ContactsCRM
ALAnaOpted in
LCLuisOpted in
Campaign
Hi, Ana. We have something new for you.10:30 ✓✓
Find CRM in the menu
Open Contacts, Campaigns and WhatsApp balance from there.
Check your contacts
Your WhatsApp and order customers are already there.
Guide · CRM01 / Get started
Your first campaign, step by step.
Contacts, balance and WhatsApp campaigns in a 9-page guide.
Guide · CRM02 / Your audience
Choose who to message.
People who messaged you on WhatsApp or bought from you already appear in Contacts.
ContactsCRM
ALAnaOpted in
LCLuisOpted in
Check their permission
Only contacts with opt-in, permission to receive messages, get campaigns.
Save a segment
In Advanced filters, combine purchases, tags or other conditions. Give the filter a name and save it. The group updates automatically.
Have a separate list?
Contacts → Create contact → Import CSV. Include names and phone numbers with country codes. Importing does not grant permission to send campaigns.
Guide · CRM03 / Before sending
Balance ready. Message approved.
Before sending, you need balance and a template approved by Meta.
Balance
TemplateApproved
Send
Top up WhatsApp balance
It is prepaid and separate from your plan. Delivered messages are deducted from the balance. Check the rates: they vary by customer country and template category.
Choose a template
Campaigns → Templates → Sync with Meta. Need another one? Use New template and submit it for approval.
Check its data
Pending or rejected templates cannot be used. Templates that need external data can only be sent via API.
Guide · CRM04 / Your campaign
Your campaign in 3 steps.
Campaigns → Create campaign → One-off send.
Preview
120
Receive
38
Excluded
Campaign
Hi, Ana. We have something new for you.10:30 ✓✓
Message and audience
Name your campaign, choose a template and a saved segment, or set the criteria now.
Check the preview
Review the message, how many contacts receive it and how many are excluded. Compare the estimated cost with your balance.
Choose when it sends
Send now or schedule a date and time. Set a sending window if you want to limit the hours.
Guide · CRM05 / Who receives it
Why someone is left out.
The preview shows how many receive the campaign and why others are excluded.
120
Receive
38
Excluded
No permission
Opted out of your campaigns.
Not marketable
Has no recorded permission to receive campaigns.
Frequency cap
Defaults: 1 per week and 4 per month across your other campaigns. Follow-ups in this same sequence do not count.
In another campaign
They are already in another send.
Paused conversation
Your team has paused the AI Seller in their conversation.
Missing data
A field the template needs, such as their name, is missing.
Guide · CRM06 / Sending pace
Messages go out in batches.
A new account starts with a limit that increases each day.
Default ramp
50 → 100 → 200 → your account limit
Default ramp. It grows up to the limit Meta assigns. Until Meta sets one, the limit used is 250.
The last 24 hours count
All numbers in your account share the allowance. It does not reset at midnight. Waiting messages retry every hour by default.
Hours depend on the campaign
A one-off send can go out at any time unless you set a window. Automations default to 9:00 to 21:00.
Guide · CRM07 / Pauses
Paused or waiting for balance?
A Paused campaign needs you to resume it after fixing the reason.
Waiting
Top up and it resumes.
Paused
Fix the cause and resume.
10 %
Failed or cancelled
2 %
Opt-outs
20
Minimum sends
Failures or opt-outs
By default, it pauses if failed or cancelled messages reach 10%, or opt-outs reach 2%, of messages sent. Both rates use the last 24 hours and are checked from 20 sends onward.
Quality or approval
Yellow quality in Meta stops promotions. Red stops all sends. Sends also stop if the template loses approval.
Zero balance
Sends wait and continue automatically once you top up. You do not need to resume the campaign for this reason.
Guide · CRM08 / Automations
Send when the moment comes.
Campaigns → Create campaign → Ready-made automations. Choose the template and enable it.
First message
Wait 2 days
Second messageIf no reply
Reactivate without purchase
One message, a 2-day wait and another if they have not replied.
Repurchases and orders
Reminders follow the product cycle. Confirmation follows a new order. Cart recovery requires connecting your ecommerce.
When a contact exits
A purchase always ends their sequence. A reply does too, unless you disable Stop on reply. They exit if they opt out or your team pauses their AI Seller.
When it ends
Closing depends on the flow. If it ends with a silence wait, that wait defaults to 7 days.
Guide · CRM09 / Results
See what happened next.
Open the campaign to see sent, delivered, read, replies and attributed orders.
Sent
Delivered
Read
Replies
Check the metrics
Automations have their own metrics page: enrollments, deliveries, replies, opt-outs and attributed sales.
Understand attribution
It counts purchases within the configured window, for example 7 days. It does not prove the campaign caused each purchase.
Adjust before repeating
If opt-outs increase, review your message and audience. You can pause an automation and resume it from the list.
Something missing?
Use Send feedback in the CRM banner.