Oracle Responsys messaging

Viber WhatsApp RCS Answers

This guide describes how to connect Oracle Responsys with Infobip using either WhatsApp, Viber, or RCS as a communication channel.

In addition, this guide describes how to integrate Oracle Responsys with Answers to build two-way chatbot messaging between clients and customers. For more information, see Oracle Responsys with Answers.

What you will need

• At least one Infobip account (if you do not have an account, you can create one (opens in a new tab))
• Senders for WhatsApp and Viber
• Answers enabled in your Infobip account for Answers chatbots

See Create an Account for more information on Infobip accounts.

Features

Installation and configuration

Follow these installation instructions setting up the Infobip app for Oracle Responsys for messaging channels and for integrating with Answers. When setting up the Answers integration, you then continue the installation using the instructions in Oracle Responsys with Answers.

Once you have defined the outbound customer engagement using a WhatsApp or Viber message, follow the instructions below to configure the Answers chatbot for the specified program.

To install the Infobip messaging app for Oracle Responsys, go to the Oracle Marketplace and search for the Infobip messaging app. If you cannot find the app, contact your dedicated Account Manager or contact our Sales team using the Infobip Contact form (opens in a new tab).

After you install the Infobip Messaging app, to start using integration features, you need to configure the app to link your Infobip account with Oracle Responsys.

If you don’t have an Infobip account, you can create one (opens in a new tab).

1. Connect one or multiple Infobip accounts to your Oracle Responsys account by creating an API key (opens in a new tab).

   Select the following API scopes for the integration to work correctly:

   • Messaging only:

        message:send
        account-management:manage
        numbers:manage
        subscriptions:manage
        application-entity:manage
        whatsapp:manage

   • Answers chatbot setup (to be requested with Infobip Support):

        answers:manage
        onboarding:manage

2. Copy your Infobip API base URL.

3. Connect your Infobip account(s) to Oracle Responsys by entering your API key and API base URL.

   

4. Enable the channels you want to use by clicking the toggle button.

   

5. If you plan to use an alphanumeric (short code) sender as a Viber sender, add it to the Alphanumeric sender text box.

6. Click Finish to save the configuration. A pop-up message displays a message when the configuration is successfully saved.

Create a Responsys program

When you have an Infobip account and your testing or purchased Infobip WhatsApp and Viber numbers, you can start testing and sending programs.

To send WhatsApp or Viber messages using Oracle Responsys, your program design must include the Infobip Messaging application. If you are unfamiliar with how programs are configured in Responsys, see the Oracle Responsys Help Center (opens in a new tab) documentation.

This program example uses the following elements:

• Scheduled filter or view as an entry point
• Apps to configure the Infobip Messaging application
• Set data to save the information from the Delivery Reports
• Validate and Publish IMAGE

Configure program entry point

The entry point is a scheduled filter, and messages are sent based on this filter. For more information about program entry points in Oracle Responsys, see Programs (opens in a new tab) in the Oracle Responsys documentation.

Messages are sent to numbers that are stored in the MOBILE_NUMBER_ field in Profile Lists. For more information about profile lists, see Profile Lists (opens in a new tab) in the Oracle Responsys documentation.

Filter and segment audience

You must filter the customers based on opt-in. Filter the audience to include only customers who have opted in.

For more information on filters and segment groups, see Filters and Segment Groups (opens in a new tab) in the Oracle Responsys documentation.

Configure apps element

After configuring filters and scheduling the time of the campaign, drag and drop the Apps element and start the configuration.

1. Right-click the Apps element, and click Configure app.

2. After the Configure senders screen opens, select a sender from the Sender drop-down list of registered Infobip senders for all the accounts you have connected and channels enabled.

   

3. Select WhatsApp sender.

   1. Select a template from the Choose template type drop-down list, whether to send the message as Text or Media template.
   2. Define your message in the predefined textbox and rich media if selected.
   3. If the template contains options to personalize the message, carry out one of the following actions in the Placeholders field.
   4. Choose a Placeholder from the list. This list is based on customer data obtained from the following fields:
      • Profile list
      • Profile extension table
      • Event variable
   5. Or manually type in the information in the Placeholder textbox.
   6. Callback data is an optional parameter. Add your custom text as the value or select from the predefined placeholder list. The placeholder list is based on customer data obtained from the Profile list, Profile extension table, Event variable fields.
   7. To add URL shortening for URLs in the WhatsApp body, enable the URL Shortening toggle button.
   8. Add the Last message status to create failover campaigns based on the status of the last message.
   9. Set Timeout for receiving message status. The minimum timeout is 10 minutes and the maximum is 23 hours.
   10. Click Submit to save the configuration.

4. Configure Viber.

   1. Choose the message type from the drop-down list to choose whether to send the message as Text or a Rich Media template message (image, text with image, text with button, text with image and button).
   2. Define your message in the predefined textbox and rich media if selected.
   3. If the template contains options to personalize the message, carry out one of the following actions in the Placeholders field.
   4. Choose a placeholder from the list. This list is based on customer data obtained from the following fields:
      • Profile list
      • Profile extension table
      • Event variable
   5. Or manually type in the information in the Placeholder textbox.
   6. To add URL shortening for URLs in the WhatsApp body, enable the URL Shortening toggle button.
   7. Callback data is an optional parameter. Add your custom text as the value or select from the predefined placeholder list. The placeholder list is based on customer data obtained from the Profile list, Profile extension table, Event variable fields.
   8. Add the Last message status to create failover campaigns based on the status of the last message.
   9. Set Timeout for receiving message status. The minimum timeout is 10 minutes and the maximum is 23 hours.
   10. Click Submit to save the configuration.

5. Configure RCS.

   1. Choose the message type from the drop-down list, whether to send the message as the Text or File message.
   2. Define your message in the predefined textbox or add the File URL and Thumbnail URL if selected.
   3. You can personalize the message by selecting a placeholder value in the Placeholders field.
   4. Choose a placeholder from the list. This list is based on customer data obtained from the following fields:
      • Profile list
      • Profile extension table
      • Event variable
   5. Or manually type in the information in the Placeholder textbox.
   6. Click Add suggestion and select from the drop-down if you want to add a suggestion to your message.
   7. Callback data is an optional parameter. Add your custom text as the value or select from the predefined placeholder list. The placeholder list is based on customer data obtained from the Profile list, Profile extension table, Event variable fields.
   8. Click Submit to save the configuration.

Configure output parameters (optional)

If you wish to store the status of messages:

1. Go to Settings > Tracking and Variables section > Entry Tracking.
2. Click the Add + icon.
3. Create the variable with the message status you want to track.
4. Click Update and save changes.

You can create complex failover campaigns based on the status of the last message. Store and retrieve the following message statuses:

Message statuses	Description
Sent	The message was sent to Infobip and is sent to the end user.
Failed	The message was not delivered because of one of the following reasons:Message was rejected by InfobipMessage was rejected by the MNOEnd user blocked the sender
Delivered	The message was delivered successfully.
Seen	The end-user has received and seen the message.
Clicked	The number of URL Links that are clicked.

Set a timeout to receive message status

Because of limitations in Responsys, the message status (Delivery Report) cannot be sent to Responsys in real-time. You can define the interval after which Infobip sends the message status to Responsys.

This interval is stored as a variable in the output parameter Timeout. The minimum timeout is 10 minutes, and the maximum is 23 hours. After the timeout period expires, the output parameter is forwarded with the Set data element.

After the message status is stored in this variable, you can use the variable to do the following:

• Populate profile lists
• Populate profile extension tables
• Data switch

The following scenario shows how to configure the data switch:

You can forward the data from the variable to either a profile extension table or a profile list. While profile lists are preconfigured, you can add attributes to profile extension tables. For more information about profile extension tables, refer to Creating Profile Extension Tables (opens in a new tab).

In this example, we forward the data from the variable to a Profile Extension Table in which we have configured WhatsApp attributes.

To configure the profile extension table, right-click the Set data element and choose Properties.

The message status is stored in the profile extension table. You can use this status in your campaigns.

Validate and publish

Once you’ve configured all elements, you can activate the campaign by doing next steps

1. Validate your program to check whether the settings are correct.
2. Publish the program.

Analyze reports

You can review the performance of the channel in the Analyze tab.

Request verified sender

When you have finished testing, you can request dedicated WhatsApp senders from the Infobip web interface. When you have finished testing, you can request dedicated Viber senders from the Infobip web interface.

Two-way communication is not supported. To use media templates containing quick reply buttons, you must set up forwarding of messages to Answers or Conversations. Contact your dedicated Account Manager or contact our Sales team using the Infobip Contact form (opens in a new tab) to enable forwarding messages. Alternatively, if you use self service, contact [email protected].

Oracle Responsys with Answers

The Answers integration lets you use conversational features directly in the Oracle Responsys environment. The goal is to integrate Infobip Answers with Oracle Responsys to enable two-way chatbot messaging between clients and customers. This integration allows automated, interactive communication, enhancing customer engagement and support through responsive chatbot interactions.

To use this integration, initially, you need to set up the Oracle Responsys messaging application without the Answers feature. For more information, see Installation and configuration.

Once you have defined the outbound customer engagement using messaging channels, follow the instructions below to configure the Answers chatbot for the specified program.

Configure chatbot in App Configuration

To start setting up the integration:

1. Right-click the Apps element, and click Configure app.
2. Select the Enable Answers option during the app configuration.
3. Select the Chatbot validity period for the duration in minutes that the chatbot is active. Use the slide scale to change the number of minutes.

These settings determine whether to proceed with importing the chatbot transcripts to the Oracle endpoint. Note that as currently there no is such API endpoint for deactivation of chatbot, this parameter is a temporary workaround solution.

Using the Import data and Notify completion Responsys endpoints, a notification to indicate the completion of the Responsys service action is triggered when the chatbot validity period and delivery report timeout have expired.

Chatbot setup

This section describes how to set up the chatbot using an importable chatbot boilerplate file, including all the necessary chatbot blocks. Contact your Account Manager to request the boilerplate file.

For general documentation about Answers, see the Answers documentation.

The following chatbot blocks are required for the chatbot setup:

• Code block
• Session expire dialog
• End flow dialog

Code block

The Coding element provides the flexibility for designing a dialog and the available attribute values. In this case, this code block must be called at the end of the flow and its purpose is to parse callbackData (metadata from Responsys campaign message) to get the ID of the Responsys action service application.

Session expire dialog

Use this dialog when you want the chatbot to notify end users that their session is finished. In this case, when an end user does not respond for a specified time or message does not get delivered the chatbot redirects the flow to the Session expire dialog. This dialog provides the fallback Call API block to send all successful messages back to Oracle Responsys. Configure the session expiration time by selecting the chatbot Settings tab (default time is 5 minutes).

End flow dialog

This dialog is a wrapper around Call API block to more easily manipulate and call import message towards Oracle Responsys at the end of the flow.

Trigger chatbot flow

To start a successful chatbot flow:

1. Configure the Infobip Responsys application.
2. Create a program and include a messaging action service:
   • Configure a WhatsApp template message.
   • Configure a chatbot with the same number that is used for sending messages.
3. Reply to the WhatsApp template message.
4. Finish the chatbot flow.