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Campaigns

Overview​

Campaigns coordinate outreach across multiple channels. Upload an audience list, define the messages each person receives, and configure fallback behavior for failed deliveries or silent contacts.

Every campaign tags its conversations and routes replies to your selected AI Agent. This helps you track engagement and automate responses.

Before you start​

  • Prepare a CSV file with at least one phone or email column. Add extra columns (such as name, plan, or appointment_date) to personalize messages.
  • Confirm that your integrations are connected and active: WhatsApp, Infobip SMS, Twilio Voice, or email.
  • Choose which AI Agent handles replies. You select it during setup.

Step 1 - Set up the campaign​

  1. Go to Build → Campaigns and click + Create.
  2. Enter the campaign name. The system generates a matching tag from this name for filtering conversations. Add additional tags for reporting or routing as needed.
  3. Pick the AI Agent that manages replies. The dropdown lists the latest published versions.
  4. Upload your CSV or use Quick add to create contacts manually.
    • The table previews every row and highlights issues (missing phones, emails, or duplicates).
    • Fix or remove flagged rows, then re-upload so the audience shows only valid recipients.
  5. Review the audience summary panel to confirm contact count, available phones and emails, and reusable custom fields.

CSV format reference​

Each row must follow these rules:

  • Include at least one contact method (phone or email). Rows missing both are rejected.
  • Provide clean, one-value-per-cell entries. Avoid merged columns or notes inside the same field.
  • Keep contact identifiers unique. Remove duplicates to avoid verification errors.
  • Add helper columns to personalize messages. During the build step, you can insert these fields as variables.
emailphonenameappointment_date
alex@example.com+12025550101Alex Doe2024-09-12
jamie@example.net+442071838750Jamie Shaw2024-09-13
priya@example.in+122233344555Priya Singh2024-09-15

After the upload, the audience table flags rows that fail validation so you can correct them before moving on.

Step 2 - Build the message journey​

The builder walks you through three stages: the starting message, fallback options for failed deliveries, and follow-up messages for silent contacts.

Primary message​

  1. Choose the integration for the first message.
  2. Compose your message in the editor. For WhatsApp, use the template placeholders and variables dropdown to fill fields with CSV data. For Infobip SMS, type `--- id: campaigns title: Campaigns sidebar_label: Campaigns hoverText: Campaigns hoverDescription: Launch multi-channel campaigns with smart follow-ups.

to open the variable picker and insert any column. 3. Preview the result on the right to verify formatting, variables, and branding.

Fallback when delivery fails​

Toggle Send a fallback if not delivered to configure a backup plan:

  1. Select a second integration and write the fallback message.
  2. The campaign sends this fallback if the first message fails. If a contact lacks the required information (for example, no phone number for SMS), they skip that fallback and proceed to the next step.

Follow up when there's no reply​

Enable Follow up if there is no response to nudge silent contacts:

  1. Choose how long to wait. The dropdown offers day-based delays (1–7 days) to match your follow-up cadence.
  2. Select the integration and compose the follow-up content, just as you did for the primary step.
  3. If the contact replies at any point, the timer stops and the follow-up does not send. If no reply arrives, the message delivers once at the scheduled time.
note

Email integration is in alpha and may not appear in your account.

Tips​

  • Switch between the primary, fallback, and follow-up sections to preview the recipient's journey.
  • The default tag from the campaign name stays in place. Add more tags to trigger automations or segment reports.
  • Move backward to the setup step at any time to update the audience or replace the AI Agent before launching.

Step 3 - Review and launch​

The review screen summarizes everything you configured:

  • Audience: Total contacts, available phone numbers, available emails, and a quick look at the custom fields detected in your CSV.
  • Messaging flow: A snapshot of the primary message, any delivery fallback, and the no-reply follow-up so you can double-check tone and sequencing.
  • Automation settings: The AI Agent handling replies and the tags applied to resulting conversations.
  • Scheduling: Choose Send now to start immediately or set a future launch with date, time, and timezone. Scheduled campaigns stay in the queue until the start time you specify.

When everything looks right, click Review & start. You can also Save & exit at any point; drafts remain in the Campaigns list until you return.

How fallbacks behave​

  • Delivery issues: If a primary message bounces, the campaign routes that contact to the configured fallback. Each contact tries fallbacks in order. Steps that lack required data (missing contact details) are skipped.
  • No-response timers: The platform schedules a follow-up after the primary message delivers. Replies cancel the timer. If no reply arrives before the delay ends, the follow-up sends once.
  • Campaign completion: Each contact's progress updates in real time as they finish the journey. Once all contacts complete, the campaign status changes to "Sent".

After launch​

  • Track campaign status from the Campaigns list. Click any campaign to open its progress view, subscriber activity, and message logs.
  • Use filters in the list or reporting tabs to group conversations by campaign tag.
  • To reuse the audience, download the CSV from the campaign or copy contacts into another workflow.

Troubleshooting​

Check campaign logs for error codes when messages fail to deliver. For WhatsApp-specific errors, see the official error codes page.

Common issue: Error 131026 - Message Undeliverable​

Possible reasons include:

  • The recipient’s number is not registered on WhatsApp.
  • The recipient has not accepted the latest Terms of Service or Privacy Policy.
  • The recipient is using an outdated version of WhatsApp.
  • The recipient has blocked or reported your business.
  • Per-user marketing message limits have been reached to maintain quality.
  • The recipient has not come online within the 30-day offline message window.
  • The recipient is in a restricted or sanctioned country.
  • You are sending an authentication template to an Indian user (+91).

Additional resources​

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