Choose who receives a campaign

The right audience matters more than the right words. A focused campaign to customers who care gets replies; a campaign to everyone gets blocked. In Launch Campaign, the Audience section gives you two ways to choose who receives the message.

By Groups

Choose By Groups, then tick one or more groups. Each group shows how many members it has. You can search the list by name.

• You can select several groups. A customer who belongs to more than one of them receives the message only once.
• Empty groups cannot be selected.
• Groups come from CRM > Groups. A Static Group holds the customers you added to it. A Smart Group fills itself from conditions you set, such as a tag or when the customer was last active. See Organize customers with tags and groups.

Tip

You cannot pick a tag directly as an audience. To send to everyone with a tag, create a smart group from it: in CRM > Tags, use Create Smart Group from tag. A smart group updates on its own right before every campaign, so it includes your newest matching contacts.

By Customers

Choose By Customers to pick people one by one. Search by name or phone number and tick the customers you want. The selected customers appear above the list, and you can remove one with its x.

Import a list from a file

1. Click Import and choose a CSV or Excel file. The first row should hold column titles, with one column for the phone number (titled, for example, “phone” or “mobile”) and, optionally, one for the name.

2. The Import Results window shows how many numbers are new and how many are existing contacts. Existing customers are selected for you.

3. To include the new numbers, enter a group name under Create a group from imported customers and click Create & Select. tkana saves the new numbers as customers, creates the group, and selects it as the audience. Invalid phone numbers are skipped.

4. Click Skip if you only want the customers who already exist.

Check who is eligible

As soon as you choose a template and an audience, tkana checks every customer and shows three counts:

• Selected: everyone in the groups or list you chose.
• Eligible: the customers who will receive the message.
• Excluded: customers who will not, because they opted out of marketing messages. Click View excluded contacts to see who they are.

If no one is eligible, the campaign cannot be sent, but you can still save it as a draft. Consent is checked again at the moment of sending, so the numbers can change a little before a scheduled campaign goes out.

TODOScreenshot coming soonMarketing > Campaigns > Launch Campaign: audience By Groups with two groups ticked and the Selected / Eligible / Excluded counts with View excluded contacts

Who cannot receive a campaign

• Customers who opted out of marketing messages, when the template is in the Marketing category. See How customers opt out of marketing messages.
• Customers without a WhatsApp number, such as anonymous chat widget visitors and customers who only reached you on Telegram.
• The same number twice. Duplicates are sent only once.

Reuse an audience

After a campaign is sent, open its Details and click Create Group to save recipients as a group for a follow-up. The group gets the recipients currently shown in the list, and the window tells you how many members will be added before you click Create. Filter the list first, for example to Read, to keep only the customers who read the message.

Related

• Send a WhatsApp campaign
• Import and export contacts