Send an offer to your customers

A campaign sends one message to many customers. The two channels follow different rules:

• WhatsApp — a template Meta has approved, sent to people who agreed to get offers from you.
• Instagram — your own words, sent to people who messaged you in the last 24 hours.

Before you start

• For WhatsApp, have an approved template ready (Create a WhatsApp template) and check who can be reached (Who gets your offers).
• Creating a campaign needs the edit role; sending it needs the send role.

Set up the campaign

1. Go to Grow › Campaigns and press Create campaign. Nothing sends until you confirm. Once it has a name, it’s saved as a draft as you go.
2. In Where & who:
   • Channel, and a Name only your team sees.
   • Send from — the WhatsApp number to use, if you have more than one.
   • Who this reaches — Everyone who can be reached, or a saved audience. New audience… makes one here.
   • Leave out — press an audience to keep its people out.
   • Send to at most — No limit, 500, 1,000 or Custom…. A limit protects a new number on its first big send.
3. In Message, on WhatsApp pick an approved Template and, if it has blanks, use Fill the blanks. On Instagram, write up to 1,000 characters; a link to stop offers is added for you. To include a discount, tick Add a single-use discount code and set the amount: each customer gets their own code. On WhatsApp, fill a blank with Their campaign offer code; on Instagram, type {{offer.code}} where the code should go.
4. In When, choose After review to send when you confirm, or At a scheduled time: at least 5 minutes away, in your business’s time zone. If it falls in your quiet hours, it waits for them to end.
5. Checks run by themselves whenever the draft changes.

The right-hand column shows the message as one customer gets it, and Who will receive this, with who’s left out and why. On WhatsApp, cost at most is the most Meta can charge for the messages. Meta bills your WhatsApp Business account directly, not your insideDM wallet.

Send it

Press the button at the bottom. It says what happens next, such as Send to 240 or Schedule for a date and time. If it says something else, such as Fill blank 1 first, that’s what’s left to do.

The list of people is fixed when sending starts, and each person’s permission is checked again just before their message goes.

Replies land in Interaction › Conversations, and your agent answers them like any other chat.

After you send

Open the campaign to see Sent, Delivered, Read and Replies, and who was Held back before sending and why. Press View people for names.

• Pause campaign stops it after the current batch. Messages already handed to WhatsApp may still arrive. Press Resume sending to carry on.
• Duplicate as draft copies the campaign so you can change it and send it again.

To change a scheduled campaign, open it and press Continue setup. You can also cancel it from there, any time before it starts sending.

If something’s not right

• “Nobody in this campaign’s audience can be reached right now, so nothing was sent.” No one in it has agreed to offers on WhatsApp, or is inside their 24-hour window on Instagram.
• “Connect WhatsApp before sending.” or “Connect Instagram before sending.” Connect the channel in Set up › Connections.
• The campaign shows Needs attention and “Held before the next batch”. insideDM stopped it because Meta paused the template, rated it or your number low quality, or is limiting your number. The reason is under Needs your attention. Press Resume sending once Meta lifts it, choose another template, or press Send anyway if you’re sure this audience wants it.
• A send seems stuck. After 15 minutes, a Continue interrupted send button appears on the campaign.