Campaigns are automated, multi-step sequences that invite a customer's clients to leave a review. You add the contact once, and the platform handles the invitation and follow-up timing from there.
For agencies, campaigns are where review generation starts feeling operational instead of improvised. The messaging, timing, channels, and reminders become repeatable.
What campaigns are
A campaign is a polite follow-up machine. You send a review invitation by email, SMS, or WhatsApp, then the system sends reminders automatically over the following days if the contact has not completed the action.
Every campaign is tied to a specific customer organization and points people toward that organization's feedback form.
- Email, SMS, and WhatsApp can be used as channels
- Each campaign sends people to a specific feedback form
- Follow-up messages stop once the recipient completes the flow
What needs to exist before a campaign can send
Before a campaign can send anything, it needs a destination and at least one suitable delivery path.
- A feedback form for the customer organization
- An email provider if you want email campaign steps
- An SMS provider if you want SMS campaign steps
- A WhatsApp provider if you want WhatsApp campaign steps
How sending provider priority works
Campaigns do not need you to choose a sender manually for every message. The platform resolves the best available sending path automatically.
For email, the usual priority is the customer's own mailbox first, then an organization-assigned provider, then the agency default provider.
- Customer-owned Gmail or Outlook can take priority over agency defaults
- Organization-level providers can override the agency default
- Agency defaults fill the gap when nothing more specific exists
Why customer-owned Gmail or Outlook can work so well
For smaller-volume customers, sending from their real Gmail or Outlook address often improves open and click rates because the message feels personal and familiar.
That can be especially effective for practices and service businesses that already communicate directly with customers from that mailbox.
- Personal sender trust often improves performance
- Replies go to the real business inbox
- It is strongest for lower-volume customers because mailbox sending limits still apply
What a new campaign starts with
When you create a new campaign, the platform can start you with a sensible four-step sequence that you can keep, simplify, or expand.
| Step | Timing | Default channels |
|---|---|---|
| Step 1 | Immediate | Email and SMS |
| Step 2 | 3 days later | Email only |
| Step 3 | 7 days later | Email and SMS |
| Step 4 | 14 days later | Email only |
What you can customize in the campaign builder
The campaign builder controls design, content, channels, branding, personalization, and timing. This is where the campaign becomes specific to the customer and the agency offer.
- Template design and email layout
- Per-step channel selection
- Per-channel messaging if needed
- Subject lines, headings, signatures, and CTA text
- Branding, logos, and theme colors
- Video review messages and image-based enhancements where supported
Templates and channels
Email templates can vary in tone and style, while SMS and WhatsApp need shorter, sharper copy. Not every channel wants the same message, which is why per-channel content matters.
- Email gives you more room for branding and richer messaging
- SMS gives the best open-rate behavior and fast attention
- WhatsApp can be strong where it is already part of the customer communication habit
Use personalization well
Campaigns support dynamic tokens so the message can refer to the customer, organization, or location naturally. Small touches like using the contact's first name can make the message feel much less generic.
| Token | What it becomes |
|---|---|
| {{ first_name }} | The contact first name |
| {{ last_name }} | The contact last name |
| {{ organization }} | The business or organization name |
| {{ location }} | The location name |
Follow-up strategy matters more than people think
Most recipients do not respond to the first message. That does not mean the campaign is broken. It means follow-up cadence matters.
The platform stops follow-up steps automatically once the contact completes the action, which keeps the experience from feeling repetitive or careless.
Video and image-based requests
Campaigns can become much more personal when they include a short video message or a dynamic image. These elements are not always necessary, but they can lift engagement in the right context.
- Video requests can add personality and trust
- Personalized images can make invites feel more custom
- MMS image support depends on the SMS provider and the customer plan
Sending windows, pauses, and duplicate prevention
Campaigns should feel well-timed, not random. Sending windows keep messages inside business-appropriate hours, and duplicate prevention stops repeated invitations from going to the same person too often.
- Messages outside the send window wait until the window opens
- Campaigns can be paused and resumed without losing their place
- Duplicate prevention windows can be set from very short to very conservative ranges
Adding contacts
Contacts can be added manually, imported by CSV, passed in through the API, or brought in through automations and opt-in flows.
- CSV imports need at least one contact method per row
- Phone numbers should include the country code
- Daily limits and scheduling help spread larger sends cleanly
What campaign analytics actually tell you
The campaign activity timeline shows the full journey from being added, to being sent, to opening, clicking, redirecting, reviewing, or unsubscribing. At the campaign level, the rollup numbers show what is really working.
- Invites sent
- Opens and clicks
- Video plays where used
- Redirections to review sites
- Private feedback submissions
- Unsubscribes and bounce-related failures
What good looks like
Campaign benchmarks vary by industry and customer quality, but some broad patterns hold. SMS usually outperforms email on engagement, while email gives more room for design, copy, and branded context.
- Email usually carries stronger branding and more context
- SMS usually wins on open-rate behaviour
- The best-performing campaigns often use both together
- Three to four total touches over about two weeks is often a strong balance
Plan settings still control campaign access
A customer only sees and uses campaign capabilities that their custom plan allows. Channels, MMS, video, their own providers, and branding controls can all be enabled, gated as upgrades, or hidden.
- Email campaigns
- SMS campaigns
- WhatsApp campaigns
- Video requests
- MMS support
- Customer-owned email or SMS providers
- Branding visibility
Campaigns and credits
Campaign credits should be understood through the customer custom plan, not through the provider itself. In normal agency-managed sending, email and SMS invites still follow the credit rules attached to that plan.
The key exceptions remain the same as in the other docs. Customer-owned Gmail or Outlook sending is the main email exception. Customer-owned SMS provider sending is the main SMS exception.
Fastest path to a live campaign
- Set up the email provider
- Set up the SMS provider if SMS is part of the offer
- Create the feedback form first
- Create the campaign and keep the default sequence initially
- Add branding and personalization
- Set the sending window
- Add contacts and watch the activity timeline