How do I configure WhatsApp Business Messaging in Vault CRM?

Once you’ve configured WhatsApp Business Messaging in Meta, you’ll now configure WhatsApp Business Messaging in Vault CRM.

Let’s follow Andy, an admin at Verteo Biopharma, to see how he configures WhatsApp Business Messaging in Vault CRM:

1. Configure User Permissions - Andy’s first step is to give the MSL team the permissions required to use WhatsApp Business Messaging in Vault CRM.

2. Connect WhatsApp Business Account - Andy goes through the Meta authentication process to connect their WhatsApp Business Account with Vault CRM as shown in the following demonstration.

3. Create and Submit Message Templates in Meta - Andy creates and submits message templates in Meta for approval. Once approved, Andy creates these message templates in Vault CRM.

4. Upload Message Templates in Vault CRM - Andy uploads the Meta-approved message template in Vault CRM using these two key records:

• Message Template record - A Vault CRM copy of the Meta-approved template

• Message Template Business Account record - Associates a specific Message Template record with the corresponding WhatsApp Business Account

5. Define Subscribe/Unsubscribe Keywords and Messages - To ensure compliance, it’s critical that Andy gives HCPs a clear and easy way to subscribe and unsubscribe from WhatsApp Business Messaging. We’ll see this in the following demonstration.

   Andy uses these two key records:

• Consent Type record - Andy defines the unsubscribe keyword as STOP. If an HCP wants to unsubscribe from receiving messages from Verteo, they reply with STOP. Likewise, Andy can define the subscribe keyword as START.

• Multichannel Routing record - Specifies the message template that’s automatically sent when an HCP uses a defined unsubscribe or subscribe keyword. For example, Andy specifies the template, confirm_opt_out, for any opt-outs. When an HCP replies with STOP, the confirm_opt_out message is automatically sent to the HCP, which includes the confirmation that they’ve been unsubscribed and how they can resubscribe.

Once WhatsApp Business Messaging is configured in Meta and Vault CRM, the MSL team can officially and compliantly start sending and receiving WhatsApp messages in Vault CRM.