Genesys Cloud - Main

Hi everyone,

I'm trying to personalize a WhatsApp digital campaign in Genesys Cloud using a template that includes 3 variable fields. I have the customer data (including names) in an Excel file, but I'm struggling to configure the campaign so that the variables-especially the name-are pulled correctly into the message.

Is it possible to use variables from the contact list (like name) in a WhatsApp template? If so, how do I map those fields correctly when setting up the campaign?

#DigitalChannels

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Annelise Matheatse
Chatbot Developer
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Hi Annelise,

I believe it is possible, but I will look into it, hopefully someone in the community can help in the meantime

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Annelise,

I've just used the variable names in the contact list.

E.g. you have the variable {{name}} used in the WhatsApp template like this:

Dear {{name}}, happy birtday!

then your csv should just look like this:

whatsappnumber,name
49123456789,Annelise

In the contact list mgmt. you just map the "whatsappnumber" column as the WhatsApp number to be used by Genesys.
When starting the campaign, you should receive a WhatsApp with text:

Dear Annelise, happy birtday!

For me it worked just fine.

I am sure that I tried this some months before when the feature for WhatsApp campaigns got launched and it didn't worked for me.
But now it seems to be fine.

BR, Robert

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Robert Herms
IT Engineer / Architect
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