Campaigns & Audiences

Create a campaign in a dedicated per-type editor, target it with reusable segments, schedule or trigger the send, and read the delivery report — including why individual messages were skipped.

Creating a campaign#

Go to Outbound → Campaigns and click New campaign (the + in the sidebar header works too). Pick the message type — email, chat, announcement, survey, banner, tooltip, tour, checklist or push — and it opens its own dedicated editor. Each editor is tailored to its type, but they all share the same sections:

Section	What you do
Content	The message itself. Markdown is supported, and `{{variables}}` (first name, workspace name, custom contact attributes) render per recipient — a live preview shows sample values.
Send via	Which connected channels deliver it. The order you pick integrations in is the send priority; you can add the contact's email address as a final fallback.
Audience	All contacts, a saved segment, or custom filters — with a live count of matching contacts.
When to send	Send now, at a scheduled time (optionally repeating), or ongoing — triggered when a contact enters the audience.
Launch	Set live asks for confirmation — fanning out to the audience can't be undone.

The editor autosaves as you type: your first edits create a draft campaign, and every change after that updates it. You can leave any time and come back — drafts live in the campaign list with a Draft status. A campaign moves through draft → scheduled → running → completed, and can be paused or archived along the way.

One holdover: the Tooltip (classic) card opens the original step-by-step wizard instead (Type → Channel → Audience → Content → Review — classic tooltips render inline in the widget, so there is no schedule step).

Audiences & segments#

A campaign audience is either all contacts, a saved segment, or custom filters built inline. Filters combine attribute rules with all / any matching, and a preview shows how many contacts currently match before you send anything.

Saved segments are managed at Outbound → Segments (linked from the audience step). A segment is a named filter — it re-evaluates continuously, so the same segment can drive many campaigns, ongoing triggers, and Series entry rules. Segments come in two scopes: contact segments (used by campaigns) and company segments. Each segment's page shows a size trend chart.

The segment trend chart is a growth curve — for each day it counts contacts created that day that match the filter now — not a historical snapshot of segment size.

WhatsApp template messages#

WhatsApp only allows businesses to start a conversation with a Meta-approved message template. Outbound → WhatsApp templates manages them:

Sync pulls the templates (and their approval statuses) already registered on your connected WhatsApp number.
New template submits one to Meta: a name, language, category (Marketing, Utility or Authentication) and body text with positional variables like {{1}}. Meta review can take a day or more; the status column tracks pending / approved / rejected.
In a campaign that targets a WhatsApp channel, the Content step asks you to pick an approved template and fill its variables — each one can itself use contact variables such as {{first_name}}.

Scheduling & delivery modes#

Mode	Behavior
Send now	Fans out once to everyone currently matching the audience.
At a scheduled time	Runs at the date and time you pick. A Repeat toggle turns it into a recurring send — daily, weekly (with weekday selection) or monthly, until an optional end date.
Ongoing	Triggered: any contact that enters the audience while the campaign is running receives it — new signups matching a segment, for example. Optionally backfill contacts that already matched before you activated it.

Send once per contact (on by default for recurring and ongoing campaigns) guarantees a contact never receives the same campaign twice, no matter how many runs happen.

The campaign report#

Every campaign page shows delivery counters, a per-recipient deliveries table (with CSV export), and — for surveys — answer aggregates per question. What each counter means:

Counter	Meaning
Queued	Created but not yet handed to a channel — normal to see briefly during fan-out.
Sent	Handed to the channel successfully.
Delivered	Confirmed to have reached the contact — e.g. rendered in their widget.
Opened	The contact opened the message where opens are observable — tapping a mobile push counts, and any reply or answer implies an open.
Replied	The contact replied in the thread.
Answered	Survey campaigns: the contact submitted answers.
Unsubscribed from this	Contacts who opted out via the unsubscribe link in this campaign's email.
Already unsubscribed	Matched the audience but were skipped because they had opted out earlier.
Failed	The channel returned an error after retries — the deliveries table shows the failure reason per contact.
Skipped	Deliberately not sent — see below. Not an error.

Email opens are not pixel-tracked, so an email campaign's Opened count stays conservative — it reflects replies and other observable activity, not silent opens.

A/B campaigns (multiple content variants with weights) get a per-variant breakdown of sent / delivered / opened / replied / answered, with the leading variant highlighted. Product tours, checklists and surveys add their own funnels — views, completion rate, goal conversions and per-step drop-off.

Why messages get skipped#

Skipped means Respondo chose not to send — on purpose. Each skipped row in the deliveries table carries its reason. The common ones:

Reason	Why
Unsubscribed	The contact opted out of campaigns. Applies to every channel, not just email.
Active conversation	The contact has a live conversation on that channel right now — a campaign blast in the middle of a support thread would be noise.
No email / no channel	The contact has no address or endpoint the campaign could reach them on.
Suppressed address	The email address previously hard-bounced or complained, so it is blocked from further sends to protect your sender reputation.
Empty message	After variable substitution the message body came out empty for this contact.
Campaign paused / archived	The campaign was paused or archived after this delivery was queued.

Email unsubscribe behavior#

Every campaign email carries an opt-out path:

The body includes an unsubscribe link (place it anywhere with {{unsubscribe_link}}). The link is signed per contact and never expires — an opt-out link in an old email keeps working.
Emails also send List-Unsubscribe and one-click List-Unsubscribe-Post headers (RFC 8058), so Gmail and other clients show their native "Unsubscribe" button.
Opting out flips the contact to unsubscribed workspace-wide: they are skipped by all future campaign and Series sends on every channel. Transactional conversation emails (replies from your team or agent) are not affected.
The opt-out is attributed to the specific email it came from — that is the Unsubscribed from this counter in the report.
A teammate can re-subscribe a contact from the contact's page if they opted out by mistake.