The Conversational Channel feature is currently in Early Adopter phase for a limited number of clients only. If you are interested in participating in the Early Adopter phase, please speak to your Client Success Manager.
There are database fields which are critical for sending Conversational messages with Emarsys:
- Conversational Channel Opt-in fields (one field per supported channel)
- Conversational WhatsApp opt-in
- Mobile
Conversational Channel custom fields are created when the Conversational Channel feature is enabled in the account:
The field Phone is not referenced by the Conversational Channel feature, so do not use this for mobile numbers that you want to use for sending messages.
The 'Conversational Channel Opt-in' fields
When the Emarsys Conversational Channel feature is activated, Emarsys automatically creates the Conversational Channel Opt-in fields in your account. These fields will determine whether or not a contact can be sent content via the conversational channel of your choice.
When the Conversational Channel feature is first activated, these fields are of course empty, so Emarsys will initially treat all contacts as having opted-out. This means that you will have to collect opt-in consent for all contacts with a valid mobile phone number before being able to sent conversational messages.
The 'Mobile' field
The Mobile field stores the mobile number of the contacts. This is a system field and exists in your Emarsys account by default.
When importing contacts, Emarsys will normally try to map telephone numbers to the field Phone. You must therefore pay attention to the field mapping and make sure you have selected Mobile instead.
Emarsys treats all mobile numbers as international, therefore you must:
- Include the international country or region code.
- Remove the leading 0 from the local number.
You can prefix the numbers with + or leave it out. Both versions will be accepted.
Mobile numbers with 00 will not be supported and cannot be sent to.
Example: A mobile phone number in Austria might be 0664 123 4567. The international code for Austria is 43. Any of these two numbers will be valid:
- 436641234567
- +436641234567
When importing contact data, make sure to map these two fields correctly in the same way as you would for any other data imports.
Conversational Channel Custom Fields
These fields will be expanded as our Conversational Channel offering will expand.
| Field | Value | How it is updated | Possible use cases |
|---|---|---|---|
| Conversational WhatsApp Opt-in | true/false | By contact creation and API update (just like any other). | To find out who permits you to receive WhatsApp messages. |