WhatsApp campaigns and follow-ups

WhatsApp campaigns

With WhatsApp campaigns enabled for your workspace, WhatsApp → Campaigns → Create campaign messages a list with an approved template. Replies go to the WhatsApp agent answering the number.

1. Details - the number to send from (Send from lists every live number, with the agent that answers its replies and which one is your default; you can change it until the campaign is launched), the template (shown with its category; marketing templates are tagged Needs opt-in), the dates and daily send window (your workspace time zone), and the pace. Recommended: 60 messages per minute for a new number - slower protects your quality rating. No approved templates yet? The step links straight to creating one.

2. Audience - upload a CSV or pick contacts (or both).

   • Download a sample CSV for the right columns: phone, name, whatsapp_opt_in (yes / true / 1 / y records the person’s opt-in) and one column per template value.
   • Choose the country for numbers written without a country code.
   • If the list already has people (an earlier CSV or picked contacts), an upload adds to it; choose Replace the list to start over.
   • The phone column is never guessed from an opt-in column; check both before uploading.

3. Message - fill each template value from a list column, a contact field or fixed text, with a live preview of the first row. Each value shows the template words around it. Columns from the sample CSV (value_1, value_2) are filled in for you, and Continue names any value still empty.

4. Review - the pre-flight check:

   • how many people will receive it, and why the others won’t (invalid numbers, duplicates, opted out, no opt-in, missing values, and No phone number - the contact only has a WhatsApp username, and campaigns send to numbers);
   • your messaging limit and how many days the list needs, and the sending time at your pace;
   • Meta’s estimated charges (billed by Meta to your WhatsApp account), and oyehello’s charge - only for people who reply and chat with your AI agent, from your wallet;
   • warnings (India’s marketing frequency cap, low quality, a number no agent answers) and problems that block the launch (template not approved, number disconnected, a low quality rating you haven’t confirmed).

   If the check can’t run, it says why with Try again.

Once launched it sends on its own, from its own number, re-checking each person as their message goes out, and never messages anyone twice. It pauses itself - with the reason in plain words on its page and in its activity log - when WhatsApp limits your number for spam reports, the template stops being approved or WhatsApp no longer accepts it as it is (for example a language was deleted in WhatsApp Manager), the same error stops every message (for example a broken header link), a quality rating drops to low, too many recent messages fail, the sending number was stopped, or the WhatsApp account has a problem (connection expired, payment method). People not reached because of such a problem are not marked failed: fix it and press Resume (from the campaign’s page, which asks for any confirmation needed) and they are sent.

When WhatsApp says you are sending too fast, the campaign waits and tries again a little later (longer each time) without using up anyone’s attempts.

While a campaign is sending or paused, its template can’t be edited (the values for the rest of the list were prepared for it). Wait until the campaign finishes, or duplicate the template and edit the copy.

The campaign page shows the funnel (sent, delivered, read, replied, converted, failed, skipped - with reasons), every recipient with their status and reason, the campaign’s outcome board and its activity log. Each finished conversation lands on the campaign’s board; converted counts the cards in its won column.

Follow-ups after a conversation

An outcome-board column’s Send a WhatsApp template action (a column’s Column actions) goes from the number the conversation was on (your default number for calls), and can wait before sending: immediately, 1 hour up to 7 days, or a custom number of hours. While it waits, it’s cancelled if the customer replies on WhatsApp or the card moves to another column (both on by default). The campaign’s Automations tab spells this out, for example Send the “follow_up” WhatsApp template 2 h later, unless they reply or the card moves. It’s never sent to someone who opted out meanwhile, or with a template that’s no longer approved - the action log says why.

A WhatsApp agent’s own board is on the agent’s Board tab; these actions are its post-chat follow-ups and run on the outcome the chat was sorted into.

Notify your team on WhatsApp

Add Notify team on WhatsApp to a board column. When a call, or a WhatsApp chat once it ends, lands in that column, an approved utility template goes to a team number you enter in international format (+919812345678). It never goes to the customer.

Each template value can be filled from the customer’s name, phone or email, a value extracted after the conversation, or the outcome (the column’s name, or whether it was a call or a chat). For example “New lead {{1}} ({{2}}) - {{3}}” can be filled with the customer’s name, their phone and the column.

The team number is only an address: it’s never added to your contacts, campaigns or opt-in records, and messages your team sends from it never start an AI reply. At most 60 team alerts an hour are sent per workspace; past that they wait for the hour to free up.

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