Configure Separate Sessions for Marketing and Utility

The Separate Sessions feature in WhatsApp4Dynamics enables you to handle marketing messages in dedicated sessions, distinct from utility or service communications. This ensures a clear separation of promotional content from the agent and customer conversation, providing a cleaner and more organized customer interaction history.

The feature integrates seamlessly with Customer Insights - Journeys and Dynamics 365 Workflows, making it ideal for automated or bulk promotional outreach. Isolating marketing sessions improves the overall customer experience.

Prerequisites

• WhatsApp4Dynamics must be installed and configured.

• To create separate marketing sessions, the marketing campaign toggle in the WhatsApp4Dynamics configuration must be enabled.

• An active connection with Customer Insights - Journeys or Dynamics 365 workflows is required.

How to enable the Marketing Campaign setting

1. Open the WhatsApp4Dynamics application.

2. Navigate to Configurations > WhatsApp Preferences tab.

1. Turn on the Marketing Campaign toggle.

1. Use Customer Insights - Journeys or Dynamics 365 workflows to trigger automated or bulk messages.

To send automated messages using workflows, refer to the workflow configuration guide.

Once enabled, any marketing messages sent via workflows and journeys create a new session labeled "Marketing" in the chat.

Note: To ensure marketing messages appear in a separate session, select the Marketing option while configuring your workflow.

Behavior when disabled

If the Marketing Campaign toggle is turned off:

• All outgoing messages, i.e. messages sent from CRM regardless of purpose, will appear under the default Utility session.

Marketing messages will be included in the same thread as service communications.