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Merge pull request #4922 from segmentio/whatsapp-mms-ga-updates
WhatsApp and MMS GA Updates
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‎src/engage/campaigns/whatsapp-campaigns.md

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plan: engage-premier
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---
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> info "WhatsApp Public Beta"
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> WhatsApp as an Engage channel is in public beta.
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## How Engage campaigns work
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Twilio Engage uses Journeys to send WhatsApp, email, and SMS campaigns. With Journeys, you add conditions and steps that trigger actions like sending a WhatsApp message.

‎src/engage/content/sms/template.md

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Use personalized SMS messages to connect with users in real-time, as they reach a specific step in a journey.
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## SMS template types
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You can choose between two SMS template types:
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- **Media**, which contains media and text content
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- **Text**, which contains text content of up to 1600 characters
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## Build an SMS message template
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> info ""
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> You must first configure your SMS service with Twilio to build an SMS template in Engage. Visit the [onboarding steps](/docs/engage/onboarding/) for more on how to connect a Twilio account.
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To build an SMS template, navigate to **Engage > Content** and click **Create Template**.
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Follow these steps to build an SMS template:
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1. Select **SMS**, then click **Configure**.
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2. Add a template name and description.
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3. Select a [Twilio Engage messaging service](https://support.twilio.com/hc/en-us/articles/223181308-Getting-started-with-Messaging-Services){:target="blank"} to use.
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4. Add the body of your text message. To personalize your message based on user profile traits, include [merge tags](#personalize-with-merge-tags).
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1. Include an opt-out message in the body of your text. For example, "Reply STOP to unsubscribe." See [SMS Best Practices](#sms-best-practices-and-limitations) for more information.
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5. [Test your personalized SMS](#test-your-sms-template) with relevant user profiles.
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6. Click **Create SMS Template**.
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1. Navigate to **Engage > Content** and click **Create template**.
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2. Select **SMS**, then click **Configure**.
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3. Enter 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](#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. Media templates support PNG, JPEG, and GIF files.
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5. Include an opt-out message in the body of your text. For example, "Reply STOP to unsubscribe." See [SMS Best Practices](#sms-best-practices-and-limitations) for more information.
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6. Once you've finished adding your template's content, click **Save**.
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7. Segment confirms that your template was saved.
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Use the SMS Templates screen to preview and update existing SMS message templates.
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> info ""
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> Link Shortening is only available for SMS messages.
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## Clone an SMS message template
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## Working with SMS message templates
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You can edit, duplicate, and delete SMS templates within your Engage workspace.
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### Edit an SMS message template
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To edit an SMS template:
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1. Navigate to **Engage > Content**.
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2. Select the **...** icon next to template you want to edit. Click **Edit**.
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3. From the template's overview page, select **Edit** or **Settings**.
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4. Edit your template, then click **Update Template** to save your changes.
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### Duplicate an SMS message template
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To duplicate an SMS template:
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1. Navigate to **Engage > Content**.
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2. Select the **...** icon next to template you want to duplicate. Click **Duplicate**.
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3. From the **Duplicate Template** popup, click **Duplicate**.
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You can clone existing SMS templates to edit and use in your message campaigns.
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After you duplicate a template, you can edit it from the Templates page.
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To clone a template, navigate to the Templates page (**Engage > Content**). You can also clone from the Overview page of an individual template.
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### Delete an SMS message template
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1. Click the **...** icon.
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2. Select **Clone**.
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3. Enter a template name.
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4. Click **Clone** to save the template.
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To delete an SMS template:
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After you clone a template, you can edit it from the Templates page.
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1. Navigate to **Engage > Content**.
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2. Select the **...** icon next to template you want to delete. Click **Delete**.
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2. From the **Confirm Template Deletion** popup, click **Delete Template**.
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## SMS best practices and limitations
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### Include an SMS opt-out message
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When you build an SMS, it's important to include an opt-out message in the body of your text that informs recipients they can unsubscribe from a message channel.
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When you build an SMS, include an opt-out message in the body of your text that informs recipients they can unsubscribe from a message channel.
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When an SMS recipient replies "Stop" to an SMS, they'll receive an opt-out confirmation, and Engage updates their phone number subscription status. Visit the [User Subscription States](/docs/engage/user-subscriptions/subscription-states/) documentation to learn more about user subscriptions in Engage.
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‎src/engage/content/whatsapp.md

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plan: engage-premier
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> info "WhatsApp Public Beta"
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> WhatsApp as an Engage channel is in public beta.
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With Twilio Engage, you can build personalized WhatsApp templates to store and use throughout marketing campaigns.
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This page explains how to create, build, and submit WhatsApp templates for approval.

‎src/engage/onboarding.md

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## Stage 4: Create and configure Twilio WhatsApp services
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> info "WhatsApp Public Beta"
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> WhatsApp as an Engage channel is in public beta.
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To send WhatsApp messages in Twilio Engage, you'll register a Twilio number with WhatsApp, connect your Facebook account, and create a WhatsApp messaging service.
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### Register a Twilio number with WhatsApp
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1. [Purchase an SMS-capable 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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- For international numbers, view Twilio's [Phone Number Regulations](https://www.twilio.com/en-us/guidelines/regulatory){:target="_blank"} guidelines.
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2. From the Twilio side menu, navigate to **Messaging > Senders > WhatsApp Senders**.
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3. Select **Create new sender**.
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4. From the **New Sender** builder, find **Twilio phone number**, then choose the phone number you purchased in Step 1. Select **Continue**.

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