How to Send WhatsApp Free-Form Messages Using Campaigns?

In this article, we'll walk you through the process of sending free-form WhatsApp messages using the Campaigns app. You'll learn how to effectively utilize the 24-hour response window, set up conversation routing, and engage with your audience without the need for message templates. This guide will ensure you're ready to maximize your business communication strategies on WhatsApp.

Steps to send free-form WhatsApp messages

1. Set up a WhatsApp Business Messaging Account
   Before sending any messages, ensure you have an onboarded WhatsApp Business messaging account.

2. Collect active conversations
   You can gather active conversations in various ways to identify who is within the 24-hour response window. Here are three simple methods for collecting active conversations within the Customer Data Platform (CDP):

   • Use the Events Webhook in the Channels App: Collect all incoming messages efficiently with the webhook feature iun the Channels app.

   • Utilize HALO, Conversational AI Cloud, or Scripted Chatbot: Leverage these tools to track active conversations seamlessly, by add HTTP steps that send data to the Customer Data Platform.

   • Use the Mobile Service Cloud adapter: Collect active conversations in the Mobile Service Cloud via the standard integration in the Customer Data Platform.

3. Create a Segment/List
   Once conversation collection is properly set up, the Customer Data Platform (CDP) receives events from anyone messaging your business. Use these events to create a segment of users within the 24-hour response window by selecting your incoming WhatsApp event and setting its occurrence to at least 1 time within the last 1 day.
   After you’ve created your segment, make sure to synchronize to Address Book!
   

   

4. Engaging with your audience
   This is where the fun begins! Open Campaigns and design your (triggered) campaign the way you want it. The Freeform WhatsApp editing mode can be found directly above the WhatsApp template selector, where it says: 'Write a freeform message'.

Don’t forget to make use of media types, such as images, videos, audio and documents to add some more flavor to your message! You’ve now sent you free-from WhatsApp message!

Perhaps this was a little too technical for you? No problem, feel free to reach out to our support team or your contact person at CM.com.