Campaigns · Questions
Campaigns: common questions
Why fewer clients got a campaign than matched, how unsubscribes work, how texts are counted, and what happens when the allowance runs out.
Common questions
- Why did fewer clients get the campaign than matched the audience?
Some could not be reached on the channel you chose: they unsubscribed, have no email address or phone number, asked not to be texted, or have not started your Telegram bot. “Estimated reach” shows how many before you send. A campaign message that does not arrive is also never sent again another way: not by text when Telegram or WhatsApp fails, and not on the Setvos allowance when your own gateway refuses it. The campaign’s page counts those under “Not delivered”.
- Does an unsubscribe stop booking reminders too?
No. An unsubscribe stops your campaigns, your text broadcasts and the automatic messages that are offers, on every channel: the welcome, win-back, birthday, review-request and unfinished-booking messages and the reminder that loyalty points are about to expire. Confirmations, reminders and cancellations still arrive, and so do the overdue-invoice, deal-stage and missed-call messages. Asking not to be texted is different: it stops every SMS, WhatsApp and Viber message to that client, reminders included, and every automatic message on any channel.
- How are text messages counted?
A text in plain Latin letters, digits and basic punctuation fits 160 characters in one message, and so do a few accented letters such as é, ü and ñ; any other character, such as a Cyrillic letter, á or ç, a curly quote or an emoji, lowers that to 70. A longer text is split into parts of 153 or 67 characters, and a gateway bills each part. A campaign or broadcast text counts every part against the Setvos allowance; a booking confirmation, reminder or cancellation, an automatic message and a text you type to one client count one each, however long. Every campaign text also ends with a short link to unsubscribe, which makes it longer than what you typed; “Estimated reach” counts it.
- What happens if my allowance is too small for the campaign?
Nothing is sent, and a message says which allowance is short. Add a pack or change your plan on Plan & billing, or send to a smaller audience.
- Can a campaign go through @Setvos_bot?
No. Campaigns reach Telegram only through your own bot. @Setvos_bot carries only booking confirmations, reminders and cancellations.
- Who can create and send campaigns?
Anyone whose role allows it. Creating a campaign, editing and sending it, deleting a draft and changing the sender settings are separate permissions, which an owner or admin sets for each role. The buttons a role does not allow are not shown, and a member who may only view campaigns sees them read-only.
Read next
Campaigns: send an offer or news to a group of your clients
Write one message, choose which clients get it and on which channel, send it now or at a set time, and see what happened.
Choose the channel a campaign goes on
Understand whom each channel reaches and which allowance it uses, and when “Cheapest that reaches” is the right choice.
Messaging: common questions
Why a message did not arrive, what uses your SMS allowance, what happens when your own gateway fails, and how clients stop your messages.
Buy or cancel extras: credit packs, module groups and an extra place
Raise a monthly allowance or add a module group in the middle of your term. Extras are paid for by the day to the end of the term, renew with your licence, and one you cancel stays until the renewal.
More in Campaigns
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