Guide to Integrate MoEngage with Jumper.ai for WhatsApp

Objective

Guide to Integrate MoEngage with Jumper.ai for WhatsApp

Applies To

• Jumper
• Moengage
• WhatsApp, WhatsApp Message Templates

Content

1. Overview

2. How can Moengage and Vonage customers benefit?

3. Prerequisite

4. Integrating MoEngage within Jumper.ai

5. Add a Sender Under MoEngage

6. Creating a template under Jumper.ai

7. Creating a template under MoEngage

8. Creating a Campaign for sending Broadcast

9. Analytics

Overview

MoEngage is an insights-led customer engagement platform that provides marketers and product owners with AI-driven insights to create engaging cross-channel experiences.

Vonage Conversational Commerce, powered by Jumper.ai, is an end-to-end omnichannel conversational marketing, engagement, and commerce SaaS platform that enables brands of all sizes to create messaging-first customer experiences across popular social, messaging, and web platforms. Vonage Conversational Commerce provides a modular solution, where businesses can engage customers at any stage of the journey - From marketing to engagement to commerce.

This documentation aims to guide users to integrate MoEngage with Jumper.ai to reach out to customer through WhatsApp campaigns and enable two-way engagements, including chatbots and seamless handovers from bots to human agents, extending all the way to commerce. This guide will provide comprehensive instructions on leveraging both platforms effectively.

How can Moengage and Vonage customers benefit?

• Seamless customer experience: By combining Vonage's communication capabilities with MoEngage's marketing automation tools, businesses can create a more seamless and consistent customer experience across multiple channels — essential for retaining and nurturing customer relationships.
  
  
• Enhanced customer engagement: By integrating Vonage’s communication solutions, businesses can add voice and messaging into their marketing campaigns, enhancing their customer engagement efforts.
  
  
• Improved analytics: Moengage provides data-driven insights and analytics to help businesses optimize their customer engagement strategies. Integrated with Vonage Conversational Commerce, this enables businesses to gather more comprehensive data on customer interactions, leading to better-informed decisions.
  
  
• Scalability: The partnership offers businesses the flexibility to scale their customer engagement efforts as their needs grow.
  
  
• Global reach and 24/7 support: Businesses can expand their customer engagement to a broader international audience while offering always-there support.

Prerequisite

• Must have an account under Jumper.ai.  
• Must have an account under MoEngage.  
• Ensure that your WhatsApp Business account is connected to Jumper.ai, from which you want to send messages to the customers. To learn more about connecting WhatsApp with Jumper.ai click here.
• To integrate your MoEngage account within Jumper.ai, you must obtain an Access Token, Refresh Token, Client Key, and Secret Key. Kindly submit a request to your dedicated Customer Success Manager (CSM), Customer Success Associate (CSA), or Account Manager, who will liaise with the Jumper.ai team to facilitate the necessary credentials.
• Prior knowledge of MoEnage, to learn more refer to the User Guide.

Procedure

A. Integrating MoEngage within Jumper.ai

1. Login to your Jumper.ai account, and click on the Settings option.
   
   
   
   
2. Under Settings, click on the Integrations tab.
   
   
   
   
3. Under the Not Connected tab, click on the Connect option for MoEngagee.
   
   
   
   
4. Add the obtained details under the Jumper API tab,  i.e. Token, Refresh Token, Client Key and Secret Key, then click on Next.
   
   
   
   
5. On the Connector details tab, the Sender Name, Whatsapp Business Number and API URL fields would be auto-populated with your account information. Click on the Click To Generate option to generate your token. Once the token is generated, copy and keep it handy.
   
   
   
   
6. Copy both the Authorization key and API URL, and keep it handy.
   
   Now enter the MoEngage Delivery Tracking URL: “https://api-04.moengage.com/whatsapp/vonage/dlr” in the DLR Webhook URL section to enable WhatsApp delivery tracking. Click on the Save option.
   
   Note: Ensure that the delivery callback (DLR Webhook URL) is configured on Jumper.ai for MoEngage integration. This step is essential for thorough tracking, covering delivery status (delivered), recipient engagement (read), potential challenges (rejected and failed), and user interaction (clicks).
   
   
   
   In case the DLR Webhook URL is changed under MoEngage in future, please update the same under the Jumper.ai dashboard.
   
   You can find the DLR webhook URL under the MoEngage dashboard,  go to Settings -> Channel -> Whatsapp -> Sender Configuration -> Connector (Vonage) -> Sender.
   
   
   
   
7. Now your MoEngage Configuration is successfully saved under Jumper.ai.
   
   
   

B. Add a Sender Under MoEngage

1. Login to your MoEngage dashboard, go to Settings and click on WhatsApp under Channel.
   
   
   
   
2. Under the Sender configuration tab, click on +Add connector.
   
   
   
   
3. Select or search for Vonage under Choose a connector, then click on Done.
   
   
   
   
4. Once the Vonage connector is added, click on the +Sender option.
   
   
   
   
5. Add the following Sender details, i.e. Sender name, WhatsApp business number, API URL and Authorization as configured under the Jumper.ai dashboard for MoEngage. Click on Save.
   
   Note: Add the prefix "Bearer" for the Authorization key.
   
   
   
   Ensure that the DLR Webhook URL mentioned under MoEngage is copied under the Jumper.ai MoEngage connection.
   
   
   
   
   
6. Once saved now you are ready to create templates.
   
   
   

C. Creating a template under Jumper.ai

1. Under the Jumper.ai dashboard, navigate to Sales channels >> WhatsApp in the menu.
   
   
   
   
2. Now click on the Message Templates tab under WhatsApp.
   
   
   
   
3. Now click on the Create New button to get started with creating a WhatsApp template.
   
   
   
   
4. Provide a name for your template, make sure you do not use space in between words for your naming, instead use ‘_’ for naming, and the template names should consist only of lowercase alphanumeric characters.(e.g. greeting_template).
   
   
   
   
5. Select one of the templates between Utility or Marketing from the dropdown list, then select a language for your template and select the template type as Default.
   
   Note: Currently Carousel, Coupon and LTO template types are not supported under MoEngage.
   
   
   
   
6. Now in the Header section, you can add a Text/Image/Video or File for your message template. The header is an optional section, which you can skip by selecting None.
   
   
   
   
7. If you want to add a text message for your header section, select Text in the dropdown list and add your text in the input box. The character limit for the text is 60.
   
   
   If you want to add Image/Video/File formats for your header section, select any options between Image/Video/File formats and upload your sample file for the template. The maximum size limit for an image is 5 MB, for video and file it is 10 MB.
   
   
   After your sample image is uploaded, you will see the text Sample image uploaded text.
   
   
   
   
8. Now add text for the body for your message template.
   
   Note: The character limit for the text field in the body is 1024.
   
   
   
   Please refrain from using any variables (i.e. User’s First Name, Store Name, Agent Name, Account Owner Name, Support Email, Support Phone, Outlet Address), other than the Custom field variable.
   
   
   
   Setting up Template message with custom field:
   
   In case you want to use the Custom field variable, add the custom variable, e.g. “name”.
   
   Note: You can add any name for a custom field variable for reference purposes, which later will be replaced with the MoEngage attributes set under campaign broadcast.
   
   
   
   You can add multiple custom field variables. (e.g. name and city), then add the sample text for the added variables, e.g. first name and city.
   
   
   
   
9. Add the optional footer text, based on your requirements.
   
   
   
   
10. Once you have added all the details for your template, click on Save and wait for the approval of the template.
    
    
    
    
11. Once approved, now you need to create the same template under MoEngage.
    
    

D. Creating a template under MoEngage

1. Under the MoEngage dashboard, go to Settings >> WhatsApp >> Approved templates. Here click on +Template to generate a new template.
   
   
   
   
2. Add the template name, ensure that the template name matches exactly with the one created under the Jumper.ai WhatsApp template (e.g. greeting_template), and then select Vonage under Service Provider.
   
   Note: Add only the templates which are already approved by WhatsApp under Jumper.ai. MoEngage does not validate your templates when you save them. Hence please make sure that they are accurate else your campaign may fail because of template mismatch.
   
   
   
   
3. Select the Sender profile name (e.g. wabavonage) which we created under the Sender configuration (Vonage).
   
   
   
   
4. Select the Category (Marketing) and language (English), similar to the template configured in Jumper.ai.
   
   
   
5. In case you have added header Text/Media under the template created under Jumper.ai, click on the +Header option to add the same.
   
   
   Under Header type, add/upload or paste the URL for the Header Text/Media. Avoid uploading media exceeding the maximum limit permitted within the Jumper.ai template for WhatsApp.
   
   The maximum size limit for an image is 5 MB, for video and file it is 10 MB.
   
   Note: Avoid using Header type Location, which is currently not supported.
   
   
   
   
6. Add the body text, and ensure that the text matches exactly with the one created under the Jumper.ai WhatsApp template (e.g. greeting_template).
   
   
   
   Setting up Template message with placeholder (for custom attribute):
   
   In case you have added a custom field for the template generated under Jumper.ai, employ the "{{1}}" format, designating the numeric "1" as the reference for the first custom field value. Similarly, utilize "{{2}}" with the numeric "2" to represent the second custom field value, and so forth. These placeholders will later be substituted with the corresponding custom attributes configured during the campaign broadcast.
   
   
   

7. Add the footer text, and ensure that the text matches exactly with the one created under the Jumper.ai WhatsApp template (e.g. greeting_template).

   
   Note: In case you have not added any footer text for the template created under Jumper.ai simply skip this step.
   
   
   
   
   
8. For buttons, you can skip the step as the button would be auto-populated based on the template created under Jumper.ai (e.g. greeting_template).
9. Once you have added the identical details for the template, click on the Save option.
   
   
   
   
10. Once the template is successfully saved, you can find it under Approved Templates.
    
    
    

E. Creating a Campaign for sending Broadcast

1. Go to Campaigns under the MoEngage dashboard menu.
   
   
   
   
2. Click on +Create campaign.
   
   
   
   
3. Select WhatsApp under Messaging Apps.
   
   
   
   
4. Select the schedule type (e.g. One Time, Periodic) based on your business requirements.
   
   
   
   
5. Under Target users, first provide a name for the campaign and select the optional campaign tags.
   
   
   
   
6. Choose the target audience by opting for either All users or the Filter users option, then click on Next.
   
   
   
   
7. In the Content section, select the sender added under Vonage connector (e.g. wabavonage), then select the created template. (e.g. greeting_template).
   
   
   
   Setting up Campaign with Custom Attributes:
   
   In case you have added a placeholder within your template's message body, you can add the corresponding custom attributes for the placeholder in the Content section. Simply type "@" in the input field for the designated placeholder.
   
   
   
   Here, you have the option to choose the custom attribute for the designated placeholder and establish a fallback condition according to your business requirements.
   
   
   
   Search for the desired attribute and select the same.
   
   
   
   Once selected, click on Done.
   
   
   
   Repeat the same to add the attributes for the remaining placeholders.
   
   
   
   
8. Once you have selected your template, test your campaign broadcast (skip the step if not required), then click on Next.
   
   
   
   
9. Under Schedule and Goals, select the preferred schedule type to launch the campaign.
   
   
   
   
10. Now click on Publish, to launch your campaign.
    
    
    
    
11. Reconfirm by clicking on Publish.
    
    
    
    
12. Once the campaign is published, you can find the campaign detailed under the campaign info tab.
    
    
    
    Message sample received on the customer’s end:
    
    
    
    Message sample received on the customer’s end (With Custom Attributes):
    
    

F. Analytics

Post the completion of your campaign, you can find the campaign performance details under the Analytics tab for the published campaign.

By dissecting these performance statistics and campaign details, marketers can gain valuable insights into the effectiveness of their outreach efforts, allowing for data-driven adjustments and improved future campaigns.



Note: Ensure that the delivery callback (DLR Webhook URL) is configured on Jumper.ai for MoEngage integration, This step is essential for thorough tracking, covering delivery status (delivered), recipient engagement (read), potential challenges (rejected and failed), and user interaction (clicks), providing comprehensive insights into campaign performance.



Link to MoEngage Analytical guide.

In case you want to track the performance of your campaign later, go to Campaigns and search your campaign name, now click on the campaign to view details.