Campaigns

What is the “Campaigns” section?

The Campaigns feature allows you to proactively send messages to large groups of WhatsApp contacts and track their performance through detailed success metrics.

• Purpose: Enables organizations to reach audiences at scale with personalized WhatsApp campaigns.
• Value: Increases engagement by sending proactive communications and linking responses to automated bot flows, ensuring customers receive consistent follow-up.
• Scope: This feature is part of the Campaigns module and works alongside Contacts (to define the audience) and WhatsApp Cloud accounts (for delivery).

When users reply to a campaign, their messages are automatically routed to a specific bot flow configured for that campaign. This ensures consistent handling and tailored responses.

Key Concepts

• Campaign List:
  
  • Real Campaigns – Production campaigns sent to actual audiences.
  • Test Campaigns – Trial runs with selected numbers for validation.
• Campaign States:
  
  • Draft – The campaign is being created but some required fields are missing.
  • Ready to Launch – All mandatory fields are completed; the campaign can now be scheduled or launched.
  • Active – The campaign is currently being sent or sent already (either immediately or in batches).
  • Ended – The campaign has finished running. Ending a campaign allows the same contacts to be targeted again in the future.
• Templates: Pre-approved WhatsApp message templates (created in Meta’s Template Manager) used as the initial campaign message. Templates can contain variables, images, or videos.
• Segmentation: Campaigns can only be sent to contacts with tags or valued tags. Segmentation is mandatory.

How to use it

Pre-conditions

• A WhatsApp Cloud number must be available in your organization.
  
• Audience contacts must be tagged (normal or valued tags).
  
• A WhatsApp message template must be created and approved in Meta’s Template Manager.

UI/UX Walk-through

Creating a Campaign

1. Click “New Campaign”
   
2. Basic Setup
   
   1. Enter a campaign name.
   2. Select the WhatsApp Cloud number from which the campaign will be sent.
      
3. Audience Selection
   
   1. Choose the audience by segmenting contacts using tags or valued tags.
   2. ⚠️ Contacts without tags cannot be included.
4. Select Template Message
   
   1. Pick a pre-approved WhatsApp template.
   2. Ensure the correct language version is chosen.
   3. If the template has variables:
      
      1. Free text → Same value for all recipients.
      2. Name → Populated with the contact’s name.
      3. Valued Tag → Populated with the contact’s specific valued tag (e.g., customer ID).
      4. ⚠️ If a valued tag is missing for a contact, the campaign will not be delivered to them, and an error will appear in the report.
   4. Upload images or videos if required by the template.
   5. Note: Templates must use numerical variable placeholders, not custom names.
5. Bot Flow Association
   
   1. Assign the bot flow that will handle replies to this campaign. (normally this value will be provided by hubtype team)
6. Review & Prepare
   
   1. Check all information.
   2. Save Ready to Launch or choose to send a test.
7. Testing vs. Real Launch
   
   1. Test Campaign:
      
      1. Enter test phone numbers (they must already exist in the Contacts database).
      2. Note: Test campaigns follow the same restrictions as real ones. If a test number is already involved in another active campaign (real or test), it will not receive the new one.
   2. Real Campaign:
      
      1. From the list of campaigns, click Start Now to send immediately at ~20 contacts/second.
      2. Or click Schedule to set a future date/time and adjust the delivery rate (contacts/hour). Slower pacing is recommended if campaigns are expected to generate a high volume of cases.

Managing Campaigns

• Campaigns in Draft can always be edited.
  
• Campaigns in Ready to Launch can be started immediately or scheduled.
  
• Active campaigns can no longer be modified but their audience can be re-targeted in new campaigns.
  
• Deleting a campaign removes it permanently from the list.

Post-conditions

• Contacts targeted by a campaign are marked as “engaged” until the campaign ends.
  
• Campaign statistics are updated in real-time and can be exported.

Reporting & Metrics

For active campaigns, you can view aggregated statistics by clicking the bar chart icon next to Export Report.

• Received by – % of contacts who successfully received the message from the total that we were able to send it.
  
• Read by – % of recipients who opened the campaign message from the total that received it.
  
• Replied by – % of recipients who replied from the total that received it.
  
• Not sent to – Number of contacts who could not be reached.

Known reasons for delivery failure (limited by Hubtype):

• The contact has an open case in Inbox (to avoid confusion while being attended by an agent).
  
• The contact is already part of an active campaign.
  
• The contact is not a valid WhatsApp user.
  
• A valued tag selected as a template variable, has not been added to a contact.

Export Report (CSV) includes detailed metrics per contact:

• error_msg → Reason why the campaign was not delivered to this contact.
  
• time_per_funnel_step → If configured in the bot code, shows timestamps of when the user passed each step in the campaign’s bot flow.

Best Practices

✅ Always ensure every contact has at least one tag.
✅ Use Schedule with a defined pace to avoid overwhelming support teams.
✅ Test campaigns with a small audience before launching at scale.
✅ Monitor metrics in real-time and export reports for deeper analysis.
❌ Avoid launching multiple campaigns to the same segment simultaneously.