Campaigns

Support Portal enables proactive outbound messaging through campaigns — scheduled or condition-based messages delivered to contacts via website live chat or SMS. Rather than waiting for contacts to initiate conversations, campaigns let your organization reach out first with targeted information, service announcements, or engagement prompts.

Operational objective

Campaigns address two distinct outreach scenarios:

• Ongoing campaigns — Continuous, condition-triggered messages delivered through a website live-chat inbox. The platform evaluates visitor behavior (such as time spent on a specific page) and delivers a message when conditions are met. This is well suited to proactive engagement during self-service browsing — for example, a telecom operator offering plan comparison assistance when a visitor lingers on a pricing page, or a government portal prompting citizens to start an application after a period of inactivity on a service eligibility page.
• One-off campaigns — Single-execution SMS campaigns sent to a defined audience at a scheduled time. These are appropriate for broadcast communications such as planned maintenance alerts, regulatory deadline reminders, or service change notifications sent to a segmented contact list.

Both campaign types are managed from the Campaigns section in the sidebar.

Creating an ongoing campaign

Ongoing campaigns target visitors on your website live-chat channel. To create one, navigate to Campaigns in the sidebar, select the Ongoing tab, and select Create an ongoing campaign.

The campaign configuration interface presents the following parameters:

After providing the required parameters, select Create to save the campaign. Verify the campaign by visiting the target URL and waiting for the configured duration — the message should appear in the live-chat widget.

Wildcard URL patterns

Ongoing campaigns support wildcard URL patterns, enabling a single campaign to activate across multiple pages, subdirectories, or subdomains. All URL patterns must begin with http:// or https://.

Exact URL matching

When you provide a complete URL without wildcards (e.g., https://portal.example.com/services), the campaign activates only on that specific path. A URL with a trailing slash is treated differently from one without — https://portal.example.com/services will match requests to that path with or without a trailing slash, but will not match if additional query or hash parameters are present.

To match the path regardless of query parameters or hash fragments, add a trailing slash: https://portal.example.com/services/. This pattern matches all of the following:

• https://portal.example.com/services/
• https://portal.example.com/services
• https://portal.example.com/services/?lang=en
• https://portal.example.com/services/#billing

Subdirectory matching

Use the * character to match all subdirectories under a given path. For example, https://portal.example.com/* matches:

• https://portal.example.com/
• https://portal.example.com/services
• https://portal.example.com/services/billing

This is useful when a campaign should apply across an entire section of a site — for instance, triggering a support prompt on any page within a citizen services portal.

Subdomain matching

To match both the root domain and any subdomains, use the {*.}? pattern. For example, https://{*.}?example.com/ matches:

• https://example.com
• https://portal.example.com
• https://www.example.com

This pattern is relevant for organizations that operate multiple subdomains under a single brand, such as regional government portals or separate telecom service domains.

Creating a one-off campaign

One-off campaigns deliver a single SMS message to a targeted audience at a scheduled time. Navigate to Campaigns in the sidebar, select the One Off tab, and select Create a one off campaign.

The configuration interface presents the following parameters:

Select Create to save the campaign. It will appear in the One Off campaigns list with its scheduled execution time.

Audience targeting with labels

One-off campaigns rely on Labels to define the recipient audience. Before creating a campaign, ensure that the relevant contacts have been classified with the appropriate label. For example, a telecom operator sending a network maintenance notification might label affected subscribers with region-north and then target that label in the campaign. A government agency notifying citizens of a document submission deadline could use a label such as pending-renewal.

This approach keeps audience management separate from campaign authoring — labels can be applied manually, through imports, or via Automation rules, and the campaign simply references the resulting group.

Message content guidelines

Campaign messages should be concise, purposeful, and appropriate for the delivery channel:

• Ongoing campaigns (live chat) — Write messages that invite interaction. The visitor sees the message in the chat widget and can reply directly. Avoid overly promotional language; instead, offer assistance relevant to the page context. Example: "Looking for help comparing service tiers? An advisor is available to walk you through the options."
• One-off campaigns (SMS) — Keep messages within SMS length constraints and include clear calls to action. Where regulatory requirements apply (such as opt-out instructions), ensure compliance in every message. Example: "Your service renewal is due by March 15. Visit portal.example.com/renew or reply HELP to speak with an agent."

Managing existing campaigns

To modify or remove a campaign, navigate to Campaigns, select the appropriate tab (Ongoing or One Off), and locate the campaign in the list. The edit and delete actions are available at the end of each campaign row.

Editing a campaign opens the configuration interface with the current values. Adjust the relevant fields and confirm the changes. Deleting a campaign removes it permanently — this action cannot be undone.

For ongoing campaigns, disabling the Enable campaign toggle is preferable to deletion when a campaign should be paused temporarily.

Campaigns in operational workflows

Campaigns integrate with other platform capabilities to support broader operational processes:

• Labels — Define and manage the audience segments used by one-off campaigns. See Labels.
• Automation — Use automation rules to apply labels to contacts based on conversation outcomes or contact attributes, which then feed into campaign audiences. See Automation.
• Inboxes — Each campaign is tied to a specific inbox. Ensure the appropriate website or SMS inbox is configured before creating campaigns. See Inboxes.