Send WhatsApp Chat Events to mParticle

This recipe records who each customer is and what happened in the chat in mParticle, so your marketing, analytics and support tools see chat the way they see your website and app. Part of connecting mParticle to WhatsApp and AI chat.

What happens today

Your website and app send every sign-up and order to mParticle, and your email, ads and analytics tools work from that data. Conversations on WhatsApp and Instagram never reach it. A customer who asked about a product in chat looks like a stranger to your email tool, and chat leads are missing from your reports.

The flow that works

AeroChat answers the customer’s question first.
It asks for their name and email, if it does not have them.
It sends their details and phone number to mParticle so the profile joins up.
It sends an event for what happened, such as a lead captured or an order question, with the topic and a short summary.
Your connected tools pick up the profile and the event from mParticle.

The recipe

Copy this into AeroChat

When someone asks about our products or services, answer their question first from our knowledge base. Then follow these steps.

If we do not have their name and email, ask: “Can I take your name and email so we can send you the details?”

Send their details to mParticle with email, phone, first name, last name and chat_channel (example names). Use their email as the identifier if we have it, otherwise their phone number.

Send an event called Chat Lead Captured (example) with topic, the product they asked about, and a two-line summary of the conversation.

If they ask about an order, send an event called Chat Order Question (example) with the order number instead.

If they ask to speak to someone, hand the conversation to our team.

Send each event once per conversation. Do not ask for their email more than once. Reply in the customer’s language.

Agree the event and attribute names with whoever manages mParticle for you, and change them in the recipe before you paste it.

What to connect

mParticle. Create a server-to-server input, copy its key and secret, and paste them in when AeroChat asks. Connect the outputs that should receive chat events, as you do for any input.
Your knowledge base. Upload your product or service details to AeroChat so it can answer before it asks for details.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect mParticle, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from mParticle’s public documentation, the checklist asks you to check it once against the current docs.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

Which events AeroChat sends, and their names.
Which identifier it uses: email, phone or your own customer ID.
Who gets the handover.

The result to expect

Chat leads and questions are in mParticle next to everything else you know about the customer. Your email, ads and analytics tools include chat without a separate import.

Measure it with your own numbers: chat leads recorded, and how many joined a known profile, for a month before and after.

Next: personalise replies with mParticle profiles.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same mParticle connection behind it. See what each channel does on the mParticle integration page.

Send your first chat event to mParticle

Paste the recipe, add your mParticle keys, and leave your own details in the chat.

Start your 7-day free trial. No credit card needed.

On Shopify? Install AeroChat from the Shopify App Store.