Skip to main content
Everything else in Tied is reactive: a customer messages you and something happens. Campaigns are the other direction — you reach out first. There are two kinds, and they are genuinely different tools rather than settings on the same thing.

​
One-off and ongoing

One-off

A defined audience, a defined message, sent once at a time you choose. A product launch, a policy change, a seasonal promotion.

Ongoing

A trigger and a condition, running continuously. Fires for each person who meets the criteria, when they meet them.
The mental model: a one-off campaign is an event; an ongoing campaign is a standing instruction.

​
Proactive outreach prevents tickets

A campaign that catches a problem before the customer notices — a failed payment before dunning, a delayed shipment before the “where is it?” message — prevents a ticket rather than closing one, and the customer never has a bad moment at all. Ongoing campaigns are the main way that happens at scale.
Consent must be specific to what you are actually sending. Someone who opted in to order updates has not opted in to marketing. On SMS this is a TCPA obligation; on WhatsApp, miscategorised sends damage the quality rating on your number, which throttles your messaging limits and can suspend it outright.
The practical rule: keep opt-in scoped to a category, and keep the record. If a complaint escalates you need to show when and how consent was given. Channel-specific rules:
  • SMS — TCPA and CTIA. STOP, HELP and opt-out handling are automatic, but the consent underneath them is yours. See SMS and MMS.
  • WhatsApp — outside the 24-hour service window you can only send an approved template, and category determines both approval bar and price. See WhatsApp and Message templates.
  • Email — CAN-SPAM and GDPR where applicable.

​
Cost

Campaigns are outbound, which means channel fees apply to every message and there is no inbound-is-free discount to lean on. A broadcast to 50,000 WhatsApp contacts is 50,000 chargeable template messages. Two things materially reduce that:
1

Use utility categories where the content genuinely is utility

Utility templates are free inside WhatsApp’s 24-hour service window; marketing templates never are.
2

Structure acquisition through Click-to-WhatsApp

It opens a 72-hour window in which everything is free. See WhatsApp channel fees.
Estimate the cost before you send. A campaign is the one place in Tied where you can spend a lot of money in a single action.

​
In this section

One-off campaigns

Audience, message, scheduling and completion.

Ongoing campaigns

Triggers, conditions, and how they interact with live chat.

WhatsApp campaigns

Template requirements, opt-in rules and per-message cost.

Labels

Campaign audiences are built from labels — this is how you apply them.

​
Next

Message templates

What needs pre-approval, and how approval works.

Channel fees

What outbound costs, per channel.