Getting Started with Mercuri CX

This guide is your starting point. Whether you're setting up WhatsApp and SMS, creating automation flows, or sending your first campaign, this page will walk you through what to do first and where to find everything.

Step 1: Connect Your Communication Channels

Before you begin engaging with customers, you’ll need to connect your WhatsApp and SMS Communication channels.

A. WhatsApp Business API Setup

Let's start with WhatsApp, the most powerful tool for real-time customer engagement.

To get started, ensure you have:

  • A verified Facebook Business Manager account 👉Verify your Business Manager Account

  • A phone number (can be either):

    • A brand-new number

    • An existing number already registered with WhatsApp Business

  • A valid payment method (credit card), along with your:

    • Company name

    • Billing address

    • GST number (if applicable)

Once you're ready, simply follow the guided steps in Mercuri CX to complete your WhatsApp setup.

Connect Your SMS Provider

B. Connect Your SMS Provider

Next, set up your SMS channel to enable broader communication coverage. Click on the link below to understand more about the TFN verification Process 👉 Connect your SMS Provider

Step 2: Build Your Messaging Foundation

Now that your channels are connected, it’s time to build the infrastructure for communication.

A. Create Message Templates

To initiate customer conversations, WhatsApp requires the use of pre-approved message templates. Set up templates for use cases like:

  • Campaign messages

  • Appointment reminders

  • Support follow-ups

👉 Create WhatsApp Templates

B. Add Your Contacts

Next, bring in your customer data. You can:

  • Sync contacts directly from your website

  • Upload a CSV file

  • Manually add individual contacts

👉 Upload or Sync Contacts

C. Set Up Automations

Save time by automating routine communication. You can trigger messages based on user actions such as:

  • Appointment confirmations

  • Reminders and alerts

  • Feedback and review requests

👉 Set Up Your First Automation

Step 3: Start Conversations

Now it’s time to engage your audience.

Open your Mercuri Conversation Inbox to:

  • Respond to incoming messages in real time

  • Trigger automated replies

  • Use smart buttons and quick replies for smoother interactions

👉 Start Your First Conversation

Step 4: Add Your Team

Working with a team? Invite your agents to collaborate in one place.

You can assign roles, manage permissions with ease.

👉 Add Agents & Manage Roles

Step 5: Launch Your First Campaign

Sending out campaigns allows businesses to retarget and re-engage their customers, boosting retention and loyalty through personalized, targeted messaging.

Use the Marketing feature to:

  • Draft your message

  • Choose your target audience

  • Send campaigns across WhatsApp and SMS

  • Track campaign performance metrics in real time

👉 Create and Launch Your First Campaign 👉 Track Campaign Performance

You’re All Set

By this point, you've:

  • Connected your communication channels

  • Built message templates

  • Set up automations

  • Engaged with your customers

  • Sent your first campaign

From here, Mercuri CX supports you in turning every conversation into a meaningful customer relationship.

Need help? Our support team is always just a click away.

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