Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/Multichannel/Engage/Connect/WhatsAppBusinessMessaging/UseWhatsApp.htm ## Using WhatsApp Business Messaging in Vault CRM End users can view and send WhatsApp messages in Vault CRM, removing the need to navigate away from Vault CRM to communicate with HCPs and enabling tracking for the messages. **Who can use this feature?** * End Users - iPad, iPhone * [Starting a WhatsApp conversation in the Chats tab](#StartConversation) * [Capturing consent for WhatsApp Business Messaging](#Consent) * [Starting conversations with approved message templates](#ApprovedTemplate) * [Sending messages during the rolling 24-hour customer service window](#Window) * [Sharing web links for CLM content via WhatsApp Business Messaging](#ShareLink) * [Receiving notification of customer service window expiration](#ExpireWindow) * [Using shared phone numbers](#SharedNumbers) * [Tracking sent messages](#Tracking) * Users require an Engage license ### Configuring WhatsApp Business Messaging for [![Closed](../../../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#) To configure this feature: 1. Ensure [Configuring WhatsApp Business Messaging in Vault CRM](ConfigureWhatsApp.htm) is complete. 2. Ensure WhatsApp Business Accounts and phone numbers are connected, end users are assigned to phone numbers, message templates are data loaded, and consent for messaging is set up. See the following for more information: * [Managing WhatsApp Business Accounts and Phone Numbers in Vault CRM](ManageWABA.htm) * [Managing Message Templates in Vault CRM](ManageWABATemplates.htm) * [Capturing Consent for Messaging](ManageMessagingConsent.htm) 3. Ensure the end user is not a Primary User or Secondary User for any WhatsApp Business Accounts. 4. Navigate to **Admin > Users & Groups > Permission Sets**. 5. Select the appropriate permission set. 6. Select the **Objects** tab. 7. Grant the following permissions to allow end users to send messages to multiple accounts at once from the My Accounts tab: | Object | Object Permission | Object Types | Fields | Field Permission | | --- | --- | --- | --- | --- | | sent\_message\_\_v | RE | message\_template\_\_v | message\_group\_id\_\_v | Edit | ### Using WhatsApp Business Messaging as [![Closed](../../../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#) There are three ways to start a WhatsApp conversation in the Chats tab: * Select the Chat button from the All Actions menu of a specific account ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp1.png) * Select the Start New Chat button (no existing chats) or the Compose Chat button in the Chats tab ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp2.png) * Search for an account in the search bar ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp3.png) When there are existing chat threads, searching for accounts in the search bar displays accounts with existing chat threads first, followed by accounts without chat threads. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp4.png) When viewing a conversation in the Chats tab, end users can select the View Account button to navigate directly to the account. #### Capturing Consent for WhatsApp Business Messaging To comply with Meta requirements, HCPs must be opted into WhatsApp Business Messaging for end users to send messages. If an HCP is not opted in, an alert displays in the chat thread and end users can select Consent Capture to capture consent. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp5.png) After capturing consent, a confirmation message is automatically sent to the HCP with information about the subscribe and unsubscribe keywords. HCPs can send a message containing only the subscribe or unsubscribe keyword to quickly opt in or out of WhatsApp Business Messaging. The keywords are not case sensitive. See [Defining Subscribe and Unsubscribe Keywords](ManageMessagingConsent.htm#ConsentKeywords) for more information. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp6.png) #### Starting Conversations with Approved Message Templates End users must start each conversation by selecting one of the Meta-approved message templates. By default, up to two Meta-approved message templates display for quick selection. See [Managing Message Templates in Vault CRM](ManageWABATemplates.htm) for more information about creating message templates. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp7.png) End users can select the More Message Templates button to view the other message templates. In the Message Template selector, the filter is set to Start Conversation category, which the user can reset to view all of the available Message Templates. #### Sending Messages During the Rolling 24-Hour Customer Service Window When an HCP responds to a message template, a rolling 24-hour customer service window begins. During this time, users can send free text messages, text only message templates, and links to media. The following actions are supported during the service window: Sending free text messages * End users can enter and send free text messages. If [restricted phrase rules](../RestrictedPhrases.htm) are configured, restricted phrases are highlighted while typing. Users must remove the restricted phrases before sending the message. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp8.png) Sending message templates * Users select the Message Templates pill to view all available message templates, including Text Only message templates and Meta approved message templates * Text Only message templates do not require Meta approval and are fully managed within Vault CRM ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/choose-messaging-template-text.png) ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp9.png) Sending media (CLM or website) links Select the Media pill to view to view the media library. Select the appropriate CLM presentation or website to send the link and preview it before sending. The Media button only displays when there is at least one presentation or website configured for web links. See [Sharing CLM Content via Web Link](../../Share/ShareCLMLink.htm) for more information. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/clm-presentations.png) ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/send-presentation.png) #### Sending Messages to Multiple Accounts as Users can send the same WhatsApp message to up to 25 accounts at once to save time and increase efficiency when communicating with multiple accounts. A separate message is sent to each account. This does not create a single chat thread with multiple accounts. To send a message to multiple accounts: 1. Navigate to the **My Accounts** tab. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/Many1.png) 2. Select the **Select** button beside the search bar. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/Many2.png) 3. Select up to **25** accounts. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/Many3.png) 4. Select **Send Message** from the available actions at the bottom of the screen. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/Many4.png) 5. Select the appropriate Meta message template. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/Many5.png) 6. Select **Next**. 7. Select each recipient in the **Preview** modal to review the message, ensuring any tokens referencing accounts are appropriately updated. A warning message displays when at least one of the recipients is ineligible to receive WhatsApp messages. Users can select recipients with warning icons to view the reason for ineligibility (for example, no consent to receive messages, no WhatsApp number, or the user is in an active conversation with another HCP) and select the X buttons to remove recipients. Users do not need to remove ineligible recipients to send the message. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/Many6.png) 8. Select **Send**. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/Many7.png) After sending the messages, users can navigate to the Chats tab, where a thread for each of the message recipients displays. Select a thread to view the message and its status details. If a message fails, the chat thread displays the failure reason instead of the message preview: * Failed to send - The message could not leave Vault CRM (for example, consent no longer valid) * Failed to deliver - The message reached Meta but could not be delivered to the user * Failed to deliver due to messaging limits from Meta - The WhatsApp Business Account has hit a rate limit, or the recipient has blocked marketing messages Using context menu actions on messages Select and hold a specific message to view available options: * Reply – Enter and send a contextual reply to the message. Users can send a contextual reply to both HCP’s or their own message. * Copy – Copy the full text of the message. Users can copy either the free text message that they sent or the HCP’s message. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp11.png) Ending the conversation There are two ways to end a conversation: * Select the End Conversation pill, then select End in the confirmation prompt. The customer service window ends and an automated message template is sent. See [Managing Automated WhatsApp Messages](ManageWABATemplates.htm#Automated) for more information on defining automated message templates. * Manually send a message template in the End Conversation category, then select the End Conversation pill and confirm. The customer service window ends. See [Managing Message Templates in Vault CRM](ManageWABATemplates.htm) for more information on creating message templates. If end users are manually sending message templates, do not configure automated messages to end conversation. This prevents end users from sending redundant messages. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp12.png) #### Sharing Web Links for CLM Content via WhatsApp Business Messaging End users can also share CLM content directly from the media library via WhatsApp Business Messaging during customer service window: 1. Navigate to the **Media** tab. 2. Select the **All Actions** button for the appropriate presentation or website. 3. Select **Share**. 4. Select the appropriate account. 5. Select the appropriate [message template](../../Share/MessageTemplates.htm), if configured. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp13.png) 6. Select **Chats**. 7. Select **Send** in the preview modal. #### Receiving Notification of Customer Service Window Expiration 12 hours before the service window ends, a warning displays in the chat thread. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp14.png) When the service window ends, the conversation expires and end users must send a Meta-approved message template to restart the conversation. #### Using Shared Phone Numbers End users who share a phone number can chat with different HCPs at the same time. They can also chat with the same HCP, but each user can only view their own messages with the HCP. A notification displays in the chat thread if another user sharing the same phone number had a conversation with the HCP. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp15.png) If the selected HCP is already in an active conversation with another user sharing the same phone number, the user is alerted and cannot send messages until the active conversation ends. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp16.png) If another user sharing the same phone number sends a Meta message template to an HCP but the HCP has not responded, a yellow banner displays in the chat thread to inform the user. The user can also send a Meta message template to start a conversation. When the HCP responds, the user who sent the most recent Meta message template receives the HCP’s message. ![](../../../../../Resources/Images/Multichannel/Engage/Connect/WhatsApp/WhatsApp17.png) #### Tracking Sent Messages Whenever end users send a message using a message template, a Sent Message record is created with the following information: | Field | Description | | --- | --- | | Account | The account to which the message was sent | | Capture Datetime | The datetime when the user sent the message (selected the send button) | | Message Content | The entire message sent to the account | | Message Template | The Message Template used to send the message | | Message Values | All of the placeholders, their corresponding tokens, and the resolved values replacing the tokens in the final message. Formatting can be a comma delimited list, where Meta tokens point to the tokenized string, and the sub-tokens in the tokenized string point to their respective resolved values. For example, the message "Hello Dr. {{1}}, my name is {{2}}, I'd like to talk to you about Cholecap" can be stamped as: [ {{1}} : "{{account\_\_v.lastName\_\_v}}", {{account\_\_v.lastName\_\_v}}: "Ackerman", {{2}}: "{{user\_\_sys.firstName\_\_v}} {{user\_\_sys.lastName\_\_v}}", {{user\_\_sys.firstName\_\_v}}: "Sarah", {{user\_\_sys.lastName\_\_v}}: "Jones"] | | Sent From Platform | CRM iPad or CRM iPhone, depending on the platform from which the message was sent | | Sent Message Type | Message Template | | Sent Via | WhatsApp Business | | To | The number to which the message is sent (value from the WhatsApp field on the account record) | | Transaction Type | Message Template | | User | The user who sent the message (selected the send button) | | Consent Capture Datetime | The Capture Datetime of the Multichannel Consent record validating that the account opted in to receive messages | Additionally, if a web link for CLM content is shared with the message template, a Message Activity record is created each time the HCP accesses the link. See [Sharing CLM Content via Web Link](../../Share/ShareCLMLink.htm) and [Using Message Templates When Sharing Web Links](../../Share/MessageTemplates.htm) for more information. ### Related Topics [Managing WhatsApp Business Accounts and Phone Numbers in Vault CRM](ManageWABA.htm) [Managing Message Templates in Vault CRM](ManageWABATemplates.htm) [Capturing Consent for Messaging](ManageMessagingConsent.htm)