Tag and segment customers, then send a targeted campaign

Stop blasting everyone with the same message. Send the right offer to the people who asked for it.

Good for

• Every business with repeat customers
• Launches and seasonal offers
• Lead nurturing

The situation

Your conversations already tell you who is interested in what: this customer asked about teeth whitening, that one is a hot lead who went quiet, another escalated a complaint last month. If those signals are captured as tags, you can reach exactly the right people later, and leave the others alone. Focused campaigns get replies; campaigns to everyone get blocked.

How it works

tkanaTags customers through skills, such as lead stage or escalation

Your teamAdds its own tags, or imports tagged lists

Your teamTurns a tag into a smart group

Your teamSends that group an approved template

tkanaAnswers the replies and books or qualifies

From conversation to targeted campaign

What the conversation looks like

(Campaign to the “interested-whitening” group: “Hello Ahmed, you asked us about teeth whitening. This month we have new evening slots. Reply to book.”)

Customer: Yes, what evening times do you have?

Agent: This week I have Monday at 7 pm or Wednesday at 8 pm for teeth whitening. Which suits you?

What you switch on

1. Decide on a few meaningful tags, such as the service a customer asked about, their city, or “VIP”. Create them in CRM > Tags. See Organize customers with tags and groups.
2. Let skills tag for you. Lead Qualification tags leads by stage, and Escalation tags escalated customers.
3. Tag from your own systems if you have them: your developer can update customer tags through the API, for example after reading a conversation summary. See Connect your systems with the tkana API.
4. Keep extra details in custom fields, such as a membership number or preferred branch, and use them in your campaign text. See Add custom fields to your customer records.
5. Build smart groups in CRM > Groups, or use Create Smart Group from tag in CRM > Tags. A smart group updates on its own right before every campaign, so it includes the newest contacts.
6. Send the campaign to one or more groups. See Choose who receives a campaign and Send a WhatsApp campaign.

What your team sees

• Tags on every contact in CRM, with filters to find, for example, every nurture lead in Riyadh.
• Selected, Eligible, and Excluded counts before you send, so you know who will actually receive it.
• Delivery, read, and reply results after sending, and Create Group to save the readers for a follow-up.

Tips and limits

• You cannot pick a tag directly as a campaign audience. Create a smart group from the tag first.
• When your system sends a customer’s tags through the API, the list it sends replaces all existing tags. Read the current tags first and send the full list.
• Contacts without a WhatsApp number, such as anonymous website visitors or Telegram-only contacts, cannot receive campaigns.
• Meta bills template messages directly to the payment method on your Meta account, not from your tkana credits.

Tip

Tags also control your agent: add a tag to Excluded customers and the agent stops replying to anyone who has it, which is useful for suppliers or staff. See Stop automatic replies for some customers.