See below the answers to the questions that were asked during the Campaigns Manager webinar on the 14th January 2024
- Can I make edits to the campaign later?
At this stage, campaigns can only be edited if the status is rejected. If you want to edit a campaign and the status of the campaign is any of approved or pending, you need to use the action “duplicate”. If you duplicate the campaign, make the necessary changes and submit, you need to delete the previous campaign created in the list of campaigns.
- What is the usual timeline for Meta to approve the message?
The timeline for META to approve the message is out of HiJiffy’s control, however, it is usually approved on the same day. To make sure that the content is approved and as fast as possible, read the usual rejection reasons here (add link with rejection reasons)
- Is Campaigns Manager available to everyone on all plans?
The campaigns manager is available for clients that have the Premium and Entreprise account, without any extra charges.
Extra charges may be applied to these plans if you exceed the number of campaigns sent per reservation agreed for your plan or if one-time campaigns are created. The cost per message in both cases is 0.10€ per message.
If you do not have a Premium or Entreprise plan and wish to have access to the Campaigns Manager, please reach out to our support team to upgrade your plan.
- How do you get the reservation status?
The reservation status is retrieved from the PMS/CRM connected to the property on the console.
- Do I have to request to activate this?
You do not need to activate the campaigns manager, as from the 15th January, it will be activated automatically in your console account.
- If you send a one time campaign from an imported list for example from our Wifi capture - how do they unsubscribe?
Regarding the one time campaigns, a CSV file needs to be uploaded in the “targeting” tab, according to specific guidelines explained in the same tab in the console. In addition, guests can opt-out from receiving the messages, on a channel level (meaning, receiving any kind of communication via WhatsApp in this case), which would include also not receiving the recurring whatsapp campaigns. To do so, the guest must type on the channel “I do not want to receive any more messages”. This is available for all channels, except the email and the SMS.
- Can we filter campaigns by channel, date of birth or other reasons?
It is possible to have advanced filters in the campaigns, such as by channel, but it needs to be analyzed by our integrations team, as it depends on each individual integration with the PMS/CRM. If you are interested in creating a campaign with a specific filter that is not available in the campaigns manager, please reach out to our support team at support@hijiffy.com, mentioning what is the desired filter and for which property
- Any additional cost to set the one time campaign?
There are no additional costs to set up one-time campaigns, however, if the status of these sent messages are any of sent, delivered and read, there is will an extra cost of 0.10€ per message
- Can we exclude (not use) chatbots for the campaigns - as we might want to directly handle guest inquiries?
To create campaigns for a group of guests, you must always use a chatbot in both the recurring and one-time campaigns. If you wish to handle individual guest inquiries via WhatsApp, the best solution is to create a new inbox conversation in the console, insert the phone number and use a canned response already pre-approved by META (must be requested to our support team) to initiate the conversation. If the canned response is not used and pre-approved on the first interaction, you will receive an error (META considers it as spam and won’t send it). If you have not received a reply from the guest within 24 hours, you must use another canned response to contact the guest again.
- Can we manage what users can have access to the feature? eg if I don't want the receptionists to be able to request changes
Yes, by using the existing roles when creating the agents in the console. There are 4 role types: agent, editor, supervisor and admin. Only supervisors and admins have access to the Campaigns Menu. If you do not wish that certain team members have access to it, you can use the agent and editor roles.
- How do i know if we have the possibility to set up the event campaign?
The possibility of creating the event campaigns is directly linked with the PMS/CRM that is connected to the specific property. Only certain PMS/CRM allow us to create campaigns based on reservation events (status changes). If in the option “trigger” on step 2, the event-based option is not displayed, it means that the connection of the PMS does not allow it.
- What social media channel will be available for us to send the message?
WhatsApp and SMS are the channels that can be used to send messages via the Campaigns Manager.
- Would it be possible to setup birthday message campaigns, do you have access to the birthday information with the PMS integration?
The campaigns manager is a tool that helps you create campaigns for a group of guests that fit a certain criteria. Having this in mind, it is not possible to send messages to individual guests. For individual communication, creating a new conversation in the inbox menu in the console, inserting the guest phone number and use a canned response pre-approved by META would be the option.