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Unified WhatsApp Engagement Data
Use Journey Builder to transfer a WhatsApp conversation with a customer from a marketing interaction to a service bot to give the customer additional assistance.
| Available in: Lightning Experience |
Available in:
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For example, a customer wants more information on when they can redeem an offer or request additional product information. You can use SQL queries in your development environment or Analytics Studio to retrieve information on how and when those transfers take place. These queries use information contained in data model objects (DMO) stored in Data 360. Enter timestamp values in ISO 8601 format, such as 2024-04-01T23:01:01Z.
These fields are available for queries.
| Field | Description | Values |
|---|---|---|
| ssot__EngagementDateTm__c | The date and time when the event occurred. | |
| ssot__EngagementChannelActionId__c | The type of engagement event that occurred. | SENT, NOT_SENT, DELIVERED, READ |
| ssot__Id__c | A unique identifier for the event. | |
| Source | A static value that indicates that the message was sent using Unified Messaging. | e360-engagement |
| ssot__EngagementNotesTxt__c | The name of the application that invoked the Unified Messaging APIs. |
|
| ssot__MessagingErrorCode__c | The numeric code associated with an error message. | Error code is a combination of numbers with either a WA (WhatsApp) or SF (Salesforce) prefix. |
| ssot__ErrorMessageText__c | An explanation for why an Individual associated with a Unified Individual wasn’t contacted. | Example of a Salesforce error: The message wasn't sent because a contact record wasn't found. Example of a WhatsApp error: Message Template Limit Exceeded |
| ssot__BulkMessageId__c | An ID that references the Send Object record. | |
| ssot__RecipientMessageId__c | A unique instance of the originating send to a recipient. | |
| ssot__EngagementChannelTypeId__c | The channel type. | |
| ssot__MessageRecipientSendStatus__c | The status of the sent message. | |
| ssot__MessageText__c | The content that’s sent to the WhatsApp API. For templates, this field includes the template ID and variables. | |
| ssot__IndividualId__c | The unique individual ID of the recipient. | |
| ssot__SendTimePhoneNumber__c | The phone number that the message was sent to or received from. | |
| ssot__SendClassificationId__c | The purpose of the message. | |
| ssot__EngagementActionReasonText__c | The error message from the messaging service. | |
| ssot__SenderCode__c | The phone number that was used to send the message. | |
| ssot__SenderDisplayName__c | The WhatsApp phone display name. | |
| ssot__ExternalSourceId__c | The unique message identifier of a sent or received message. This value is returned by the WhatsApp API. |
Due to Meta’s rules and regulations, some messages that you send might not be delivered to your customers. For example, a message isn’t delivered if the customer blocked your phone number, hasn’t been online for 30 days, or is in a restricted or sanctioned country. In certain situations, Meta doesn’t disclose the reason for non-delivery due to privacy and policy reasons. For more information and potential workarounds, see WhatsApp Cloud API Support.
- Agent or Bot Transfer Report Sample Queries
Use these sample queries to monitor WhatsApp engagement by tracking how many conversations were sent to agents or bots for resolution. - Message Content and Keyword Insight Sample Queries
Use these queries to better understand the messages and keywords that your customers send through the WhatsApp channel. For example, you can identify the keywords that occur most frequently, or the keywords that most often result in transfers. - Cross-Cloud Conversation and Messaging Sample Queries
Use these sample queries to identify situations in which a conversation or message was transferred from one cloud to another.
