Separate Sessions for Marketing and Utility

Separate Sessions for Marketing and Utility messages automatically separate customer conversations into two distinct session types:

• Marketing Sessions - for system-generated messages, typically sent via Power Automate, Workflows, or Customer Insights – Journeys. If the Marketing Campaign setting is enabled, any automated message sent by an agent will create a separate Marketing session.

• Utility Sessions - for manual or operational messages, usually sent by agents or users directly.

This feature ensures a clear distinction between promotional outreach and operational communication, making it easier for teams to track engagement, analyze responses, and take relevant actions based on the type of interaction.

Enabling Separate Session Settings

Follow these steps to configure separate sessions for Marketing and Utility messages:

1. Go to Configuration in WhatsApp4Dynamics.

2. Turn on the Marketing Campaign toggle to create separate Marketing sessions when any automated message is sent.

1. Set Message Display Mode to:

• Utility Messages Only

If "Utility Messages Only" is selected, agents will need to manually click "Include Marketing" from the three-dot menu in the Chat UI to view Marketing messages.

• Utility and Marketing

When "Utility and Marketing" is selected, Marketing messages will appear in the Chat UI with a light yellowish background and a megaphone icon, making them easily distinguishable from Utility messages.

4. Click Save to apply.

How to view Marketing chat sessions

1. Open a chat record where a marketing message has been sent.

1. Click the Chat Sessions tab.

2. Select All Chat Sessions - Internal Purpose view.

1. You will now see a separate session labelled Marketing alongside Utility.

How to view Marketing messages in the Chat UI

1. Open the Chat UI.

2. Click the three-dot menu.

1. Select Include Marketing to display both Utility and Marketing messages in the conversation view.

4. Identifying Marketing Messages in the Chat UI

When a Marketing Message is sent, it is visually distinct in the Chat UI to help users easily differentiate it from Utility messages.

• When a Marketing Message is sent, it appears with:

• A megaphone icon.

• Light yellowish colour

1. Select Exclude Marketing to view only Utility messages.

Marketing Session Closure

• Session validity: A Marketing session remains open for 30 days by default.

• Session closure: If a customer responds by clicking a button in a marketing message template, the Marketing session will automatically close

Note: If you want to create a separate Marketing session from a workflow, make sure that the "Marketing" option is selected in the workflow settings.