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A campaign talks on WhatsApp, on Instagram, or on both. The choice decides how leads reach it, whether it can write first, and what it still needs before it can start.

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Choosing the channel

When you create a campaign, Where does it talk? offers WhatsApp and Instagram, pre-ticked with whatever your account has connected. The line under the boxes says what the choice means:
  • WhatsApp only: it sends the first message from your number.
  • Instagram only: no first message — leads write first.
  • Both: it sends first messages on WhatsApp and answers people who write on Instagram.
The question is asked only on accounts where Instagram is offered. Everywhere else a campaign talks on WhatsApp, as every campaign did before.
You can change it later under the campaign’s Options → Channels. The change is saved as soon as you click. Two things are refused:
  • No channel at all. Pick at least one.
  • Turning off a channel that still sends people to this campaign. If this is the campaign your Instagram settings route DMs to, or the one a WhatsApp number sends inbound messages to, pick another campaign there first. The message tells you which.
A campaign for existing customers always keeps WhatsApp: it reaches customers with WhatsApp templates.

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What differs per channel

Working hours, time zone and the other Options are set once per campaign; there is no separate setting per channel.
A lead who has only a phone number can only be reached on WhatsApp. Sending such a lead to a campaign that does not talk on WhatsApp is refused by the API and by integrations, and a campaign holding such leads shows the warning Some leads can only be reached on WhatsApp.
When a person writes to a number or an Instagram account whose campaign does not talk on that channel, the conversation goes to your default campaign instead.

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What a campaign needs before it can start

The campaign’s own page lists what still needs fixing (Before this campaign can start) and what is worth checking while it runs. The channel changes that list: An active plan and a finished funnel are needed on every channel. Whatever the channel, a Close step that moves leads into a campaign which does not talk on one of this campaign’s channels shows A move to another campaign skips some leads: leads from the missing channel stay here.

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The campaigns list

The Campaigns page is a table with one row per campaign: Rows are ordered so that what needs you comes first: campaigns that cannot start at the top, then the running ones, then the paused ones that are ready to go.