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Email campaigns let you message groups of contacts from Deflect — with personalization, delivery tracking, and safe preview before you send.
Campaigns page showing campaign status and send progress

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Before you start

1

Contacts

You need contacts with email addresses. Import or collect them through chat, tickets, and integrations. See Contacts.
2

Sending domain

Register a marketing sending domain under Settings → Email Branding and complete the DNS steps shown in the dashboard. Campaigns cannot send until your domain is verified.
3

Warm-up (recommended)

For new domains, follow the warm-up guidance in Email Branding so deliverability stays healthy. See Email branding.

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Create a campaign

1

Open Campaigns

Click Campaigns in the sidebar, then New campaign.
2

Name and channel

Give the campaign a clear internal name. Choose Email as the channel.
3

Pick a sender

Select the sender identity (your verified marketing domain and from-address).
4

Link an agent

Choose which agent handles replies if recipients write back. Replies can route to live chat or follow your configured reply behavior.
5

Choose your audience

Select contacts manually, or build a filtered audience (e.g. contacts where plan = Enterprise or email is not empty).
6

Write subject and body

Compose your message. Use personalization tokens — see below.
7

Preview

Use Live preview with a sample contact to see the rendered subject and body, including fallback text.
8

Launch

Schedule or send immediately. Watch progress on the campaign report.
New campaign page with email content and audience selection

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Personalization tokens

Insert placeholders in the subject or body. At send time, each contact’s values replace the tokens.
TokenResolves to
{{name}}Contact’s name
{{email}}Contact’s email
{{phone}}Contact’s phone
{{custom_attributes.your_field}}A custom contact field you created
Click a variable chip in the editor to insert it at your cursor. Choose whether you are inserting into Subject or Message body.

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Fallbacks

For each token you use, configure a fallback under variable settings:
  • Use contact field — Pull from a contact field; if empty, use your fallback text (e.g. "there" for {{name}}).
  • Use static value — Always use a fixed string you provide.
The editor shows diagnostics — for example, how many contacts are missing a name and will get the fallback.
Campaign live preview with resolved variables

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Reply handling

When creating an email campaign, decide what happens if someone replies:
OptionBehavior
Accept repliesReplies open as conversations your team can handle in live chat
Do not accept repliesChoose to ignore replies or send a static auto-response
Match this to your campaign type — marketing blasts often use a no-reply or auto-reply path; nurture sequences often accept replies.

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After you send

Open the campaign to see:
  • Progress — how many messages sent, pending, or failed.
  • Errors — addresses that bounced or were skipped (fix data in Contacts and retry if needed).
Campaign detail page with delivery statistics

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WhatsApp campaigns

Some workspaces also support WhatsApp campaigns using approved WhatsApp templates. If you see WhatsApp as a channel option when creating a campaign:
  1. Connect and sync templates — WhatsApp integration.
  2. Pick a template approved by WhatsApp (required outside the 24-hour customer service window).
  3. Map template variables to contact fields, same as email fallbacks.
  4. Audience must include contacts with valid phone numbers.
WhatsApp template messages may incur carrier charges depending on template category and region.

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Tips for better deliverability

  • Warm up new sending domains gradually.
  • Avoid spam trigger words and broken personalization (Hello {{name}} with no fallback).
  • Segment audiences instead of blasting your entire list.
  • Test with an internal contact list before a full launch.