Table of Contents
1. Introduction
2. Key Benefits
3. Prerequisites
4. Architecture Overview
5. User Roles
6. Choose Your Channel
7. How to Get Help
1. Introduction
The Vonage MoEngage Connector is a self-service, no-code application built on Vonage Cloud Runtime (VCR). It connects MoEngage's campaign execution layer to Vonage's messaging infrastructure, enabling brands using MoEngage for customer engagement to send SMS and WhatsApp campaigns at scale through Vonage's Messages API, with delivery analytics (DLRs) fed back into MoEngage's analytics dashboard.
Version 1.0 supports one-way SMS and WhatsApp broadcast campaigns, where the connector receives campaign send requests from MoEngage, transforms them into Vonage's message format, and routes them through the Vonage Messages API for delivery. End-consumer replies, including STOP and opt-out keywords, are processed by the connector and synced back to MoEngage so that opted-out users are automatically suppressed from future sends.
In scope for v1.0: SMS & WhatsApp channel only, one-way broadcast campaigns, configurable opt-in and opt-out keyword handling, delivery status (DLR) callbacks to MoEngage, and inbound reply forwarding for supported keywords and button replies.
Not in scope for v1.0: RCS channel, two-way conversational flows via Conversational Connect, bot flows and live agent handoff, and automated WhatsApp template synchronization. These capabilities are planned for future releases.
The connector is deployed on Vonage Cloud Runtime and distributed through the VCR Marketplace. Enterprises discover, install, configure their MoEngage tenant, and go live, without any Vonage operational intervention.
2. Key Benefits
- Self-service, no-code setup: Deploy and configure the connector through the Vonage Cloud Runtime Marketplace. No developer resources or custom middleware required.
- WhatsApp delivery via Vonage Messages API: Reliable, scalable WhatsApp campaign delivery through Vonage's enterprise messaging infrastructure with global reach and carrier-grade routing.
- Native MoEngage integration: Configured as a custom sender in MoEngage's WhatsApp integration settings. Campaigns are created and launched directly from MoEngage's existing campaign builder.
- Automatic delivery analytics: Vonage delivery status updates (sent, delivered, read, failed) are translated into MoEngage-compatible DLR events and fed back into MoEngage's campaign analytics in real time.
- Built-in opt-out handling: End-consumer STOP and opt-out replies are processed by the connector and synced back to MoEngage's contact records, ensuring compliance with WhatsApp Business Messaging Policy.
- Speed to value: Self-service onboarding enables signup to the first WhatsApp campaign send in under an hour, once your Vonage WhatsApp sender is provisioned.
3. Prerequisites
- An active MoEngage account with the WhatsApp channel enabled.
- Admin access to the MoEngage dashboard (to configure sender profiles, templates, and campaigns).
- A Vonage API account with an API Key and a provisioned WhatsApp Business Account (WABA) sender.
- At least one approved WhatsApp template registered against your WABA sender.
- Access to the Vonage Customer Dashboard and Vonage Cloud Runtime (Advanced Tier).
Note: If you do not yet have a WhatsApp Business Account (WABA) provisioned with Vonage, contact your Vonage Customer Success Associate (CSA) or Account Manager to begin the WABA onboarding process. WABA provisioning is a prerequisite to deploying this connector and is handled outside of the VCR Marketplace flow.
4. Architecture Overview
The connector sits between MoEngage and the Vonage Messages API. MoEngage triggers campaign sends; the connector validates the request and dispatches it via the Messages API. Delivery status callbacks from Vonage are normalized into MoEngage-compatible DLR events and posted back to MoEngage. Inbound replies are processed for opt-in, opt-out, and supported button responses, with opt-out status synced back to MoEngage.
The end-to-end data flow
- MoEngage's campaign builder triggers an outbound campaign and sends a payload to the connector's send endpoint.
- The connector authenticates the request (Custom Auth with the Vonage api-key and api-secret), validates the payload, and enqueues it for dispatch.
- The connector builds the Vonage WhatsApp custom template payload and calls the Vonage Messages API to dispatch the message.
- Vonage delivers the message to the end consumer over WhatsApp and returns a synchronous response containing a Vonage message_uuid.
- Vonage subsequently sends status callbacks (submitted, delivered, read, rejected) to the connector. The connector translates these into MoEngage's expected DLR format (sent, delivered, read, failed) and posts them to the MoEngage Delivery URL.
- Inbound replies from end consumers are received by the connector. STOP and opt-out keywords are forwarded to MoEngage as opt-out events; supported button replies are forwarded as reply events. All other free-text replies receive only the configured auto-reply, where applicable.
Figure 1. MoEngage Connector v1.0 architecture
Connector responsibilities
| Function | Owner |
|---|---|
| Payload validation and transformation | MoEngage Connector |
| Authentication (Basic Auth, MoEngage to connector) | MoEngage Connector |
| Message queueing and dispatch | MoEngage Connector |
| WhatsApp delivery to end consumer | Vonage Messages API |
| Delivery status callbacks (DLR) to MoEngage | MoEngage Connector |
| Inbound reply processing (STOP, opt-out, button replies) | MoEngage Connector |
| Campaign creation, audience selection, personalization | MoEngage platform |
| WhatsApp template approval and management | Vonage / Meta (WhatsApp Business Platform) |
5. User Roles
This guide is organized by the primary user role involved in deploying and operating the connector:
| Role | Responsibilities |
|---|---|
| Admin / Marketing Ops | Deploys the connector on VCR, configures the MoEngage sender profile, adds approved WhatsApp templates in MoEngage, manages template alignment, and monitors campaign delivery. |
| End User (consumer) | Receives WhatsApp campaign messages from the brand. May reply with STOP to opt out. No configuration required from the end user. |
6. Choose Your Channel
The MoEngage Connector supports both WhatsApp and SMS as outbound channels. Each channel has its own setup flow, prerequisites, and operational details. Select the guide for the channel you want to configure:
For WhatsApp campaigns:
Refer to the Vonage MoEngage Connector, WhatsApp Channel Guide.
The WhatsApp guide covers WhatsApp Business Account (WABA) prerequisites, deploying the WhatsApp connector instance on Vonage Cloud Runtime, configuring the vonage-v2 sender in MoEngage, managing approved WhatsApp templates (including automated template sync), personalization, and launching WhatsApp campaigns. It also includes WhatsApp-specific troubleshooting, including template parameter errors, Meta rejection codes, and DLR mapping.
For SMS campaigns:
Refer to the Vonage MoEngage Connector, SMS Channel Guide.
The SMS guide covers configuring Vonage as a custom SMS service provider in MoEngage, deploying the SMS connector instance on Vonage Cloud Runtime, the two-pass sender configuration flow (where you retrieve the Delivery Tracking URL mid-flow), delivery response field mapping, SMS template creation (optional), and launching SMS campaigns. It also includes SMS-specific troubleshooting, including carrier rejections, DLT compliance for India, and Authorization header issues.
Setup overlap between channels:
Although the two channels share the same underlying architecture (MoEngage triggers, connector dispatches, Vonage Messages API delivers), the dashboard paths, sender configuration fields, and operational considerations differ enough that we maintain a dedicated guide for each. If you plan to use both channels, you will deploy two separate connector instances (one per channel) and configure two separate sender profiles in MoEngage.
| Channel | MoEngage Path | Vonage Auth | Templates |
|---|---|---|---|
| Settings > Channels > WhatsApp > Sender configuration | api-key + api-secret (separate fields), Custom Auth | Required, Meta-approved, auto-syncable from Vonage | |
| SMS | Settings > Channel > SMS & RCS > Sender Configuration | Authorization header: Custom <apikey>:<apisecret> | Optional, MoEngage-native, no external approval needed |
7. How to Get Help
Best way (recommended): Vonage Help Center
https://api.support.vonage.com/hc/en-us/requests/new?ticket_form_id=27404957240092
Select the form titled "Using Vonage Connector” and then select your connector -> “Using Vonage Conversations for MoEngage" so the ticket is routed directly to the MoEngage Connector support group.
What to include (for faster resolution):
| Field | Description |
|---|---|
| Your email address | Customer contact |
| Subject | Issue summary |
| Description | Detailed issue description |
| API Key | Vonage API Key (account ID only, not secret) |
| Message ID | Vonage message_uuid from vonage dashboard->Message logs or MoEngage campaign analytics, for delivery troubleshooting |
| Channel Used | WhatsApp or SMS |
| Sender Details | For WhatsApp: WABA number (digits only). For SMS: sender configuration name and Sender ID, where applicable. |
| Campaign Name | MoEngage campaign name and approximate send timestamp |
| Attachments | Screenshots, logs, MoEngage campaign analytics exports |
Note: For issues that are specific to the MoEngage platform itself (campaign builder behavior, MoEngage user attribute setup, audience segmentation logic), contact MoEngage Support directly. MoEngage platform issues are outside Vonage's support scope.