Integrating WhatsApp into SAS Customer Intelligence 360 (CI360)

[Jorge90]

Hello!

I am reaching out to the community to find out if anyone has integrated WhatsApp to create campaigns in CI360.

I cannot find any documentation on how to do this. The idea is to send messages via WhatsApp from CI360 for campaigns, promotions, etc.

If anyone has done this and has any documents or manuals, I would be grateful.

Thank you.

[ChrisMosa]

Please see the  GitHub Third Party Extensions for SAS CI360   

and specifically:

• WhatsApp (via Syniverse): Syniverse Communication Gateway (SCG) connector, enables WhatsApp communication through Syniverse

[viniciuscerqu]

Thanks for sharing the details Chris. Jorge, if you want to talk about creating an account with Syniverse, please reach out to me at vinicius.cerqueira@syniverse.com.

You can also take a look at our documentation here https://developer.syniverse.com/

[shed_hues]

Hello!

WhatsApp integration in CI 360 can be achieved using Custom Tasks and Connectors. These components support both batch and real-time use cases:

• Custom Tasks (Triggered): Ideal for real-time or event-driven scenarios. They integrate seamlessly with Real-Time Journeys, enabling immediate responses to customer actions.

• Custom Tasks (Batch): Suitable for scheduled or periodic executions. These work well with Scheduled Journeys to address recurring communication needs.

• Additionally, Custom Tasks can function as standalone components, without being part of a journey, if that suits your integration scenario.

For example, a triggered Custom Task could be executed when a Loan Application Form is submitted on your website, while a batch Custom Task could be scheduled to run every Monday morning to send weekly updates or offers.

Below is a high-level sequence of steps to set up WhatsApp integration:

1. Determine your use case — whether it is a batch or a triggered (real-time) scenario.

2. Develop and host a Custom Connector (REST API) that:

   • Accepts payload data from CI 360.

   • Processes the data and integrates with the WhatsApp Messaging API.

3. Configure your REST API endpoint in CI 360 as a Connector (one-time setup).

4. Create a Custom Task Type and associate it with the configured Connector (one-time setup).

   • Within this step, you can define personalization attributes such as the recipient’s first name, coupon code, or other variables.

   • For triggered tasks, you can also include HTML or plain text message content.

5. Create a new Custom Task using your WhatsApp Task Type. Configure the task with the necessary details and execute it as required.

Please note that the link shared earlier by Chris specifically focuses on implementing the real-time (triggered) use case.

References:

1. Connector: https://go.documentation.sas.com/doc/en/cintcdc/production.a/cintag/ch-connectors-about.htm
2. Custom Tasks: https://go.documentation.sas.com/doc/en/cintcdc/production.a/cintug/custom-about.htm