Campaigns
By Conversa Labs
By Conversa Labs
Website campaigns, WhatsApp campaigns, HSM templates and variables.
Campaigns overview
Overview ConversaLabs Campaigns let you reach your contacts proactively — instead of waiting for them to start the conversation. In one place you create, schedule and track outbound message sends to defined audiences, with delivery and outcome metrics. There are two main families of campaign: - Website campaigns: proactive messages shown in your site's chat widget, triggered by rules (for example, which page the visitor is on and for how long). Great for engaging people who are browsing right now. - WhatsApp campaigns: sends to contact lists (audience defined by labels), using approved HSM templates or messages with variants, with scheduling and send pacing. Each type has its own article in this category, with the full walkthrough. Depending on the channels enabled in your account, you may also find SMS campaigns, which follow the same logic as WhatsApp ones. Prerequisites - Access to the Campaigns module (may depend on your access role — talk to an administrator). - For website campaigns: an active website/widget inbox. - For WhatsApp campaigns: a connected WhatsApp inbox and, for templates, approved templates. - Organized contacts (especially labels, used to define the audience). Step by step 1. Open Campaigns in the sidebar. 2. Choose the campaign type (website or WhatsApp). 3. Click Create campaign. 4. Give it a title and select the inbox (channel) that will send it. 5. Build the content (message, template or proactive message) and define the audience or the trigger. 6. Choose when to send (now, scheduled, or save as draft) and confirm. 7. Track the campaign status and metrics in the list. Settings & options - Campaign type: website (proactive in the widget) or WhatsApp (for lists). - Channel / inbox: defines where the message is sent from. - Audience or trigger: audience by labels (WhatsApp) or page/time rule (website). - Content: HSM template, message with variants, or proactive message. - Scheduling: send now, schedule for later, or keep as a draft. - Status and metrics: track sent, delivered, read and replied. Use cases - Greet visitors on a pricing page and offer help in real time (website campaign). - Announce a promotion to a list of labeled customers (WhatsApp campaign). - Re-engage old contacts with a segmented, scheduled message. - Communicate important notices (hours change, new feature) to the right audience. Tips, limits & best practices - Start with small, well-segmented audiences by labels — quality beats volume. - On WhatsApp, respect Meta's rules and anti-ban best practices (send pacing, relevant content, opt-out option). - Keep messages clear and useful to reduce blocks and increase replies. - Test your content with a small audience before a large send. Troubleshooting - I don't see Campaigns: the module may not be enabled for your account or role — talk to an administrator. - I can't pick an inbox: confirm the right channel is connected (website for website campaigns; WhatsApp for WhatsApp campaigns). - Empty audience: check whether there are contacts with the selected label. See also - Website campaigns - WhatsApp campaign for contact lists - HSM templates and variables
Website campaigns (proactive widget messages)
Overview Website campaigns (also called live campaigns) show a proactive message in your site's chat widget to a visitor who is browsing. Instead of waiting for the contact to open the chat, the platform starts the conversation when a rule is met — for example, when the person spends some time on a specific page. It's the ideal way to offer help at the right moment: answer questions on a pricing page, recover a cart, or present a promotion to someone showing interest. Prerequisites - Access to the Campaigns module. - An active website/widget inbox, with the widget installed on your site. - A defined agent or bot to send the message. Step by step 1. Open Campaigns in the sidebar and select the website type (live campaigns). 2. Click Create campaign. 3. Fill in the title (an internal name so you can identify the campaign). 4. Write the message that will appear in the widget. 5. Select the inbox (the website widget where the message will be shown). 6. Choose the sender (the agent or bot that signs the message). 7. Define the trigger: the page URL where the campaign should fire and the time on page (in seconds) before showing the message. 8. Adjust the preferences (enable the campaign, trigger only during business hours) and save. Settings & options - Title: internal identifier for the campaign. - Message: the proactive text shown in the widget. - Inbox: the website widget that will display the message. - Sent by (sender): the agent or bot shown as the author. - URL: the page on which the campaign is eligible to fire. - Time on page (seconds): how long the visitor must stay before the trigger. - Enable campaign: turn the campaign on or off without deleting it. - Trigger only during business hours: avoids starting conversations off-hours. Use cases - Offer help on the pricing page after a few seconds of browsing. - Present a coupon to someone visiting a product page. - Invite a demo to people on the plans page. - Reduce abandonment on checkout pages with a supportive message. Tips, limits & best practices - Use short, specific messages tailored to the page where they appear. - Tune the time on page so you don't interrupt too early — give the visitor time to read. - Enable business hours only if you don't have 24/7 coverage, to avoid unanswered conversations. - Create different campaigns for different pages instead of a single generic message. Troubleshooting - The message doesn't appear: confirm the campaign is enabled, the URL matches the visited page, and the time on page has been reached. - It shows off-hours: check the trigger only during business hours option and the hours configured on the inbox. - The widget doesn't load: verify the site widget is installed correctly. See also - Campaigns overview - WhatsApp campaign for contact lists - HSM templates and variables
WhatsApp campaign for contact lists
Overview A WhatsApp campaign sends a message to a contact list at once. You define the audience (by labels), choose the content (an approved HSM template or a message with variants), and decide when to send. The platform sends at a controlled pace and shows progress (sent, delivered, read and replied). It's the right tool for announcements, promotions, notices and contact re-engagement — always respecting WhatsApp's rules for bulk messaging. Prerequisites - Access to the Campaigns module. - A connected WhatsApp inbox. - Contacts with labels that define the audience. - For template-based campaigns: approved HSM templates on the inbox (see the templates and variables article). Step by step 1. Open Campaigns in the sidebar and select the WhatsApp type. 2. Click Create campaign and give it a title. 3. Select the WhatsApp inbox that will send it. 4. Define the audience by selecting the labels of the contacts who should receive it. 5. Build the content: - HSM template: pick the template and language, then fill in the variable values; or - Message with variants: write the message (using the variable picker) and, if you want, add variants so each contact receives slightly different wording. 6. Adjust the send settings (min/max delay between messages, batch size and randomization) for a more natural send. 7. Choose when to send: send now, schedule for a date/time, or save as draft. 8. Confirm and track the status and progress in the campaign list. Settings & options - Title: internal identifier for the campaign. - Inbox: the WhatsApp number that will send the messages. - Audience: contacts selected by labels. - Content: HSM template (with variables) or a message with variants. - Send settings: min and max delay (seconds), batch size and variant randomization — these help reduce the risk of blocking. - Scheduling: send now, schedule, or draft. - Status: draft, scheduled, sending, paused, completed or failed. - Actions: pause, resume or cancel a running campaign. - Progress: sent, delivered, read, replied and failed. Use cases - Announce a promotion to customers in a specific label. - Send an important notice (hours change, new product) to the right audience. - Re-engage inactive contacts with a segmented offer. - Confirm attendance at an event or remind people of a date. Tips, limits & best practices - To start conversations with people outside the 24-hour window, WhatsApp requires an approved HSM template — free-text messages only work inside the service window. - Use the send settings with delays between messages and smaller batches: very fast sends increase the risk of blocking (anti-ban). - Segment well by labels and send only relevant content to reduce opt-outs and reports. - Test with a small audience before a large send. - Track the progress and pause the campaign if you notice many failures. Troubleshooting - I can't select the inbox: confirm there is a connected WhatsApp inbox. - Empty audience: check whether contacts exist with the chosen label. - Template doesn't appear: verify there are approved templates on the selected inbox. - Many send failures: lower the pace (increase the delays and reduce the batch size) and check the health of the WhatsApp number. See also - HSM templates and variables - Campaigns overview - Website campaigns
HSM templates and variables (the {{var}} picker)
Overview HSM templates (Highly Structured Messages) are WhatsApp message models approved by Meta. They are required to start a conversation outside the 24-hour window — for example, in a campaign to a contact list. Many templates have variables (placeholders like {{1}}, {{2}} or named ones like {{name}}) that are filled with each contact's data. In ConversaLabs, you fill these variables with the variable picker ({{var}}), and the value is resolved for each recipient at send time. Prerequisites - A connected WhatsApp inbox. - Approved HSM templates on the inbox (approval is handled with Meta). - Contacts with the data you intend to use in the variables (for example, the name). Step by step 1. In a WhatsApp campaign (or when sending a message that requires a template), select the inbox and choose the template. 2. Select the template language (and check the category, set during approval). 3. For each template variable, provide the value: - type fixed text; or - use the variable picker ({{var}}) to insert a dynamic field (such as the contact's name), which will be substituted per recipient. 4. Review the template preview with the filled values. 5. Complete the send (or schedule the campaign). The platform resolves the variables per contact at send time. Settings & options - Template: the approved model that will be sent. - Language: the language version of the template. - Category: the template's purpose, set at approval (for example, marketing or utility). - Variables: the {{...}} placeholders in the template, filled with fixed text or the variable picker. - Variable picker ({{var}}): inserts dynamic fields (contact, account, etc.) that are resolved individually for each recipient. - Preview: shows how the message will look with the values applied. Use cases - Personalize the greeting with the contact's name in a bulk send. - Send a specific code or link per contact inside a template. - Reuse the same template across several campaigns, changing only the variable values. Tips, limits & best practices - Fill all the template variables — empty fields can block the send to that contact. - Use dynamic variables with reliable data; if a contact lacks the data, prefer a fixed fallback value so the message isn't left incomplete. - Remember the template content is fixed (approved by Meta) — you only change the variable values, not the model's text. - Variables are resolved on the server, per recipient — you don't need to build a different message for each contact. Troubleshooting - The template doesn't appear: confirm it is approved and on the correct inbox. - The send fails for some contacts: check whether any variable was left without a value for those contacts. - The name (or other data) doesn't show: confirm the field exists on the contact and that the right variable was selected in the picker. See also - WhatsApp campaign for contact lists - Campaigns overview - Website campaigns