Run WhatsApp and Message Campaigns

Delivery isn't the win — the reply is. The teams that get results from WhatsApp and message campaigns are the ones that watch replies as they land, route each one to an owner who can act fast, and turn customer responses into tasks, site visits, and deals in the CRM. This page is the playbook for doing exactly that.

Entry pointGrowth → Campaigns

Before You Launch a Campaign

Check	Why it matters
Audience	The list should match the campaign purpose and consent rules.
Template	WhatsApp and SMS content may need approval before use.
Variables	Missing names, project values, or dates can create poor customer messages.
Owner routing	Replies should go to a user, team, or queue that can act quickly.
Follow-up task	Teams should know what to do after a customer replies.
Reporting	Managers should know which report will be used to judge the campaign.

Campaign Workflow

1. Choose the customer segment or CRM list.
2. Select the correct channel and sender.
3. Choose an approved template.
4. Review variables and sample message previews.
5. Confirm campaign timing.
6. Launch or schedule the campaign.
7. Monitor delivery and replies.
8. Assign conversations to the right users.
9. Create follow-up tasks for interested customers.
10. Review campaign reports.

Good Campaign Examples

Campaign	Good next action
Site visit reminder	Confirm visit time and route interested customers to the field team.
New project announcement	Capture interest, preferred configuration, and budget.
Document reminder	Ask the customer to share the missing document or schedule a callback.
Reactivation campaign	Identify customers still interested and mark uninterested leads clearly.

Handling Replies

Campaign replies should be managed from the inbox.

1. Open the inbox after the campaign starts.
2. Filter by WhatsApp or the relevant channel.
3. Prioritize conversations with positive intent.
4. Assign owners where needed.
5. Reply using templates or direct replies depending on the channel rules.
6. Update the CRM record.
7. Create follow-up tasks for callbacks, meetings, visits, or deal updates.

Avoid These Mistakes

• Sending campaigns without an owner to handle replies.
• Using old templates that reference expired offers.
• Blasting unclean contact lists.
• Ignoring replies because the campaign dashboard only shows delivery.
• Running the same message across all segments without checking relevance.
• Changing templates without reviewing reports after launch.

Reporting After a Campaign

Use reports to review:

• Messages sent and received.
• New and active conversations.
• Agent activity.
• Reply volume by day.
• Campaign-linked conversation performance.
• Leads that need follow-up.

If replies are high but conversion is low, review the message promise, audience fit, and response handling. If replies are low, review template clarity, timing, sender trust, and list quality.

Troubleshooting

Problem	What to check
Campaign replies are not visible	Inbox channel filters, conversation ownership, and connected account status.
Template rejected or missing	Template approval, sync, and selected WhatsApp account.
Many failed messages	Contact phone quality, sender connection, channel limits, and opt-out status.
No one follows up	Assignment rules, owner queues, and manager review.
Reports do not match expectations	Time range, campaign filter, and whether messages are grouped by channel or conversation.

If replies aren't reaching your team, check ownership before anything else: ask your admin whether the WhatsApp account is still connected and whether inbox visibility and assignment rules cover the people fielding replies. Template rejections and sender verification are also admin territory.

Contact Brixi support if delivery reports confirm messages went out but replies never appear in the inbox for anyone, regardless of filters. Include the campaign name, the channel, and a recipient who you know replied.

Related articlesReach Your Audience with CampaignsWhatsApp campaignSet Up Campaign AutomationCampaign Reports and Analytics