Conversational Messaging
Launch personalized, behavior-based text or conversational campaigns
Create conversational experiences that allow 1:1 dialogue with customers via popular messaging platforms.
Elevate business communications using personalized, two-way, conversational messaging
Channels like WhatsApp, Facebook Messenger and WeChat are frequently being adopted by brands whose customers are defaulting to conversational channels for brand engagement. Our Conversational Messaging solution allows marketers to create and edit text messages, build them into marketing automation flows, unlock unbeatable open and read rates and view revenue impact.
Deploy pre-built strategies and tactics that accelerat time to value
Respond in real-time based on dynamic triggers
Access built-in analytics that measure campaign and revenue impact
Deliver business critical messages
Keep your customers in the loop with time-sensitive transactional messages and personalized marketing engagements delivered via the conversational channels they use daily. Automate and send everything from order and shipping confirmation, to newsletters, promotions and vouchers, to specific customer segments or based on real-time triggers.
Automate and scale campaign creation
Take the heavy lifting out of campaign creation with our easy-to-use channel editor, messaging templates and omnichannel automation tools. Create simple or complex automated conversational campaigns and weave them into cross-channel journeys to optimize engagement.
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Trigger campaign workflows based on inbound interactions
Listen for specific keywords from customer conversations, then automatically add those contacts and trigger a pre-built campaign automation workflow, such as a password reset, to deliver timely, relevant communications.
Unlock frictionless two-way conversation
Engage customers in real-time marketing conversations via interactive response choices or keyword inputs, without the need for SMS or a mobile app. Remove the friction from customer engagement and support using two-way messaging capabilities in channels such as WhatsApp, Facebook Messenger, Instagram, Telegram, and Viber.
Measure and optimize conversational campaigns
Measure the impact of conversational channels on your business’ goals with native reporting and analytics in SAP Emarsys Drill down to specific campaigns to view key engagement metrics and revenue impact to identify key growth opportunities and optimize ROI.
Learn more about how conversational messaging fits into our wider customer engagement platform
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AI Marketing
Access AI powered processes, tools and product features that allow you to predict, automate, and personalize every customer interaction.
Personalization
Enrich customer data and segments with AI-driven insights and turn insights into action by personalizing across all of your channels.
Customer Data
Bring together multiple data sources in your business and activate them across all channels – personalizing every interaction.
Marketing Automation
Execute simple, single-channel campaigns or create sophisticated, cross-channel journeys at scale.
Omnichannel Marketing
Deliver consistent, relevant messaging across email, web, mobile, ads, and more — engaging customers wherever they are.
Customer Loyalty
Actively engage customers and build brand loyalty across every customer interaction with SAP Emarsys’ native loyalty solution.
Strategies and Tactics
Execute your strategy with pre-built tactics – best practice, fully customizable journeys built within the platform — that are ready to deploy.
Reporting and Analytics
Use AI to predict campaign performance, measure customer outcomes, and optimize to maximize engagement across channels.
Technology Integrations
See how SAP Emarsys connects with Technology and Expert Solutions Partners to unlock additional revenue streams, scalability and innovation.
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Frequently Asked Questions
Conversational messaging in SAP Emarsys enables businesses to engage customers via chat apps like WhatsApp, LINE, Facebook Messenger, and WeChat. It can consist of marketers sending content or offers to an individual, similar to other push marketing channels, but also supports two-way communication, allowing real-time responses, personalized interactions, and seamless integration into automated marketing journeys.
Yes, customers must opt-in before receiving conversational messaging campaigns through providers like WhatsApp or LINE. This ensures compliance with regulations like GDPR, as well as the messaging providers' policies. Opt-ins must be explicit, and SMS opt-ins cannot be reused for conversational messaging.
Session messages are customizable messages used within conversational flows. SAP Emarsys supports text messages (up to 4,096 characters) and card messages (with media and up to 1,024 characters). These messages enable personalized, media-rich interactions.
Yes – using SAP Emarsys automations, you can configure workflows triggered by customer replies. By using Wait-for-Response nodes, you can capture keyword replies or button selections and guide contacts down personalized conversational paths based on their responses.
SAP Emarsys conversational messaging works with the Sinch communication platform as the send engine for conversational channels like WhatsApp. To set up conversational messaging, connect your Sinch account to SAP Emarsys by entering your Project ID, App ID, Key ID, Key Secret, and Environment. This connection allows you to create, automate and launch conversational messaging campaigns directly within SAP Emarsys, while Sinch manages the delivery of the messages.
First, create and approve a WhatsApp message template in Sinch. Then, create a WhatsApp campaign in SAP Emarsys, select your approved template, customize it with personalization tokens, links, and rich media, and launch the campaign using SAP Emarsys automation tools.
Campaign-level reporting provides metrics such as Sent, Delivered, Opened, and Clicked. Reporting is centrally accessible in Campaign Analytics and updates 24 hours after message delivery, allowing you to optimize engagement and ROI.