In this help article, we explain how the Campaigns module works and the possibilities it offers. With the Campaigns module, you can proactively send messages to your own contacts via WhatsApp.
The WhatsApp Campaign module can be used for various purposes, such as automating messages, managing contact lists, scheduling messages, sending personalized messages, and analyzing campaign results.
Conditions before you start:
- You can use the Campaigns module in conjunction with a WhatsApp number obtained from Spotler. WhatsApp numbers from other providers are not supported in the Campaigns module.
- You are not allowed to send a message to contacts without their explicit permission. This consent can be obtained through a contact form or subscription, such as signing up for a newsletter. Contacts must agree to the terms to be approached via WhatsApp.
In this article you will learn more about:
Add Contacts
Via Contacts, you can consult People or Lists. In People, you can add individuals one by one manually or import a list of contacts via Import.
Note! You can send messages to WhatsApp Business Scoped User IDs (BSUIDs), mobile, landline, and international numbers. Use 316 as the format for Dutch mobile numbers. Messages will only be received by numbers with a valid WhatsApp account.
- Step 1: Import an Excel list with contact details, including first and last names and their respective mobile numbers. Use the following Excel templates.
Template 1
| phoneNumber | name | reference | <custom_field_name1> | <custom_field_name2> |
| 31612345678 | Naam 1 | Kenmerk 1 | custom_value1 | custom_value2 |
| 31687654321 | Naam 2 | Kenmerk 2 | custom_value1 | custom_value2 |
Template 2
| phoneNumber | <custom_field_name1> | <custom_field_name2> |
| 31612345678 | custom_value1 | custom_value2 |
| 31687654321 | custom_value1 | custom_value2 |
- Step 2: Choose the channel in step 1, update in step 2, specify the delimiter and file format, and select the CSV file you want to import in the last step.
Retrieve your favorites or search for contacts using 'Search contacts.' To make a contact a favorite, navigate to Profile > More > Add to Favorites. Here, you can also edit the contact, add a note, block, or remove it.
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Step 3: In Lists, you can view your contact lists or add new ones. Click on Add to add a new list. Name the list, add a reference and internal comments. Choose a channel and then opt for a CSV import or an empty list. If you choose an empty list, you can fill it with your own contacts. Navigate back to People to add contacts to your list one by one.
- Step 4: You can add a variable to a contact via Edit contact. You can call this variable using the following operator {{contact.variablename}}. For example, age 25 would be {{contact.leeftijd}}. When sending a message, change the parameter manually or adjust the template via Setting-Quick Replies.
Note: Contacts without this variable will not receive a message.
Create Template
Via Settings -> Quick replies, you can consult your template messages. Here, you can find your template messages that have been rejected and approved. You need to delete rejected templates. You can use approved templates. The status of the templates is updated approximately every 20 minutes.
It is not possible to modify an approved template; you need to submit a new template. However, you can add a reference to your templates to keep an overview.
If you no longer want to use old templates that have been approved, you can deactivate them by unchecking the 'enabled' status. If you no longer want to use the template at all, click on the trash can to delete it.
Templates can be equipped with a header, body, footer, and buttons (optional). A 'body' is mandatory. Parameters and Locations do not work in headers.
Note: Only the body is visible in Engage, not the header or footer. The customer will see the header, body, and footer. The response from the button will be visible in Webcare.
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Step 1: Click on +Add to add a new template and choose for which channel it should be available.
- Step 2: Enter the name of the template, language, and category.
You can choose Utility or Marketing. Use Utility to send transaction or invoice overviews, and Marketing for all other purposes. For more information, see here.
- Step 3: For a header, you can choose different options such as an image, document, location, text, or video. A header is optional.
A body is mandatory to fill in, and you can also choose a variable. A variable is useful to address everyone by their first name. Click on 'Add variable.' Later, we can adjust this variable.
- Step 4: In the next step, give the variable an example, such as a first name. This is necessary for WhatsApp to approve or reject your template. A footer text is optional.
After this, you can choose buttons, or 'Buttons.' Here, you can choose from a 'Call,' 'Quick Reply,' or a URL. If you choose 'Quick Reply,' this response can be seen in Webcare. You can choose multiple responses for Button 1, Button 2, and Button 3, but more than three buttons are not possible. For URL, you can choose two buttons.
- Step 5: WhatsApp needs to approve your template, and you can see this in the 'Template in review' status. If your template is approved, you can see it in the 'Approved by WhatsApp' status.
Send Template
Now it's time to send your template. Follow the steps below:
- Step 1: First, make sure your template meets your expectations by setting your parameters correctly. Navigate to Quick Replies and adjust your template via Edit template. In the 'Variables' option, indicate which variable is called, such as the first name. Then you can choose for which channels this template is available. Don't forget to save!
In the 'Variables' option, you can specify which variable is called. The variable was determined by you during import. Call this variable by adding contact to it: contact.first_name.
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Step 2: Now, we navigate back to 'Lists' to select the list where you want to send your message. You can type '/' or click on the symbol to select a template. After that, click on 'Schedule' to set a specific time and day or choose to send it now.
Tip! First, send a message to yourself to make sure it goes well.
Webcare
You can see the body text of your outgoing message in Webcare, but not the header or footer when someone replies to your message.
When you use the template with images, buttons, headers, or footers in Engage, this will not be sent in Webcare. Webcare does not support image, button, and header functions. These are only available in Campaigns.
It is not allowed to send messages to contacts without their explicit permission. This consent can be obtained through a contact form or subscription, such as signing up for a newsletter. Contacts must agree to the terms to be approached via WhatsApp.
Campaigns do not connect to the CRM system of Engage. It will not be linked to the CRM system in Engage.
If someone clicks on a button, you will see the response of the button in Webcare. Watch the following video to see how it looks!
Channels
Via Channels, you can manage your own channels, which are linked WhatsApp accounts. In each channel, you can consult the teams and opening hours. Unfortunately, you cannot use automatic replies; this function cannot be activated. However, this can be done with the Rules module; see it here. You can adjust the opening hours by clicking on Edit.
Insights
Via Insights, you can consult various statistics, including Agents, Campaigns, Durations, Labels, Volumes, and WhatsApp charges. Use filters to filter based on a daily, weekly, monthly, quarterly, or yearly basis. Unfortunately, it is not possible to export this data to an Excel file.