Sprinklr supports sending WhatsApp marketing messages (HSM marketing templates) through the Marketing Messages API (MM API). This API is an enhancement to the default WhatsApp Cloud API and is purpose‑built for marketing use cases.

The MM API provides automatic delivery optimization to improve message reach, engagement, and cost efficiency. It also supports advanced marketing capabilities such as rich media formats (for example, GIFs) and Time‑to‑Live (TTL) controls for time‑sensitive templates.

When enabled, all WhatsApp marketing templates are automatically routed through the MM API, while utility and authentication templates continue to be sent through the WhatsApp Cloud API.

Key Benefits

Using the MM API for marketing messages delivery offers the following key benefits:

• Boost business results: The MM API optimizes delivery to reach the right audience and drive engagement. It provides performance benchmarks to compare outcomes with similar businesses and tailored recommendations to improve campaign ROI.

• Enhance customer experience and engagement: Creative treatments like image animation, richer media formats such as GIFs, and Time‑to‑Live (TTL) controls ensure messages are engaging, relevant, and delivered on time.

• Seamless upgrade with reliability and security: Built on the same schema and billing model as the Cloud API, the MM API is easy to adopt, secure, and reliable. Businesses can reuse existing phone numbers and templates, with marketing messages automatically routed through the MM API.

Prerequisites

Before onboarding to the WhatsApp Marketing Messages API, ensure the following:

• A valid WhatsApp Business Account

• At least one approved WhatsApp marketing template

• Subscription to the Message Webhook

Country Eligibility

The WhatsApp Marketing Messages API is available in the following regions:

• European Economic Area (EEA)

• United Kingdom

• Japan

• South Korea

• United States

• Russia

For more information about eligibility, see Meta’s documentation.

Enablement Process

The Marketing Messages API is enabled through backend configuration. To complete onboarding, contact Sprinklr Support at tickets@sprinklr.com.

Once enabled, marketing messages are automatically routed through the MM API.

Marketing Messages API Reporting

Reporting is available for messages sent through the MM API. In Sprinklr, you can create a report to gain visibility into WhatsApp marketing templates delivered via the MM API.

Dimension: WhatsApp Marketing Template Published via MM Lite

This metric identifies WhatsApp marketing templates sent through the MM API.

Steps to Create a Report

1. Click the New Page (+) icon to open the Launchpad.

2. On the Launchpad, under Analyze > Reporting, click Care Reporting.

3. On the Reporting Dashboards screen, click Create Dashboard.

4. In the Create Dashboard window, enter the required details and click Create.

5. Add and configure a widget. For detailed steps, see the Widget Configuration in Reporting article.

When configuring the widget:

• In the Data Source dropdown, select Outbound Message.

• In the What would you like to plot on your widget section?, search for and select WhatsApp Marketing Template Published via MM Lite.

6. Add other dimensions and metrics as needed.

Once configured, the widget will appear on your dashboard.

Related Resources

To learn more about the WhatsApp Marketing Messages API (MM API), see Meta’s official documentation.