Campaigns are available on every plan. Only agent admins can create, launch and change
them; everyone with access to the agent can see them.
Overview
A campaign sends one approved WhatsApp template to a group of leads you pick — last year’s enquiries, webinar attendees, an imported list — and spreads the messages across sending windows so your numbers stay healthy. When a lead answers, your agent (or your team) takes it from there, exactly like any other WhatsApp conversation. You find campaigns under Outbound → Campaigns. You need at least one WhatsApp number on the agent and an approved template; see WhatsApp.Create a campaign
1
Name and leads
Give the campaign a name (up to 30 characters) and pick up to 1,000 leads from the table.
Search and tags help narrow it down. Leads without an international phone number (
+49…), leads
WhatsApp could not reach, and — unless you switch it off — leads who already booked or are in
another running campaign cannot be picked.2
Numbers and templates
Pick the numbers to send from and an approved template for each. Every placeholder in a template
is filled from a lead column; give it a fallback for leads without that value. A lead
missing a value with no fallback in any chosen template is skipped: it gets no message
and costs nothing. A number can send for one campaign at a time.
3
AI replies
Decide whether the AI answers replies or your team does. Optionally tell the AI what the
campaign is about, so its answers fit why you wrote.
4
Volume and schedule
Set how many messages go out per day, the sending windows, the days and the timezone, and
whether to start now or later.
5
Review and launch
Check everything, including the estimated WhatsApp cost and how many new leads count toward your
plan. If some leads changed since you reviewed (for example, one booked), you are asked before
the campaign launches.
How messages go out
- Spread over the day. The daily target is spread evenly across your sending windows, with a little randomness, in the campaign’s timezone.
- Per number. A campaign sends at most 30 messages per number per day (20 is the recommended pace). Adding numbers raises the volume without pushing any single number harder. If a number also runs Automatic Contact, Automatic Contact goes first, and a number never sends more than 100 messages a day in total.
- The chat they know. A lead who already talks to one of the campaign’s numbers gets the message from that number.
- Most recently active first. Leads who were in touch most recently are messaged first.
After a lead receives the message
- The message appears in the lead’s WhatsApp conversation, labelled Campaign: name.
- The lead is tagged Campaign: name, so you can see in the Leads table who was contacted.
- With AI replies on, the AI answers their reply using your campaign context. With it off, the AI is switched off for that conversation so your team answers.
- Follow-up messages do not fire after a campaign message; they work again once the lead replies.
- A lead counts toward your plan once, when the message is confirmed — and only if they were not already counted this month.
- Replies and bookings within 14 days of the message count for the campaign.
Pause, edit and delete
- Pause stops sending; Resume picks up where it left off.
- A campaign pauses itself and emails the agent admins when a number has too many failed messages (10 % or more since the campaign was last resumed), when your plan has no new leads left this month, or when none of its numbers can send. If only one number has a problem, the others keep sending and the campaign page says which number stopped and why.
- A message WhatsApp never confirmed shows as Unconfirmed. It is not counted as failed and is never sent again.
- While a campaign is paused or not yet started, you can edit its leads, numbers, templates and schedule. Leads that were already messaged stay in the campaign.
- A completed campaign can only be renamed.
- Deleting a paused or completed campaign hides it; the conversations and tags stay. Leads not yet messaged are not contacted.