Home Campaigns and proactive messages How to send messages via campaign in Cloud Chat

How to send messages via campaign in Cloud Chat

Last updated on Sep 22, 2026

When to use it

  • You need to send proactive messages to a list of contacts via WhatsApp or email

  • You want to schedule a campaign for a specific time

  • You want to select the audience by tag, by attribute filter or by CSV upload

  • You want to apply a specific tag or team to the tickets created by the campaign

Prerequisites

If the supervisor is not assigned to the inbox, they will not be able to see the number or create campaigns with it.

Supported channels

The channel used in the campaign depends on the inbox you select. Campaign sending is currently available for:

Email campaigns have their own specific steps (domain, sender and postal address). See the dedicated guide: How to set up and send email campaigns in Cloud Chat.

Ticket creation behavior

If there is no open ticket for the contact

  • A new ticket is created automatically

  • The ticket does not go into the "open" state immediately

  • It is only considered open when the customer replies

  • At that point it is assigned to an agent or to ClaudIA

If there is already an open ticket for the contact

  • The new message is sent inside the existing conversation

  • It appears in green (automatic system message)

Step by step

Step 1 — Access the campaigns section

  1. In the menu, go to Campaigns

  2. Go to One-off campaigns

  3. Click Create a one-off campaign

Step 2 — Create the campaign

  1. Enter the campaign Title

Tip: use a title that makes auditing and tracking easier (e.g.: "March/2026 Renewal — Active Customers").

Step 3 — Set automatic resolution by inactivity (optional)

In the automatic resolution field (under Advanced settings):

  • Enter the number and the unit — hours or days

  • If left empty, the account's default automatic resolution duration is used

It automatically closes conversations created by the campaign when there is no activity.

The secondary settings — automatic resolution, team, conversation label and scheduling — are grouped in the Advanced settings section, collapsed by default to keep the form cleaner.

Step 4 — Select the channel and the template

Select the source inbox (number/channel) and the template you want to use. When you choose the template, its content is displayed so you can review it.

Variables in the template

Variables are filled in automatically with each contact's data at send time. When you type {{, the list shows the options (always close with }}):

  • Standard contact attributes: {{contact.name}}, {{contact.first_name}}, {{contact.last_name}}, {{contact.email}}, {{contact.phone_number}}, {{contact.identifier}}.

  • Any custom contact attribute, in the format {{contact.custom_attribute.<attribute_name>}} — e.g.: {{contact.custom_attribute.numero_pacote}}. (Only the custom attributes that already exist in your account are shown.)

  • Columns from a CSV (when the audience comes from an import): {{csv.<column_name>}}.

  • For a fixed value, type the text directly, without {{ }}.

To avoid having your number banned when using the Meta API:

  • Avoid messages that violate Meta's content policy

  • Avoid mass sending outside business hours

  • Offer an opt-out option in the templates

  • Monitor the number's quality via WhatsApp Manager

Details at: How to avoid blocks and bans on WhatsApp.

Step 5 — Define the audience

In the Audience section you have three ways to choose who will receive the campaign, organized in tabs: Filter, CSV and Tag — the Filter tab is selected by default. Use the one that best represents the audience you want — choose one tab per campaign.

As you make your selection, Cloud Chat shows how many contacts were reached (e.g.: ✓ 320 contacts selected). If your database has no contacts that meet the criteria, "No contact matches these criteria" is displayed.

Authentication templates require the recipient's phone number. Contacts without a phone number (reachable only by their WhatsApp username) will not receive the campaign.

Option A — Filter

Build the audience using contact attribute criteria (e.g.: name, email, city, country, identifier or attributes such as created at / last activity). Click Add first filter and define each condition with field + operator + value. You can use Add filter to combine more than one condition.

  • Use view contacts to review the list that will be reached before sending.

  • If the result exceeds the platform limit, the following warning appears: X contacts match, but the limit is Y. Narrow the criteria. — refine the filters so the audience fits within the limit.

Option B — CSV

Upload a ready-made list by dragging a file or clicking Drag a CSV file or click to select.

  • Format: .csv — maximum size of 5 MB.

  • The file must have the phone_number or email column (at least one is required).

  • After the upload, Cloud Chat shows how many contacts were found and how many were not found.

  • Under Download CSV of not found you get the rows that did not match any contact — fix the data and upload the file again.

In pilot phase: you can automatically create the contacts from the CSV that do not yet exist in your database, instead of sending only to those already registered — and download a failure report with the rows that could not be created. See: Contact creation via CSV in campaigns and failure report.

Common CSV errors: file larger than 5 MB (File exceeds the 5 MB limit) or a format other than .csv (Format not recognized. Upload a .csv file).

Option C — Tag

Select one or more customer labels / tags. The campaign reaches every contact that has those tags. This is the fastest path when your audience is already organized by tags.

Step 6 — Select the team in charge (optional)

In the Team the created conversation will be assigned to field:

  • Select the team that will be responsible for the conversations generated

  • If you do not select one, the system's default assignment rules apply

Step 7 — Select a tag for the created conversation (optional)

In the Tag for the conversation that will be created field:

  • If the campaign creates a new ticket, the tag will be applied

  • If the campaign reuses an already open conversation, the tag will not be added

This behavior is intentional, to avoid unwanted changes to ongoing conversations.

Step 8 — Define the sending: now or scheduled

Under Scheduled time, choose between Send now or Schedule for later:

  • Send now → the campaign is sent immediately (there may be an operational delay of a few minutes).

  • Schedule for later → enter the date and time for the sending.

By default, the time uses your system's time zone. To change the account's time zone: How to set the time zone in Cloud Chat.

Step 9 — Create

After reviewing the settings, click Create to send (or schedule) the campaign. To discard it, click Cancel.

Notes

See also