Ongoing campaigns

An ongoing campaign is a proactive message on your website chat widget: no fixed audience, no send button, just a condition that keeps getting checked against every visitor, indefinitely.

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The inbox decides the type

Same rule as the other side of this section: pick a Website inbox and the campaign is ongoing, automatically — there’s no separate toggle. Pick an SMS, Twilio SMS, or WhatsApp inbox instead and you get a one-off campaign.

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What triggers it

Three conditions, and all of them are about the visitor’s browser session, not their contact record: Each matching campaign starts its own countdown independently, but two caps stop that from becoming several messages at once: the widget itself only holds one active campaign slot in the visitor’s browser, so if a second campaign’s countdown finishes after the first, it overwrites the first rather than stacking — and the server refuses to open a second campaign conversation if one already exists for that visitor. There’s also a one-hour snooze once a campaign has fired. Net effect: a visitor gets one proactive message, and if more than one campaign matches the same page, whichever one’s countdown finishes last is the one that wins — design that deliberately rather than by accident.

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Who it looks like it’s from

Pick a specific teammate as the sender, or leave it as Bot. Either way, the message appears as if that sender started the conversation.

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On, off, and how long it runs

An ongoing campaign has a simple enabled switch. Turning it off stops new proactive messages within the hour, not immediately: the endpoint only serves enabled campaigns to new requests, but the widget caches the campaign list in the visitor’s browser for one hour, so a session that already loaded the list before you disabled it can keep firing for up to an hour afterward. It has no effect on a chat a visitor already opened. There’s no audience to exhaust and no completion state — it stays active and keeps firing for every visitor who matches, for as long as you leave it on.

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Once the visitor replies

A reply turns the proactive message into an ordinary conversation in that inbox — assignment, SLAs, and everything else in Inbox and team apply exactly as they would to any other chat. Nothing about how it started changes how it is handled.

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