Campaigns open on the Journey board: your automated campaigns as cards, grouped into bands. Almost everything you need to know about a campaign is on its card, so it is worth learning to read this screen before you start opening campaigns one by one.
The bands
There are eight bands, and they follow the guest's journey in order:
Reservation Made
Before Check-in
After Check-in
Before Check-out
After Check-out
Reservation Canceled
Reservation Updated
Other
A campaign's trigger decides which band it sits in. You do not file a campaign into a band, and you cannot drag it to a different one. To move a campaign, open it and change its trigger.
Other is for triggers that are not moments in the stay, such as an external trigger from the API, an invoice being created, or a Digital Reception form being submitted.
A band with no campaigns in it is not shown. This is why your screen may have fewer bands than a colleague's, or fewer than this article lists. Nothing is missing or switched off. Create a campaign with a matching trigger and the screen appears.
Reading a card
The coloured dot beside the campaign name tells you whether it is sending:
Green means the campaign is active and sending.
Grey means it is not sending. Both Inactive and Draft campaigns are grey, so use the badge to tell them apart.
An archived campaign has its own dot colour.
The badge in the corner covers the two states worth flagging: DRAFT for a campaign that has never been published, and UNPUBLISHED CHANGES for a published campaign whose edits have not gone live yet.
A published campaign that is up to date carries no badge, so no badge is itself information.
The rest of the card, top to bottom:
The campaign title, and underneath it the property.
The trigger, written as a sentence, for example "2 days before the estimated check-in time to All" or "Directly after reservation was made to First Timers". This is the fastest way to audit the timing of every campaign at a property without opening any of them.
The audiences the campaign targets, as badges.
A Categories: line, if the campaign has any.
A Receiver(s): line, showing which person on the reservation the campaign is aimed at. See Choose who a campaign is sent to.
Channel icons, showing which channels the campaign can use.
The three-dot menu on a card
The menu opens with a plain sentence telling you where the campaign stands, such as "Campaign is active and will be sent to your guests", and directly under it the action that changes that: Stop sending, Start sending, or Recover on an archived campaign. If you only want to know whether a campaign is sending, this is the fastest answer on the whole screen.
Below that the menu is grouped in two:
Insights: View Templates for a rendered preview of the message, Whatsapp Templates on campaigns that use WhatsApp, and View Report.
Actions: Edit, Duplicate, and Archive or Delete.
What appears depends on the campaign's status, which is why the menu does not always look the same. See Campaign statuses explained.
Add Campaign
Every screen ends with an Add Campaign tile. It does exactly the same thing as the + Campaign button in the top-right corner.
Worth knowing: it does not preselect the screen you clicked it in. The tile is a convenience of position, not a shortcut, and you still choose the trigger yourself.
Filtering the board
Above the bands: Title as free text, then Status, Categories, Audience, Channel, Created By and Created At.
Status filters on Active, Archived, Draft and Inactive. Archived campaigns do not appear on the board otherwise, so this filter is the only way to see them.
The table view
At the right-hand end of the filter row is a toggle that switches the whole board into a table, one row per campaign.
Use it when your question is about numbers rather than about one campaign. The columns are:
Title and Property
Status and Category
Audience(s)
Receiver(s)
Total Guests
Sent, Unique Opens, Failed, Soft Bounces, Hard Bounces, Unique Clicks, CTR, Unsubscribed.
Two of those are easy to misread:
Total Guests counts every send the campaign attempted, whether it succeeded or not.
Sent counts the messages that were successfully handed to the delivery provider, whether that is your email service, an SMS gateway, or WhatsApp. The provider accepting a message is not the same as the guest receiving it, which is what Unique Opens and the bounce columns are for.
So Failed is Total Guests minus Sent, and a wide gap between the two is worth investigating. It usually points at the quality of your contact data rather than at anything wrong with the campaign.
Two things to know about the table view. It is paginated, where the board shows every campaign at once. And the choice is not remembered: leave the screen and come back and you are on the board again.
Getting help
Open Talk to Us in the left menu of the platform, or email [email protected]. Tell us the property and the campaign name.