Audiences
An audience defines who can receive a campaign. When you create an audience, you choose its base:
- Leads, or
- Contacts.
This choice cannot change after the audience is saved. A single audience never mixes Leads and Contacts.
Within the chosen base, the audience can start from:
- The whole base, narrowed down by filters (for example, job title, city, or a custom field), or
- A completed import, using only the people in that batch. Extra filters only narrow down that batch.
When an import finishes, its history offers Save as audience and Create campaign, so you can use the batch you just imported.
You can also combine two saved audiences from the same base, by joining, intersecting, or excluding people.
Campaigns
The campaign builder guides you through steps: objective, audience, template, message, conversation, review, and run. WhatsApp is the channel currently available.
In the review, the CRM works out who will receive the message and shows a sample of the recipients. Each name has the ↗ arrow to open the Lead or Contact record.
Running a campaign does not convert Leads into Contacts.
Each approval produces a single run. Once the campaign has a run, the builder no longer offers Recalculate, Approve or Create run: to send again to the same audience, duplicate the campaign and review the copy. Changing the campaign (audience, template or message) creates a new version, which requires a new review.
Consent and who is left out
Not everyone in the audience receives the message. In the review, the CRM shows how many people were left out and why. The most common reasons are:
- No WhatsApp opt-in: the person has not agreed to receive messages on this channel.
- Declined to receive messages: the person asked not to receive messages (opt-out).
- Unknown consent: the person has not yet authorized messages on this channel, or another record (Lead or Contact) with the same phone or email has no consent recorded. In that case, record consent on both records.
- Missing phone: the record has no number to send to.
- Duplicate phone: the same number appears more than once in the audience and is counted only once.
- Contacted recently: marketing campaigns respect a minimum interval between contacts.
- Missing required variable: the message needs a detail that is missing, such as the name.
Consent is checked again before every send, not just during the review. If a person asks to stop receiving messages, that request applies to both the Lead and the Contact that share the same phone number or email. Switching the audience base does not make that person receive messages again.
The rule is conservative: if another record with the same phone or email has a refusal or unknown consent, the person is left out until consent is recorded on both records, even if the record you are looking at shows "Authorized".
On the Lead or Contact record, each channel can be Authorized, Refused or Unknown. A refusal is not erased with one click: once a channel is Refused, the Unknown option is unavailable. To send again, record a new authorization (Authorized); on a Contact, the CRM asks you to confirm that the person authorized it.
Current limitations
- Test sends are not available yet. Review the message preview carefully before running the campaign.
- WhatsApp is the only active campaign channel for now.
- Some Contact features, such as custom fields, imports, and campaigns, may not appear in every instance. If an option described here is not available to you, contact support.