Creating a Multi-Message Campaign

      Creating a Multi-Message Campaign

        Article summary


        SMS & Email
        Supported plans

        Free, Growth, Prime, Powerhouse, Enterprise

        eCommerce Platform

        Shopify, Shopify Plus

        Multi-message campaigns let you automate a series of SMS and email messages over time or based on subscriber actions. You can personalize the messaging journey depending on whether subscribers clicked, opened, or made a purchase from previous messages. Robust segmentation and detailed analytics help you understand and optimize your campaign performance, step by step.

        In this article, you’ll learn how to set up and send a multi-message campaign.

        How it works

        With multi-message campaigns, you can send multi-step, multi-channel campaigns, with the option to condition and create tailored journeys based on the following: 

        • If customers clicked the previous message
        • If customers purchased from the campaign
        • If customers belong to a specific segment, for example, Loyalty members vs. non-Loyalty members

        Creating a multi-message campaign

        To create a multi-message campaign:

        1. In your Yotpo SMS & Email main menu, go to Campaigns > My campaigns.
        2. Click Create campaign.
        3. Select Multi-message and click Create campaign. You’ll be taken to the multi-message campaign builder.
        4. Give your campaign a memorable name. You can update this at any time by clicking the edit (pencil) icon.

        Adding an audience

        Select the audience for the first message in the sequence. You’ll be able to narrow down this audience for messages sent later, but you won’t be able to add new audience members. For this reason, this initial audience should include everyone you want to receive a message at some point during the campaign.

        To add an audience:

        1. Select the audience you want to send the first message to. You can send it to:
          • All subscribers
          • SMS subscribers only
          • Email subscribers only
          • SMS and Email subscribers
          • A predefined audience. To learn how to create an audience, see Lists & Segments in Yotpo SMS & Email.
            Please note:
            To improve your email deliverability, customers who soft-bounced in the last 3 months will be skipped by default. You can adjust this period to 7 days or turn off the feature by unchecking the checkbox. This option is visible only if you have sent email campaigns or multi-message campaigns that include emails.
        2. Click Next.

        Adding a message

        To create the first message in the sequence:

        1. In the campaign builder, click the + icon and then click Add message.
        2. Choose if you want this message to be an SMS or Email, and click Next.
        3. Select the date and time when you want the message to be sent and click Next.
        4. Click Save under Create new message. A drawer will open, where you can edit the content of your message. 

        Editing message content

        After you’ve selected to create a new message, a drawer will open where you can edit the content of your message. You can edit the following:

        For SMS messages

        • Step name: Name the step or leave as is to be ordered numerically
        • Message content: Write the copy for your message
        • Include opt-out instructions: Keep this checked to ensure that your message is compliant
        • Message timing: Edit the date and time when the message will be sent
        Please note:

        If you select hours that coincide with your quiet hours settings and this affects more than 50 percent of your audience, you will be notified that those subscribers will receive the text message after the quiet hours period ends.

        When your text message is ready, click Save.

        If you’re new to SMS marketing campaigns in Yotpo, you can see some tips and tricks in the SMS campaign creation article.

        For emails

        • Step name: Name the step or leave as is to be ordered numerically
        • Email content
          • Email subject: Add a subject that will engage your recipients
          • Preview text (optional): Enter preview text that will appear after the subject line
        • Email preview
        • Message timing: Edit the date and time when the message will be sent

        When your email is ready, click Save.

        Splitting the audience

        At any point in your multi-message campaign, you can split your audience into segments, and target each group with a different, personalized message. For example, you can split it into Loyalty tiers such as Gold, Silver, and Bronze and then send each segment different discount codes.

        To split the audience:

        1. After selecting the recipients for the first message in the campaign, click the + icon and then click Split by audience.
        2. Choose the audiences you want to include.
        3. Optionally, select the audiences you want to exclude.
        4. Click Save

        Your audience will be split into two branches:

        • Left branch: Shows the audiences you selected to include and exclude
        • Right branch: All others, meaning all subscribers who are not included in the left branch segments

        If you want to refine the audience within that split further, click Add branch. This will add more branches to the left. You can have up to 6 branches in addition to the All others branch. 

        Please note:
        Subscribers who belong to more than one of the selected audiences will be included only in the first audience on the far left to avoid sending them multiple messages.

        To remove a split:

        1. In the campaign builder, click Split by audience.
        2.  Click the 3-dot menu and select Remove split.
        If there are messages within the split you want to remove, they will also be removed.

        Adding conditions

        You can define which audience members will receive your messages, based on how they interact with your campaign. For example, you might want to send your second message only to recipients who did not interact with your first message.

        To add a condition:

        1. After you’ve created your first message, you’ll see Split by condition when clicking the + icon. Select this option.
        2. Choose the condition you want to add. These include:
        • Clicked previous message: Recipients who clicked a link in the previous message in the sequence
        • Purchased from previous message: Recipients who purchased a product by clicking a link in the previous message in the sequence
        • Opened previous message (available only after an email step): Recipients who opened the previous email in the sequence

        Your campaign will now be split into two branches: the “Yes” branch, for recipients who met the condition, and the “No” branch, for recipients who did not meet the condition. Put simply, if you've selected "Clicked previous message", your audience will be divided into subscribers who clicked the previous message ('Yes') and those who received it but did not click it ('No').

        Configuring your settings

        Configure general settings for your multi-message campaign, including smart sending, your sender details, and the amount you’re willing to spend on this campaign.

        To access your general settings, click the Settings icon on the top-right corner.

        Audience optimization

        To further refine your audience, you can exclude subscribers who have made a purchase attributed to this campaign by checking the checkbox.

        Smart Sending
        Smart Sending prevents you from bombarding your subscribers with messages. When enabled, any contacts who recently received a message from your brand (not including this campaign) will be skipped. You can enable Smart Sending only for text messages, only for emails, or for both.

        To change the number of hours that should pass before sending another message, go to your General Settings > Compliance tab.

        Sender details
        Update the sender name, sender email, and reply-to email for this campaign.

        If you want to use a sender email that’s not on the list, you’ll need to add it in your Email Settings. To learn more, see Adding and Verifying Store Emails.

        Campaign spend limit
        You can cap the amount of money you’re willing to spend on this campaign. After you reach this limit, no further messages will be sent.

        Please note:

        Your spending limit must exceed the cost of sending the first message in the sequence. The exact cost will be determined once you’ve set up your campaign. If you don't have enough balance to cover it, we'll notify you to top up.

        Sending a test message

        We recommend you send a test for each of your text messages and emails to make sure everything looks good before sending it out to customers.

        You can send a test message from the campaign builder or from the message drawer.

        • To send a test message from the campaign builder, click the 3-dot menu and select Send test (for SMS) or Send test email (for email). Enter the relevant mobile number or email address, and click Send.


        • To send a test message from the drawer, in the top-right corner, click Send test (for SMS) or Send test email (for email). Enter the relevant mobile number or email address, and click Send.

        Launching your campaign

        When you’ve finished building and testing your campaign, click Launch campaign. You'll see a summary of the campaign's setup, including the expected cost of the first message.

        Please note:

        After you launch, you’ll be notified if you have enough funds to send the campaign. You’ll need at least the cost of the first step in order to schedule the campaign. To avoid running out of credits while a campaign is in progress, we recommend enabling auto-reload.

        Analyzing your campaign

        After you’ve sent your campaign, you can view its progress and performance.

        To view the campaign performance:

        1. In your Yotpo SMS & Email main menu, go to Campaigns > My Campaigns.
        2. Identify your campaign from the campaign list and click See analytics. You’ll be directed to your Campaign Analytics page:
          • To the left, you’ll find a diagram of your campaign with a summary of the performance per step. Click on any step to access detailed analytics and preview the message content.
          • To the right, you have the Campaign overview.  To open a drawer with all the metrics, click View aggregated analytics. There you can analyze the performance per channel by selecting SMS or Email from the Channel drop-down menu in the top-right corner.

        To learn more about Campaign Analytics, see:


        Where can I see the full cost of my multi-message campaign?
        Because multi-message campaigns target dynamic audience segments, the final number of recipients who will receive each message is only calculated when you send the campaign. For this reason, we can only estimate the cost of the first step.

        Can I send messages to recipients in their time zone?
        Due to the need for a time interval between each message, and the complexity of scheduling a sequence of messages to many recipients simultaneously, we do not allow sending messages according to the recipient’s time zone.

        If I set up a campaign that includes both email subscribers and SMS subscribers, will subscribers who are not on both lists still receive both text messages and emails? 

        Each subscriber will receive messages only from the channel(s) that they are registered to.

        Are there any limitations?
        While this feature is still in beta, some functionality is still not available. This includes the following:

        • Sending discounts
        • A/B testing
        • (For SMS steps) AI copy assistant, SMS templates picker, and suggested sending time

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