Choosing a campaign type

The Campaigns menu holds three tools that look similar and behave very differently. Picking the wrong one is the most common reason a campaign underperforms — or never sends at all.

Where to find it

Dashboard → Growth → Campaigns — Admin, Co-Admin

The three tools

Tool	What it sends	Who it reaches	When it sends
Promotion	A voucher, issued to one named customer at a time	An audience you define now	Once, when you run it
Autopilot	A voucher, issued to one named customer at a time	Whoever matches a behavioural trigger	Continuously, on its own
Broadcast	A message — no offer attached unless you write one in	A filtered slice of your customer base	Once, now or scheduled

The dividing line that matters: Promotion and Autopilot issue vouchers; Broadcast sends messages. A voucher is bound to one customer, has its own code, and is tracked from delivered → accepted → redeemed. A broadcast is delivered and read, and that is all it can tell you.

Which one do I want?

• “Tell everyone about the new menu.” → Broadcast.
• “Get the regulars who stopped coming back.” → Autopilot, using the Lapsed Customer trigger, so it keeps working after you stop thinking about it.
• “Give my top 50 customers something for the holiday.” → Promotion.
• “Welcome every new signup with something.” → Autopilot, using the New Customer Welcome trigger.
• “One public code anyone can type in.” → Not a campaign at all — that is a Coupons.

Vouchers convert better than announcements

The same discount performs noticeably better issued as a personal voucher than announced in a broadcast, because the customer sees their own name and their own code. Use Broadcast for news, and a voucher campaign whenever there is an offer attached.

Before your first campaign

Three things have to be in place, and the third is the one that catches people out.

1. A messaging channel that works. Vouchers and broadcasts both go out over SMS, email or push. If none is configured, nothing sends.

2. Voucher settings. Vouchers are switched on in Dashboard → Settings → Configuration → Brand (/settings/settings/brand-settings), which is also where the default voucher validity and the per-customer monthly offer cap live.

3. The right per-purpose flag on your messaging integration. Each SMS, email or push integration carries separate switches for what it is allowed to send — Order Notification, Broadcast, Marketing Autopilot and others — under Dashboard → Settings → Integrations → Plugin Config (/configuration/integrations/integration/list).

   An integration enabled for order notifications but not for Marketing Autopilot will deliver every receipt and never a single voucher. This is the single most common cause of “my campaigns never send”.

Watching campaigns run

Voucher campaigns keep running after you close the tab, so they come with their own monitoring, shared by Promotion and Autopilot:

Page	Route	Use it to
Campaign Health Dashboard	/configuration/voucher-campaign/health	Confirm campaigns are firing and delivering normally
Pending Triggers	/configuration/voucher-campaign/pending-triggers	See matches that are queued but not yet sent
Voucher Trigger Diagnostics	/configuration/voucher-campaign/diagnostics	Work out why one specific customer did or didn’t get an offer

Check the health dashboard after launching anything new, then weekly once your campaigns are steady.

Related: Marketing Promotions · Marketing Autopilot · Broadcast · Coupons