A paused, waiting or failed campaign always shows its reason in an alert at the top of the campaign page. Check that first.
If you see… | Likely cause | What to do |
|---|---|---|
I don't see Broadcasting | You are an Agent, or the workspace has no add-on. | Use an Admin or Manager account. Add the add-on under Settings → Subscription. |
My channel isn't in the list | It is not WhatsApp, or not active. | Only active WhatsApp channels can send campaigns. |
My template isn't in the list | Not approved, belongs to another WhatsApp account, or is a carousel, location or dynamic-link-button template. | Use an approved template from the same account and a supported type. |
I can't save / the send button is grey | Audience over 15,000, nobody reachable, or a variable left empty. | Read the message under the audience summary. Split the audience or fill in every variable. |
Fewer people got it than I selected | Duplicates merged, or contacts blocked, opted out, without a WhatsApp number, or missing a variable value. | The audience summary and the CSV report show each reason. |
My campaign hasn't started | Another campaign is sending on that channel, or the quality rating is red. | Read the reason on the campaign page. It starts by itself once the blocker clears. |
It paused on its own | Too many rate-limit or quality rejections, template paused by WhatsApp, channel deactivated, red quality rating, or add-on removed. | Fix the cause, then Resume. |
Resume is disabled | Another campaign is sending on the same channel. | Wait for it to finish, then resume. |
It failed before sending anything | Channel or template became unusable, nobody reachable, or a list grew past 15,000. | Fix the cause and create a new campaign. |
Some messages failed | WhatsApp rejected them (reason in the CSV report). | After the campaign finishes, use Retry failed in the overview. It resends only messages WhatsApp never accepted. |
Read % looks low | Recipients turned off read receipts, or receipts are still arriving. | Numbers keep updating for 24 hours after sending. |
Responded is missing | The template has no quick-reply buttons. | Link and call button taps cannot be tracked. |
Did customer X get the campaign? | – | Look for the conversation under the Resolved filter, or check the CSV report. |
Where is the list of recipients? | There is no recipient screen. | Download the CSV report once the campaign is finished. |
A customer wants no more campaigns | – | Opt them out from the contact panel, or they can reply STOP. |
Still stuck?
Contact our support team and include the campaign name and the reason shown at the top of the campaign page.
Frequently asked questions
How many recipients can I reach per campaign?
Up to 15,000 unique recipients, counted after duplicate numbers are merged. If your audience is bigger, split it over several campaigns. A campaign that is too big is never quietly cut short.
Which channels can I broadcast on?
WhatsApp channels connected through Meta or Bird. Instagram and Messenger don't support template messages, so they can't send campaigns.
Which WhatsApp templates can I use?
All approved templates from your channel's WhatsApp account, with or without an image, video or document header. Carousel templates, location templates and templates with a dynamic link button are not supported.
Do I need permission from my recipients?
Yes. Under WhatsApp policy you are responsible for having your recipients' permission. Contacts who opted out or that you blocked never receive a campaign in Saysimple.
What happens if a contact has no first name?
Saysimple skips that contact so nobody receives a message with an empty spot. Before you send, you see how many recipients that affects.
How far ahead can I schedule a campaign?
Up to three months. You choose date, time and timezone. Until the send moment you can still edit the campaign or set it back to Decide later.
How does a customer opt out?
By replying STOP to a campaign message. Your team can also opt someone out by hand from the contact panel, or through a CSV import.
Who in my team can broadcast?
Admins and Managers. Broadcasting is an add-on that you can switch on yourself under Settings → Subscription.