Once your WhatsApp adapter is set up and customers are subscribed, you can use WhatsApp in Journey Builder, respond to customer replies, target customers with Segments, track engagement in campaign reports, and view customer activity in the Unified Customer Timeline.
Journey builder
Add a WhatsApp message trigger to any journey. Select the WhatsApp template to use — a preview of the message appears alongside the trigger. The template must have a WhatsApp Sender selected on its Properties tab before it can be used. See WhatsApp templates.
The WhatsApp trigger supports delay, filters, tracking parameters, and A/B Testing. For details on trigger settings, see Messaging.
Responding to customer replies
When a customer replies to a WhatsApp message, Blueshift captures it as a bsft_inbound_message event. You can use this to automatically follow up based on the customer's reply.
Create an event-triggered campaign on the bsft_inbound_message event and add a decision splitto filter on the message_body attribute — the customer's reply text. This lets you route customers down different paths and send the right follow-up WhatsApp message depending on their response.
We recommend that you always include a path in the decision split that handles everything else — replies that don't match any of your defined paths. On this path, send a simple default reply — for example, a thank-you message with a link to your website or support. This ensures every customer gets a response, even when their reply doesn't match any of the paths you defined.
Segments
WhatsApp subscription attributes are available under User attributes in Segment Builder. Select whatsapp_preferences and set the operator to is nested to access the following attributes:
Attribute | Description |
|
|
| The WhatsApp sender number the preference applies to. |
| Timestamp of when the customer subscribed. |
For more on building segments, see Segmentation overview.
Reporting
WhatsApp engagement is tracked across the following metrics in campaign reports:
Metric | What it tracks | Notes |
Sent | Message dispatched from Blueshift. | — |
Delivered | Message confirmed delivered to the recipient's device. | Not retained beyond 30 days. |
Impressions | Message read by the recipient. | Not recorded if the recipient has read receipts disabled. |
Clicks | Link or button tapped in the message. | Tracked for dynamic URL CTA buttons and body links injected via a variable. Static URL buttons and hardcoded body links are not tracked. |
Bounce | Message failed to deliver. | — |
Clicks are differentiated by type:
Click type | Source |
| A URL in the message body text. |
| A dynamic URL CTA button. |
| A quick reply button tap. |
Customer profile
WhatsApp engagement events — sent, delivered, read, clicked, and bounced — are recorded in the customer's Unified Customer Timeline. Inbound messages, including keyword replies and quick reply button taps, also appear in the timeline.
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