Maximizing WhatsApp Engagement: Native Integration v/s Custom Connectors

  • UPDATED: 28 November 2023
  • 4 min read

Reading Time: 4 minutes

As a business owner, you’re probably looking for ways to connect, engage, and build relationships with your customers. One of the most popular ways to do so is through WhatsApp. WhatsApp has quickly evolved into one of the world’s most widely used messaging platforms, boasting over 2 billion active users.

Did you know that personalized WhatsApp campaigns can drive up to 3X the ROI? Check out your potential ROI using our WhatsApp ROI Calculator.

WhatsApp is a great way to connect with your customers. Still, the question is, should you use a Native Integration or a Custom Connector when using WhatsApp with a Customer Engagement Platform (CEP)?

In this blog post, we will discuss the benefits of using a WhatsApp Native Integration over Custom Connectors and present a case for why a Native Integration is a better choice.

In-Depth Analytics

One of the main benefits of using a WhatsApp Native Integration with your CEP is the in-depth analytics. With a Native Integration, you can analyze the performance of your WhatsApp campaigns in real-time.

You can see how many messages were sent, delivered, and read by your recipients. You can also see the click-through rate of your messages, which can help you understand whether your messaging resonates with your audiences.

This data can help you to optimize your campaigns and improve your ROI.

How is this useful?

A customer that has read your message on WhatsApp can indicate intent is high. You can quickly entice them to convert with a second personalized WhatsApp message.

Omnichannel Capabilities

Another benefit of using a WhatsApp Native Integration is the omnichannel capabilities. With a Native Integration, you can integrate WhatsApp with other channels such as email, SMS, In-Apps, Push notifications, and popular Social Media channels.

This means you can easily reach customers on multiple platforms to create a cohesive omnichannel strategy. This enables consistent and contextual communication with your customers.

Seamless Opt-in and Opt-out Management

MoEngage’s Native WhatsApp integration has built-in opt-out management features that allow you to manage efficiently and honor customer requests to unsubscribe or opt out of communication.

This feature is essential for compliance and maintaining a good customer relationship. With a Native Integration, you can manage your opt-outs in real-time. This means that if a customer opts out of receiving messages from you, you can immediately stop sending them messages. This can help to improve customer satisfaction and reduce the risk of spam complaints.

Easy-to-Use Template Visualizers

Native integrations are easy to use and come with template visualizers that help you create visually appealing and professional-looking templates. This feature saves time and resources while ensuring consistent branding across all your communication channels. With MoEngage Native Whatsapp integration, you can easily create and use WhatsApp templates on MoEngage itself.

RFM and Segmentation Capabilities

MoEngage Native WhatsApp Integration allows you to leverage MoEngage RFM (Recency, Frequency, Monetary) and Segmentation capabilities. These capabilities help you to segment your audience based on their behavior and preferences. This means that you can create personalized messages that resonate with your audience.

Leverage these segments across WhatsApp and other channels to create omnichannel campaigns that increase engagement, retention, and revenue.

Personalizing WhatsApp Messages with Smart Recommendations

By utilizing MoEngage’s Native WhatsApp integrations, you can personalize your WhatsApp messages with Smart Recommendations. This enables you to create personalized messages based on customer behavior, preferences, interests, and products your customers have recently viewed or purchased.

Integrating Smart Recommendations when using a Native WhatsApp integration is easy. It can help you leverage WhatsApp as a personalization and conversion channel, enabling you to run win-back and up-sell campaigns.

👉 Read how Navi used WhatsApp to increase insurance upsells by 1.5x

Optimizing WhatsApp Campaigns with Reachability and Access Controls

Finally, using MoEngage’s Native Integration, you can optimize your WhatsApp campaigns with reachability controls such as Frequency Capping, Global Control Groups, and DND (Do Not Disturb) settings. Frequency capping allows you to limit the number of messages that you send to each customer. This can help to improve customer satisfaction and reduce the risk of spam complaints. DND settings allow you to respect your customers’ preferences, ensuring your customers receive relevant and timely messages.

Single Point of Contact

Native integrations provide a single point of contact for onboarding and managing campaigns, simplifying the process and reducing the risk of errors. This saves your team time and resources, enabling you to focus on your core business operations.


In conclusion, MoEngage Native WhatsApp Integration offers a more comprehensive and efficient way of integrating multiple platforms, offering benefits such as in-depth analytics, omnichannel capabilities, opt-out management, easy-to-use template visualization, in-built RFM, and segmentation capabilities that help with better personalization, personalizing WhatsApp messages with DPM, and optimizing WhatsApp campaigns with controls such as frequency capping and DND settings

As a result, it is the better choice for businesses that want to streamline their operations, increase efficiency, and deliver a better customer experience.

Want to learn more about MoEngage’s Native Integration with WhatsApp? Get a personalized demo today!