In short: A campaign bot is a chatbot you attach to a campaign. When customers reply to the campaign, the bot answers them first, and only the chats that need a person reach an agent. It is available from the Pro plan.
Set it up
- Build a short chatbot for this campaign: an opening message, 2 or 3 buttons, a path for each button, and an Agent step for anyone who needs a person. See Building a Chatbot in Mumble.
- Activate the bot in the bottom toolbar of the canvas.
- Prepare an approved template with quick reply buttons, so customers have something to tap.
- On the Send Campaign page, choose the bot in Send as campaign bot. If you leave it empty, replies go to the Inbox as usual.
- Test on a small internal list, then send to the full audience.
The same page has post-send actions, such as adding recipients to a list or assigning them to a team. See Dynamic Variables and Post-Send Actions.
Ideas that work
- Offer: “Interested” leads get 2 or 3 questions, then go to sales.
- Survey: each button adds the customer to a matching list.
- Appointment reminder: “I’ll be there” marks the customer as confirmed. “Cancel” offers other times.
- Win back: customers who reply get a short “what’s new” flow.
Skip the bot for a small VIP audience or a complex offer: an agent does better there.
Tips
- Keep the flow to 3 to 5 steps.
- Always offer a “Talk to an agent” option.
- Save answers to custom fields so the information isn’t lost.
- Read the chats after the first campaign and fix where the bot fell short.
The bot’s replies are billed by Meta like any reply. See Paying Meta and WhatsApp Messaging Costs.
Common questions
The bot doesn’t respond
Check that the bot is active and that the customer actually replied. A customer who only received the message gives the bot nothing to answer.
The bot never hands off to an agent
Add an Agent step to the flow and choose an agent or team in it.
How do I find the chats that reached an agent?
In the Inbox, filter by the agent, team or status that the Agent step uses.