Chat promotions

Overview

The Promotions page is in the side menu, right after Sending automation, with the subtitle Promotional pieces delivered on each customer's first message of the day. Unlike campaigns, which send to a list, a promotion looks for nobody: it waits for the customer to write. Whoever contacts the provider within the window gets the piece right away, as the first reply, and goes on being served as usual.

At the top, three steps sum it up: The customer writes, The piece goes out first and Once a day. Below, the Chat promotions card with the Full report and New promotion buttons, a summary strip (how many are live now, the next window, sent and customers today, errors, the last 7 days) and the promotions table.

How it works

1. The customer writes. Any message (text, audio, photo) arriving at a number the promotion applies to, within the period, hours and weekdays selected. The number must have service enabled: a broadcast-only number does not count.
2. ChatISP checks whether it applies. The customer has not received any piece today yet (with or without the ninth digit it is the same customer), the promotion's daily limit was not reached, the contact is not in the Contacts without assistant list (if that rule is on) and the conversation is not with an agent (if the other rule is on).
3. The piece goes out first. Before the flow, the assistant and any notice, through the number's connection. Photo, video and document carry the text as a caption; audio goes out as a voice note and the text follows in a second message. The variables {nome} and {primeiro_nome} become the customer's name and first name.
4. The service goes on as usual. The flow delivers the menu, the assistant replies, the queue distributes. The piece stays in the conversation history (the agent sees it was sent), but the assistant does not take it into account to reply or to summarize the conversation. The conversation timeline records the Promotion event.
5. Once a day. If the conversation is closed and the same customer writes again on the same day, they do not get the piece again. The next day, within the window, they do. With more than one promotion live for the same number, the customer gets only the first one in the list per day.

Create a promotion

Click New promotion. The form has the name, four numbered sections, the In practice strip and, on the side, the How the customer sees it preview, which follows everything you fill in.

1. Content

2. When

Starts on and Ends on (dates), From and To (hours in the panel time zone; for overnight use, for example, 22:00 to 02:00) and the weekday chips. Outside that, the service goes on without the piece.

3. Where and rules

4. Audience

Who receives the piece: everyone, only subscribers matching the conditions (plan, status, city, neighborhood, speed, management system) or non-subscribers only. See Audience.

The In practice strip sums the promotion up in one sentence. On save the promotion is born active; if the start date is today and the hour is within the window, it goes Live right away.

Audience

Section 4. Audience of the form decides who receives the piece. The conditions use the subscriber records ChatISP mirrors from the management systems (the same ones behind the customer card, refreshed every 6 hours), with no live query at delivery time.

The subscriber filters

The Reach preview button counts how many subscribers with a phone on record match the conditions today, in total and per management system, and warns how many contracts match but have no phone. It is an estimate from the mirror: whoever writes within the window receives it.

Priority queue

The customer still gets one piece a day. With more than one promotion live, the queue rules: the first in the list that accepts the customer sends, and the others wait for another day. The Priority N in the daily queue arrows, in the Name column, move each promotion up and down. Put the most specific on top: plan X customers get the plan X piece, everyone else falls through to the general promotion right below.

Whoever wrote but does not match the conditions shows in the report as Outside the audience, with the promotion that refused them, and consumes neither the daily limit nor the one-piece-a-day rule.

How the piece goes out

The piece follows the same channel rule as the service (channel policy): on a number with QR and official API it goes out through the connection of the moment, QR by default.

Rules and limits

• One piece per customer per day, counting all promotions. A phone with and without the ninth digit is the same customer.
• Several promotions live for the same number: the priority queue rules, and the customer gets the first one that accepts them into its audience. Falling outside one audience does not consume the turn: the next in the queue tries.
• Daily limit counts pieces that went out; a sending error does not consume the limit, and the customer with an error can receive again on the same day if they write again.
• Hours in the panel time zone (Settings, System tab). An overnight window is accepted.
• Broadcast number (service disabled in Connections) does not receive promotions: it already has its own automatic reply.
• Ending or deleting erases nothing from the conversations: pieces already delivered stay in the history and in the report. Deleting only removes the piece file.

Report

The Full report button (or Report in the row, already filtered) opens the Promotions report. At the top, the promotion selector (All promotions or one), the period (Today, Last 7 days, 30 or 90) and Export CSV. The page refreshes itself every minute.

The CSV carries promotion, customer, phone, connection, channel, via (content or approved template), status, reason, date and time, who took care next, agent, whether the customer kept talking, protocol and the conversation number.

Permission

The page and the report require the Chat promotions permission (Service group on the profiles screen: Creates, schedules and tracks the promotions delivered on the customer's first message of the day.). The Administrator already has it; for other profiles, enable it on the Profiles screen. A user restricted to some numbers in the agent form only creates promotions on the numbers they work on. Creating, editing, pausing and deleting go into the Audit log.

Best practices

• Square or 4:3 artwork, with the price and the offer legible on the phone. A wide banner gets small on WhatsApp.
• Short text with a clear call ("Reply PROMO"), so the customer knows what to do. The assistant goes on serving as usual, so set in the Knowledge base what it should answer about the offer.
• Use {primeiro_nome}: when the customer's name is unknown, the variable disappears and the sentence stays correct.
• Business hours window for offers that depend on signing up; a piece outside business hours raises interest with nobody to serve.
• Check the report on the second day: reads and the What happened next card tell whether the piece is helping or getting in the way.

Common problems