Add New WhatsApp Template and Campaign Content DOC-670 [netlify-build]

pwseg · pwseg · commit f6ae0e862ea3 · 2023-03-19T22:18:48.000-07:00
diff --git a/src/_data/sidenav/main.yml b/src/_data/sidenav/main.yml
@@ -375,6 +375,10 @@ sections:
       title: Email Template Editor
     - path: '/engage/content/sms/template'
       title: SMS Template
+    - path: '/engage/content/sms/template'
+      title: SMS Template
+    - path: '/engage/content/whatsapp'
+      title: WhatsApp Template
   - section_title: Campaigns
     description: "Create multi-channel campaigns to get the right message to your users."
     section:
@@ -384,6 +388,8 @@ sections:
       title: Email Campaigns
     - path: '/engage/campaigns/sms-campaigns'
       title: SMS Campaigns
+    - path: '/engage/campaigns/whatsapp-campaigns'
+      title: WhatsApp Campaigns
   - path: '/engage/analytics'
     title: Analytics Overview
   - path: '/engage/settings'
diff --git a/src/engage/campaigns/whatsapp-campaigns.md b/src/engage/campaigns/whatsapp-campaigns.md
@@ -0,0 +1,51 @@
+---
+title: WhatsApp Campaigns
+plan: engage-premier
+---
+
+> info "WhatsApp Public Beta"
+> WhatsApp as an Engage channel is in public beta.
+
+## How Engage campaign works
+
+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.
+
+You’ll build and send your WhatsApp campaign in three stages:
+
+1. Create a Journey.
+2. Add a Journey condition.
+3. Add a WhatsApp step and publish your campaign.
+
+> warning "WhatsApp Templates"
+> To send a WhatsApp campaign, you'll first need an approved WhatsApp template. For instructions on building a template, view [WhatsApp Templates](/docs/engage/content/whatsapp).
+
+### Create a Journey
+
+Because Engage campaigns exist within Journeys, begin by creating a Journey:
+
+1. In Engage, select **Journeys**, then click **Create journey**.
+2. Name your Journey and select its entry settings.
+3. Click **Build Journey** to create the Journey.
+
+Segment then opens the Journey Builder.
+
+### Add a Journey condition
+
+With your Journey created, you’ll now set a condition to trigger your WhatsApp campaign:
+
+1. Within the Journey builder, click **+ Add Entry Condition**.
+2. In the **Add entry condition** pane, give the step a name.
+3. Click **+ Add Condition**, select your desired condition, then click **Save**.
+
+With your entry condition added, you’re now ready to add an approved WhatsApp template to build a campaign.
+
+### Add a WhatsApp step and publish your Journey
+
+1. Within the Journey builder, click the **+** node below your new condition.
+2. From the **Add step** window, click **Send a WhatsApp Message**.
+3. Pick an approved template from the template list, then choose **Select**.
+4. Give the WhatsApp message step a name.
+5. In the **Sender** field, choose **WhatsApp**. If successful, Segment returns `Messaging service validated`. Click **Save**.
+6. Segment returns you to the Journey builder. Select **Publish**, then select **Publish journey** in the popup.
+
+Your Journey and WhatsApp campaign are now live. Users who trigger the WhatsApp step’s parent Journey condition will receive your SMS campaign.
diff --git a/src/engage/content/whatsapp.md b/src/engage/content/whatsapp.md
@@ -0,0 +1,52 @@
+---
+title: WhatsApp Template
+plan: engage-premier
+---
+
+> info "WhatsApp Public Beta"
+> WhatsApp as an Engage channel is in public beta. 
+
+With Twilio Engage, you can build personalized WhatsApp templates to store and use throughout marketing campaigns. 
+
+This page explains how to create, build, and submit WhatsApp templates for approval.
+
+> warning "WhatsApp Template Approval"
+> 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.
+
+## Types of WhatsApp templates
+
+You can choose between three WhatsApp template types:
+
+- **Call to action**, which lets you send messages your customers can interact with
+- **Media**, which lets you send messages containing media and text content
+- **Text**, which lets you send text content of up to 1600 characters
+
+## Build a WhatsApp message template
+
+Follow these steps to build a WhatsApp template:
+
+1. Navigate to **Engage > Content** and click **Create template**.
+2. Select **WhatsApp**, then click **Configure**.
+3. Add a template name and select your template's language.
+4. Select your template's content type, then click **Next**.
+    - For text templates, enter your message's text in the **Body** field and add any desired merge tags.
+    - For media templates, enter your message's text in the **Body** field, add the media URL, then add any desired merge tags.
+5. Once you've finished adding your template's content, click **Save and submit for WhatsApp approval** or **Save**. 
+    - If you choose to submit your template for approval, confirm by clicking **Submit**.
+6. Segment confirms that your template was saved **or** saved and submitted for approval.
+
+## Submitting a template for approval
+
+If you saved your template without submitting it for approval, it won't be available for use in campaigns until you submit it for approval. 
+
+Follow these steps to submit saved templates for approval:
+
+1. Navigate to **Engage > Content > WhatsApp**.
+2. In the WhatsApp Templates table, select the template you want to submit for approval.
+3. Review your template. If you're ready to submit it for approval, select **Save and submit for WhatsApp approval**.
+4. In the **Submit for WhatsApp review** overlay, select **Submit**.
+5. Segment then confirms that your template was saved and submitted for approval.
+
+## Next steps
+
+Once your template has been approved, you can [create a Journey to send a WhatsApp campaign](/docs/engage/campaigns/whatsapp-campaigns).
diff --git a/src/engage/index.md b/src/engage/index.md
@@ -7,7 +7,7 @@ redirect_from:
 
 Powered by real-time data, Twilio Engage (formerly known as Personas) is a customizable personalization platform with which you can build, enrich, and activate Audiences.
 
-Engage Channels builds on top of these Audiences, helping you connect with and market to your customers through email and SMS campaigns.
+Engage Channels builds on top of these Audiences, helping you connect with and market to your customers through email, SMS, and WhatsApp campaigns.
 
 ## What can you do with Engage?
 
@@ -23,7 +23,7 @@ Add detail to user profiles with new traits and use them to power personalized m
 - [**SQL Traits:**](/docs/engage/audiences/sql-traits/) Run custom queries on your data warehouse using the Engage SQL editor, and import the results into Segment. With SQL Traits, you can pull rich, uncaptured user data back into Segment.
 
 #### Build Audiences
-Create lists of users or accounts that match specific criteria. For example, after creating an `inactive accounts` audience that lists paid accounts with no logins in 60 days, you can push the audience to your analytics tools or send an SMS or email campaign with Engage Channels. Learn more about [Engage audiences](/docs/engage/audiences/).
+Create lists of users or accounts that match specific criteria. For example, after creating an `inactive accounts` audience that lists paid accounts with no logins in 60 days, you can push the audience to your analytics tools or send an SMS, email, or WhatsApp campaign with Engage Channels. Learn more about [Engage audiences](/docs/engage/audiences/).
 
 #### Sync audiences to downstream tools
 Once you create your Computed Traits and Audiences, Engage sends them to your Segment Destinations in just a few clicks. You can use these Traits and Audiences to personalize messages across channels, optimize ad spend, and improve targeting. You can also use the [Profile API](/docs/profiles/profile-api) to build in-app and onsite personalization. Learn more about [using Engage data](/docs/engage/using-engage-data/) and the [Profile API](/docs/profiles/profile-api).
@@ -32,23 +32,25 @@ Once you create your Computed Traits and Audiences, Engage sends them to your Se
 
 ## Market to customers with Engage Premier and Channels
 
-To send email and SMS message campaigns with Engage Channels, you'll connect a [Twilio messaging service](https://support.twilio.com/hc/en-us/articles/223181308-Getting-started-with-Messaging-Services){:target="blank"} and [SendGrid subuser account](https://docs.sendgrid.com/ui/account-and-settings/subusers#create-a-subuser){:target="blank"} to your Segment Engage space. Use existing accounts, or create new ones.
+To send email, SMS, and WhatsApp campaigns with Engage Channels, you'll connect a [Twilio messaging service](https://support.twilio.com/hc/en-us/articles/223181308-Getting-started-with-Messaging-Services){:target="blank"} and [SendGrid subuser account](https://docs.sendgrid.com/ui/account-and-settings/subusers#create-a-subuser){:target="blank"} to your Segment Engage space. Use existing accounts, or create new ones.
 
 View the [onboarding steps](/docs/engage/onboarding/) for more on how to connect Twilio and SendGrid accounts.
 
-#### Send email and SMS messages in Journeys
+#### Send email, SMS, and WhatsApp messages in Journeys
 
-Use Engage to build email and SMS campaigns within [Journeys](/docs/engage/journeys/). Send email or SMS campaigns to [subscribed users](#user-subscriptions) based on event behavior and profile traits. With [message analytics](#message-analytics), you can track the performance of your campaigns.
+Use Engage to build email, SMS, and WhatsApp campaigns within [Journeys](/docs/engage/journeys/). Send campaigns to [subscribed users](#user-subscriptions) based on event behavior and profile traits. With [message analytics](#message-analytics), you can track the performance of your campaigns.
 
 - **Send Email**: [Build email campaigns](/docs/engage/campaigns/email-campaigns/) with existing templates, or create a new email template within Journeys. Before you send the email, test the template and set [conversion goals](#conversion-goals).
 
 - **Send SMS messages**: [Build SMS campaigns](/docs/engage/campaigns/sms-campaigns/) to message users in real-time as a step in a Journey. For example, create an abandoned cart campaign that texts users a reminder to complete their purchase, along with a promo code. Add [merge tags](#personalize-with-merge-tags) and set conversion goals.
 
+- **Send WhatsApp messages**: [Build WhatsApp campaigns](/docs/engage/campaigns/whatsapp-campaigns) 
+
 To learn more, visit the [CSV Uploader](/docs/engage/profiles/csv-upload/) documentation.
 
-#### Build Email and SMS message templates
+#### Build Email, SMS, and WhatsApp message templates
 
-Build personalized [email](/docs/engage/content/email/template/) and [SMS](/docs/engage/content/sms/template) templates in Twilio Engage to use in your campaigns. Design email templates with a WYSIWYG [visual editor](/docs/engage/content/email/editor/) or a code editor. Engage saves the templates for you to preview, edit, and reuse throughout Journeys.
+Build personalized [email](/docs/engage/content/email/template/), [SMS](/docs/engage/content/sms/template), and [WhatsApp](/docs/engage/content/whatsapp) templates in Twilio Engage to use in your campaigns. Design email templates with a WYSIWYG [visual editor](/docs/engage/content/email/editor/) or a code editor. Engage saves the templates for you to preview, edit, and reuse throughout Journeys.
 
 #### Personalize with merge tags
 Insert real-time user profile traits from merge tags to personalize each message. For example, address recipients by name or highlight new products from a user's favorite brand.
diff --git a/src/engage/journeys/build-journey.md b/src/engage/journeys/build-journey.md
@@ -45,6 +45,7 @@ Journeys offers the following steps:
 - **Connect to existing steps**, which joins two separate branches.
 - **Send an email**, which sends a [Channels email](/docs/engage/campaigns/email-campaigns/) to a group of users
 - **Send an SMS**, which sends a [Channels SMS](/docs/engage/campaigns/sms-campaigns/) to a group of users
+- **Send a WhatsApp**, which sends a [Channels WhatsApp message](/docs/engage/campaigns/whatsapp-campaigns/) to a group of users
 - **Send to Destinations**, which delivers information about the Journey to the selected Destination
 
 For more details on each available Journey step, view the [Journey step types documentation](/docs/engage/journeys/step-types).
diff --git a/src/engage/journeys/step-types.md b/src/engage/journeys/step-types.md
@@ -102,7 +102,7 @@ Follow these steps to add a Show an ad step to a Journey:
 
 ### Channels steps
 
-The **Send an Email** and **Send an SMS** steps are only available on [Engage Premier](/docs/engage/onboarding/).
+The **Send an Email**, **Send an SMS**, and **Send a WhatsApp** steps are only available on [Engage Premier](/docs/engage/onboarding/).
 
 #### Send an email
 
@@ -125,14 +125,12 @@ Use Twilio Engage to send email as a step in a Journey.
 
 `Subscribed` users will receive an email upon entering the step. Visit [Email Campaigns](/docs/engage/campaigns/email-campaigns/) for more information.
 
-### Send an SMS
+#### Send an SMS
 
-Send an SMS
-
-Use Engage to send an SMS message as a step in a Journey.
+Use Twilio Engage to send an SMS message as a step in a Journey.
 
 > note ""
-> To send SMS in Engage, you must connect a Twilio messaging service to your segment workspace. Visit the [onboarding steps](/docs/engage/onboarding/) for more information.
+> To send SMS and WhatsApp in Engage, you must connect a Twilio messaging service to your Segment workspace. Visit the [onboarding steps](/docs/engage/onboarding/) for more information.
 
 1. Click **Send an SMS** from the **Select a Step** window.
 2. Build an SMS template from scratch, or select a previously built template. Click **Manage Templates** to visit the SMS Templates page.
@@ -146,6 +144,13 @@ Use Engage to send an SMS message as a step in a Journey.
 
 As soon as a `subscribed` user enters the Send SMS step, they'll receive the text. Visit [SMS Campaigns](/docs/engage/campaigns/sms-campaigns/) for more information.
 
+#### Send a WhatsApp
+
+Use Twilio Engage to send a WhatsApp message as a step in a Journey.
+
+> info "WhatsApp Public Beta"
+> WhatsApp as an Engage channel is in public beta. 
+
 ### Send to Destinations
 
 The **Send to Destinations** step delivers information about the Journey to the selected Destination. For more information, see [Send data to Destinations](/docs/engage/journeys/send-data).
