How to use campaigns

Campaigns let you send proactive messages — reaching contacts before they reach you. Konversio supports two types: ongoing campaigns for live chat, and one-off campaigns for contact segments.

Ongoing campaigns (live chat)

An ongoing campaign is a triggered message sent to a visitor on your website via the live chat widget. It fires automatically when a visitor has been on a specific page for a set amount of time.

Setup:

1. Go to Settings → Campaigns → Ongoing
2. Select the live chat inbox to use
3. Set a title (internal reference only)
4. Write the message the visitor will see
5. Set the URL that must match (e.g. /pricing)
6. Set the time on page in seconds before the message appears
7. Specify the agent whose name and avatar the message appears under
8. Save and enable

Use cases:

• Offer help on high-friction pages (pricing, checkout)
• Prompt visitors who have been on a support article for a while
• Reduce drop-off at key conversion points

Limitations: Ongoing campaigns only work with the live chat widget (website channel). They will not send if the visitor has already had an open conversation. Each campaign targets one URL pattern and one inbox.

One-off campaigns (contact segments)

A one-off campaign sends a message to a defined set of contacts at a scheduled time. This is closer to a targeted broadcast than a behaviour-triggered message.

Setup:

1. Go to Settings → Campaigns → One-off
2. Select the inbox to send from (API channel or SMS inbox, depending on what you have configured)
3. Write the message
4. Select the contact segment to send to
5. Set the scheduled send time
6. Confirm and schedule

Use cases:

• Notify a group of contacts about a service incident or maintenance window
• Send a follow-up to contacts who were in a specific conversation label
• Re-engage a dormant segment

Limitations: One-off campaigns require a compatible inbox type — not all channel types support outbound messaging. Contact segments must be created in advance under Contacts → Segments. Once a one-off campaign has been sent it cannot be unsent, so review the segment and message carefully before scheduling.

General notes

Neither campaign type is a replacement for a full marketing automation tool. Campaigns in Konversio are intentionally scoped: they integrate directly with the conversation inbox, so any reply from a contact lands in the shared inbox and can be handled by your team like any other conversation.