SAP Emarsys integration

Customer reply messages from an SAP Emarsys campaign can be handled in Communication Panel. The target contact list is exported in CSV format from SAP Emarsys, and a WhatsApp campaign message can be sent to these contacts via the Sinch Campaigns tool.

When a customer clicks an option in the WhatsApp campaign message, the conversation is routed to a live agent who can continue the conversation with the customer. In the extension area, the agent can see the customer details from SAP Emarsys as well as Sinch Campaigns information that was used to create the initial campaign message.

The configurations for this integration are in Chatlayer and Sinch Campaigns.