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User manual

Marketing Automation

WhatsApp and SMS campaigns reach the right group of your customers at the time you choose, and show what was delivered, read and answered, instead of one blast to everyone.

WhatsApp and SMS campaigns to your customers from your own systems, with groups like 'we miss you', scheduled sending, and results showing what was delivered, read and answered.

14 tasks 1 FAQs

What the system does

  • An audience from your own customers
  • 'We miss you' campaigns
  • Personal messages by name
  • Send now or scheduled
  • An automatic do-not-send list
  • Results for every campaign

Tasks

How do I create a new marketing campaign via WhatsApp or SMS?

  1. Navigate to the Marketing campaigns list.
  2. Click the Create New Campaign button to open the setup modal.
  3. Enter the campaign name (e.g., Weekend Special 20%), specify the target audience and customer sources, and compose the message text or select an approved WhatsApp template.
  4. Click Save Campaign as Draft.
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Marketing › Campaigns
Permission needed
Marketing campaigns / Manage

How do I choose the target audience for the campaign from different company systems?

  1. In the campaign setup modal under Marketing campaigns.
  2. Select desired customer sources (CRM contacts, booking clients, gym members, POS retail customers, eCommerce shoppers).
  3. The system automatically deduplicates phone numbers and excludes any numbers on the do-not-send suppression list.
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Marketing › Campaigns
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Marketing campaigns / Manage

How do I launch a win-back campaign for lapsed customers ("We Miss You")?

  1. On the campaign configuration screen under Marketing campaigns.
  2. Check the Only people we haven't seen for option and enter the number of days (e.g., 60 days).
  3. The system filters for clients who haven't logged any visit, booking, or invoice within that timeframe to target them with a custom incentive.
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Marketing › Campaigns
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Marketing campaigns / Manage

How do I personalize the message body to display each customer's name automatically?

  1. In the Message text field on the campaign page under Marketing campaigns.
  2. Type the {name} merge tag within the text context (e.g., "Hello {name}, we are pleased to offer you a special discount...").
  3. The system replaces the variable with the customer's actual first name before dispatching each message to boost engagement.
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Marketing › Campaigns
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Marketing campaigns / Manage

How do I use a Meta-approved WhatsApp template for official campaigns?

  1. On the campaign setup page under Marketing campaigns.
  2. Enter the registered template name in the Approved WhatsApp template name field.
  3. Map the template variables in order; this guarantees delivery via the official WhatsApp Business API outside the 24-hour customer care window without risk of number bans.
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Marketing › Campaigns
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Marketing campaigns / Manage

How do I schedule a marketing campaign to launch automatically at a later time?

  1. On the campaign page under Marketing campaigns.
  2. In the Send time field, select the target date and time (e.g., Thursday at 06:00 PM).
  3. Click Schedule Campaign; its status updates to "Scheduled" and the system broadcasts it automatically at the designated minute.
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Marketing › Campaigns
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Marketing campaigns / Manage

How do I launch the marketing campaign immediately?

  1. In the Marketing campaigns table, select the prepared campaign.
  2. Click the Launch campaign button.
  3. A confirmation modal appears displaying total eligible recipient count; click Confirm Launch to begin safe rate-limited batch delivery per minute.
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Marketing › Campaigns
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Marketing campaigns / Launch campaigns

How do I pause or cancel a marketing campaign while sending is underway?

  1. In the Marketing campaigns table, locate the campaign with status "Sending".
  2. Click the actions button and choose Stop campaign.
  3. The system halts dispatching remaining message batches immediately and marks pending recipients as cancelled.
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Marketing › Campaigns
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Marketing campaigns / Manage

How do I track campaign results and metrics after broadcast completes?

  1. In the Marketing campaigns list, click on the finished campaign.
  2. Review the Results and Statistics section: total recipients, successfully sent messages, failed messages, delivered messages, read receipts, and reply rate.
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Marketing › Campaigns
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Marketing campaigns / View

How does the system automatically handle customer opt-out requests?

  • When a customer replies with "STOP" or "إيقاف" to a WhatsApp message, the system automatically enrolls them into the do-not-send suppression list, dispatches an instant opt-out confirmation, and completely excludes them from all future marketing campaigns.
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Marketing › Do-not-send List
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Marketing campaigns / View

How do I view blocked phone numbers on the do-not-send list?

  1. Navigate to the Do-not-send list menu.
  2. Browse phone numbers, opt-out date, and origin (whether unsubscribed via automated customer reply or manual staff entry).
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Marketing › Do-not-send List
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Marketing campaigns / View

How do I manually add a phone number to the do-not-send list upon customer request?

  1. In the Do-not-send list screen.
  2. Click the Add Suppressed Number button to open the entry modal.
  3. Enter the customer's mobile number with country code and state the reason; the system guarantees suppression across all active and future campaigns.
  4. Click Save.
Screen
Marketing › Do-not-send List
Permission needed
Marketing campaigns / Manage

How do I remove a number from the do-not-send list if a customer wishes to re-subscribe?

  1. In the Do-not-send list table, search for the customer's phone number.
  2. Click the actions button and choose Remove from List / Reactivate.
  3. Confirm the action to restore eligibility for future marketing broadcasts.
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Marketing › Do-not-send List
Permission needed
Marketing campaigns / Manage

How do I view the list of past marketing campaigns and their statuses?

  1. Open the Marketing campaigns list.
  2. Review historical campaigns categorized by status: Draft, Scheduled, Sending, Sent, or Cancelled, alongside recipient counts for each send.
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Marketing › Campaigns
Permission needed
Marketing campaigns / View

Frequently asked questions

Why aren't marketing campaign messages delivered to some registered phone numbers?
  • Messages may fail for several reasons: the phone number is not registered on WhatsApp, the number is on the do-not-send suppression list, the connected WhatsApp/SMS gateway channel is disconnected, or an attempt was made to send promotional content outside the 24-hour service window without a Meta-approved template.
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Marketing › Campaigns
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Marketing campaigns / View

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