Campaigns let you reach customers first, instead of waiting for them to message you. ChatFlow Campaigns are **automated WhatsApp reminders** timed to a date you already hold, such as a policy renewal, subscription end, or appointment. You import a list of customers with their renewal or expiry dates, schedule which days to remind them, and ChatFlow sends the right message on the right day. Then you track who was contacted, who replied, and who acted. Campaigns send over WhatsApp, so you need a connected WhatsApp Business account first. There is no email or SMS campaign type. Messages are sent **automatically on a schedule** (there is no manual "send now" button): once a campaign is active, ChatFlow sends each customer their reminder when their renewal or expiry date is the configured number of days away. ## Who can use Campaigns Campaigns is gated by both **role** and **plan**. | Requirement | Detail | | --- | --- | | Role | **Account Manager, Supervisor, Admin, or Owner.** Agents and Support Agents do not see Campaigns. | | Plan | Included on **Enterprise**, and available to **everyone during the 30-day trial**. On other plans it is enabled per organization by an admin. If you do not see it, check your plan on [Manage Your Subscription](/docs/how-to/settings/manage-subscription). | | Channel | A connected **WhatsApp Business** account. See [Connect WhatsApp](/docs/how-to/bots-agents/chatbots/connect-whatsapp). | ## The Campaigns workspace Select **Campaigns** in the sidebar (under **BOTS & AGENTS**). The workspace has five tabs: | Tab | What it does | | --- | --- | | **Dashboard** | Connect a WhatsApp number, see campaign stats, and track every customer's status. | | **Import** | Add customers from a CSV file or your own REST API. | | **Campaign** | Build the reminder schedule: send time, which days to remind, and the template per day. | | **Templates** | Write the reminder messages and their variables. | | **Webhook** | Forward campaign events (sent, delivered, replied) to your own systems. | The rest of this guide walks the tabs in the order you would use them. ## Step 1: Connect a WhatsApp number Open the **Dashboard** tab and select **Connect WhatsApp Business**, or **Select Connection** if you already have a number. You can use a connection that is **dedicated to campaigns**, or **share an existing chatbot's** WhatsApp number. Once connected, the Dashboard shows the number, its Business Account ID, the WhatsApp **quality rating** (GREEN, YELLOW, or RED), and the account mode (LIVE or SANDBOX). The Campaigns Dashboard tab showing a connected WhatsApp Business number with a GREEN quality rating, plus the campaign stat cards

The Campaigns Dashboard tab showing a connected WhatsApp Business number with a GREEN quality rating, plus the campaign stat cards

A GREEN rating means WhatsApp considers the number healthy. If it drops to YELLOW or RED, delivery can be throttled. Keep messages relevant and always include an opt-out line (see Step 3). ## Step 2: Import your customers Open the **Import** tab. There are two ways to add customers. - **Upload CSV**: choose a `.csv` file. ChatFlow recognises flexible column names. The phone number is required; name, reference or policy number, and the renewal or expiry date are recommended. - **API Endpoint**: pull customers from your own REST API by entering its URL (and an optional API key). The expected JSON shape is shown on the tab. The Import tab showing CSV upload with the recognised columns on the left, and the REST API import option with its expected JSON format on the right

The Import tab showing CSV upload with the recognised columns on the left, and the REST API import option with its expected JSON format on the right

| CSV column | Accepted headers | Required | | --- | --- | --- | | Phone number | `phone`, `mobile`, `whatsapp` | Yes | | Customer name | `name`, `first name`, `last name` | Recommended | | Reference | `policy number`, `policy`, `reference id` | Optional | | Expiry date | `renewal date`, `expiry date`, `due date` | Recommended for reminders | Imported customers appear in **Customer Status Tracking** on the Dashboard, each starting as **Pending**. The Import tab also keeps a short history of your recent imports with their record counts. The expiry date is what the schedule counts back from. Without it, a customer cannot be matched to a reminder day, so they will not receive a scheduled message. ## Step 3: Write your message templates Open the **Templates** tab and select **New** to write a reminder. Each template has a name and a message body. Insert variables with double braces, for example `{{firstName}}`, `{{referenceId}}`, `{{expiryDate}}`, `{{daysRemaining}}`, and `{{renewalLink}}`. ChatFlow fills these in per customer when the message is sent. The Templates tab with several saved reminder templates on the left and the template editor on the right, showing the opt-out requirement and detected variables

The Templates tab with several saved reminder templates on the left and the template editor on the right, showing the opt-out requirement and detected variables

ChatFlow requires your message to include opt-out instructions, such as "Reply STOP to opt out". You will see a warning until you add one. This keeps you compliant and protects your number's quality rating. The templates you write here are **ChatFlow message templates**. WhatsApp also has its own **approved templates** that Meta must review before you can message someone outside the 24-hour window. You sync those from Meta with **Sync Templates** on the Dashboard tab. The "Meta Approved Templates" section shows what has synced. ## Step 4: Build the reminder schedule Open the **Campaign** tab and select **New**, or pick an existing campaign to edit. This is where a campaign becomes a schedule rather than a one-off blast. The Campaign tab showing the campaign list and the editor, with a daily send time, timezone, the reminder schedule chips (30, 14, 7, 1 days selected), and a template assigned per reminder day

The Campaign tab showing the campaign list and the editor, with a daily send time, timezone, the reminder schedule chips (30, 14, 7, 1 days selected), and a template assigned per reminder day

Give it a clear name, like "Policy Renewal Reminders", and an optional description. **Daily Send Time** is the time each day that ChatFlow sends due reminders. **Timezone** makes sure that time means the same thing for you and your customers. Under **Reminder Schedule (days before expiry)**, turn on the points where you want a message to go out, for example 30, 14, 7, and 1 days before the date. Add a custom number of days if you need one. Under **Message Templates per Reminder Day**, pick which template sends on each day you selected. You can use a softer note at 30 days and a firmer "expires tomorrow" message at 1 day. Set the campaign status to **Active**. ChatFlow then sends automatically: at your daily send time, any customer whose expiry date is one of your reminder days away gets that day's template. Use **Pause** to stop sending without deleting the campaign. There is no "send now" button. A background scheduler runs at your daily send time, finds customers whose renewal or expiry date matches one of your reminder days, sends them the template for that day, and updates their status. A customer is messaged once per reminder day, not repeatedly. ## Step 5: Track results Back on the **Dashboard**, the stat cards summarise the whole campaign, and **Customer Status Tracking** lists every customer. Use the search box and the status filters to narrow the list. The Customer Status Tracking table listing customers with their reference, expiry date, days until expiry, last contact, and a status badge

The Customer Status Tracking table listing customers with their reference, expiry date, days until expiry, last contact, and a status badge

Each customer moves through these states: | Status | Meaning | | --- | --- | | **Pending** | Imported but not yet contacted. | | **Contacted** | A reminder has been sent. | | **Responded** | The customer replied to a reminder. | | **Completed** | The customer took the action you wanted (for example, renewed). | | **Opted Out** | The customer unsubscribed. | You may also see **Failed** on a customer whose message could not be delivered, for example an invalid number. Replies also appear in [Conversations](/docs/how-to/overview/view-conversations), so an agent can pick up the thread. ## Opt-outs and re-opt-ins Customers control their own consent over WhatsApp: - Replying **STOP**, **UNSUBSCRIBE**, **OPT OUT**, **CANCEL**, or **REMOVE** opts them out. They move to **Opted Out** and receive no further messages. - Replying **START** opts them back in. This is automatic, which is why every template must carry an opt-out line. ## Forward events to your own systems (Webhook) The **Webhook** tab posts campaign events to a URL you control, which is useful for syncing replies or status changes into a CRM. The Webhook tab showing the outbound webhook URL, secret, event checkboxes, and the advanced retry settings

The Webhook tab showing the outbound webhook URL, secret, event checkboxes, and the advanced retry settings

- **Webhook URL** and a **secret** sent in the `X-Webhook-Secret` header so you can verify the call. - **Events to send**: message sent, delivered, read, and customer responded, completed, or opted out. - **Advanced Settings**: turn the webhook on or off, set max retries and retry delay. Deliveries are queued and retried with backoff, and events older than 24 hours are dropped. ## Verify it's working 1. On the **Dashboard**, confirm your WhatsApp number shows as **Connected**. 2. Confirm imported customers appear under **Customer Status Tracking** as **Pending**. 3. Confirm your campaign is **Active** with at least one reminder day and a template assigned to it. 4. After a send, watch **Contacted** rise, and replies land under **Responded** and in [Conversations](/docs/how-to/overview/view-conversations). ## Troubleshooting ### I cannot see the Campaigns page Campaigns needs an **Account Manager** role or higher, and a plan that includes it (Enterprise, or any plan during the trial). Check your [subscription](/docs/how-to/settings/manage-subscription) or ask an Owner to enable it. ### I cannot connect or send You need a connected WhatsApp Business account. On the **Dashboard** tab, use **Connect WhatsApp Business** (or **Select Connection**) first. ### Customers are not being contacted Confirm three things: the campaign is **Active**, each customer has a valid **expiry date**, and that date lines up with one of your **reminder days**. A customer with no expiry date, or whose date is not a reminder day away, is not scheduled. ### Messages are not delivered Check that phone numbers are valid and include country codes, that the number's **quality rating** is healthy, and that your **template includes an opt-out line**. For messages outside the 24-hour window, WhatsApp requires a Meta-approved template, synced with **Sync Templates** on the Dashboard.

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