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Automated Campaigns (Event-Driven)

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Overview

Automated campaigns send WhatsApp messages automatically when specific events occur in your e-commerce platform. These event-driven campaigns enable real-time customer communication without manual intervention.

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What are Automated Campaigns?

Automated campaigns (also called Event-Driven Campaigns) are triggered by specific events from connected e-commerce platforms such as:

• Order creation and updates
• Payment confirmations
• Shipping notifications
• Cart abandonment
• Checkout events

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Key Benefits

• Flexible Timing: Messages sent immediately or after configured delays when events occur
• Personalized Content: Dynamic data from events inserted into messages
• Reduced Manual Work: Fully automated messaging workflows
• Improved Customer Experience: Timely, relevant communications
• Scalable Operations: Handle high volumes without manual intervention

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Supported Platforms and Events

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Shopify Integration

Available Events:

• orders/create: When a new order is placed
• orders/updated: When order details change
• orders/paid: When payment is completed
• orders/cancelled: When an order is cancelled
• orders/fulfilled: When an order is shipped
• checkouts/create: When checkout begins
• checkouts/update: When checkout details change

Use Cases:

• Order confirmation messages
• Payment received notifications
• Shipping updates
• Cancellation alerts
• Abandoned checkout recovery

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Salla Integration

Available Events:

• order.created: When a new order is placed
• order.updated: When order status changes
• order.cancelled: When an order is cancelled

Use Cases:

• Order confirmations
• Status update notifications
• Cancellation communications

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Zid Integration

Available Events:

• order_created: When a new order is placed
• order_updated: When order details change

Use Cases:

• Order notifications
• Update communications

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Creating an Automated Campaign

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Navigation

Path: /event-campaigns → Click “Create Campaign” button → Campaign wizard

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Step-by-Step Process

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Step 1: Platform Selection

Purpose: Connect to your e-commerce platform Process:

1. Select your e-commerce platform (Shopify, Salla, Zid)
2. Verify platform credentials and connection
3. Confirm webhook integration is active

Requirements:

• Valid platform integration
• Active webhook subscriptions
• Proper authentication credentials

Troubleshooting:

• If platform shows “Not Connected”, check integration settings
• Verify webhook URLs are configured correctly
• Ensure API credentials are valid and active

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Step 2: Event Selection

Purpose: Choose which events will trigger your campaign Process:

1. Browse available events for your platform
2. Review event descriptions and data available
3. Select the specific event that matches your use case

Event Categories: Order Events:

• New orders
• Order updates
• Payment confirmations
• Cancellations
• Fulfillment notifications

Checkout Events:

• Checkout initiation
• Checkout abandonment
• Checkout completion

Cart Events:

• Items added to cart
• Cart abandonment
• Cart recovery

Considerations:

• Choose events that provide value to customers
• Consider message frequency to avoid spam
• Ensure events have the data you need for personalization

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Step 3: Template Selection

Purpose: Choose the message template for your automated campaign Process:

1. Select WhatsApp phone number (determines available templates)
2. Browse approved templates
3. Filter by category and type
4. Preview template structure and variables

Template Requirements:

• Must be approved by Meta
• Must be available for selected phone number
• Should match the event type and purpose
• Must contain variables that can be mapped to event data

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Step 4: Variable Mapping

Purpose: Map event data to template variables Process:

1. View template variables that need mapping
2. Browse available event data fields
3. Map each variable to appropriate event data
4. Set fallback values for optional variables

Available Data Fields (examples for order events):

• Customer information (name, email, phone)
• Order details (number, total, currency)
• Product information (names, quantities, prices)
• Shipping information (address, method)
• Payment details (method, status)

Mapping Best Practices:

• Use relevant data that adds value
• Provide fallback values for optional fields
• Test mappings with sample data
• Ensure data privacy compliance

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Step 5: Webhook Filters

Purpose: Control when campaigns trigger based on event data Filter Options:

• Event Properties: Filter based on specific event data
• Order Values: Minimum/maximum order amounts
• Product Types: Specific products or categories
• Customer Attributes: Customer types or segments
• Geographic Filters: Specific locations or regions

Filter Examples:

• Only trigger for orders over $50
• Send only for specific product categories
• Exclude certain customer segments
• Filter by shipping location

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Step 6: Campaign Configuration

Purpose: Set up campaign name, audience, and delay settings Configuration Options: Campaign Name:

• Internal identifier for management
• Should be descriptive and unique
• Not visible to customers

Recipient Type:

• Concerned Party: Send to customer involved in event (recommended)
• All Customers: Send to entire customer base
• Custom Audience: Apply additional filters

Auto Pilot Mode:

• Enable for fully automated operation
• Disable to require manual approval for each message

Send to Unsubscribed:

• Option to include unsubscribed customers
• Use cautiously and ensure compliance

Delay Settings:

• Immediate: Send right when event occurs
• Delayed: Wait specified time before sending
• Delay Options: Minutes, hours, days, weeks, months

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Step 7: Review and Launch

Purpose: Final review and campaign activation Review Checklist:

• Platform integration is active
• Event selection is appropriate
• Template mapping is complete
• Filters are correctly configured
• Delay settings are optimal
• Campaign name is descriptive

Launch Process:

1. Review all configuration details
2. Test with sample data if possible
3. Click “Launch Campaign”
4. Campaign becomes active immediately

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Managing Automated Campaigns

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Campaign States

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Draft

Characteristics:

• Campaign configured but not active
• No messages being sent
• All settings can be modified
• Can be deleted without impact

Actions Available:

• Edit all campaign settings
• Test configuration
• Launch campaign
• Delete campaign

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Active

Characteristics:

• Campaign is running and responding to events
• Messages being sent automatically
• Limited editing capabilities
• Real-time trigger monitoring

Actions Available:

• View campaign performance
• Monitor trigger activity
• Pause campaign
• View message logs

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Paused

Characteristics:

• Campaign temporarily stopped
• No new messages being sent
• Existing configuration preserved
• Can be reactivated

Actions Available:

• Resume campaign
• Edit settings while paused
• View historical performance
• Delete campaign

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Failed

Characteristics:

• Campaign encountered errors
• Automatic triggering stopped
• Requires intervention to fix
• Error details available

Actions Available:

• View error details
• Fix configuration issues
• Restart campaign
• Contact support if needed

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Performance Monitoring

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Trigger Metrics

• Total Triggers: Number of events received
• Successful Messages: Messages sent successfully
• Failed Messages: Messages that failed to send
• Success Rate: Percentage of successful triggers

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Engagement Metrics

• Delivery Rate: Percentage of messages delivered
• Read Rate: Percentage of messages opened
• Click Rate: Percentage of recipients who clicked
• Response Rate: Percentage who responded

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Timing Analysis

• Average Response Time: How quickly messages are sent after events
• Peak Trigger Times: When most events occur
• Delivery Patterns: When messages are most effective

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Common Issues and Troubleshooting

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Platform Integration Issues

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Platform Not Connected

Cause: Integration credentials invalid or expired Solution:

1. Check integration settings in platform section
2. Re-authenticate with platform
3. Verify webhook configurations
4. Contact support for persistent issues

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Events Not Triggering

Cause: Webhook integration problems Solution:

1. Verify webhook URLs are configured
2. Check webhook event subscriptions
3. Test with manual platform events
4. Review webhook logs for errors

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Template and Variable Issues

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Variables Not Populating

Cause: Incorrect variable mapping or missing event data Solution:

1. Review variable mappings
2. Check available event data
3. Add fallback values for optional fields
4. Test with sample event data

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Template Approval Issues

Cause: Template not approved or expired Solution:

1. Check template approval status
2. Submit template for approval if needed
3. Use alternative approved templates
4. Contact Meta support for approval issues

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Filter and Targeting Problems

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Too Many/Few Messages

Cause: Incorrect filter configuration Solution:

1. Review webhook filters
2. Adjust filter criteria
3. Test with sample events
4. Monitor trigger frequency

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Wrong Recipients

Cause: Incorrect recipient type or audience filters Solution:

1. Verify recipient type settings
2. Check audience filter configuration
3. Test with known customer data
4. Review customer segmentation

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Performance Issues

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High Failure Rates

Possible Causes:

1. Invalid customer phone numbers
2. Platform integration issues
3. Template approval problems
4. Rate limiting

Solutions:

1. Clean customer contact data
2. Verify platform integration health
3. Check template status
4. Monitor rate limits and quotas

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Delayed Message Delivery

Cause: High event volume or system processing delays Solution:

1. Monitor system status
2. Consider message prioritization
3. Optimize webhook filters
4. Contact support for performance issues

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Best Practices for Automated Campaigns

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Platform Integration

1. Maintain Active Connections: Regularly verify platform integrations
2. Monitor Webhook Health: Check webhook delivery status
3. Update Credentials: Refresh authentication tokens as needed
4. Test Regularly: Verify events are triggering correctly

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Event Selection

1. Choose Relevant Events: Select events that provide customer value
2. Avoid Over-messaging: Don’t trigger on every minor event
3. Consider Customer Journey: Map events to customer experience
4. Monitor Frequency: Ensure reasonable message frequency

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Template Design

1. Event-Specific Content: Tailor templates to specific events
2. Dynamic Data: Use event data for personalization
3. Clear Value: Ensure messages provide useful information
4. Actionable Content: Include relevant next steps

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Variable Mapping

1. Accurate Mapping: Ensure variables match intended data
2. Fallback Values: Provide defaults for missing data
3. Data Validation: Check data quality before mapping
4. Privacy Compliance: Only use necessary customer data

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Filter Configuration

1. Start Broad: Begin with simple filters and refine
2. Test Thoroughly: Verify filters work as expected
3. Monitor Performance: Adjust based on results
4. Document Logic: Maintain clear filter documentation

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Performance Optimization

1. Regular Monitoring: Check campaign performance frequently
2. Optimize Timing: Adjust delays based on engagement
3. A/B Testing: Test different approaches
4. Iterative Improvement: Continuously refine campaigns

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Advanced Features

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Multi-Event Campaigns

• Sequential Events: Chain multiple events together
• Conditional Logic: Different actions for different scenarios
• Event Timing: Consider event relationships and timing

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Dynamic Content

• Real-time Data: Include live information in messages
• Conditional Content: Show different content based on event data
• Personalization: Deep customization using event properties

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Advanced Filtering

• Complex Logic: Combine multiple filter conditions
• Event History: Filter based on previous events
• Customer Behavior: Use interaction patterns for filtering

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Integration Monitoring

• Health Checks: Automated monitoring of platform connections
• Alert Systems: Notifications for integration issues
• Performance Tracking: Monitor integration reliability

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Compliance and Best Practices

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WhatsApp Compliance

• Template Approval: Ensure all templates are approved
• Message Quality: Maintain high engagement rates
• Opt-out Handling: Respect customer preferences
• Rate Limiting: Stay within WhatsApp limits

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Data Privacy

• Consent Management: Verify customer consent for automated messages
• Data Minimization: Only use necessary data in messages
• Security: Protect customer data in transit and storage
• Retention: Follow data retention policies

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Customer Experience

• Timing: Send messages at appropriate times
• Frequency: Avoid overwhelming customers
• Relevance: Ensure messages provide value
• Personalization: Make messages feel personal and relevant