WhatsApp, email and Instagram marketing campaigns

Marketing campaigns

Support conversations already capture who your customers are. Marketing turns those contacts into outbound campaigns over WhatsApp, email or Instagram — and because replies come back into the same inbox as everything else, a campaign that starts a conversation simply becomes a conversation.

Prerequisites

• The Marketing feature grant. Marketing is a named permission rather than a role, so an owner or admin enables it per team member under Team → edit member → Feature access. Owners always have it.
• A connected channel to send from — a WhatsApp number, a verified sending domain for email, or an Instagram account. See WhatsApp, Email support or Instagram.

Contacts and lists

Contacts are collected from your conversations, forms and channel identities, and can be added by hand as well. Each holds the identifiers the channels need — a phone number for WhatsApp, an email address for email — plus tags and its own unsubscribe state.

1. Open Marketing → Contacts to review who you have.
2. Under Lists, group contacts into an audience — either a fixed list you add people to, or a segment defined by rules that keeps itself current.

Building a campaign

A campaign is always single-channel: it sends over WhatsApp, or email, or Instagram — never all three at once. That is deliberate, because the content, the consent rules and the limits are genuinely different per channel, and one message written for all three is a bad message everywhere.

1. Go to Marketing → Campaigns → New campaign and pick the channel and the account to send from.
2. Choose the audience — a list or segment for WhatsApp and email.
3. Add the steps. A campaign can be a single message or a sequence, with a delay between each step, so a follow-up goes only to people who haven't replied.
4. For WhatsApp, each step uses an approved template — outbound marketing falls outside the 24-hour window by definition. For email, write the subject and body.
5. Activate it. Sends go through a throttled queue rather than all at once, which protects your sender reputation and keeps you inside each channel's rate limits.

Instagram campaigns work differently

Instagram does not allow messaging a subscriber list. An Instagram campaign is instead an announcement to the open 24-hour window — the people who have messaged you recently and can still legitimately be replied to. It is re-engagement of an active audience rather than a broadcast, which is what Meta's policy permits.

Replies, unsubscribes and monitoring

• Replies to a campaign arrive in Conversations like any other message, with the AI answering unless you have handed off.
• Unsubscribes are per contact and honoured automatically — every marketing email carries an unsubscribe link, and an opted-out contact is skipped by future campaigns.
• The sending queue under Marketing → Queue shows what is waiting, what has gone out and what failed, so a stalled campaign is visible rather than silent.

Where to click, start to finish

Team → grant Marketing to whoever needs it → Marketing (sidebar) → Contacts → Lists → build a list or segment → Campaigns → New campaign → pick channel and sending account → choose the audience → add steps and delays → Activate → watch Queue, answer replies in Conversations.