Description: Allows you to connect Framework360 to the Wati service to send personalized notifications and messages to customers via WhatsApp, based on specific actions.
What is it for? (Practical examples)
This tool is essential for automating communication with customers through the WhatsApp channel, ensuring timely and personalized notifications.
- Immediate Order Confirmation: Automatically sends a WhatsApp message to the customer as soon as they complete a purchase on your e-commerce, providing the order summary.
- Status Notifications: Communicates to the customer the progress of a process (e.g., "Your support ticket has been opened" or "The shipment is out for delivery").
- Marketing Follow-up: Use it within a marketing journey to send a reminder or targeted promotion after the user has performed a specific action.
Main Features
1. Template Management
The system connects to Wati to retrieve the list of WhatsApp message templates you have previously approved.
- Template Selection: You can choose which Wati template to use for each specific automation or notification.
- Data Mapping (Shortcode): For each selected template, the system shows the variable fields (shortcodes) that must be filled. You can assign to these fields:
- Specific data related to the current action (e.g., product name, order number).
- Standard customer data (e.g., first name, last name, phone number).
- A static value (fixed text) that will be sent every time.
2. Recipient Control
When creating a message within an automation, you can define who will receive it:
- Default Recipient: The message is sent to the phone number of the customer involved in the action (for example, the user who completed the registration).
- Custom Recipient: You can specify one or more fixed phone numbers, useful for sending internal notifications (e.g., to the sales department) or for testing.
3. Automatic Formatting
The system automatically handles data cleaning before sending:
- Text Conversion: Any content formatted in HTML (such as text from editors) is converted to plain text to be compatible with WhatsApp.
- Number Normalization: The system attempts to add the international prefix (e.g.,
39for Italy) if the recipient's phone number does not include it or is incomplete.
How to configure
To use the Wati module, you need to establish a connection with your Wati account.
Initial Connection
| Configuration Field | Description |
|---|---|
| Endpoint | The unique URL provided by Wati (usually in the format https://*.wati.io). |
| API Key | The access key (Access Token) provided by Wati, necessary to authorize Framework360 to send messages on your behalf. |
Once these details are entered, the system verifies the connection's validity and, if successful, the module is ready to use.
Automatic Integrations
The Wati module integrates into two main areas of the system: Marketing Automations and System Notifications.
1. Sending messages via Marketing Automations
The module adds a specific action within the automation builder (Funnel).
- Action: Send WhatsApp message (Wati).
- Usage: You can insert this action at any point in a marketing campaign (e.g., after registration, after a click, after a delay).
- Customization: Within the action, define the message title, the Wati template to use, and the assignment of variable data (shortcodes) specific to that campaign.
2. Replace or complement email notifications (Webhooks)
In the system's global settings, you can configure the Wati module to react to predefined events (the same ones that normally trigger sending a system email).
- Event Activation: For each system event (e.g., "New registration," "Payment received"), you can enable sending a WhatsApp notification.
- Configuration: To activate the integration, simply check the Enable box, select the desired Wati template, and map the relevant data for that event (e.g., new user data or payment details) to the template shortcodes.
Key Differences
This module is specifically designed for sending transactional messages and notifications via WhatsApp templates pre-approved by WhatsApp (Meta). It is not intended for sending mass marketing messages or managing real-time chats but is optimized for the reliability of automatic communications based on customer actions.
