Before You Start
New to campaigns? Read Introduction to WhatsApp Campaigns first. It explains what a campaign can and cannot do, and who charges you.
Your WhatsApp business number must be connected. See Connect and Configure WhatsApp.
You need a Marketing template already approved by Meta. See Setting Up Marketing Templates.
Your customers must be saved in EasyBiz with valid WhatsApp numbers. A campaign cannot message an uploaded phone list.
Step 1: Create the Draft
- From the top navigation, click Marketing, then Campaigns.
- Click New Campaign.
- Under Send by, leave WhatsApp selected. To send an email instead, see Sending an Email Campaign further down this page. To send an email first and WhatsApp only to the customers it did not bring back, see Email First, Then WhatsApp.
Choose a Source. Pick EasyBiz Console to reach customers from every outlet, or a POS shop to reach only customers who registered there.
Enter a Campaign Name you will recognize later, such as "August Special Offer".
Click Create Campaign.
The campaign is saved as a Draft. Nothing is sent yet, and you can reopen it from the campaign list at any time.
Step 2: Setup
The editor runs through three steps, shown at the top as (1/3) Setup, (2/3) Audience, and (3/3) Review. Your work saves as you go, so you will see Saving... then Saved beside the step bar.
Check the Campaign Name. You can still change it here.
Select the WhatsApp Account to send from. If you only have one, it is picked for you. If the account has two or more numbers, a Phone Number field appears: pick the number the campaign sends from. See Connect Multiple WhatsApp Numbers.
Select the WhatsApp Template. Only approved Marketing templates on that account appear, and changing the account clears your template choice.
Check the Message Preview on the right. It shows the message as your customer will see it.
Under Send Test, enter your own number and click Send. You should see Test sent successfully.
Read the test on your own phone, then click Next.
Step 3: Audience
This step decides who receives the message. Set your filters, watch the live count, and untick anyone you do not want.
Every filter, how they combine, and why the count drops are covered in Choosing Your Campaign Audience. Come back when the list looks right, then click Next.
Step 4: Review and Launch
The Campaign Summary shows your Audience count, the Template, your Messaging Limit from Meta, and the Estimated Cost.
In the Send Time card, choose one:
Schedule for later asks for a Send Date and Send Time, which must be at least 1 minute ahead.
Send Now starts preparing and dispatching right after you confirm.
Click Send Campaign Now or Schedule Campaign. The button shows the recipient count, and a confirmation dialog repeats how many messages you are sending, with which template, and the cost.
What the Statuses Mean
Draft, still being built, nothing sent.
Preparing or Snapshotting, the recipient list is being frozen.
Scheduled, audience locked, waiting for the send time.
Queued or Sending, messages are going out now.
Paused, nothing goes out until you resume.
Stopping or Stopped, remaining messages were cancelled.
Retrying, failed recipients are being tried again.
Completed, Failed, and Archived are the finished states.
Reading the Results
Delivery Performance breaks the send into Total, Sent, Delivered, Read, Failed, Stopped and Replied, then shows what the campaign brought in with Ordered and Sales.
- Stopped counts messages that never went out because you stopped the campaign.
- Replied counts customers who messaged you or tapped one of the message's buttons after it was sent.
- Ordered counts customers who messaged you within 7 days of getting the campaign and then placed an order, including orders still waiting for a price.
- Sales adds up what those orders sold. Orders still waiting for a price show below it, for example "2 orders still to be confirmed", and join Sales once you confirm their price.
Click any figure to see the customers behind it. The Recipients list below opens on the matching tab.
Recipients lists everyone locked in at launch, with tabs for Total, Sent, Delivered, Read, Failed, Stopped, Replied and Ordered. Each row shows the Phone, Name, Status, Sent at, the customer's Reply (for example, which button they tapped) and any Error. Click a row to open that customer's chat in the Inbox.
The Replied tab also shows each person's Order from this campaign. Choose No order yet above the list to see only the customers who replied but have not ordered, so your staff know who to follow up. The Ordered tab lists the orders themselves.
These counts keep updating for a day or two.
After It's Sent: Cost and Retargeting
What the campaign cost
After a campaign ends, its page and the campaign list show its Cost. This is what Meta charged for each delivered message. When Meta's figure isn't available, EasyBiz shows an estimate at Meta's listed rate, marked "≈". The cost settles a few days after the send, because messages delivered late are billed on the day they arrive. Until then, the page notes that late deliveries may still add to it.
Follow up with one group
When a campaign has finished (Completed or Stopped) and at least one message was delivered, you can send a follow-up to just one group of its recipients:
Open the campaign and click Retarget.
Choose a group:
- Read, no reply: read it, with no reply or order since.
- Not read: delivered but not read, with no reply or order since.
- Replied: messaged you after it was sent, with no order since.
- Tapped a button: tapped one of its buttons, with no order since.
Check the Campaign Name (for example "August Special Offer – Read, no reply") and click Create Campaign.
EasyBiz creates a new draft for that group. Nothing is sent until you choose a template, review it and launch it, as for any campaign.
Sending an Email Campaign
You can also send a campaign by email, from the EasyBiz Console. Sending is free, and it reaches the customers in your audience who have an email address saved in EasyBiz. You do not need a WhatsApp number or a template for it.
Click New Campaign, choose Email under Send by, pick a Source, type a Campaign Name and click Create Campaign.
On Setup, write the email:
- Subject: the line customers see in their inbox before they open the email, for example "20% off curtain cleaning this month".
- Heading (optional) and Message: what the offer is, and until when.
- Picture (optional): one picture at the top of the email.
- Button and Button link (optional): for example "Book now", opening your booking page.
What customers get, on the right, shows the email as it will arrive.
Under Send Test, type your own email address and click Send. Read the test in your inbox, and check that the button opens the right page, before you click Next.
On Audience, choose who receives it, as for a WhatsApp campaign. Customers with no email address are left out, and the page tells you how many. The list starts with the customers who ordered most recently. To include customers who have never ordered, change Order By to Total Orders.
On Review, check the audience and the subject, choose Send Now or Schedule for later, and launch it. Cost shows Free.
Reading an email campaign's results
An email campaign's page counts Delivered, the emails that reached an inbox, Clicked, the customers who pressed the email's button, Failed, the emails that could not be delivered, and Unsubscribed, the customers who stopped your campaign emails from this one. Ordered counts customers who pressed the button and placed an order within 7 days, and Sales adds up those orders.
Email First, Then WhatsApp
An email is free and a WhatsApp message is not. With Email, then WhatsApp, your customers get the email first, and your WhatsApp message goes only to those the email did not bring back. You reach the same customers and pay for fewer WhatsApp messages.
You need what a WhatsApp campaign needs: a connected WhatsApp number and a Marketing template approved by Meta.
Click New Campaign, choose Email, then WhatsApp under Send by, pick a Source, type a Campaign Name and click Create Campaign.
On Setup, write the email as you would for an email campaign, and send yourself the test.
Below the email, under Then WhatsApp, select the WhatsApp Account and the WhatsApp Template for the message that follows. The message shows below, as your customer will get it. Then choose when it goes out:
- 2 days after the email sends it only to customers who by then have not ordered, pressed the email's button or written to you. For example, you email 200 customers and 30 of them order within 2 days: WhatsApp goes to the other 170.
- Together with the email suits an offer that ends soon, such as a weekend sale. Each customer gets both messages straight away.
Leave Email only for customers who do not read your WhatsApp campaigns switched on, unless you want every customer to get the WhatsApp message. A customer who did not read your last 3 WhatsApp campaign messages then gets the email only, so you do not pay for a message nobody reads.
On Audience, choose who receives the campaign. Customers with no email address get only the WhatsApp message, and the page tells you how many.
On Review, check how many customers get the email, how many the WhatsApp message can reach at most, and the cost: Email: free. WhatsApp: up to an amount. You pay only for the WhatsApp messages that go out. Launch the campaign, and the email goes out straight away.
The campaign list now shows two rows with the campaign's name: the email, and its WhatsApp message, marked WhatsApp, after the email. Open either one to see both side by side: how many messages were sent, how many customers ordered, what it cost, and the Cost for each customer who ordered.
On the WhatsApp message's page, the Not sent tab lists the customers who were left out, each with the reason: Ordered after the email, Pressed the email's button, Wrote to you after the email, Unsubscribed from your emails or No longer takes your promotions (a customer who turned promotions off, or whom you marked Do Not Contact, after the email went out).
FAQs
Can I still edit a campaign after I schedule it?
Not directly. Use Cancel Schedule to return it to Draft, edit it, then schedule it again. The WhatsApp message that follows an email is different: you can move it to another time with Reschedule, but Cancel Schedule cancels it for good.
What is the difference between Pause and Stop?
Pause is temporary and you can resume where you left off. Stop is final and the campaign cannot be restarted.
Why can I not delete a campaign that already sent?
Delete is only offered on Draft and Archived campaigns. Archive it first, then delete it.
Can I change the audience after launch?
No. The list is frozen when the campaign leaves Draft, so anyone who taps Stop Promotions afterwards still receives that message. A customer who stops your promotions in WhatsApp's own settings does not: WhatsApp refuses the message and it shows as Failed.
Does Retry failed charge me again?
Each retry is a new message, so Meta bills it like any other send.
Does the test send cost money?
Yes. It is a real marketing message through Meta, billed like any other, and it also appears as a conversation in your WhatsApp Inbox.
Why is my approved template not in the list?
Only Marketing templates approved on the selected WhatsApp Account appear. Switching the account clears your template choice, so pick the account first.
Where do replies to a campaign go?
Into your WhatsApp Inbox as normal conversations, so your usual auto reply rules apply to them.
What's Next
Fine tune who receives the message in Choosing Your Campaign Audience.