Campaigns & Retargeting

Campaigns let you reach out to customers proactively over WhatsApp — for promotions, follow-ups with leads, or re-engaging dormant contacts. Instead of waiting for a customer to start a conversation, you initiate it.

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What Can You Do with Campaigns?

• Import leads from an Excel/CSV file and instantly launch a WhatsApp campaign
• Run bulk campaigns — send an approved WhatsApp template to a group of leads at once
• Schedule messages for a specific lead at a future date and time
• Build smart audiences from your existing leads using flexible filters (status, score, last activity, and more)

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Part 1: Importing Leads

If you have a list of phone numbers from an external source (online form, trade show, CRM export), you can import them directly.

How to Import

1. Go to Campaigns → Import
2. Upload your Excel or CSV file
3. Map the columns — tell the system which column is the phone number, which is the name, and any other custom fields
4. Choose a WhatsApp channel to send from
5. Optionally, attach a WhatsApp template — sends an opening message to every imported lead automatically
6. Click "Import"

What Happens After Import?

• A new lead is created for every new phone number
• If a phone number already exists in the system, the records are merged (no duplicates)
• If you attached a template, the opening message is sent automatically to every newly imported lead
• Imported leads appear in the leads list ready for follow-up

Tip: Phone numbers should be in international format without a + (e.g., 966501234567).

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Part 2: Bulk Campaigns

A bulk campaign sends an approved WhatsApp template to a group of leads in one go.

Requirements

• WhatsApp Cloud API channel — does not work with the unofficial WhatsApp integration
• An approved WhatsApp template from Meta

Creating a Bulk Campaign

1. Go to Campaigns → New Campaign
2. Choose your audience:
   • Import a new file (creates leads and sends)
   • Or pick a saved audience (from the Audiences section)
3. Choose a WhatsApp channel
4. Choose a template from your approved templates
5. Fill in variables — if the template has {{1}}, {{2}}... you can map them to lead fields (name, phone, custom field) or enter a fixed value
6. Preview the message — see exactly what the customer will receive
7. Launch now or schedule for later

Tracking a Campaign

After launch you can monitor:

• Sent: Messages that left the system
• Delivered: Messages that reached the phone
• Read: Messages that were opened
• Replies: Customers who replied and started a conversation

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Part 3: Scheduled Messages

A scheduled message sends a WhatsApp template to one specific lead at a future time.

When to Use Scheduled Messages

• A lead said "reach out next week"
• Automatic follow-up 3 days after a conversation
• A reminder about an appointment or a time-limited offer

Creating a Scheduled Message

1. Open the lead profile
2. Click "Schedule Message"
3. Choose the template and fill in variables
4. Set the date and time
5. Save

The message is sent automatically at the scheduled time and appears as a normal WhatsApp conversation the customer can reply to.

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Part 4: Audiences

An audience is a saved group of existing leads built from specific filter conditions.

Creating an Audience

1. Go to Campaigns → Audiences
2. Click "New Audience"
3. Add filter conditions:
   • Status (Interested, Follow Up…)
   • Score range (above 60, for example)
   • Channel (WhatsApp, Messenger…)
   • Last activity (more than 30 days ago, for example)
   • Assigned agent or unassigned
4. Check the estimated count — the system shows how many leads match right now
5. Save with a name

Audience Examples

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WhatsApp Templates: What You Need to Know

WhatsApp templates are pre-approved messages from Meta. You need them when:

• Starting a brand-new conversation with a customer
• Sending a message after the 24-hour window since the customer's last reply has closed

Supported Template Types

• Text only: A text message with optional variables {{1}} {{2}}
• Image: Message with an image header
• Video: Message with a video header
• Document: Message with a PDF or document attachment

Template Buttons

Templates can include buttons:

• URL button: Opens a web page (supports dynamic variables like tracking links)
• Phone number: Starts a phone call directly
• Quick reply: Sends a fixed text when tapped

Adding Your Templates

Go to Settings → Integrations → WhatsApp settings. After Meta approves your template, it automatically appears in the template picker when creating campaigns.

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Best Practices

1. Don't over-message: Avoid sending more than one message to the same customer in 24–48 hours unless necessary — repeated unsolicited messages risk getting your number flagged by WhatsApp
2. Personalize: Use name and custom-field variables — personalized messages get significantly higher reply rates
3. Timing matters: Send during business hours (9 AM – 6 PM) for professional audiences; evenings and weekends work better for consumer audiences
4. Watch engagement: Campaigns that get many replies mean your message resonated — repeat the same approach
5. Keep your lists clean: Audiences built on precise conditions outperform broad, untargeted blasts

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Next Steps

• Lead Management — Learn how to qualify and assign leads that come in from campaigns
• Connecting Channels — Enable WhatsApp Cloud API to launch campaigns
• Team Management — Assign campaign-generated leads to your team