> ## Documentation Index
> Fetch the complete documentation index at: https://docs.chatnorris.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Campaigns

> How to create and manage automated message campaigns over WhatsApp or email.

# Campaigns

Campaigns let you send automated messages to a list of contacts on a specific date — for example, payment reminders, contract expiration notices, appointment confirmations or any scheduled communication.

> [!NOTE]
>
> Campaigns are available on the **Standard** and **Premium** plans, but they're also a feature in a pilot stage: ChatNorris has to enable it explicitly for your organization. If your plan includes them but you don't see **Campaigns** in an agent's menu, write to us at **[hola@chatnorris.ai](mailto:hola@chatnorris.ai)** to turn them on. The contact limit per campaign depends on your plan — check it in **Billing & usage → Subscription**.

> [!NOTE]
>
> Campaigns now belong to a specific agent, not to the whole organization — they're created and managed from inside each agent. The **Campaigns** screen in the main menu is now a read-only view that summarizes the campaigns of all your agents, grouped by agent, with a link to each one.

![TODO: screenshot of the campaign list with statuses and progress bar](https://mintlify.s3.us-west-1.amazonaws.com/chatnorris/images/PLACEHOLDER-lista-campanas.png)

## Sending channels

Each campaign can send over **WhatsApp**, over **Email** or over **both** at once (in **Send channel** you can check both).

> [tab] WhatsApp
>
> Sends messages using **templates approved by Meta**. You need a WhatsApp Business channel connected to the agent (from Deploy) and at least one approved template.
>
> Templates are created, submitted for review and synced from ChatNorris, in **WhatsApp Templates** (see below). When you create the campaign you pick the template from a list of approved ones, and decide which contact detail goes in each variable.
>
> > [!NOTE]
> >
> > WhatsApp only allows sending proactive (outbound) messages using templates approved by Meta. You can't send free-text messages to contacts who didn't start the conversation.
>
> > [!WARNING]
> >
> > Meta charges each template message directly to your WhatsApp Business account, from the first one (they don't count toward the 1,000 free replies). You need a payment method in Meta. See [Meta costs on WhatsApp](https://docs.chatnorris.ai/en/guias/canales-whatsapp-instagram.md#meta-costs-on-whatsapp).

> [tab] Email
>
> Sends emails with a custom subject and body. You can use variables like `{{name}}`, `{{due_date}}`, `{{custom1}}` and `{{custom2}}` to personalize each message.
>
> Email campaigns go out through the **agent's Email channel**, so the agent needs that channel connected in Deploy (the Email channel is included in the Premium plan; see [Connect the Email channel](https://docs.chatnorris.ai/en/guias/canal-email.md)). Recipients' replies arrive in that agent's **Conversations**. Each email campaign also has its own **branding** (logo, accent color and logo width), with a preview of the header.

## WhatsApp templates

From the agent's campaign list, click **WhatsApp Templates**. ChatNorris creates the templates and submits them directly to Meta for review, without leaving the app:

* **New template**: fill in the name, category (Authentication, Utility or Marketing), language, optional header and footer, and the message body. Use `{{1}}`, `{{2}}`, ... for the variables filled in when sending. You'll see a preview with sample data.
* **Submit to Meta**: sends the template for review. Its status goes through **Draft**, **In review** and **Approved** or **Rejected** (with the reason).
* **Sync from Meta**: imports the templates that already exist in your WhatsApp Business account.
* **New version**: creates a new version of an existing template; the one in use is marked as **Active**.

## Create a campaign

**1. Go to the agent and then to Campaigns**

Open the agent that will send the campaign (`My agents → [your agent] → Campaigns`) and click **New campaign**. Each campaign is tied to that agent — if you want to send from another agent, go into its own workspace.

**2. Fill in the basic information**

* **Campaign name** — an internal name to identify it.
* **Use saved template** (optional) — start from a configuration you saved earlier; it stays editable.
* **Send channel** — WhatsApp, Email or both.

**3. Set up the channel and the message**

> [tab] WhatsApp
>
> * **WhatsApp channel** — choose the WhatsApp Business number connected to the agent.
> * **WhatsApp template** — choose an approved template and its **Version / language**.
> * **Template variables** — for each variable (`{{1}}`, `{{2}}`, ...) choose whether it gets the contact's name, the due date, a custom field or fixed text.

> [tab] Email
>
> * **Agent's email channel** — the Email channel connected in Deploy.
> * **Sender name** — the name recipients will see.
> * **Email subject** — you can use variables: `Reminder for {{name}}`.
> * **Email body** — use `{{name}}`, `{{due_date}}`, `{{custom1}}`, `{{custom2}}` to personalize.
> * **Email branding** — logo URL, accent color and logo width.

**4. Define when to send**

In **When to send?** choose between:

| Option | What it does |
| - | - |
| **One-time send** | Sent to all contacts as soon as you activate the campaign. Doesn't require a due date per contact. |
| **Reminder — Days before** | "3 days before" → sends the reminder 3 days before each contact's due date. |
| **Reminder — On the day** | Sends on the due date. |
| **Reminder — Days after** | "1 day after" → sends a follow-up the day after the due date. |

**5. Save the campaign**

Click **Create campaign**. If you check **Save as reusable template**, you can start from this configuration in future campaigns. The campaign is created in **Draft** status and doesn't send anything until you activate it.

## Add contacts to the campaign

**1. Open the campaign detail**

From the list, click the campaign you created.

**2. Add contacts**

You can add contacts in two ways:

Click **Add contacts** and choose one of the two tabs:

**Manual (one by one):**

* Fill in: name, phone in international format (for WhatsApp) and/or email, due date and optional details (Custom1, Custom2).
* Click **Add contact**.

**Import CSV (bulk):**

* Click **Select CSV file**. The first row must have the headers.
* ChatNorris shows you how many contacts it detected and how many rows it skipped (for example, if the name is missing).

> [!TIP]
>
> The CSV accepts the columns: `name`, `phone`, `email`, `due_date`, `custom1`, `custom2`. The `due_date` column must be in `YYYY-MM-DD` format. In **One-time send** campaigns, `due_date` is optional.

## Activate and pause a campaign

![TODO: screenshot of a campaign detail with progress bar and contacts table](https://mintlify.s3.us-west-1.amazonaws.com/chatnorris/images/PLACEHOLDER-campana-detalle.png)

Once you have contacts loaded:

* **Activate** — the campaign starts sending messages. In a **One-time send** campaign, messages go out as soon as you activate it. In a **Reminder**, the system checks daily which contacts should get the message that day.
* **Pause** — stops sending without deleting the contacts. You can reactivate it whenever you want.

## Move a campaign to another agent

In the campaign detail, the **Move to another agent** card lets you choose the destination agent and click **Move campaign**. The contacts are kept, but the channel, the WhatsApp template and the status (it goes back to **Draft**) are reset, because they're specific to the previous agent: you'll have to set them up again from the new agent. This action can't be undone.

## See the progress

In the agent's campaign list, each campaign shows:

* **Status** — Draft, Active, Paused or Completed.
* **Send** — One-time send or the configured reminder.
* **Progress** — number of contacts and % already sent.

In each campaign's detail you'll see the **Statistics** (Total, Pending, Sent, Failed and Skipped) and the status of each contact.

From the main menu, the **Campaigns** screen (outside an agent's workspace) shows a read-only summary with all your organization's campaigns grouped by agent — useful for an overview, but to create or edit a campaign you always go through the corresponding agent.

## Frequently asked questions

> [accordion] What time are messages sent?
>
> In **Reminder** campaigns, sending is processed once a day, at 9:00 UTC: contacts whose date matches the rule that day get the message. In **One-time send** campaigns, messages go out as soon as you activate the campaign.

> [accordion] What happens if a send fails?
>
> If the error is temporary, ChatNorris retries the send automatically (up to 5 attempts, with a wait between them). If the error isn't recoverable or the attempts run out, the contact moves to **Failed** status.

> [accordion] Can I remove a contact from a campaign?
>
> Yes. In the contacts table of the campaign detail, each row has a button to remove the contact.

> [accordion] Can I reuse a campaign's contacts in another one?
>
> For now, contacts are tied to each campaign. To reuse them, import the CSV again in the new campaign.

> [accordion] Where do I create a WhatsApp template?
>
> From ChatNorris: in `My agents → [your agent] → Campaigns → WhatsApp Templates`, click **New template**, fill it in and use **Submit to Meta**. Meta may take a while to approve it; once it's **Approved**, it shows up in the template list when you create a campaign. If you already have templates created in your WhatsApp Business account, use **Sync from Meta** to bring them in.


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