Campaigns

Overview

Campaigns let you coordinate an outreach journey across multiple channels. Upload an audience list, pick the messages each person should receive, and choose how the system reacts when a delivery fails or a contact stays silent. Every campaign automatically tags the conversations it creates and hands replies to your selected AI Agent, so you always know who is engaging and how they’re handled.

Before you start

• Prepare a CSV file with at least one phone or email column. Add any extra columns (such as name, plan, or appointment_date) that you want to reuse in your messages.
• Confirm that the integrations you plan to use—WhatsApp, Infobip SMS, or the email section in the integrations overview—are already connected and active in your account.
• Decide which AI Agent should answer the conversations created by the campaign. You’ll need to 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 so you can filter conversations later; feel free to add additional tags for reporting or routing.
3. Pick the AI Agent that should manage replies. The dropdown lists the latest published versions so you can lock in the right behavior.
4. Upload your CSV or use Quick add to create contacts on the fly.
   • The table previews every row and highlights anything that needs attention (for example, missing phones or emails, or duplicate entries).
   • Fix or remove the flagged rows, then re-upload or refresh so the audience shows only valid recipients.
5. Review the audience summary panel to confirm the contact count, how many rows include phones or emails, and which custom fields you can reuse later.

CSV format reference

Each row in your file should satisfy these rules:

• Include at least one contact method (phone or email). Rows that are missing both are rejected.
• Provide clean, one-value-per-cell entries—avoid merged columns or notes inside the same field.
• Keep contact identifiers unique. If the same phone or email appears twice, remove the duplicate to avoid a clash during verification.
• Add any helper columns you want to personalize messages with. During the build step you’ll be able to insert these fields as variables directly into your message.

email	phone	name	appointment_date
alex@example.com	+12025550101	Alex Doe	2024-09-12
jamie@example.net	+442071838750	Jamie Shaw	2024-09-13
priya@example.in	+122233344555	Priya Singh	2024-09-15

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 guides you through the starting message, what to do if that message fails, and how to follow up when someone never replies.

Primary message

1. Choose the integration that should send the first message.
2. Compose the message using the editor on the left. Selecting WhatsApp surfaces the template placeholders plus a variables dropdown so you can fill each required field with data from your CSV. Picking Infobip SMS keeps the editor freeform—type `--- id: campaigns title: Campaigns sidebar_label: Campaigns hoverText: Campaigns hoverDescription: Launch multi-channel campaigns with smart follow-ups.

---

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

Fallback when delivery fails

Toggle Send a fallback if not delivered when you want a back-up plan:

1. Select a second integration and write the fallback message.
2. The campaign automatically sends this fallback if the first message can’t be delivered. If a specific contact is missing the information that channel needs—for example, no phone number for SMS—the contact simply skips that fallback and proceeds to the next step in the journey.

Follow up when there's no reply

Enable Follow up if there is no response to nudge contacts who stay quiet:

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

note

Email integration is still on alpha so it might not be yet visible.

Tips while building

• Switch between the primary, fallback, and follow-up sections to preview how the journey will feel for a recipient.
• Keep an eye on the tag list—the default tag from the campaign name stays in place, but you can add more to trigger automations or segment reports later.
• You can move backward to the setup step at any time if you need 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 that will appear on 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 in practice

• Delivery issues: If a primary message bounces, the campaign immediately hands that contact to the fallback you configured. Each contact tries the fallbacks in order; any step that can’t run (for example, missing contact details) is skipped automatically.
• No-response timers: The platform schedules a follow-up right after the primary message delivers. Replies cancel the timer, preventing unnecessary outreach. If no reply arrives before the delay ends, the follow-up message sends exactly once.
• Campaign completion: As each contact finishes the journey—whether they responded, received every step, or ran out of fallbacks—their progress updates in real time. Once every contact has finished, the campaign status transitions to “Sent” so you know it’s complete.

After launch

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