# Campaigns
| Item | Details |
|—|—|
| Who it is for | Administrators |
| Menu location | Left sidebar **Campaigns** |
| Plan dependency | Requires Campaigns. Send volume counts toward monthly `campaign_sends` |
Campaigns are for **reaching out** to customers: proactive website prompts, or one-off SMS / WhatsApp blasts. They are not agent-to-agent replies in the conversation workspace.
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## 1. Three campaign types
| Type | Menu | Reach | Typical use |
|—|—|—|—|
| Live chat | Campaigns → Live chat | Website widget pops up by URL / time rules | “Need help?” into a conversation |
| SMS | Campaigns → SMS | One-off list send | Campaign notices (needs an SMS channel) |
| WhatsApp | Campaigns → WhatsApp | One-off template messages | Service notices, remarketing (needs WhatsApp and approved templates) |
Live chat is an **ongoing** rule; SMS / WhatsApp are **one-off** broadcasts.
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## 2. Live chat campaigns
1. Choose an existing **website inbox**.
2. Set triggers: for example URL contains `/pricing`, dwell time over N seconds, business hours only (per form fields).
3. Write bubble copy and buttons.
4. Enable. Matching visitors see the proactive message; opening it creates a conversation in the workspace.
Notes:
– Do not pop on every page — poor experience and agent load.
– With Captain also on, proactive chats may be handled by the assistant first (if the conversation stays Pending).
– After edits, test in a private window and not from your office IP if you exclude internal traffic.
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## 3. One-off SMS / WhatsApp campaigns
1. Confirm the matching inbox is connected and the sending account is healthy.
2. WhatsApp must use an **approved template**, with all variables filled. See [Canned responses and templates](./20-canned-responses-and-templates).
3. Choose audience: contact filters, labels, segments, etc. (as shown).
4. Preview count and copy.
5. Send. Success and failure appear in campaign detail; send count uses this month’s campaign quota.
Follow local anti-spam law and channel policy (WhatsApp forbids unapproved marketing templates). Handle opt-out per channel rules.
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## 4. Quota
When monthly `campaign_sends` is exhausted you cannot broadcast again. Whether live-chat pops count as a “send” follows the billing page; check [Billing and usage](./26-billing-and-usage) before sending.
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## 5. Frequently asked questions
**No Campaigns menu?** Plan does not include it.
**WhatsApp will not send?** Template not approved, missing parameters, or number quality limited. Test the template in a single conversation first.
**Website campaign does not pop?** Widget script not updated, URL rule too strict, rare third-party cookie blocking, or you tested a back-office preview instead of the customer site.
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## Related articles
– [Channels and inboxes](./12-channels-and-inboxes)
– [Contacts](./5-contacts)
– [Canned responses and templates](./20-canned-responses-and-templates)