--- title: "Emarsys Integration" slug: "emarsys-integration" updated: 2025-04-01T10:54:35Z published: 2025-04-01T10:54:35Z --- > ## 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 ## Overview Connect **SAP Emarsys** with **WhatsApp messaging** through CommBox's integration solution. This connection enables you to send approved WhatsApp templates to your customers based on automation triggers in Emarsys. The integration works by using Emarsys' **Automation Programs** and **Webhook Node Presets** to send data to CommBox, which then handles the WhatsApp message delivery. This approach solves the limitation of Emarsys not having direct WhatsApp connectivity via Commbox. This solution provides a practical way to extend your Emarsys communication channels to include WhatsApp messages via Commbox. ## Prerequisites ● SAP Emarsys account with Automation Center access ● Admin permissions to the CommBox account with an active WhatsApp Business API integration ● Approved WhatsApp message templates ● JWT authentication credentials ## Implementation Steps ### Step 1: Enable the Emarsys Module in CommBox Before configuring SAP Emarsys, enable the integration in CommBox and obtain the Secret Key: 1. At the CommBox platform, navigate to **Settings** (the gear icon) and select the **SAP Emarsys** module from the integration section. 2. Click the **Install** button at the top in the event the integration has not already been installed. 3. Copy the **Secret Key (JWT Authentication)** provided on that page - This key will be used to authenticate the connection between Emarsys and CommBox ![Commbox set up1.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up1.png) ### Step 2: Configure a Webhook Node Preset in SAP Emarsys 1. At the SAP Emarsys platform, navigate to the **Automation Center** and select **Webhook Node Presets**. 2. At the top corner, click **Create Preset**. 3. Under **Appearance**: a. **Preset name:** Enter a descriptive name (e.g., "Send WA Marketing Template via CommBox") b. **Node icon:** Click "Select..." to choose an appropriate icon (optional) 4. Under **Connection**: **API endpoint URL:** Enter the WhatsApp API endpoint: https://api.commbox.io/emarsys/sendwhatsapptemplate/{ENCRYPTED_STREAM_ID} - The {ENCRYPTED_STREAM_ID} is the encrypted identifier (ID) of your WhatsApp channel in CommBox: ![Commbox set up2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up2.png) 5. Under **Authentication** settings: a. For the **Method**, select "JWT authentication." b. Paste the **JWT secret key** copied from CommBox in the Secret key section. ![Commbox set up4.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up4.png) 6. Under **Data** settings: a. To include event information on the webhook, check the "Send triggering event data" box in the **Event data** section. b. At the **Contact data**: Define key-value pairs for contact information: Add a key "**to**" with the value set to "**Mobile**". This ensures the WhatsApp message is sent to the correct phone number (assuming the WhatsApp number is stored in this field). ![Commbox set up3.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up3.png) c. The **Additional Data** section will be used to transfer all the WhatsApp template-related data as key-value pairs. You’ll need the approved template’s **official name**, **language code**, and **required parameters**. To obtain this information from the CommBox platform, navigate to **Settings** > **WhatsApp** > **General Settings** > **WhatsApp Message Template**, OR in **Meta WhatsApp Manager** > **Message Templates**. Configure the following template parameters as key-value pairs: 1. **templateName**: **Key:** templateName **Data Type:** text **Value:** Enter your approved WhatsApp template name (e.g., "MyTemplate") 2. **Template Language:** (Related: [Supported Languages - WhatsApp Business Management API](https://developers.facebook.com/docs/whatsapp/business-management-api/message-templates/supported-languages/)) **Key:** template.language.code **Data Type:** text **Value:** Enter language code (e.g., "en" for English) 3. **Template Body Parameters:** For each parameter in your WhatsApp template, add a separate field: ○ **Key:** body.1.value **Data Type:** text **Value:** First parameter value (e.g., your website URL) ○ **Key:** body.2.value **Data Type:** text **Value:** Second parameter value (e.g., customer name or other dynamic content) ![Commbox set up5.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up5.png) **Note:** In this example, we added all the parameters in the **Additional Data** section, but they could have been added in the previous **Data** section if, for example, one of the parameters should obtain contact data such as First Name or any other Contact Data that needs to be pulled Dynamically. d. In the **Operational Data** section, keep the default operational fields to ensure proper tracking: ○ **deduplication_id**: Prevents duplicate message processing ○ **ems_program_id**: Identifies which program triggered the webhook ○ **event_time**: Captures the timestamp of the webhook trigger ![Commbox set up6.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up6.png) 7. Click **Save** at the upper corner of the screen to save the Webhook preset node configuration. The new Webhook Node Preset should appear at the top of the list. ### Step 3: Testing Connection 1. To test the webhook connection and preview the data sent, navigate back to the list of webhooks and click the Edit icon next to the relevant webhook. 2. As you scroll down, look for the preview box at the side and click **Start Testing**. ![Commbox set up7.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up7.png) 3. In the opened dialog box, select a **Contact** and click **Preview Data**. ![Commbox set up8.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up8.png) 4. In the next screen, click **Test Connection**. ![Commbox set up9.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up9.png) If everything is in order, you will get a **Status 200** (OK), and the WhatsApp message will be sent to the contact you chose for testing. ![Commbox set up10.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up10.png) ### Step 4: Creating an Automation Program Create an **Audience-focused** (executed on a contact segment) or a **Behavior-focused** (triggered by events) automation program: #### For Audience-focused Journey: 1. At the SAP Emarsys platform, navigate to **Automation** > **Automation Programs** and click **Create Program** to start a new automation. 2. Select the **Audience-focused Journeys** option. 3. Name your automation (e.g., "WhatsApp Customer Communication") 4. Add an entry point like "New Contact" or "Target Segment," and configure the entry point with the appropriate settings. 5. Add the "Send WhatsApp to CommBox" webhook node after the entry point. 6. Connect the nodes with an arrow. 7. **Save** and activate your automation. ![Commbox set up11.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up11.png) #### For Behavior-focused Journey: 1. At the SAP Emarsys platform, navigate to **Automation** > **Automation Programs** and click **Create Program** to start a new automation. 2. Select the **Behavior-focused Journeys** option. 3. Name your automation 4. Add event triggers as the entry point and configure the event that will trigger the WhatsApp message (e.g., "Cart Abandonment"). 5. Connect the nodes with an arrow. 6. **Save** and activate your automation. ![Commbox set up12.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Commbox%20set%20up12.png) ### Step 5: Testing the Integration 1. Create a test contact or segment that meets your automation criteria. 2. Trigger the automation manually or through the defined event. 3. Check if the WhatsApp message is sent via CommBox. 4. Verify that any response from the contact is captured correctly in CommBox and reflected in Emarsys if configured. ## Use Case Example A complete example of a WhatsApp messaging flow might look like this: 1. A new contact is created in Emarsys, or the Target Segment is updated. 2. Automation Program triggers the Webhook Event. 3. CommBox launches a WhatsApp message to the contact. 4. Contact resumes shopping cart on the website. 5. Agent gets notified in Emarsys and continues the Business Process 6. Conversation details, including tags, documents, output, and ratings, are saved in CommBox. ## Troubleshooting If messages are not being sent or the integration is not working properly, check the following: 1. **Authentication Issues**: ○ Verify that the Secret Key is correctly copied from CommBox to Emarsys ○ Confirm that you've selected "JWT authentication" as the method 2. **Endpoint Configuration**: ○ Ensure the Webhook endpoint URL is correct and includes your specific endpoint ID ○ Check that the endpoint is accessible from Emarsys' servers 3. **Template Parameters**: ○ Verify that the templateName exactly matches your approved WhatsApp template name ○ Ensure the language code matches the approved template language ○ Check that the number of body parameters matches your template's requirements ○ Confirm parameter values don't exceed character limits 4. **Contact Data**: ○ Verify that the "to" field contains a valid mobile number with the correct international format ○ Check that the contact field mapping is correctly pulling phone numbers from your database 5. **Operational Checks**: ○ Review Emarsys logs for webhook execution errors ○ Check CommBox logs for message delivery status ○ Verify the deduplication_id is properly set to avoid duplicate messages 6. **Common Error Scenarios:** ○ **403 Errors**: Usually indicate authentication problems with the JWT token ○ **404 Errors**: Typically mean the endpoint URL is incorrect ○ **400 Errors**: Often related to malformed template parameters or missing required fields