Campaigns & forms

Understanding campaigns: chat, SMS, WhatsApp and forms

📍 Where to find it: Reach your customers → Campaigns Campaigns bring together four ways to reach out to your customers: a message that opens on its own on your website (live chat), a bulk SMS send, a bulk WhatsApp send, and forms (popups) to collect information. Each type has its own tab. How it works A single "Campaigns" screen gives access to four sub-tabs at the top: Live chat, SMS, WhatsApp and Forms. Chat campaigns and forms rely on the widget already installed on your website. SMS and WhatsApp campaigns send a bulk message to contacts carrying a chosen label. Access to campaigns is reserved for administrators. Step by step 1. In the left-hand menu, open "Reach your customers → Campaigns". 2. At the top of the page, find the tabs: Live chat, SMS, WhatsApp and Forms. 3. Choose the type that matches your need (see the dedicated articles for each type). 4. Click the "+" button at the top right to create a campaign of that type. Good to know - Live chat and forms require the chat widget to be installed on your website. - SMS and WhatsApp require you to have first connected an inbox for the matching channel. - Only administrators can see and manage campaigns.

Create a live chat campaign on your website

📍 Where to find it: Reach your customers → Campaigns → Live chat → + A live chat campaign automatically makes a message appear in your website's chat bubble, after a few seconds spent on a specific page. It's ideal for welcoming a visitor, offering help or announcing a promotion. How it works The message is attached to your "Website" inbox (the chat widget). You choose the address of the page where it should trigger and the delay before display. The message can be sent on behalf of an agent or the bot. Once the visitor is engaged, the exchange continues like a normal conversation in the inbox. Step by step 1. Open "Reach your customers → Campaigns" then the "Live chat" tab. 2. Click "+" (create a campaign) at the top right. 3. Fill in the Title (internal use) and the Message shown to the visitor. 4. Choose the relevant "Website" inbox. 5. In "Sent by", choose an agent or leave "Bot". 6. Enter the URL of the trigger page (it must start with http:// or https://). 7. Specify the "time spent on the page" in seconds before display. 8. Check "Trigger only during business hours" if needed and leave "Enabled" checked, then save. Good to know - The URL accepts wildcards: you can target a group of pages rather than just one. - The "Announcement" option shows the message as a simple announcement without opening a conversation. - If a change doesn't show up, it's often your website's cache (allow about 1 hour or clear the cache) — not a bug. - A chat campaign stays "ongoing" and can re-trigger as long as it's active.

Send an SMS campaign to your contacts

📍 Where to find it: Reach your customers → Campaigns → SMS → + An SMS campaign sends the same text message, all at once, to every contact carrying a label you choose. It's useful for following up with prospects or announcing an offer. How it works You select an SMS inbox, write the message, choose the audience by label and schedule the send date. Before sending, Madyis Hub calculates how many contacts are actually "eligible": as an anti-ban safeguard, only contacts who have consent or a prior exchange and who haven't replied STOP are contacted; the others are silently skipped. If no contact is eligible, the send is blocked and a message tells you so. Step by step 1. First connect an SMS inbox (see the Inboxes & channels category). 2. Open "Reach your customers → Campaigns" then the "SMS" tab. 3. Click "+" (create a campaign). 4. Enter a Title, then the Message (a character counter helps you stay short). 5. Choose the SMS inbox. 6. In "Audience", select one or more labels: the campaign will target the contacts carrying them. 7. Choose the send date and time (scheduling), then confirm. 8. Read the "eligible / excluded" summary shown before sending to know how many contacts will actually be contacted. Good to know - The audience = ALL contacts carrying the chosen label: check your labels before sending. - Anti-ban safeguard: contacts without consent, blocked, or who replied STOP are never texted. - An SMS campaign is one-off: it goes out a single time and does not re-trigger. - Depending on your country and operator, SMS may require pre-registration (e.g. ES/FR) on the telephony side.

Send a WhatsApp campaign (re-engage leads by label)

📍 Where to find it: Reach your customers → Campaigns → WhatsApp → + A WhatsApp campaign sends a WhatsApp-approved message template, all at once, to every contact carrying a chosen label. It's designed to re-engage prospects in a way that complies with Meta's rules. How it works You pick a WhatsApp inbox and then a template approved by WhatsApp; you can't write free-form text. The template's variables and media header need to be filled in. The audience is defined by label. Before launch, a window sums up how many contacts are eligible (opted in) and how many will be excluded, and asks you to attest that you have consent — a safeguard against getting your WhatsApp account banned. Step by step 1. First connect a WhatsApp inbox and get your templates approved on Meta's side. 2. Open "Reach your customers → Campaigns" then the "WhatsApp" tab. 3. Click "+" (create a campaign). 4. Enter a Title, choose the WhatsApp inbox, then select an approved template. 5. Fill in the template settings (text variables AND the header image if the template requires one). 6. Under "Audience", choose the label(s) of the contacts to re-engage. 7. Choose the send date and time. 8. Confirm: read the eligible/excluded summary and confirm the opt-in attestation to launch. Good to know - Header image REQUIRED when the template is of type IMAGE: without an image, WhatsApp rejects everything (error 132012) and the send silently goes out to 0. - The audience = ALL contacts carrying the label: an unsolicited send can get your WhatsApp account banned by Meta. - Only contacts with opt-in (consent or a prior exchange, excluding STOP) are actually contacted; the summary shows you who is excluded. - A WhatsApp campaign does not create a conversation per contact; use a variable like {{contact.name}} to personalize. - The WhatsApp tab may be hidden as long as the feature is not activated on your account.

Create a form (popup) to collect data on your website

📍 Where to find it: Reach your customers → Campaigns → Forms → Create a form A form is a window (popup) that appears on your website to collect information from visitors (name, email, phone, choices, etc.), separately from the chat window. Ideal for capturing leads or gathering feedback. How it works The form reuses the chat widget already installed on your website: no extra code or script to add. You build the form with a visual editor and a live preview, then it appears automatically to visitors based on the targeted page and a delay. Each response is saved and, if an email or phone is collected, a contact is created or found automatically. This is a Pro plan feature. Step by step 1. Open "Reach your customers → Campaigns" then the "Forms" tab. 2. Click "Create a form". 3. Choose the "Form" type (collecting responses). 4. Enter the Title, its size, an intro message, and choose the "Website" inbox. 5. Under "Questions", add your fields: text, text area, email, phone, dropdown, radio buttons or checkboxes; mark the required fields. 6. To link a field to the contact, use "Save as" (email, name or phone). 7. Set the position (center, corner, banner), the targeted page URL (optional = all pages) and the display delay in seconds. 8. Customize the submit button and the thank-you message, leave "Enabled" checked, then save. Good to know - No code to install: the form goes through the widget already present on your website. - An empty URL targets all pages; a URL entered on a "Website" inbox must start with http(s)://. - If a change doesn't show, it's usually your website's cache (service worker/PWA), not a bug. - Disabling the form or downgrading from the Pro plan immediately stops collection. - Use the live preview on the right to check the appearance before saving.

Customize your form's appearance (color, image, position)

📍 Where to find it: Reach your customers → Campaigns → Forms → Create a form → Appearance Before publishing a form, you can fine-tune its look: main color, header image, corner rounding, font, title size and position on the page. A live preview shows the exact result. How it works In the form editor, the "Appearance" block sets the color, the header image (uploaded from your computer), the rounding and the font. The "Position" setting places the popup in the center (with a darkened background), in a corner, or as a top/bottom banner. The right-hand column shows a preview faithful to the actual result on the website. Step by step 1. In a form's editor, open the "Appearance" block. 2. Choose the "Main color" (buttons and accents). 3. Upload a "Header image" if you wish (you can remove it later). 4. Set the "Corners" (rounding) and the "Font". 5. Set the "Title size" (small to very large). 6. Under "Position", choose center, bottom-right/bottom-left corner, or top/bottom banner. 7. Check the result in the preview on the right, then save. Good to know - The "Center" position darkens the rest of the page to draw attention; banners are more discreet. - A header image that's too tall gets cropped: prefer a wide, short banner. - The preview reflects the actual result produced by the widget on your website.

Show an announcement (popup with an action button) on your website

📍 Where to find it: Reach your customers → Campaigns → Forms → Create a form → "Announcement" type The "Announcement" mode shows a popup with no questions: just a title, a message and an action button (for example "Learn more") that leads to a URL of your choice. Perfect for highlighting a promo or an important page. How it works In the form editor, choosing the "Announcement" type replaces the questions editor with a simple action button (label + URL). The announcement collects no responses: it only serves to inform and redirect. Like forms, it appears through the widget already installed, based on the targeted page and the defined delay. Step by step 1. Open "Reach your customers → Campaigns → Forms" then "Create a form". 2. At the top, choose the "Announcement" type (instead of "Form"). 3. Enter the Title and the message to display. 4. In the "Action button" block, enter the button label and the destination URL. 5. Set the position, the targeted page URL and the display delay. 6. Leave "Enabled" checked, then save. Good to know - An announcement collects no data: there is therefore no associated responses page. - Without an action button, the announcement stays a simple informational message. - Reuse the appearance settings (color, image, position) just like for a form.

Automatically organize contacts from a form (pipeline stage + folder)

📍 Where to find it: Reach your customers → Campaigns → Forms → Create a form → Destination You can decide where each contact who fills in your form ends up: at a specific stage of your leads pipeline and/or in a contact folder. Everything happens automatically on submission. How it works The "Destination" block in the form editor offers a pipeline stage and a contact folder. When a visitor submits the form and a contact is created or found, Madyis Hub places them at the chosen stage and in the chosen folder. Placing a contact in a folder can also serve as a starting point for a Flow. You can create a new folder directly from this menu. Step by step 1. In a form's editor, open the "Destination" block. 2. Choose the pipeline "Stage" where to place new contacts (or leave it empty). 3. Choose an existing contact "Folder", or "New folder…" to create one. 4. If you create a folder, enter its name. 5. Save the form: each submission will now place the contact at this destination. Good to know - Routing is "best effort": even if it fails, the form response is still saved. - Placing contacts in a folder lets you then trigger a Flow (automatic follow-up). - Leave the destination empty if you only want to collect responses without sorting them.

View and export a form's responses (CSV)

📍 Where to find it: Reach your customers → Campaigns → Forms → (a form) → Responses All responses received through a form can be viewed in a table, with the associated contact, and downloaded as a CSV file to open them in Excel or Google Sheets. How it works From the forms list, each form shows its number of responses and a "Responses" button. The responses page displays a table (date, contact name, email, phone, then one column per question). The "Download" button exports everything in CSV format. This view is reserved for administrators and is part of the Pro plan. Step by step 1. Open "Reach your customers → Campaigns → Forms". 2. On the card of the form you want, click "Responses". 3. Browse the table: date, contact, email, phone and each response. 4. Click "Download" to export all responses as CSV. 5. Open the file in Excel or Google Sheets to make use of it. Good to know - Announcements (popups without questions) have no responses page. - If a visitor provided an email or a phone, their response is attached to a contact (created or found). - The download is disabled as long as no response has been received. - Viewing responses is part of the Pro plan, like creating forms.