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Update Onboarding Instructions and Add Merge Tag Info DOC-670 [netlify-build]
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‎src/engage/content/whatsapp.md

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@@ -11,15 +11,15 @@ With Twilio Engage, you can build personalized WhatsApp templates to store and u
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This page explains how to create, build, and submit WhatsApp templates for approval.
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> warning "WhatsApp Template Approval"
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> WhatsApp templates must be approved before you can use them in campaigns. Template approvals can take up to 48 hours. Keep this timeframe in mind if you plan to send time-sensitive templates.
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> WhatsApp templates must be approved by Meta before you can use them in campaigns.
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## WhatsApp templates types
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You can choose between three WhatsApp template types:
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- **Call to action**, which lets you send messages your customers can interact with
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- **Media**, which lets you send messages containing media and text content
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- **Text**, which lets you send text content of up to 1600 characters
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- **Media**, which contain media and text content
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- **Text**, which contain text content of up to 1600 characters
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- **Call to action**, which contain text content and phone or website buttons
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## Build a WhatsApp message template
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2. Select **WhatsApp**, then click **Configure**.
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3. Add a template name and select your template's language.
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4. Select your template's content type, then click **Next**.
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- For text templates, enter your message's text in the **Body** field and add any desired merge tags.
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- For text templates, enter your message's text in the **Body** field and add any desired [merge tags](#personalize-with-merge-tags).
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- For media templates, enter your message's text in the **Body** field, add the media URL, then add any desired merge tags.
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5. Once you've finished adding your template's content, click **Save and submit for WhatsApp approval** or **Save**.
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- If you choose to submit your template for approval, confirm by clicking **Submit**.
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4. In the **Submit for WhatsApp review** overlay, select **Submit**.
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5. Segment then confirms that your template was saved and submitted for approval.
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## Personalize with merge tags
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You can personalize your WhatsApp templates with merge tags based on profile traits.
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To include merge tags in your template, click **+ Add merge tag** in the template builder and select the profile trait(s) you want to include in your message.
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Segment displays the merge tag in the body as a numerical value surrounded by curly braces, like `{% raw %}{{1}}{% endraw %}`. When a user triggers your WhatsApp campaign, Segment will replace the merge tag with the specific value associated with that user's profile.
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If a merge tag doesn't apply to a subscriber, Engage will use the content you enter into the **Default content** field.
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![Using merge tags with a WhatsApp message](/docs/engage/images/merge_tag.png "Using merge tags with a WhatsApp message")
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> info ""
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> To learn more about profile traits, visit Segment's [Computed Traits](/docs/engage/audiences/computed-traits/) and [SQL Traits](/docs/engage/audiences/sql-traits/) documentation.
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## Template approvals
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Meta must first review and approve your WhatsApp template before you can use it in a campaign. Template approvals can take up to 48 hours. Keep this time frame in mind if you plan to send time-sensitive templates.
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For more on the template approval process, view [recommendations and best practices for creating WhatsApp Message Templates](https://support.twilio.com/hc/en-us/articles/360039737753-Recommendations-and-best-practices-for-creating-WhatsApp-Message-Templates){:target="_blank"}.
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## Next steps
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Once your template has been approved, you can [create a Journey to send a WhatsApp campaign](/docs/engage/campaigns/whatsapp-campaigns).

‎src/engage/images/merge_tag.png

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‎src/engage/onboarding.md

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| Segment | 1. Verify Engage identifiers in your Segment workspace. <br> 2. Add any missing identifiers. |
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| SendGrid | 1. Create a SendGrid account. <br> 2. Upgrade your account to a Pro plan. <br> 3. Configure an IP. <br> 4. Create a SendGrid subuser. <br> 5. Authenticate your domain. <br> 6. Enable subscription tracking. <br> 7. Enable an event webhook. <br> 8. Generate API credentials, then copy them into Engage settings. <br> 9. Warm up your IP. <br> 10. Contact SendGrid support. |
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| Twilio | 1. Create a Twilio account. <br> 2. Purchase phone number(s). <br> 3. If necessary, register phone number(s). <br> 4. Create a messaging service. <br> 5. Generate an API key, then copy it into the Engage settings. <br> 6. Configure an event webhook. |
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| WhatsApp | 1. Provision a phone number through Twilio. <br> 2. Connect your Facebook account. <br> 2. Create the WhatsApp messaging service. |
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| WhatsApp | 1. Register a Twilio number with WhatsApp. <br> 2. Connect your Facebook account. <br> 2. Create the WhatsApp messaging service. |
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Several onboarding steps require copying and pasting information between Segment and SendGrid or Twilio. To streamline setup, open your Segment workspace in one browser tab and open two others for tasks you’ll carry out in SendGrid and Twilio.
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To send WhatsApp messages in Twilio Engage, you'll provision a phone number through Twilio, connect your Facebook account, and create a WhatsApp messaging service.
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### Provision a phone number through Twilio
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### Register a Twilio number with WhatApp
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1. [Purchase a phone number](https://support.twilio.com/hc/en-us/articles/223135247-How-to-Search-for-and-Buy-a-Twilio-Phone-Number-from-Console){:target="_blank"} within your Twilio Console.
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2. From the Twilio side menu, navigate to **Messaging > Senders > WhatsApp Senders**.
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1. Follow Facebook's instructions to log in to your Facebook account.
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2. When you reach the **Fill in your business information** page, choose your WhatsApp Business Account or create a new account. Select **Next**.
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3. Select your WhatsApp Business Profile or create a new profile. Select **Next**.
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3. Create a new WhatsApp Business Profile that follows [Meta's display name guidelines](https://www.facebook.com/business/help/757569725593362){:target="_blank"}. Fill out all fields, then select **Next**.
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4. In your Twilio console, copy the number shown in the **Number to register with WhatsApp** field. Paste it into the **Phone number field** on the Facebook **Add a phone number for WhatsApp** page, then select **Next**.
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5. Facebook prompts you to verify your phone number. Select the **Text message** radio button, then select **Next**.
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6. In your Twilio console, copy the number in the **Verify via text messages** section, then enter it into the Facebook **Verification code** field. Select **Next**.
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2. On the Messaging Services page, click **Create Messaging Service**.
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3. Enter a name for your Messaging Service. **You must include the word `WhatsApp` in the messaging service name.**, for example, `My New Service WhatsApp`.
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4. Under the Messaging use dropdown, select **Market my services**, then select **Create messaging service**.
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5. From the **Sender Pool** tab, click **Add Senders**, then select the phone number you purchased in Step 1. Click **Add phone numbers,** then **Confirm**.
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6. Twilio confirms that the number has been assigned to the service.
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5. From the **Sender Pool** tab, click **Add Senders > Add WhatsApp Numbers > Confirm**.
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6. Twilio confirms that the WhatsApp number has been assigned to the service.
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Your WhatsApp messaging service is now created.
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