Campaigns

Campaigns let you start the conversation: greet website visitors at the right moment, or send one message to a group of contacts over SMS or WhatsApp.

EngageOne has three kinds of campaign. Find them all under Campaigns in the left sidebar.

Campaign	Channel	How it is sent
Live chat	Website live chat	Ongoing. Shows to each visitor who matches the URL and time on page.
SMS	SMS inboxes, including Twilio SMS	One off. Sent once to an audience at a scheduled time.
WhatsApp	WhatsApp Cloud inboxes	One off. Sends an approved template to an audience at a scheduled time.

Live chat campaigns

A live chat campaign pops up a message in your website widget when a visitor is on a certain page for a certain time.

Go to Campaigns → Live chat.
Click Create campaign.
Fill in the form:

Field	What to enter
Title	A name your team will recognise. Visitors don't see it.
Message	The text the visitor sees.
Select Inbox	The website inbox whose widget shows the campaign.
Sent by	The agent the message appears to come from, or Bot.
URL	The page the campaign runs on, starting with `http://` or `https://`.
Time on page(Seconds)	How long the visitor must stay on the page before the message shows.

Under Other preferences:
- Keep Enable campaign ticked to make it live.
- Tick Trigger only during business hours to show it only while the inbox is open.
Click Create.

Match more than one page

The URL field accepts * as a wildcard. For example:

https://www.example.com/pricing
https://www.example.com/products/*

The first matches only the pricing page. The second matches every page under /products/.

What happens when a visitor replies

The campaign message starts a new conversation when the visitor replies. If Sent by is an agent, the conversation goes to the inbox as usual. If it is Bot and the inbox has an agent bot, the bot handles the conversation first.

Tip: To pause a live chat campaign without deleting it, click the edit button on its card and untick Enable campaign. The card then shows Disabled.

SMS campaigns

An SMS campaign sends one text message to every contact with the labels you choose.

Go to Campaigns → SMS.
Click Create campaign.
Enter a Title and the Message.
In Select Inbox, choose an SMS inbox.
In Audience, choose one or more contact labels. Contacts with any of these labels receive the message.
Set the Scheduled time.
Click Create.

Contacts without a phone number are skipped.

Personalise the message

Add contact details to the message with variables in double curly brackets:

Hi {{contact.first_name}}, your appointment at {{account.name}} is confirmed for tomorrow.

Variable	Inserts
`{{contact.name}}`	The contact's full name
`{{contact.first_name}}` / `{{contact.last_name}}`	First or last name
`{{contact.email}}` / `{{contact.phone_number}}`	Email or phone number
`{{inbox.name}}`	The inbox name
`{{account.name}}`	Your account name

WhatsApp campaigns

A WhatsApp campaign sends an approved message template to every contact with the labels you choose. WhatsApp campaigns are available if they are turned on for your account, and they work with WhatsApp Cloud inboxes.

Go to Campaigns → WhatsApp.
Click Create campaign.
Enter a Title.
In Select Inbox, choose your WhatsApp inbox.
In WhatsApp Template, pick an approved template. A preview shows its Language and Category.
Fill in each value under Variables. You can type a fixed value or click Insert customer field to add a detail such as Customer first name, so each customer sees their own details.
In Audience, choose one or more contact labels.
Set the Scheduled time.
Click Create.

Fallback values

When you insert a customer field, you can set If … is empty, use: with a fallback, for example "there" in "Hi there". If you leave the fallback empty, contacts who don't have that detail are skipped, so nobody gets a message with a blank in it.

Campaign analytics

Once a WhatsApp campaign starts sending, click View analytics on its card to see:

Metric	Meaning
Audience	Contacts included in the campaign
Submitted to WhatsApp	Messages WhatsApp accepted for delivery
Delivered	Messages that reached the contact's device, including read ones
Read	Messages the contact opened
Failed	Messages WhatsApp couldn't deliver
Skipped	Contacts skipped before sending, usually for a missing or invalid phone number

The Deliveries table lists every contact with their status and, for failures, the reason.

Important: Only send marketing templates to contacts who agreed to hear from you. WhatsApp can limit or block numbers that get many complaints.

Campaign status

SMS and WhatsApp campaigns show Scheduled until their time, Processing while sending, and Completed when done. SMS and WhatsApp campaigns can't be edited once created. Use the delete button on a card to remove a campaign. To send again, create a new campaign.