Smart Campaigns make it easy to send customers the perfect series of messages to drive them toward a common goal. Once your campaign is live, we’ll automatically send the right messages to the right people at the right time. 

Below we’ll show you how to send more targeted messages to users based on how they interact with your campaign. And you’ll learn how to craft engaging messages that encourage users to hit the goal you’ve defined.

Target users based on how they engage with your campaign  

We have some powerful message engagement rules that let you target users who engage with your campaign (and those who don’t). Here's how to make the most of them: 

Follow up with engaged and disengaged users 

You can send a message to your customers based on whether they have or have not opened a message in your campaign. For example, you could re-contact users who opened your ‘Welcome Message’ to encourage them to take the next important step.

You can also send a message to users who have or have not replied to a message in your campaign. For example, if some users reply to a message in a campaign that encourages them to ask for support, you won’t want them receiving similar support messages in the campaign. However, you can still send these users other useful messages in the campaign (like encouraging them to try out a related feature).

Note: You can set ‘Replied to any message’ as your campaign goal. Then once a user has replied to any message in that campaign, they’ll be automatically exited from the campaign and won’t receive any more messages.

It’s a good idea to follow up with users who clicked a link in one of your messages, but who didn’t take the action you wanted. For example, users who clicked a link on your follow up message but don’t sign up for a paid plan might need a stronger incentive like a discount.

It's possible to prevent people who have unsubscribed or disengaged with an email from getting another email. For example, you could combine 'and' with 'or' rules to send disengaged users on free plans an in-app message to encourage them to sign up for a paid plan.

It’s a good idea to check if any of your campaign messages have bounced for specific users. Maybe these users have entered their incorrect email address, for example. You should follow up with these users via an in-app message to ensure you get their correct email address.

Target users based on time

Space your messages out and send them at specific time intervals. For example, you can send your first message to users who entered your campaign 2 days ago, the next to users who entered more than 10 days ago, etc. 

Avoid conflicting messages

If you want to prevent a group of users who have received one message from getting another message, you can add the rule ‘Received message x is false.’ This is useful for sending two different versions of a similar message to two different groups of users. For example, you won’t want to send active users the same conversion message as users who are slipping away. 

Pro tip: To avoid annoying customers with too many messages in quick succession, you should specify how many days you’d like to leave between messages. We recommend selecting at least 2 days. 

Then if a user matches the rules of more than one message, we’ll send your highest priority message first.

Here's the full list of message predicates you can choose to target leads or users in your campaign:

  • Entered campaign date - when they entered a campaign.
  • Clicked on link in a message - if they clicked a link within a specific message.
  • Opened message - if they opened a specific message.
  • Received message - if they received a specific message in the campaign.
  • Replied to message - if they replied to a specific message.
  • Unsubscribed from message - if they unsubscribed from a specific message.
  • Message bounced - if a specific message bounced for them.

Create messages that get read and acted upon 

Here are some useful tips for crafting engaging, relevant messages that encourage users to hit the goal you’ve defined: 

Deliver the right information in the right way. Think carefully about whether your customers should get each message by email, in-app or push message. For example, if your customer has yet to take the first important step after signing up, you might want to send them an email to bring them back into your app.

Expose features to your customers gradually, and at a time and place that makes sense to them. For example, right after a customer takes their first photo on their phone, you can send them a push message that encourages them to share it.

Strike a balance between messages that encourage action and messages that educate your customers. Once a customer has uploaded a few photos, for example, it’s a good idea to share some best practices that will help them get the most from your product.

Customize your content for each audience. Add variables to your messages like the number of songs your users have uploaded or the number of photos they have left on their account. That way your message will be personal and relevant for each customer who gets it. 

Pro tip: Check out this best practice guide for more tips on how to keep your message content engaging. 

What’s next?  


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