Inbound chat waits for visitors to start the conversation. Outbound - in the left sidebar - lets you start it: WhatsApp template campaigns and SMS blasts to contact lists, and proactive chat messages that greet visitors on your website. Used sparingly and relevantly, outbound turns your contact list and live traffic into conversations.
Campaign Types
| Type | What it does | Requires |
|---|---|---|
| Proactive chat | Automatically opens the chat with a targeted message for visitors on your site - "Questions about pricing? I'm here." | Your installed widget |
| WhatsApp campaign | Sends an approved template message to a list of WhatsApp contacts; replies land in the Inbox as normal conversations. | Connected WhatsApp Business number and an approved template |
| SMS campaign | Sends a text message to a contact list; replies flow into the Inbox. | Connected SMS number |
Running a Messaging Campaign
Pick Recipients
Campaigns send to your contacts - people who have already chatted or messaged you and shared their number. Segment by list or selection; never upload purchased lists.
Write the Message
WhatsApp requires a pre-approved template for outbound messages outside the 24-hour session window (see Templates, Media & Sessions). SMS is free-form - keep it short, identify yourself, and include an opt-out line.
Send and Handle Replies
Replies arrive in the Inbox as regular conversations - staff accordingly. A campaign to 500 contacts that gets a 10% reply rate is 50 conversations landing at once.
Proactive Chat That Doesn't Annoy
- Target narrowly - Pricing page visitors get a pricing question, not a generic "Hi!". Relevance is the whole game.
- Delay the trigger - Fire after 20–30 seconds on page, not instantly.
- Have coverage - A proactive greeting followed by silence is worse than none. Pair with your schedule or let the AI agent back it up.
Compliance Basics
Message only people who opted in, honor opt-outs immediately (SMS STOP handling is automatic), respect WhatsApp's template approval process, and check local quiet-hours rules for SMS. Messaging channels are regulated in most countries - when in doubt, send less.
Frequently Asked Questions
Which plans include outbound campaigns?
Outbound messaging is available on paid tiers with connected WhatsApp or SMS channels - see Plans, Billing & Upgrades.
Can the AI chatbot handle campaign replies?
Yes - replies enter the same routing as inbound messages, so your AI agent can answer first and escalate as usual.
How do I measure results?
Campaign sends and the conversations they generate are visible in Analyze; reply conversations carry through to your normal reporting. See Understanding Your Reports Dashboard.