Connekt1. Choose one useful next step
Decide what the message should help the customer do: explore a collection, ask about a service, request event details or revisit an earlier enquiry. A single clear next step is easier to understand than several competing offers.
2. Check audience permission and relevance
Use an eligible audience that has given the appropriate permission to hear from your business. A previous purchase, a public phone number or a purchased list is not by itself proof of permission for the campaign. Respect opt-outs and exclude people who should no longer receive the message.
Then ask why this message is relevant to this group. A smaller, well-matched audience may be a better choice than everyone in the contact list.
3. Make the message easy to understand
Identify the business, explain the reason for the message and make the next step clear. If there is an offer, state the material conditions and link to the relevant destination. Check personalisation fallbacks so missing data does not produce an awkward greeting.
4. Check templates and timing
Use the appropriate approved template where required. Check its current status, category and variables before planning the send. Select a sensible time for the audience and account for any follow-up messages that are already scheduled. Template approval does not replace customer permission or guarantee delivery.
5. Decide who handles the replies
Someone may ask about sizing, dates, eligibility or availability rather than take the suggested action. Decide which repeat questions have a configured response and which should go to the team. Confirm who is responsible for the inbox during the campaign.
6. Run a controlled test
Send to an eligible test recipient. Check the text, variables, media, links and response path. Confirm that an opt-out or other stop condition is handled through the agreed process. Fix the underlying setup before expanding the audience.
7. Review what happened
Review delivery and response information that is actually available. Connect outcomes to the campaign only where the measurement supports that link. For a Shopify campaign, attributed orders may be useful; for a service enquiry, the team may need a separately recorded qualification or booking outcome.
A reported attribution is not proof that the message caused every sale. Look at relevance, customer feedback and follow-up quality as well as the headline numbers.
Common questions
Can I message every past customer?
Not on that basis alone. Check the permission and eligibility for the intended marketing communication.
Does an approved template guarantee a successful campaign?
No. Approval, delivery, relevance and business outcomes are different things.
What should happen after a reply?
Continue with the appropriate configured response or a person, within the applicable messaging rules.
ConnektFlow brings campaign planning and customer conversations into the same product journey. Start with an audience, a useful message and a response plan.
Messaging requirements change. Check the current WhatsApp Business Messaging Policy when planning a campaign.