Campaigns

What a campaign is

A campaign sends one approved template automatically, every time something happens. There are two kinds:

• Order campaigns are triggered by your connected Shopify store: an order placed, cancelled, shipped or delivered.
• Webhook campaigns are triggered by another tool, such as your CRM, calling the campaign's own web address.

Campaigns are on the Starter plan and above. Each campaign's own page, with its chart, is on Growth and Business.

Tap the picture to enlarge it

Store messages are managed in Settings

On an e-commerce account, the COD confirmation, prepaid receipt, cancellation and shipped messages are switched on and off in Settings → E-Commerce → Customer messages. On the Campaigns page they carry a Store message label and a Manage in E-Commerce → link instead of a pause button.

Abandoned cart reminders are not campaigns. See Abandoned carts and recovery messages.

Creating an order campaign

1. 1Open Campaigns and press Order campaign
2. 2Name it
3. 3Choose the trigger under When this happens
4. 4Choose an approved template under Send this template
5. 5Fill the blanks: choose what goes in each {{1}}, {{2}}: customer name, order number, tracking link and so on. Only values that exist for that trigger are listed
6. 6Type a fallback in If blank, use…: what to send when a value is empty, such as "there" for a missing name
7. 7Press Create (paused)

The campaign starts paused, so nothing sends until you've checked it. Press the play button on its card to turn it on.

The triggers:

• COD order placed: a Cash on Delivery order. Not sent for ₹0 orders or exchanges.
• Prepaid order placed: an order paid online.
• Order cancelled
• Order shipped: your store marks the order fulfilled. Tracking details can be used.
• Order delivered: your courier reports the whole order delivered. This needs your courier connected in Settings → E-Commerce.

Each campaign sends once per order for its trigger, never twice. A saved campaign keeps its trigger. For a different one, create a new campaign.

Creating a webhook campaign

1. 1Press New Campaign
2. 2Basics: a name, and a description if you like
3. 3Template: choose the template to send
4. 4Field Mapping: type where the phone number is in the data your tool sends, e.g. phone or customer.mobile. Do the same for each {{n}}, with a value to use if it's missing
5. 5Security: type a webhook secret, or leave it blank and we create one for you
6. 6Review, then press Create Campaign

To get the address, press Show webhook address on the campaign's card, then Copy. Paste it into your tool as a webhook.

If you typed a secret, every call must be signed with it in an X-Hub-Signature-256 header, or it is refused. The card then shows Secured. A secret we created for you isn't required yet: signed calls are checked, and unsigned ones are still accepted.

Testing a webhook campaign

1. 1Press Show webhook address, then Test
2. 2Put your own number in the sample data: replace YOUR_WHATSAPP_NUMBER with it, with the country code
3. 3Press Send Test. The answer appears under the box

• A paused campaign answers 404. Turn it on first.
• A campaign with a required secret answers 401, because a test from this screen isn't signed. Test it from your tool instead.

The campaign list

Filter with All, Active and Paused. Each card shows the template, what triggers it, and this month's numbers: triggered, sent, failed, and when it last ran. The numbers start from zero on the 1st of each month. Earlier months are kept on the campaign's own page.

• Edit (the pencil) opens the campaign's form.
• Pause and Resume turn it off and on.
• Delete removes it for good, and its address stops working at once. There is no undo.

Health messages

A card shows a line only when something needs you. A working, waiting or paused campaign shows nothing.

• Not sending: it can't send as set up, for example the template is missing or not approved, or it needs more values than are filled. The line says which.
• Rejected by WhatsApp: WhatsApp is refusing its messages. The line gives the reason in plain words.
• Not firing: the trigger has happened since the campaign was made, but it has never sent. Something is stopping it.
• Check settings: it works, but a value has no fallback, so a message fails whenever that value is empty.

A campaign that can't send can't be turned on: pressing play shows the reason instead.

Tap the picture to enlarge it

Pausing

• One campaign: press the pause button on its card. Press play to turn it back on.
• Every order campaign: press Pause all campaigns at the top of the page. A yellow bar shows when they were paused. Press Resume campaigns to undo it.

A campaign's own page

Press a campaign's name to open its page (Growth and Business). Choose This Month, Last Month, Last 3 Months or All Time.

• Triggered, Sent, Failed, and Success Rate (sent out of triggered).
• Daily activity: sent and failed, day by day.
• Why sends failed: failures grouped by reason.
• Recent activity: the latest 50 sends in the period, with time, phone, status and reason.

Tap the picture to enlarge it