Home Campaigns and proactive messages How to Set Up and Send Email Campaigns in Cloud Chat

How to Set Up and Send Email Campaigns in Cloud Chat

Last updated on Sep 02, 2026

🎥 Video Demonstration

Watch the complete process in practice — from configuring (postal address, domain, sender) to creating the email campaign:

When to Use

  • You want to send bulk emails to a segment of contacts in Cloud Chat.

  • You need customer responses to come back as normal conversations in Cloud Chat (not in an external inbox).

  • The send must comply with CAN-SPAM / LGPD (postal address + automatic unsubscribe link).

Prerequisites

Before creating your first campaign, complete steps 1, 2, and 3 of this tutorial in order. Skipping any will cause the campaign to fail silently or be rejected by Gmail/Yahoo.

  • An administrator profile in Cloud Chat.

  • Access to the domain DNS that will be used for sending (Cloudflare, Route53, Registro.br, etc.). Verification involves adding 3-4 DNS records.

  • A configured Email inbox — it will receive contact responses. If you don't have one, create it in Settings → Inboxes.

  • The full postal address of the company (street, city, state, ZIP, country) — required by CAN-SPAM, included in the footer of all emails.

About This Tutorial

The full process consists of 5 steps: postal address → domain → sender → campaign → tracking. Each step is located in Settings → Email Campaigns in the sidebar menu.

Step-by-Step Instructions

Step 1 — Configure the Postal Address

The postal address appears in the footer of all campaign emails, along with the unsubscribe link. It is a legal requirement (CAN-SPAM in the USA, LGPD in Brazil) and Gmail/Yahoo reject emails without this info.

  1. Go to Settings → Email Campaigns → Postal Address.

  2. Fill in street, city, state/UF, ZIP, and country.

  3. Click Save.

Without filling in the postal address, any attempt to create an email campaign will return a validation error. Configure it before proceeding.

Step 2 — Add and Verify the Domain

You need to prove that you control the domain you will use as the sender (e.g., mail.yourcompany.com). Without this, emails may go to spam or be rejected at the source.

  1. Go to Settings → Email Campaigns → Domains.

  2. Click Add Domain.

  3. Enter the domain (recommended: dedicated subdomain, e.g., mail.yourcompany.com instead of the root domain).

  4. Cloud Chat will display 3-4 DNS records (MX, SPF/TXT, DKIM). Copy all of them.

  5. In your DNS provider (Cloudflare, Route53, etc.), add each record exactly as shown — type, name, value.

  6. Return to Cloud Chat and click Verify Now on the domain card.

  7. Wait for asynchronous verification (may take up to 5 minutes after DNS propagation).

Once everything is correct, the domain status changes to Verified (green). Only verified domains can be used as senders.

The Verify Now button is disabled for 30 seconds after each click to give time for the sending provider to process. If the status hasn't changed after 5 minutes, check if your DNS records match exactly what is shown and try again.

Step 3 — Create a Sender

The sender is the visible address that appears in the "From" field of emails (e.g., [email protected]). Each sender is linked to a verified domain and an inbox that receives responses.

  1. Go to Settings → Email Campaigns → Senders.

  2. Click Add Sender.

  3. Fill out:

    • Display Name: name that appears in the recipient's email (e.g., "Pepa - Support YourCompany").

    • Local Part: the part before @ (e.g., pepa, contact, noreply).

    • Domain: select one of the verified domains from the previous step.

    • Response Inbox: the Email inbox that will receive customer responses. When the recipient replies, it becomes a conversation in this inbox.

  4. Click Save.

The response inbox must be of type Email and on the same account. If you don't have one, create it first in Settings → Inboxes → Add Inbox → Email.

Step 4 — Create the Campaign

  1. Go to Campaigns → Single → Create a Single Campaign.

  2. Select Type: Email.

  3. Fill in:

    • Title: internal campaign name (not sent to recipient).

    • Subject: appears in the email. Supports dynamic variables (see below).

    • Sender: choose one of the senders created in Step 3.

    • Body Type: HTML (with formatting) or Plain Text (preserves line breaks).

    • Body: email content. Supports dynamic variables.

  4. Define the Audience — choose one of 3 options:

    • Filter: by contact attribute (e.g., custom_attribute_1 equals cloud).

    • Tags: contacts with specific tags.

    • CSV: upload spreadsheet with email or phone_number in the identifying column.

  5. Click Save. The campaign status becomes Active and will be sent at the next scheduled window (usually in 1-2 minutes).

Available dynamic variables in subject and body:

  • {{ contact.first_name }} — contact's first name. If only one name (e.g., "Anna"), returns the full name.

  • {{ contact.last_name }} — last name. Empty if only one name.

  • {{ contact.name }} — full name capitalized.

  • {{ contact.email }} — contact's email.

  • {{ contact.phone_number }} — contact's phone.

  • {{ contact.custom_attribute['key'] }} — any custom attribute of the contact.

Contacts without a valid email (empty field or invalid format) are automatically excluded from the audience. Same for contacts in the blocklist — those who unsubscribed or got a permanent bounce will not receive future campaigns.

Step 5 — Track the Sending

In the campaigns list (Campaigns → Singles), each campaign shows a status:

  • Active: waiting for the next send window (~1 min).

  • In Progress: emails are being sent.

  • Completed: send finished with 99%+ terminal events.

  • Partially Completed: at least 80% of contacts received — used when some failed but most succeeded.

  • Failed: configuration error (unverified domain, deleted sender, bounce kill switch triggered).

Click See Details to see how many contacts were targeted and how many received the email.

When the recipient responds to the email, the reply automatically turns into a proactive conversation in the sender's response inbox. The entire thread (original email + customer reply) is linked via standard email headers.

Notes

  • Limit per campaign: 3,000 contacts per send. For larger audiences, split into multiple campaigns.

  • Automatic kill switch: if bounce/reclaim rate exceeds 10% in a sample of 200+ deliveries, the campaign is automatically paused and marked as Failed. This protects sender domain reputation.

  • Blocklist: contacts who unsubscribed, bounced permanently, or marked as spam are in Settings → Email Campaigns → Blocklist. They are automatically excluded from all future campaigns.

  • Manually removing unsubscribes: you can remove an email from the blocklist on the same screen. Use with caution — customers may complain.