---
title: "Emarsys Integration: WhatsApp Campaigns"
slug: "emarsys-integration-whatsapp-campaigns"
updated: 2026-10-21T11:29:49Z
published: 2026-10-21T11:29:49Z
canonical: "help.commbox.io/emarsys-integration-whatsapp-campaigns"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.commbox.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Emarsys Integration: WhatsApp Campaigns

## Overview

The **Emarsys integration** enables organizations to send WhatsApp template campaigns through CommBox directly from Emarsys. Once connected, you can create and schedule WhatsApp campaigns, target specific contact lists or segments, and trigger messages automatically through Emarsys Automation Programs.

The integration uses an existing CommBox WhatsApp channel and its approved message templates. Delivery and read statuses can also be reported back to Emarsys for campaign tracking and analytics.

## Key Considerations

- Administrator access to both the **CommBox console** and the **Emarsys console** is required to complete the integration setup.
- The **Chat Messengers Integration** add-on must be enabled in your Emarsys account.
- An active CommBox WhatsApp channel with approved message templates is required.
- You need a CommBox API token and the encrypted Stream ID of the WhatsApp channel to establish the connection.
- Each Emarsys connection is linked to one CommBox WhatsApp channel and can be reused across multiple campaigns.
- To receive delivery, read, and failure statuses in Emarsys, configure a webhook in the CommBox console using the Callback URL provided by Emarsys. This step is optional but recommended.

## Integration Setup

Complete the following setup once to connect your CommBox WhatsApp channel to Emarsys. After the connection is established, you can reuse it across multiple WhatsApp campaigns without repeating these steps.

### Connecting CommBox to Emarsys

**Step 1: Create a Connection**

1. In the **Emarsys console**, navigate to **Add-ons > Chat Messengers Integration**.  

![user guide1.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide1.png)
2. Open the **Connections** tab and click **Create Connection**.
3. In the **Select a Provider** window, select **CommBox**.  

![user guide2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide2.png)

**Note:** The Demo Provider is intended for testing and does not send actual messages.

**Step 2: Retrieve the CommBox Credentials**

To establish the connection, retrieve the following information from the **CommBox console**:

1. **API Token:** Open the **API** module and copy the relevant API token. Click [here](https://help.commbox.io/docs/api-key#copying-the-api-key) for assistance with this step.
2. **Stream ID (Encrypted):** Navigate to **Settings > WhatsApp** in the **Channels** section and select the relevant WhatsApp channel. Hover over the channel's encrypted ID and click **Copy**. ![WA Channel ID.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/WA%20Channel%20ID.png)
3. Open the channel's settings in the **Message Templates** section. Verify that the desired templates for the Emarsys campaigns are listed. If not, add them from the **Choose Templates** selection menu and click **Save**. ![WA Channel Templates.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/WA%20Channel%20Templates.png)

**Step 3: Configure and Test the Connection**

1. In the **Emarsys console**, return to the **Create Connection** screen and complete the following fields:
  - **Display Name:** Enter a descriptive name to identify the connection.
  - **API Token:** Paste the CommBox API token.
  - **Stream ID (Encrypted):** Paste the WhatsApp channel ID copied from CommBox.  

![user guide3.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide3.png)
2. Click **Test Connection** to verify the credentials. A successful test displays the message **"The connection test was successful"** and retrieves the available message templates from the selected WhatsApp channel. If the test fails, verify that the API token and Stream ID are correct.

**Step 4: Configure and Save the Connection**

1. In the **Emarsys console**, select **WhatsApp Business** as the messenger channel.
2. Configure the following settings:
  - **Contact Identifier:** Select the Emarsys contact field containing the recipient's WhatsApp phone number, typically **Mobile**.
  - **Opt-in Field:** Select the contact field used to track WhatsApp messaging consent. You can create a dedicated custom field to manage WhatsApp opt-in separately from other communication channels. Select **Do not track me** if you do not want Emarsys to check the opt-in status for this channel.
3. Click **Save** to complete the connection. ![user guide4.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide4.png)
4. In the **Connection Saved** confirmation, click the copy icon to copy the **Callback URL**. You will need this URL to configure campaign status updates in CommBox.
5. Click **Go to Overview**.

The connection is now ready for use in WhatsApp campaigns. ![user guide5.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide5.png)

### Configuring Campaign Status Updates (Optional)

To receive message delivery and read statuses in Emarsys, configure a webhook subscription in the CommBox console.

The webhook sends message status updates from CommBox to the Callback URL associated with the Emarsys connection.

**Note:** This configuration is optional but recommended. Without the webhook, Emarsys cannot receive delivery, read, or failure updates from CommBox, leaving the corresponding campaign analytics unavailable.

**Step 1: Create a Webhook Subscription**

1. In the **CommBox console**, navigate to **Settings > Webhooks** and click **+ Add New Subscription** at the top of the page. ![user guide - webhook0.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide%20-%20webhook0.png)
2. In the **Details** step, configure the following:
  - **Subscription Name:** Enter a descriptive name, such as *Emarsys WhatsApp Status Updates*.
  - **Entity:** WhatsApp.
  - **Trigger Event:** StatusMessage.
  - **Status:** Select **Sent**, **Delivered**, **Read**, and **Failed**.
  - **Channel:** WhatsApp.
3. Click **Next**. ![user guide - webhook1.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide%20-%20webhook1.png)

**Step 2: Configure the Webhook Endpoint**

In the **Webhook Type** step:

1. Set **Type** to **REST**.
2. Verify that the request method is **POST** and the format is **JSON**.
3. Paste the Callback URL copied from Emarsys into **Endpoint URL**.
4. Click **Next**.

The Callback URL follows this general format:

`https://messenger-provider-callbacks.ems-ci.com/webhook/commbox/customer/...`

![user guide - webhook2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide%20-%20webhook2.png)

**Step 3: Save the Webhook**

1. Complete the **Authentication** and **Retry Settings** steps according to your integration requirements.
2. **Save** the webhook subscription.

CommBox will now send the selected message status updates to Emarsys.

**Note:** Each Emarsys connection has a unique Callback URL. Multiple campaigns using the same connection can share one webhook subscription. Emarsys identifies the relevant campaign messages using their message IDs.

## WhatsApp Campaign Management

Once the integration is configured, you can create and launch WhatsApp campaigns directly from the Emarsys console. Campaigns can be sent to selected audiences or triggered automatically through Emarsys Automation Programs.

### Creating a WhatsApp Campaign

**Step 1: Create a Campaign**

1. In the **Emarsys console**, navigate to **Chat Messengers > Campaigns** and click **Create Campaign**.
2. In **Select a Provider**, choose **CommBox**. ![user guide6.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide6.png)
3. In **Select a Chat Messenger**, select **WhatsApp Business**. ![user guide7.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide7.png)

**Step 2: Configure the Campaign**

1. In the **Emarsys console**, complete the following fields under **Campaign Settings**:
  - **Campaign Name:** Enter a descriptive name for the campaign.
  - **Connection:** Select the CommBox connection created earlier.
  - **Channel:** Select **WhatsApp**.
  - **Template:** Select a WhatsApp message template associated with the connected CommBox channel.  

  

![user guide8.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide8.png)  

If the selected template contains dynamic parameters (such as `body:1` or `body:2`), enter a fixed value or click the person icon next to the field to insert an Emarsys contact field for personalized messages.  

  

The phone preview on the right displays how the message will appear to recipients.
2. Click **Scheduling** to continue.

### Launching a WhatsApp Campaign

Emarsys supports two campaign launch methods: sending messages to a selected audience or triggering them automatically through an Automation Program.

#### Sending to a Segment or Contact List

Use this option to send a WhatsApp campaign to a predefined audience.

1. In the **Emarsys console**, on the **Schedule Campaign Launch** screen, set **Launch Type** to **Segment** or **Contact List**.
2. Select the relevant audience.
3. Choose when to launch the campaign:
  - **Launch Now:** Send the campaign immediately.
  - **Launch Later:** Schedule the campaign by specifying the date, time, and time zone.
4. Click **Save & Schedule Launch**.

To save the campaign without scheduling it, click **Save Draft**.

![user guide9.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide9.png)

#### Triggering from an Automation Program

Use this option to send WhatsApp messages automatically in response to events defined in an Emarsys Automation Program, such as cart abandonment or a customer action.

**Step 1: Finalize the Campaign**

1. In the **Emarsys console**, on the **Schedule Campaign Launch** screen, set **Launch Type** to **Automation Node**.
2. Click **Finalize Campaign**. ![user guide10b.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide10b.png)
3. A **Ready to Launch** confirmation appears, indicating that the campaign can be triggered by an automation.
4. Click **Go to Overview**.

![user guide11.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide11.png)

**Step 2: Add the Campaign to an Automation Program**

1. In the **Emarsys console**, navigate to **Automation > Automation Programs**.
2. Open an existing program or create a new one.
3. Add the WhatsApp campaign as an action node after the relevant entry trigger. ![user guide12.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/user%20guide12.png)
4. Save and activate the Automation Program.

For example, in a cart abandonment program, the **Cart Abandonment** entry trigger can lead to a WhatsApp campaign node that sends a personalized message to the customer.

When the configured trigger occurs, Emarsys initiates the WhatsApp message through the connected CommBox channel.

### Monitoring Campaign Performance

In the **Emarsys console**, navigate to **Chat Messengers > Analytics** or open the **Campaigns** tab to monitor WhatsApp campaign activity.

When the CommBox status webhook is configured, Emarsys can display message statuses, including:

- **Sent:** Messages submitted for sending.
- **Delivered:** Messages successfully delivered to recipients.
- **Read:** Messages reported as read by recipients.
- **Failed:** Messages that could not be delivered.

These status updates help track campaign delivery and engagement.

**Note:** Delivery and read reporting requires the webhook configuration described in the **Configuring Campaign Status Updates** section. Read status availability also depends on WhatsApp read receipt behavior.

## Troubleshooting

### Connection Test Fails

**Possible cause:** An incorrect API token or encrypted Stream ID.

**Solution:** In the CommBox console, verify the API token in the **API** module and copy the channel ID again from **Settings > WhatsApp**. Ensure both values belong to the intended CommBox environment and channel.

### WhatsApp Template Is Missing

**Possible cause:** The template is not associated with the WhatsApp channel used by the Emarsys connection.

**Solution:** In the CommBox console, open the relevant WhatsApp channel and verify that the template appears in its **Message Templates** list. Add the template to the channel if necessary, then reopen the campaign in the Emarsys console.

### Delivery or Read Data Is Missing

**Possible cause:** The CommBox status webhook is missing, incorrectly configured, or pointing to the wrong Callback URL.

**Solution:** In the CommBox console, open the webhook subscription and verify that the **Endpoint URL** matches the Callback URL of the relevant Emarsys connection. Ensure the required message statuses are selected.

### Messages Are Not Sent from an Automation Program

**Possible cause:** The campaign was not finalized for use as an Automation Node.

**Solution:** In the Emarsys console, open the campaign, set **Launch Type** to **Automation Node**, and click **Finalize Campaign**. Verify that the campaign is included in an active Automation Program.