Overview 

The WhatsApp Reply Node in Sprinklr's Journey Facilitator (JF) allows you to take dynamic actions based on user responses to WhatsApp messages. This feature enhances customer engagement by enabling more personalized and interactive communication flows.

This article briefly outlines the implementation process and highlights the key benefits, ensuring that users can effectively leverage this capability to improve their outbound messaging strategies.

Key Benefits 

• Enhanced Engagement: Allows for real-time interaction with customers based on their responses, making communication more dynamic and engaging. 

• Personalization: Tailors the customer journey based on individual responses, improving customer experience. 

• Flexibility: Provides multiple paths for different types of user interactions, including non-replies and generic text responses.

To Implement the WhatsApp Reply Node 

Create an HSM Asset for WhatsApp

• Create an HSM asset for WhatsApp, preferably including Quick Reply CTA buttons.

• If you already have an HSM asset prepared, you can skip this step.

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Add the HSM Asset to the Send Message Node in JF

• Incorporate the created HSM asset into the Send Message node within Journey Facilitator.

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Add the WhatsApp Reply Node

• Insert the WhatsApp Reply node immediately after the Send Message node. 

• Configure the node by setting a "wait up to" time, which determines the maximum duration the journey will wait for a user response.

  
   

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Configure Paths in the WhatsApp Reply Node

The node will generate N+2 paths:

• N paths: Corresponding to each Quick Reply CTA button added to the HSM asset.

• No Reply Path: Activated if the user does not respond within the specified wait time.

• Non-Button Response Path: Triggered if the user replies with text not matching any of the CTA buttons.

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Set Up Inbound Rule for Journey Resumption

Conditions:

• Check for the same Account used in the Send Message node. 

• Verify the Post Type is "Fan Post" (under message properties). 

Action:

• Resume Marketing Journey action should be set (no need to specify the journey name).

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