Understanding the Limitation

When using Mobile Connect, the [MSG(0).NOUNS] function can be used to capture SMS responses and store them in a data extension. However, this functionality is not currently available for Whatsapp.

Workaround: Whatsapp Data Extract

A possible workaround is to use the Whatsapp data extract to retrieve responses, although this method does not provide real-time capture. This approach requires setting up an inbound chat as an entry source with a specific keyword, but it does not support real-time response capture using Ampscript.

The root cause of this limitation is that the Whatsapp feature in Salesforce Marketing Cloud does not currently support real-time response capture using Ampscript.

Future Development

There is an ongoing effort to bring this feature to the platform, with an idea posted on the Salesforce Ideas forum. Hopefully, this feature will be available in the near future.

example_ampscript.txt

/* Example Ampscript code for Mobile Connect */
var @response = MSG(0).NOUNS;
/* This code does not work for Whatsapp */

Heads up: The above Ampscript code is for illustration purposes only and does not work for Whatsapp.

Checklist for Capturing Whatsapp Responses

• Set up an inbound chat as an entry source with a specific keyword
• Use the Whatsapp data extract to retrieve responses
• Store responses in a data extension for non-real-time capture
• Monitor the Salesforce Ideas forum for future development
• Consider alternative methods for real-time response capture

What is the current limitation for capturing Whatsapp responses?

The current limitation is that there is no direct Ampscript function equivalent to [MSG(0).NOUNS] for capturing Whatsapp responses in real-time.

What is the workaround for capturing Whatsapp responses?

The workaround is to use the Whatsapp data extract to retrieve responses, although this method does not provide real-time capture.

Is there an ongoing effort to bring real-time response capture to the platform?

Yes, there is an ongoing effort to bring this feature to the platform, with an idea posted on the Salesforce Ideas forum.

What is the best way to stay updated on future development?

The best way to stay updated is to monitor the Salesforce Ideas forum and the official Salesforce documentation for updates on new features and functionality.