How to Run WhatsApp Marketing Campaigns

WhatsApp Orders = transactional (catalog, cart, kitchen, Utility templates like `order_confirmed`).

WhatsApp Marketing = promotional broadcasts using Marketing category templates only.

They share:

• One connected WABA (`org_whatsapp_config`)
• One contact table (`inbox_contacts`)

They do not share consent: a completed order is not marketing opt-in.

Navigate: Dashboard → Marketing → WhatsApp (requires WhatsApp Commerce add-on today).

Risk: spam reports or blocks on Marketing throttle the entire WABA, including order notifications. Start with small tests and clean lists.

POPIA requires specific marketing consent — log who, when, wording, and source.

Marketing → Audience shows contacts with marketing eligibility:

• Opted in when `marketing_opted_in_at` is newer than `marketing_opted_out_at`
• Record sources: checkout checkbox, YES reply, staff manual, CSV import, web form

Staff manual opt-in: use Audience → add/opt-in (manager role).

Opt-out export: download suppressed numbers for audit.

Important: consent is org-scoped. Admins must select the client org that owns the WABA before recording opt-ins (not the partner lab org).

Test-send allow-list: opted-in contacts or org operational numbers (contact phone, kitchen notify IDs) — not arbitrary staff mobiles.

Customers can reply STOP, UNSUBSCRIBE, or use the marketing opt-out quick reply.

ProfilePilot detects whole-message STOP before commerce handlers — “stop the onions” in an active order is not treated as marketing opt-out.

After STOP:

• Set `marketing_opted_out_at` on the contact
• Never send Marketing templates to that number again
• Opt-out always wins over prior opt-in

Utility order updates may still send when appropriate (they are not Marketing templates).

ProfilePilot does not replace WhatsApp Manager template authoring.

Workflow:

1. Create/edit template in WhatsApp Manager on the client WABA (category MARKETING for promos).
2. Wait for APPROVED status.
3. In ProfilePilot: Marketing → WhatsApp → Sync templates.

Sendable kinds (V1): default (body + optional image header + URL button), carousel (2–10 cards, Sprint 5), flow (opens a Flow — see Flows guide).

Do not put promotional copy in Utility templates — Meta will reject or pause them.

Utility library names for Orders (`order_confirmed`, etc.) must exist on each client WABA separately.

Marketing → WhatsApp → New campaign:

1. Pick an APPROVED Marketing template.
2. Choose audience (all eligible opt-ins or a saved segment).
3. Fill template variables (body, header media, button URL suffix).
4. Schedule or send now.

Paced sending: large lists send via background worker with Meta rate-limit retries (HTTP 429 / error 4).

Carousel campaigns: upload 2–10 card images to WhatsApp media ids (public HTTPS URLs). Static button URLs leave the ProfilePilot click-tracking suffix blank unless you use dynamic `https://profilepilotapp.com/r/{{1}}`.

Flow template button: Marketing sends a `flow_token` only — ProfilePilot builds `pp.v1.<payload>`. Template in Manager must use Flow starts with → Network request (not “Pre-defined screen”). See *How to Set Up WhatsApp Flows Checkout*.

Test send (campaign composer or admin test route): recipient must be opted-in or an org operational number.

Click tracking: ProfilePilot short links use `/r/<code>`. The template URL button in Manager must be dynamic: `https://profilepilotapp.com/r/{{1}}` — Meta’s “use link tracking” tick alone does not populate PP stats.

Campaign detail shows sent/delivered/read/failed and click counts.

555 utility-only numbers (partner lab) accept template API calls but fail Marketing delivery — use the client Test WABA for Marketing QA.

Monitor quality rating and messaging limits in WhatsApp Manager (1k → 10k → 100k tiers).