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Frequently Asked Questions

General​

Can I have multiple campaigns running at the same time?​

Yes! You can run as many campaigns simultaneously as you need. Each campaign operates independently.

Can a contact be enrolled in multiple campaigns at the same time?​

Yes. A contact can be part of multiple campaigns simultaneously. However, a contact can only be enrolled once in the same campaign.

What happens when I pause a campaign?​

Pausing a campaign stops all pending message deliveries. Contacts remain enrolled at their current step. When you resume the campaign, messages continue from where they left off.

Can I edit an active campaign?​

No. Once a campaign is active, you cannot change its steps, templates, or timing. To make changes, you need to archive the campaign and create a new one. You can use the Duplicate feature to copy the campaign and make modifications.

Enrollment​

Can I add more contacts to a running campaign?​

Yes! Use the Enroll action to add new contacts to an active campaign. The new contacts will start from the beginning of the sequence.

What happens if an enrolled contact has opted out of WhatsApp?​

The system respects opt-out preferences. If a contact has opted out, they won't receive any campaign messages. Their enrollment may show as "Failed".

Can a contact re-enroll after completing a campaign?​

Not automatically. Each contact can only be enrolled once per campaign. If you want to send the same sequence again, create a new campaign or duplicate the existing one.

Messages​

Why can WhatsApp campaigns only use templates?​

WhatsApp requires businesses to use approved templates for messages sent outside the 24-hour messaging window. Since drip campaigns send messages over days or weeks, contacts are almost always outside this window. Using templates ensures your messages actually get delivered.

Messenger and Instagram campaigns do not have this restriction — you can compose text messages, button messages, or card templates directly.

What if my WhatsApp template gets paused mid-campaign?​

Messages using that template will fail for contacts who haven't received it yet. Contacts who already received it are not affected. You'll see failed messages in the Reports page.

Unfortunately, you cannot swap a template in an active campaign. You'd need to archive the campaign and create a new one with the updated template.

Can I use different templates for different contacts?​

Not within the same campaign step. Each step sends the same message to all enrolled contacts. However, WhatsApp templates can include variables (like {{1}} for the customer's name) that are personalized per contact.

Timing​

What timezone are delays and scheduled times based on?​

All times are based on the server's timezone. When you set a delay like "Send at 10:00 AM", it means 10:00 AM in the configured timezone.

Can I send messages at specific times?​

Yes! Use the After X days at specific time delay type. For example, "After 2 days at 10:00 AM" will send the message exactly 2 days later at 10:00 AM.

What happens if the scheduled send time has already passed?​

If a step's calculated send time is in the past (for example, due to a delay in processing), the message will be sent as soon as possible.

Can I set up delays longer than 7 days between steps?​

Yes! The maximum delay between steps is 365 days. Use the "After X days" delay type and set any number of days up to 365.

Reports​

How is the engagement score calculated?​

The engagement score uses a weighted formula that depends on the campaign channel:

WhatsApp: Delivery Rate (25%) + Read Rate (35%) + Reply Rate (40%)

Example: 90% delivery, 60% read, 20% reply → (90 × 0.25) + (60 × 0.35) + (20 × 0.40) = 51.5% (Fair)

Messenger / Instagram: Read Rate (50%) + Reply Rate (50%)

Example: 70% read, 30% reply → (70 × 0.50) + (30 × 0.50) = 50% (Fair)

What does "drop-off rate" mean?​

Drop-off rate is the percentage of contacts who didn't continue to the next step. This can happen because:

  • The contact was stopped (replied and reply action is "Stop")
  • The message failed to send
  • The contact was manually unenrolled

How often are reports updated?​

Reports are updated in real-time as messages are sent and statuses are received from WhatsApp. You can refresh the page to see the latest data.

Troubleshooting​

My campaign isn't sending any messages​

Check these things:

  1. Is the campaign Active? — Make sure it's not in Draft or Paused status
  2. Are contacts enrolled? — Check the Enrollments page
  3. Is the template approved? — Check the template status in WhatsApp Templates
  4. Do you have sufficient balance? — The campaign pauses automatically when balance is low
  5. Is the scheduled time in the future? — For scheduled campaigns, verify the start time

Some contacts show as "Failed"​

Common reasons:

  • Contact has opted out of WhatsApp messages
  • Contact's phone number is invalid
  • The template was paused or disabled by WhatsApp
  • Insufficient balance at the time of sending
  • Contact was already outside the messaging window (shouldn't happen with templates, but check template status)

A specific step shows 0% delivery​

This usually means:

  • No contacts have reached this step yet (check timing)
  • All contacts were stopped before this step
  • The template for this step is no longer approved

My campaign paused automatically​

The system automatically pauses a campaign when:

  • Your account has insufficient balance to send messages
  • A critical error occurs

Campaigns paused due to insufficient balance show a warning icon and a separate "Resume (Manual)" button on the Campaign List. You can resume the campaign manually after adding funds to your account.

Contacts aren't progressing past a branch step​

Branch steps wait for message status updates from WhatsApp. If the timeout hasn't been reached, contacts will wait at the branch. Check:

  1. What's the timeout setting on the branch?
  2. Has enough time passed?
  3. Check individual contact status in the Enrollments page