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# 9.Campaigns

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Ellen . Lee

Last updated on Sep 27, 2026

Campaigns

| Item | Details |

|—|—|

| Who it is for | Administrators |

| Menu location | Left sidebar Campaigns |

| Plan dependency | Requires Campaigns. Send volume counts toward monthly campaign_sends |

Campaigns are for reaching out to customers: proactive website prompts, or one-off SMS / WhatsApp blasts. They are not agent-to-agent replies in the conversation workspace.

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1. Three campaign types

| Type | Menu | Reach | Typical use |

|—|—|—|—|

| Live chat | Campaigns → Live chat | Website widget pops up by URL / time rules | “Need help?” into a conversation |

| SMS | Campaigns → SMS | One-off list send | Campaign notices (needs an SMS channel) |

| WhatsApp | Campaigns → WhatsApp | One-off template messages | Service notices, remarketing (needs WhatsApp and approved templates) |

Live chat is an ongoing rule; SMS / WhatsApp are one-off broadcasts.

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2. Live chat campaigns

  1. Choose an existing website inbox.

  2. Set triggers: for example URL contains /pricing, dwell time over N seconds, business hours only (per form fields).

  3. Write bubble copy and buttons.

  4. Enable. Matching visitors see the proactive message; opening it creates a conversation in the workspace.

Notes:

– Do not pop on every page — poor experience and agent load.

– With Captain also on, proactive chats may be handled by the assistant first (if the conversation stays Pending).

– After edits, test in a private window and not from your office IP if you exclude internal traffic.

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3. One-off SMS / WhatsApp campaigns

  1. Confirm the matching inbox is connected and the sending account is healthy.

  2. WhatsApp must use an approved template, with all variables filled. See Canned responses and templates.

  3. Choose audience: contact filters, labels, segments, etc. (as shown).

  4. Preview count and copy.

  5. Send. Success and failure appear in campaign detail; send count uses this month’s campaign quota.

Follow local anti-spam law and channel policy (WhatsApp forbids unapproved marketing templates). Handle opt-out per channel rules.

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4. Quota

When monthly campaign_sends is exhausted you cannot broadcast again. Whether live-chat pops count as a “send” follows the billing page; check Billing and usage before sending.

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5. Frequently asked questions

No Campaigns menu? Plan does not include it.

WhatsApp will not send? Template not approved, missing parameters, or number quality limited. Test the template in a single conversation first.

Website campaign does not pop? Widget script not updated, URL rule too strict, rare third-party cookie blocking, or you tested a back-office preview instead of the customer site.

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Related articles

– Channels and inboxes

– Contacts

– Canned responses and templates