# WhatsApp campaigns from SAP Emarsys, answered by an AI agent.

**Integrations · SAP Emarsys**

Marketing keeps building programs in SAP Emarsys. Salesteq sends the WhatsApp message from the brand's own number and puts an AI agent on every reply: it answers in Arabic or English, qualifies the buyer, books the test drive or the service visit and hands over to the team when a person is needed.

## What happens after the campaign goes out

- An automation program in SAP Emarsys reaches the step that sends WhatsApp and passes the contact's mobile number, the approved template and its variables to Salesteq.
- Salesteq sends the template from the brand's WhatsApp Business number on Meta's platform, with image header and variables, once per contact and step.
- When the customer answers, the AI agent takes the conversation: model questions from live stock, prices, trade-in, test drive or service booking.
- Bookings go into the dealer systems the agent already works with, such as the CRM or the Keyloop workshop diary.
- A customer who writes stop is suppressed for marketing, and the team sees every conversation in one inbox.

## How it connects

The connection uses the building blocks SAP Emarsys offers for outside services: a webhook step in the Automation Center that calls Salesteq with contact data, and the Emarsys API for anything that should come back. Nothing is installed in Emarsys and no contact database is copied.

Which outcomes return to Emarsys, for example replied, lead or booked as contact data or events that start follow-up programs, is agreed with the brand's Emarsys team per account and set up with them.

## What a brand needs to start

| Item | Why |
| --- | --- |
| SAP Emarsys account with Automation Center access | The WhatsApp step is added to the brand's own programs. |
| The WhatsApp Business number on Meta's platform | Campaigns and the agent's answers come from the same number the customer already knows. |
| Approved WhatsApp templates | Meta approves marketing and utility templates before anything is sent. |
| A contact field with the mobile number and the opt-in | Only contacts who agreed to WhatsApp receive it. |
| Who receives handovers | Complaints and anything the agent should not decide go to a named team. |

## SAP partnership and trademarks

We are an official member of the SAP PartnerEdge open ecosystem.

SAP, SAP Emarsys and SAP Engagement Cloud are trademarks of SAP SE. This page describes how Salesteq connects to SAP Emarsys and is not a statement by SAP.

## Questions about SAP Emarsys and WhatsApp

### Does this replace the WhatsApp channel built into SAP Emarsys?

It is a separate step in the brand's automation programs. What changes is what happens after the send: every reply is answered by the agent and turned into a lead, a booking or a handover.

### Whose WhatsApp number is used?

The brand's own WhatsApp Business number. Campaign messages and the agent's answers come from the same number, so the customer stays in one chat.

### Which languages?

Arabic including Gulf dialects, English, German and French. The agent answers in the language the customer writes in.

### Do results show up in SAP Emarsys?

Outcomes such as replied, lead and booked can be returned to Emarsys as contact data and events, so follow-up programs and segments can use them. Which ones is set up with the brand's Emarsys team.

### What about opt-outs?

A customer who asks to stop is suppressed for marketing in Salesteq, and the opt-out can be returned to Emarsys so the next program respects it.

**Related**

- [WhatsApp Business API for car dealers](https://salesteq.com/integrations/whatsapp-business-api)
- [Every lead in your CRM, with the conversation behind it](https://salesteq.com/integrations/crm)
- [An AI agent that books straight into Keyloop and Autoline](https://salesteq.com/integrations/keyloop)
- [Use case: reactivating quiet leads](https://salesteq.com/use-cases/lead-reactivation)

**Sources**

- SAP News, Sinch and SAP Emarsys partnership (November 2024): https://news.sap.com/africa/2024/11/sinch-and-sap-emarsys-join-forces-to-elevate-customer-engagement-in-the-digital-era/
- SAP Learning, the conversational channel in SAP Emarsys: https://learning.sap.com/videos/exploring-the-conversational-channel-whatsapp-template-messaging-in-sap-emarsys

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Source: https://salesteq.com/integrations/sap-emarsys  
Updated November 2026