Sending targeted additional messages on an active campaign
Followup messages are additional admin-initiated messages sent to some or all of the recipients in a campaign.
For example, if your campaign involved inviting recipients to an event, you might send a Followup Message to those who said "Yes, I can come" to remind them about the event time and location.
You can also use Followup Messages to initiate a new conversation. If your campaign began with an invitation to an event, you might send a Followup Message 2 weeks later inviting recipients to a subsequent event. Or you could send a Followup Message asking recipients to take an entirely different action.
Followup Messages are easy to create and come from the same phone number as your initial messages. Keeping the same outgoing phone number helps your recipients feel like they are participating in an ongoing conversation -- which they are!
For help troubleshooting a follow up issue, check out our guide Troubleshooting Followup Messages.
Here's how Followups work:
Step 1: Press "Create Followup" from within the Campaign
Step 2: Make Sure the End date and time is in the future
Just like initial messages, Followup Messages have end dates. This allows you to put a time limit on when Followups can be sent. For example, you wouldn't want an event reminder to be sent out after the event has taken place. The corollary is that you must ensure the end date is in the future -- otherwise, the Followup message won't show up after you launch it.
Step 3: Write the Message
Writing a Followup Message is just like writing an initial message. You can insert any of the fields from the target group into the Followup Message.
NOTE - Opt Out Language and Organization Display Name are not required for Followup Messages.
After writing your Followup Message, click the "Save and Build Target List" button at the bottom of the page.
Step 4: Target your Followup Message
Once you write your Followup, you decide who it should go to by using the filter options. If you choose no filter options, the Followup Message will go to everyone in the campaign target group.
You may also target a message based on a subset of the existing campaign. You may remove contacts from the Followup Message based on campaign survey responses, reply status, or a different group of contacts. This functionality is very similar to the campaign creation advanced targeting, without the ability to add new contacts/conversations.
You can filter Followups based on survey responses. In the example below, the Followup will only go to recipients who were recorded as "No" for the survey question.
You can also filter Followups by reply status. In the example below, the Followup will only go to those who did not reply to the initial message.
You can also remove contacts using a filter based on an independent group:
Click "Save Followup" ("Update Followup" if you are editing). This will return you to your Campaign Details page.
If you want to save your draft Followup and finish building it later, you can navigate away from the Followup creation page. To continue creating your Followup, return to the Campaign Details page, click the three vertical dots, and select "Edit." The "Edit" button will return you to the Follow creation page.
Step 5: Launch your Followup
To launch your campaign, click the three vertical dots to the right of the Followup and select "Launch":You will see the Followup's status change from "Draft" to "Active." Pressing the Followup "Launch" button makes the Followup Messages available to the message senders. As with initial messages, pressing "Launch" does NOT automatically send the message to recipients. Instead, launching queues up the text for your users to send out through the Messenger.
Followup scripts will appear in the user's sending screens just like an initial script message. (If the Followup Messages are not immediately visible, have your users refresh their page.) Users can always "Skip" a contact or modify the script for a Followup to a specific contact to better fit the flow of the conversation history during the sending process. The conversations will appear with a pink indicator when a Followup is active:
Followup messages are meant to be run in sequence rather than concurrently. If you need to create two Followup campaigns, create your first campaign and then send all the messages. Then, you can create your second Followup Message.