Campaign messages stay out of your agents' working queues until a recipient replies. When someone replies, the conversation opens in the inbox as normal, with the campaign message above it.
New conversations created by a campaign start as resolved and unassigned. They are not hidden: agents can find them under the Resolved or All filter, for example to check whether a customer got the campaign.
Existing conversations do not change. Their status and assignee stay the same, and the campaign message does not move them to the top of the inbox.
A reply reopens the conversation through the normal inbound flow.
Opt-out
An opted-out contact is left out of every future campaign. There are four ways to opt a contact out:
How | Where | Notes |
|---|---|---|
Recipient replies STOP | Automatic | Exactly the word "stop" (any capitals), and only when the last message sent in that chat was a campaign message. |
By hand | Inbox contact panel or contact details: Opt out of campaigns | One contact at a time. Agents can do this too. Opt back in to campaigns reverses it. |
CSV import | Contact import: map a column to | true / 1 opts out, false / 0 opts back in. |
After a campaign | Campaign page, Audience card: Opt out undelivered | For finished campaigns. Opts out every contact whose message was never confirmed delivered. Typed numbers without a contact are not affected. |
Tip
The Enter manually tab warns that a typed number may already be opted out. If it is, it is left out automatically.