delivery through WhatsApp. 
• Measurable results and analytics to track campaign performance. 

Currently, we support Whatsapp. In the future, more conversational channels will be included in addition to WhatsApp to create effective marketing campaigns across different channels

Prerequisite

• Must-Have an account in Salesforce Marketing Cloud.
• Must-Have an account under Jumper.ai.  
• Must have an account with Vonage WABA or Jumper.ai WABA for the WhatsApp channel.
• Ensure that the sales channels (i.e. SMS & WhatsApp) from which you want to send message to the customers is enabled & connected within Jumper.ai.
• To access the Vonage Conversational Commerce SMFC connector, you would need an Access Token, Refresh Token, Client Key & Secret Key. Raise a request to your respective CSM/CSA or Account Manager for the same who will coordinate with the Jumper.ai team to provide the same.
• Have access to the WhatsApp Business channel.
• Own an active Salesforce Marketing Cloud license and account (Salesforce Pro + Journey Builder or higher) — as Vonage Conversational Commerce App for Salesforce Marketing Cloud is not a Salesforce license.
• Your account must contain the following components depending on the requested package:
  • Journey Builder activities package: requires an enabled Journey Builder component within the SFMC account.
  • Batch sending engagement package: requires an enabled Email Studio component within the SFMC account.

Content:

1. Installing Vonage Conversational Commerce Application

2. Create a Data Extension

3. Build a Journey using the Vonage Conversational Commerce WhatsApp channel

Installing Vonage Conversational Commerce Application

1. Login into your SFMC account, using a valid Username and password
   
   
   
   
2. After login in, click on the menu & navigate to the Setup option.
   
   
   
   
3. Now on the Setup page, navigate to Platform Tools >> Apps >> Installed Packages in the menu, then click on the New button.
   
   
   
   
4. Now provide a name for your Package, then click on Save.
   
   
   
   
5. Under the DETAILS tab, click on Add Component.
   
   
   
   
   
6. Select the component type as Journey Builder Activity, then click on Next.
   
   
   
   
7. Add your Name and description for your component, select Category as Messages & add your Endpoint URL as “https://sfmc.jumper.ai/[your shop name]” (for e.g. https://sfmc.jumper.ai/xotic). Then click on Save.
   
   Note: Do not add multiple components with the same Endpoint URL.
   
   
   
   
8. Once saved, you can find the details of your package such as Package ID, JWT Signing Secret, Unique Key, etc.
   
   
   
   
9. On the Access tab, you can manage users who have access to the installed packages, there are 2 methods to provide access to users, i.e. Individual Users or All current & future users under the business unit.
   
   Individual Users: You can select the users to whom you want to provide access to your installed package.
   
   
   
   All current & future users under the business unit: Select the option for “License all current and future users in Vonage Integration” & click on Save to provide access to all current & future users under the business unit.
   
   
   
   
10. After successfully installing the package with a valid endpoint URL, the Vonage Conversational Commerce Application will be available in the Journey Builder’s Message activities section.
    
    In the example below you can find the Conversational Commerce application along with Jumper.ai Shopname (e.g. “xotic”) under Messages.
    
    
    

Create a Data Extension

1.  On the SMFC dashboard, navigate to Email Studio >> Email in the menu.
   
   
   
   
2. Here, under Subscribers, select the Data Extensions option.
   
   
   
   
3. Under the Data Extensions table, click on Create.
   
   
   
   
4. Select the Standard Data Extension option & click on OK.
   
   
   
   
5. Add a Name, Description for your Data extension, then select the option “Is Sendable?” under Location & click on Next.
   
   
6. Configure Data Retention Policy or keep it default, then click on Next.
   
   
   
   
7. Now add your fields for data extensions based on your business requirements, e.g. Name, Email, Number, etc, & define your required length. Then set any one of the fields as Primary Key & click on Create.
   Note: Phone Number is the mandatory field.
   
   
   
   
8. Once created, you should be able to find your data extensions under the lists of data extensions, click on the same.
   
   
   
   
9. Now under the Records tab of your data extension, click on Import to upload your CSV file.
   
   
   
   Below is a sample CSV file template, make sure to add the country code as a prefix to the phone numbers of customers.
   
   
   
   
10. On the Upload file step, click on the Browse option to select your file, then click on Next.
    
    
    
    
11. Under Configure Mapping step, select the mapping option or you can also map it manually by selecting the Map Manually option, then click on Next.
    
    
    
    
12. Under Review & Import, verify your configured details, then add your email address & click on Import.
    
    
    
    Once your file is imported successfully, close the tab.
    
    
    
    
13. Once imported, you will receive an email confirmation on the provided email address of your successful import with the details of your Data extension.
    
    
    
    You can find the details under Records post successful import.
    
    

Build a Journey using the Vonage Conversational Commerce WhatsApp channel

1. Now go to the home menu, then select the Journey Builder option under Journey Builder.
   
   
   
   
2. Here, under All Journeys click on Create New Journey.
   
   
   
   
3. Add a name for your journey by clicking edit, (e.g. Vonage Conversational Commerce Journey) for your future identification, then select the Multi-Step Journey option & click on Create.
   
   
   
   
4. On your journey builder canvas, drag the Entry Source as Data Extension to set up your journey audience.
   
   
   
   
5. Once added, click on the Data Extension to edit the details.
   
   
   
   
6. Under Data Extension Summary, click on Select Data Extension.
   
   
   
   
7. Under the Data Extensions tab, search & select the created data extension (e.g. Vonage Conversational Commerce), then click on Summary.
   
   
   
   
8. Verify the summary of your data extension, then click on Done.
   
   
   
   
9. Now click on the Schedule option to configure the details.
   
   
   
   
10. Here, select your Schedule Type based on your requirement as Run Once/Recurring, then click on Select.
    
    
    
    Then click on Done.
    
    
    
    
11. Now Under the Messages section, drag the Vonage Conversational Commerce Application to the canvas.
    
    
    
    Then click on it, to edit the details.
    
    
    
    
12. Under the Configuration tab, enter Access Token, Refresh Token, Client Key & Secret Key to access the Vonage Conversational Commerce Application, then click on Save.
    
    Note: Raise a request to your respective CSA or Account Manager to provide you with Access Token, Refresh Token, Client Key & Secret Key. These details are required to be configured only once while creating your first journey, then the connection will be available for all future journeys.
    
    
    
    
13.  Now you can select either SMS or WhatsApp channel to send a message.
    
    Via WhatsApp:
    For WhatsApp, select the WhatsApp option under the select channel dropdown.
    
    Under Message Template, select the WhatsApp template from the dropdown list.
    These templates are configured in your Jumper.ai account under Sales Channels >> WhatsApp >> WhatsApp template (e.g. beuty_welcome).
    
    Now under Recipient select the field from the dropdown list that is configured as Phone Number in your data extension. (e.g. Number)
    In case you have configured any custom field under your WhatsApp template, then select the field from the dropdown list that is populated from the configured data extension. (e.g. Name).
    
    Note: In case you have configured any image/video/file option in your WhatsApp template, you can paste the URL here, make sure your format is supported & size should not exceed the mentioned maximum limit.
    
    Once configured, click on Done.
    
    
    
    Via SMS:
    
    For SMS, select the SMS option under the select channel dropdown.
    Now under Recipient select the field from the dropdown list that is configured as Phone Number in your data extension. (e.g. Number)
    
    Now add the message for your customers under the input box.
    
    Once configured, click on Done.
    
    
    
    You can also include placeholders like Name, Email and Number to personalize your message.
    
    
    
14. Now click on the settings Icon & go to Journey Settings.
    
    
    
    
15. Here, select the option as Re-entry anytime under Contact Entry, then click on Done.
    
    
    
    
16. Click on the Validate option & wait for your journey to be verified.
    
    
    
    
    
    
17. Once validated, you should be able to see the option for Test Journey & Activate.
    In case you want to test your journey click on the Test Journey option or else click on Activate to activate your journey.
    
    
    
    
18. You will be asked to confirm your activation, click on Activate.
    
    
    
    
19. You can check your Journey details post your Activation under Journey Builder >> All Journeys.
    
    
    
    Sample of the received template on the customer’s end.
    
    
    
    Sample of the received template on the customer’s end for SMS.