Campaigns

Campaigns allow you to send WhatsApp messages to multiple contacts at once using pre-approved templates. You can target specific segments, upload contact lists via CSV, and track campaign performance.

---

Accessing Campaigns

Path: Campaigns (/dash/campaigns)

On the Campaigns page, you'll see:

• Top Actions:
  • View/Add Templates – Navigate to WhatsApp Templates settings to view or create templates.
  • Create Segment – Create a new contact segment for targeting.
  • Create Campaign – Start creating a new campaign.
• Marketing Messages Remaining – Shows your available marketing message quota (or "Unlimited" if applicable).
• WhatsApp Health Status – Displays the health status of your WhatsApp Business Account (WABA) and Business verification status.
• Campaigns List – A table showing all your campaigns with filters, search, and management options.

---

Campaign Statuses

Campaigns can have the following statuses:

• Draft – Campaign is saved but not yet published. You can edit and publish it later.
• Scheduled – Campaign is scheduled to start at a specific time.
• Pending – Campaign is queued and waiting to start sending messages.
• Active – Campaign is currently sending messages to contacts.
• Paused – Campaign has been paused and can be resumed.
• Completed – Campaign has finished sending all messages.
• Cancelled – Campaign was cancelled before completion.

---

Creating a Campaign

Path: Campaigns → Create Campaign

The campaign creation process is a 4-step wizard:

Step 1: Select Channel & Template

1. Select Channel: Choose a WhatsApp Business channel from the dropdown. Only active and connected channels are available.
2. Search Templates: Use the search bar to find templates by name or body text.
3. Filter by Type: Filter templates by category (Marketing, Utility, etc.) using the type filter dropdown.
4. Select Template: Click on a template card to select it. The template preview shows:
   • Template name
   • Category and status
   • Language
   • Preview of header, body, footer, and buttons (if applicable)

Note: If no channels are available, you'll see an empty state prompting you to create a channel first.

Step 2: Select Contacts

Choose how to select contacts for your campaign:

Option A: Segment

1. Select Segment as the contact selection method.
2. Use the segment combobox to search and select an existing segment.
3. The system displays the number of contacts in the selected segment.

Option B: CSV Upload

1. Select CSV as the contact selection method.
2. Upload CSV File:
   • Click "Upload CSV" or drag and drop a CSV file.
   • The file must contain a Phone column (variations like "phone", "Phone Number", "mobile", etc. are accepted).
   • Maximum 5,000 contacts per file.
   • Additional columns (Name, Email, custom fields) are optional and can be used for template variables.
3. CSV Validation:
   • The system validates the file structure, checks for required columns, and detects duplicate phone numbers.
   • Validation status is shown (Valid, Error, or Warning).
   • If duplicates are found, you'll see a warning with the count.
4. View Sample: Click "Download Sample CSV" to see the expected format.

Note: Phone numbers are normalized automatically. Duplicate phone numbers within the CSV are detected and shown in a warning.

Step 3: Set Variables

Configure template variables that will be personalized for each contact:

1. Header Variables (if template has a text header with variables):

   • Enter the value or select a CSV column that contains the header variable value.
   • For CSV method, you can map CSV columns to header variables.

2. Body Variables:

   • For each variable in the template body (e.g., {{name}}, {{order_id}}):
     • Enter a static value, or
     • Select a CSV column (if using CSV method), or
     • Use contact custom fields (if available).
   • Variables are displayed with their names and you can configure values for each.

3. Button Variables (for URL buttons with dynamic URLs):

   • If your template has URL buttons with dynamic URLs containing variables:
     • Configure the variable values (static, CSV column, or custom field).

4. Carousel Variables (for Media Carousel templates):

   • If your template is a Media Carousel:
     • Configure variables for each carousel card's body text.
     • Variables can be mapped to CSV columns or set as static values.

Variable Mapping Options:

• Static Value: Enter a fixed value that applies to all contacts.
• CSV Column: Select a column from your uploaded CSV (only available when using CSV contact selection).
• Custom Field: Use contact custom fields (if contacts have custom field data).

Step 4: Summary

Review your campaign configuration before publishing:

1. Test Your Campaign:

   • Click Send Sample Message to test how the campaign will look.
   • Enter a phone number and configure variable values in the drawer.
   • Send a test message to verify the template rendering.

2. Campaign Summary:

   • Template: Name of the selected template.
   • Segment/CSV: Shows the selected segment name or CSV file name.
   • Number of contacts: Total contacts that will receive the campaign.
   • Variables: Summary of configured variables.

3. Actions:

   • Save as Draft: Save the campaign without publishing. You can edit and publish it later.
   • Publish: Start the campaign immediately. The campaign will begin sending messages to contacts.

Validation:

• Before publishing, the system validates:
  • Message length (ensures messages don't exceed WhatsApp limits).
  • Duplicate phone numbers (warns if duplicates are detected).
• If validation fails, you'll see dialogs explaining the issues.

---

Managing Campaigns

Campaign List

The campaigns list shows:

• Name – Campaign name.
• Created At – When the campaign was created.
• Status – Current campaign status (with color-coded badges).
• Metrics – Visual chart showing delivery progress (sent, delivered, read, clicked, failed).

Filters and Search

• Status Filter: Use the segmented control to filter campaigns by status (All, Draft, Scheduled, Pending, Active, Paused, Completed, Cancelled).
• Search: Search campaigns by name using the search bar.
• Sorting: Click column headers to sort by name or creation date (ascending/descending).

Campaign Actions

• Click a Campaign Row:

  • Draft campaigns: Opens the campaign editor to continue editing.
  • Published campaigns: Opens the Campaign Analytics page.

• Bulk Actions (select multiple campaigns using checkboxes):

  • Delete: Delete selected campaigns (only Draft campaigns can be deleted).

• Individual Actions:

  • Publish (for Draft campaigns): Start sending the campaign.
  • Pause (for Active campaigns): Pause message sending.
  • Resume (for Paused campaigns): Resume sending messages.
  • Cancel (for Active/Pending campaigns): Stop the campaign permanently.

---

Campaign Analytics

Path: Campaigns → Click on a published campaign

The Campaign Analytics page provides detailed insights into your campaign performance:

Campaign Stats

Real-time statistics showing:

• Total Contacts – Number of contacts in the campaign.
• Sent – Messages successfully sent.
• Delivered – Messages delivered to recipients.
• Read – Messages read by recipients.
• Clicked – Button clicks (for templates with buttons).
• Failed – Messages that failed to send.

Note: Stats auto-refresh every 5 seconds for active campaigns.

Clicks Histogram

A chart showing button click activity over time, helping you understand when recipients are most engaged.

Campaign Summary

Overview of campaign details:

• Template information
• Contact selection method (Segment or CSV)
• Total contacts
• Start and end dates (if applicable)
• Campaign status

Campaign Contacts Table

A detailed table showing the status of each contact:

• Phone Number – Contact's phone number.
• Name – Contact name (if available).
• Status – Delivery status (Sent, Delivered, Read, Clicked, Failed).
• Sent At – When the message was sent.
• Delivered At – When the message was delivered (if applicable).
• Read At – When the message was read (if applicable).
• Clicked At – When a button was clicked (if applicable).
• Error – Error message (if status is Failed).

Actions:

• Download Failed: If there are failed contacts, a "Download Failed" button appears in the top actions. Click it to download a CSV file with failed contact details for troubleshooting.

Template Preview

Click View Template in the top actions to open a sidebar showing:

• The complete template preview
• How variables are rendered
• Button configurations

---

Best Practices

1. Test Before Sending: Always use "Send Sample Message" to verify your template and variables before publishing.
2. Segment Targeting: Use segments to target specific groups of contacts for better engagement.
3. Variable Personalization: Use CSV columns or custom fields to personalize messages with contact-specific information.
4. Monitor Performance: Check Campaign Analytics regularly to track delivery rates and engagement.
5. Handle Failures: Download failed contacts CSV to identify and fix issues (invalid phone numbers, opt-outs, etc.).
6. Respect Limits: Be aware of your marketing message quota and WhatsApp rate limits.
7. Template Approval: Ensure your templates are approved by WhatsApp before using them in campaigns.

---

Troubleshooting

Campaign Not Sending

• Check that your WhatsApp channel is active and connected.
• Verify template status is "APPROVED" (not PENDING or REJECTED).
• Ensure you have sufficient marketing message quota.
• Check WhatsApp Business Account health status.

High Failure Rate

• Download the failed contacts CSV to see error messages.
• Common issues: invalid phone numbers, opt-out contacts, rate limits.
• Verify phone number formats in your CSV or segment.

Variables Not Working

• Ensure CSV columns match variable names (case-insensitive).
• Check that custom fields exist for contacts if using custom field mapping.
• Verify variable syntax matches template requirements (snake_case format).

Template Issues

• Templates must be approved by WhatsApp before use.
• Check template status in WhatsApp Templates settings.
• Verify template language matches your contact's language preferences.

Advanced Topics

Advanced Campaign Features

• Segments - Create sophisticated segments for precise targeting
• Custom Fields - Use custom fields for advanced variable mapping
• WhatsApp Templates - Master template creation and management

Campaign Analytics & Optimization

• Marketing Insights - Deep dive into campaign performance metrics
• Conversation Insights - Analyze how campaigns drive conversations
• Contacts Overview - Understand contact engagement patterns

Advanced Targeting

• All Contacts - Use advanced filters to create precise campaign audiences
• Labels - Leverage labels for campaign segmentation
• Leads Board - Track campaign-generated leads through your pipeline