Campaigns - What’s new and how is it different from before?


With the new Campaigns feature, you will be able to nurture prospects, onboard new users, upsell to customers, and re-engage users with a series of emails, in-app and push messages based on their unique behaviour and attributes through Freshchat.


The existing tools for email campaign requires you to create complex decision trees and infinite loops for the different actions users perform. This process is cluttered and messy. With our improved Campaigns feature, you just have to create the messages/emails and define the rules that trigger them and Freshchat will take care of the rest for you.


We have added Email Campaigns as a part of Freshchat’s Campaigns feature - Scheduled Email and Triggered Email.


Previously, when you login as an Admin in Freshchat and go to Campaigns, you would have seen the following screen.




Now, you will be able to see four types of campaigns - Triggered Messages, In-App Messages (previously known as In-App Campaign), Scheduled Email, and Triggered Email. Scheduled and Triggered Emails are the new Email Campaigns feature.





Note:

The triggered and in-app messages, and email campaigns can be sent only to customers/prospects who have interacted with you through the Freshchat messenger.


Pricing and Plan


Plan: Available from Garden plan.


Limit: Email Campaigns come with a limit of 10,000 emails per Freshchat account per month from Garden plan. You can see a usage indicator and the number of days remaining in your quota until the email count auto-renews, in the email campaigns page, in the bottom left corner, as indicated below.


If you have exceeded the limit, you will be charged $0.50 for every additional 1000 emails.


Note:

If you're a trial customer, you will be limited to 100 emails per month.




Scheduled Email 

This is a one time email campaign that you can schedule to be sent to a group of users based on the conditions you choose.


How to set up Scheduled Email Campaign?


  1. Login to your Freshchat account as Admin

  2. Go to Campaigns

  3. Click New Campaign

  4. Select Scheduled Email



  1. Give a name to your campaign



  1. Select the user segment to whom you want to send this email campaign or create a new segment

  2. Choose the segment conditions

  3. Click Next: Compose

  4. Select an email template 



  1. Compose your email - Enter the subject and email content



  1. Next, select the team member from whom the email needs to be sent

  2. You can also change the email template at this point under “Choose a template” drop-down in the right

  3. Select the team member who will receive replies, if any

  4. You can also try sending test email to yourself or anyone else by adding the test email ID

  5. You can see how the email looks in desktop/mobile by switching between the different views



  1. Set a schedule for the campaign (time and date) at which it needs to be sent



  1. Click Launch Campaign


Note:

You can disable Scheduled Emails.


Triggered Email


You can send triggered email campaign to a group of users based on their actions on your website. This campaign will run indefinitely, until you disable it, unless you set a stop date before you launch it.


For example, if the condition that you set is ‘users spending more than 5 seconds on pricing page’, the email campaign will be sent to your current users as well as people who visit your pricing page in the future if you don’t set a stop date. 


How to set up Triggered Email Campaign?


  1. Login to your Freshchat account as Admin

  2. Go to Campaigns

  3. Click New Campaign

  4. Select Triggered Email



  1. Give a name to your campaign



  1. Select the user segment to whom you want to send this email campaign or create a new segment

  2. Enter the segment conditions

  3. Click Next: Compose

  4. Choose an email template 

  1. Compose your email - Enter the subject and email content



  1. Next, select the team member from whom the email needs to be sent 

  2. You can also change the email template here

  3. Select the team members who will receive replies, if any

  4. You can also try sending test emails to yourself or anyone else by adding the test email ID

  5. You can also see how the email looks in desktop/mobile by switching between the different views



  1. Set a start date for the email campaign

  2. If you want to set a stop date, enable the Set a stop date toggle and select a stop date



  1. Click Launch Campaign


Note:

  • If you don’t set a stop date, the campaign will run indefinitely (forever), till you disable it.
  • You can clone, edit and disable Triggered Emails.