How to create an Inbound Campaign
Overview
Set up a chat widget on your website or provide customers with a direct communication channel via SMS, WhatsApp, Messenger, or Viber. With Inbound Campaigns, your bots can engage visitors, answer questions, and seamlessly guide them through the conversation journey—collecting customer data and preferences while also serving as a powerful lead-generation tool.
To get a webchat channel assigned to your Organization, please get in touch with support@webio.com.
Please note that for webchat, every time an end user reload the page this will generate a new inbound conversation.
Please note that for webchat, when building a bot, the first step must be necessarily a Listening one.
Set up Inbound Campaigns
Before you create an inbound campaign, make sure you've already built a Bot that can operates it. Your Bot must waits for a customer input (E.G. Or Set Status>Move to Queue>Listening Step) and then guides them through the conversation flow as required.
Check here a few examples of inbound Bots.
An organization can have only one live inbound campaign at a time, regardless of the channel. The most recently updated campaign is designated as the active one, and all newly generated inbound conversations are automatically assigned to it
If you are testing your inbound campaign and you don't receive any message back, search for the conversation on the Conversations screen, check if there's any open conversation with it, close the conversation, then re-test.
When an inbound message is received the system checks whether a previous conversation exists, if no conversation exists or it exists but is closed, then the message will be processed using your latest created schedule.
If a previous conversation exists then and it is open, then the validity period is checked. If the conversation is still within the period, the message is added to that conversation. If the validity period has expired then a new conversation is started, for inbounds this will be processed with your current inbound schedule, for outbounds it will be processed by the original outbound schedule. - Campaign Validity
Inbound Campaign configuration
Once your Bot is ready, let's see how it is possible to set up an Inbound Campaign in minutes. (Full Screen)
Please note:
- An inbound campaign does not require a campaign template file upload to run, unlike Once-Off and Daily Campaigns. As a result, values gathered from customer responses cannot be directly compared with existing records for ID&V processes. However, if your organization has an active Webhook integration, real-time values stored against the Customer UID can be retrieved from your internal system to enable verification and data matching.
- Anyone can message into the phone number, even if you haven't messaged them on it previously.
Edit campaign and assign a new Bot
If you need to edit the campaign configuration—whether updating the assigned bot, adjusting the schedule, or modifying both—or if you've made changes to the assigned bot and want them reflected in the campaign:
- Locate the campaign using the search bar, then click the dropdown arrow button to access the campaign schedule details and apply the necessary updates.
- You will see the original bot schedule (projected) and the status of the current one (processing). Click the EDIT button to assign a new bot. You can now modify the campaign and configure a new schedule, which will override the previous one, including the bot assigned to it.
Please note that this action will override the ongoing schedule and cannot be undone.
- Once you're satisfied with your changes, simply click CREATE. Your current schedule will stop, and the new one will begin with the updated configurations you have applied.
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