Customers (CRM)
Campaigns & drip sequences
In one line: build a sequence of messages that reaches your audience over WhatsApp in timed steps, and Duwam sends each step when it's due — never to a contact who hasn't opted in.
Plan: Available on the Professional, Advanced and Business plans, within the Customer management workspace, and requires the CRM permission — which admins have automatically. Start with the CRM overview first.
Overview
A campaign is a drip sequence: a series of messages sent to a defined audience in successive timed steps, not all at once. You give the campaign a name, choose who it reaches (the audience), then arrange its steps — the first might send immediately, the second after a day, the third after two, and so on. Every message goes out through your company's own WhatsApp number.
Reach campaigns from: Switch system → Customer management → Campaigns.
Building a campaign
- From the customer workspace, open Campaigns, then press "New campaign."
- Enter the campaign name — the internal label you'll recognize it by.
- Set the audience: tune your contact conditions (the same condition builder used on the Contacts list), and add a search query if you need one. Leave the audience empty to target your whole contact list.
- Add the steps (up to ten). Each step carries:
- The message body to be sent.
- The wait before it, in hours — how many hours Duwam waits before sending this step. Set it to zero to send immediately, or 24 to wait a day, and so on.
- Save the campaign, and it stays a draft until you launch it.
Tip: Arrange the steps as a gradual story — an immediate welcome, a reminder a day later, an offer two days on — rather than one long message. Each step's wait is counted from when the step before it was sent.
Audience and consent
The audience is who the campaign reaches, built from two layers:
- Conditions — the same condition builder as the Contacts list (by tag, by field, by any filter criterion).
- A search query (optional) — narrows the results further.
An empty audience (no conditions, no search) means all your contacts.
Caution: On top of all that, a consent gate is always on and can't be turned off: a campaign never sends to a contact who hasn't opted in to receive messages. Non-consented contacts are skipped — not sent to — and appear in the report as "skipped."
Preview before launch
Before you launch, ask for a preview: it shows how many contacts are eligible versus how many the campaign has already reached. This protects you from double-sending — if you relaunch a campaign, the people already reached won't be sent to a second time.
Note: The preview is an estimate of who the campaign would include now — the final numbers are computed at the moment of launch, after consent and the safety brakes are applied.
Launch, pause, resume
A campaign moves through a clear lifecycle:
- Draft — you build and edit it with nothing sent.
- Launch — Duwam enrolls the eligible, consented audience and tells you how many were enrolled versus how many were skipped. From here the campaign is running.
- Pause — stops sending without losing the campaign's progress.
- Resume — starts it again from where it stopped.
Per-campaign stats are available to track its performance.
Tip: Check the "enrolled" and "skipped" counts right after launch. A high "skipped" count usually means much of the audience hasn't opted in yet.
Controls and limits
Messages go out through your company's own WhatsApp number, so campaigns are subject to every safety control — and each brake fails closed: when in doubt, it does not send.
- The daily send cap is shared with WhatsApp Status — campaigns and Status draw from the same daily ceiling.
- Quiet hours are respected — nothing sends inside the quiet window.
- Consent is a permanent gate that can't be bypassed (see above).
- A too-large audience is refused rather than sent.
- Maximum steps: ten per campaign.
See WhatsApp notifications to understand quiet hours and send limits in more detail.
FAQ
Q: Does the campaign reach all my contacts? A: It reaches only those who match your audience and have given consent. Non-consented contacts are always skipped.
Q: I relaunched the campaign — will messages go out twice? A: No. The preview separates the eligible from those already reached, so no one who received a message gets it again.
Q: How many messages can I put in the sequence? A: Up to ten steps, each with its own body and wait time in hours.
Q: I paused a campaign — do I lose its progress? A: No. Resume picks it up from where it stopped.
Q: Why did fewer messages go out than I expected? A: Some of the audience may not have consented, or you may have hit the daily send cap shared with Status, or the sending met quiet hours.
Quick reference
| Action | Path |
|---|---|
| Campaigns list | Switch system → Customer management → Campaigns |
| New campaign | Campaigns → "New campaign" |
| Set the audience | Inside the campaign → conditions + search (empty = everyone) |
| Add a step | Inside the campaign → add step (body + wait hours) |
| Preview before launch | Inside the campaign → Preview |
| Launch / pause / resume | Inside the campaign → lifecycle buttons |
| Campaign stats | Open the campaign → Stats |