Connect mParticle to WhatsApp, Instagram, TikTok and AI Chat
Customers message you on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email, and your customer data runs through mParticle. AeroChat answers those conversations and works with mParticle in both directions. It looks up the customer’s profile to shape the reply, and it sends what happened in the chat back to mParticle, so the tools connected to it see the conversation too. You describe the workflow in your own words, and AeroChat builds it.
What you can do with mParticle and AeroChat
- Send chat events to mParticle. AeroChat records who the customer is and what happened in the chat, such as a lead captured or an order question, as events on their profile.
- Personalise replies with mParticle profiles. AeroChat looks up the customer’s profile by email or phone and uses traits such as their tier or last order in its reply.
- Add what the customer tells you to their profile. Preferences given in chat, such as size, language or preferred contact time, become attributes on the profile.
- Link a chat to a known customer. When a customer gives an email you already hold, AeroChat sends it with their phone number so the profile joins up.
- Route valuable customers to your team. When the profile shows a high tier or an open issue, AeroChat hands the conversation to a person.
Works on every chat channel
Your customers message you wherever they already are. The same mParticle connection and the same workflows run on every channel AeroChat supports, and mParticle stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number and get replies that use what mParticle knows about them. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through two of mParticle’s public APIs. It sends user identities, user attributes and custom events through the server-to-server Events API, and it reads user attributes, identities and audience memberships through the Profile API.
To connect, create a server-to-server input in mParticle and copy its key and secret for the Events API. For lookups, open Settings, Platform, API Credentials, add a credential with Profile API access for your workspace, and copy the client ID and secret, which mParticle shows once. See the Profile API documentation. Paste the keys into the AeroChat dashboard when AeroChat asks.
You describe the workflow in your own words. AeroChat builds it as a draft, works out which mParticle calls it needs, and asks you to connect. Keys and credentials are entered in the AeroChat dashboard and never pass through the conversation.
Workflows to copy
Copy this into AeroChat
When someone gives their name and email in chat, send their email and phone number to mParticle as user identities, with their first name and the channel they used as user attributes. Then send a custom event called Chat Lead Captured (example) with the topic they asked about and a two-line summary.
Copy this into AeroChat
When a customer starts a chat and we know their email or phone number, look up their profile in mParticle. If the trait tier is VIP (example value), greet them by first name and hand the conversation to our customer care team if they report a problem. Otherwise, answer as usual.
Who uses it
Businesses that already route customer data through mParticle can use it, such as online stores, subscription brands and apps that feed their marketing, analytics and support tools from one customer profile. If mParticle holds the profile, the chat can use it and add to it.
What stays in mParticle
mParticle stays the record of your customer data. User profiles, identity resolution, audiences and the outputs they feed stay there, and your team still manages them in mParticle.
AeroChat handles the conversation. It reads the profile data your recipe asks for and sends the events and traits it names, and leaves the rest to mParticle and the tools behind it.
Questions
Does AeroChat work with mParticle?
Yes. AeroChat sends chat events through mParticle’s Events API and reads profiles through the Profile API, with credentials you create in mParticle.
Can WhatsApp conversations show up in mParticle?
Yes. AeroChat sends the details the customer gives and an event for what happened in the chat, so they appear on the customer’s profile in mParticle.
Do I need a developer?
No. You describe the workflow in your own words, create the keys in mParticle and paste them in, and switch it on. AeroChat shows a checklist of what is left to do. Whoever manages mParticle for you should agree the event and trait names.
Which plan do I need?
Workflows via Skills are on every plan, Free included. Choose by message volume: Starter covers 500 AI responses a month and 3 seats, Growth covers 2,000 responses and 10 seats and adds payment links and broadcasts, and Advanced covers 5,000 responses and 25 seats.
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.
Connect mParticle and try it
Paste the first recipe, add your mParticle keys, and leave your own name and email in the chat.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.