Campaigns, audiences and ads

Use Unified campaigns to reach an audience through WhatsApp, email or both. In Audiences, save groups to reuse. In Ads, follow where your recovered sales came from.

Unified campaigns and reusable audiences are Growth plan features for ecommerce stores. Email sending also requires an email add-on subscription and a verified sender. See Plans and billing.

Create a unified campaign

Open Unified campaigns and select New campaign.
Name the campaign. Choose a Saved audience, build a New audience or start with Suggestions.
Select WhatsApp, Email or both. No channel is selected for you. Check how many people can receive through each one.
Choose how the channels work together and select Create draft.
Complete Audience and channels, Messages, When and Review.

An audience can include people eligible for both channels, only one or neither. People who cannot receive through a channel are not sent messages through it. The list counts people, even when the same person can receive WhatsApp and email.

Prepare the messages

For WhatsApp, choose the connected number and an approved template. Check the text, media, buttons and Default values: these apply only when the person’s information is missing.

For Email, choose a template and review the subject, preheader, message and button. Include cart products adds up to three products with a photo, name and price. If the person has no cart matching the audience, this block is omitted. The store footer and unsubscribe link are included in the email.

Use View as someone in the audience and Update preview to check personalization. Without choosing a person, you can review the default values.

Before confirming, use Send test:

For WhatsApp, enter your number with its country code as directed on screen.
For email, the test goes only to your account’s verified sign-in email.
Check each channel’s result separately. An accepted test may not yet be delivered. If the outcome is unconfirmed, check whether it arrived before trying again.

Tests do not count in campaign figures. WhatsApp tests may have a cost; the estimate appears with the result.

Choose how the channels work together

Option	How it works
Send through selected channels	Each channel sends to eligible people from the chosen time, at its own pace. Messages do not necessarily arrive together.
WhatsApp, with email as backup	For people eligible for both channels, tries WhatsApp first and uses email only after a definitive failure reported by WhatsApp.
Email, with a WhatsApp follow-up	For people eligible for both channels, sends email first and evaluates a WhatsApp follow-up after your chosen wait.

Select both channels to use backup or follow-up. People eligible for just one channel follow the normal schedule for that channel, without waiting for the other. Removing a channel from the draft resets the combination to Send through selected channels.

Email backup: the definitive failure must have occurred within 48 hours of the respective WhatsApp attempt, while the backup is still open. The time reported by WhatsApp is what counts, even if the confirmation arrives later. A closed backup is never reopened. Each attempt has its own window. A missing reply, missing delivery confirmation or pending message does not release the email. Pausing the campaign does not restart this window. A failure before attempting the send does not release the backup either.

WhatsApp follow-up: choose a wait of 4, 24 or 48 hours. It starts when the sending service accepts each person’s email, rather than when you confirm the campaign. A recognized human click on the email’s commercial links, a purchase or a WhatsApp opt-out prevents the follow-up. A definitive email bounce or rejection may release it earlier, with the same checks.

Identified automated clicks and unsubscribe-link clicks do not count as commercial interaction for follow-up. Automated-click detection is not perfect. Purchases, contact preferences and sending conditions are checked again before releasing a backup or follow-up.

Schedule, review and authorize

Under When, choose As soon as confirmed or Schedule. Check the date, time and store timezone.
Under Review, select Recalculate and review. Check the audience, channel counts, who joined or left and the Ceiling and estimated cost.
Authorize the selected channels, WhatsApp ceiling and any necessary extra email blocks. Then select Confirm campaign.

The ceiling includes everyone eligible for each channel, including possible backup or follow-up sends. Actual usage may be lower. Amounts in different currencies appear separately. Email shares its allowance with recovery: extra blocks are added automatically when needed and billed on the next invoice. See how billing works.

Confirmation starts Preparing campaign. The list is prepared before sending. If the audience or message changes during review or preparation, the campaign may return to draft so you can review and authorize it again.

After preparation, the campaign keeps the list fixed at confirmation. Later changes to the saved audience or customer profiles do not add people to the campaign. Contact preferences and sending conditions continue to apply.

Follow, pause or cancel

Open the campaign to follow its status and notices. Channels follow their own sending pace; a campaign may wait for capacity or need your attention.

When WhatsApp is waiting for Meta conversation capacity, email can continue. WhatsApp resumes automatically when capacity becomes available. If the campaign stops because of a subscription issue or the trial limit, resolve the issue and click Resume. Wait for the request to be checked before treating sending as resumed.

Pause stops upcoming sends across the campaign’s channels. Use Resume to continue with the same list, subject to current conditions.
Reschedule is available before sending starts and keeps the same list.
Cancel campaign ends pending and waiting sends. You can also request cancellation during preparation. Wait for Canceled status; a notice that the request was received does not yet confirm cancellation.

Sends already in progress may finish, and messages already sent cannot be recalled. Acceptance by the sending service does not guarantee delivery or a read.

Respect contact preferences

A request to stop on WhatsApp stops that channel. Unsubscribing through an email link stops your store’s emails, including recovery and campaigns. A manual block can cover WhatsApp, email or both. Existing blocks covering all channels remain in place.

The campaign also lets you exclude people already in another active campaign. The Didn’t get a recent campaign filter is optional, starts off and considers both channels when enabled.

Save and reuse audiences

Open Audiences and select Create audience, or start with a suggestion.
Choose who to reach, such as people who abandoned a cart, purchased or have no recorded purchase. Refine the filters to suit your goal.
Check the number of people, available channels and sample.
Name the audience and select Save audience.

The 7, 30 and 90 day periods are rolling: reusing the rules counts the days before the new query. With Pick dates, the interval stays on the dates you set. Counts may change before confirmation.

Choosing a saved audience for a campaign copies its filters. Later edits to the saved audience do not change that draft or confirmed campaigns’ lists. An audience used in a scheduled or ongoing campaign must no longer be in use before you can delete it.

Read campaign results

Open Results in the campaign list. The People funnel shows the fixed list, recorded reads or opens, clicks and buyers. A person who receives through both channels remains one person in the total.

Under Channels side by side, compare acceptance, delivery, reads, replies, clicks and failures. The same people may appear in both channels; do not add these counts as if they were different people.

Compare groups and create another audience

The Both channels, WhatsApp only, Email only and No recorded interaction groups divide the list by recorded interactions. WhatsApp uses reads, clicks or replies; email uses opens or clicks. You can also view Clicked without purchasing.

To reuse a group, select Create audience, name it and save. This selection is fixed: later events do not change who belongs to the saved group. You can add filters to narrow it. To expand beyond those people, explicitly use Remove group restriction and review the new audience. Channel sending conditions still apply when you use this audience.

Understand purchases and attributed revenue

Buyers counts people who purchased within seven days of the first acceptance of a campaign message for each person, through any path. A later send through the other channel does not restart this window. Attributed orders and revenue shows sales credited to the campaign; one person can place several orders, and not every purchase by someone in the audience is credited to it.

Each order receives one source credit. For example, if recovery of the purchased cart takes priority, the person may count among campaign buyers while revenue is attributed to recovery. Within the campaign, channel credit considers the last valid commercial interaction before purchase; without one, it considers the last delivery, then the last acceptance.

Open a person’s name to view Person’s journey, including event times, channel signals, purchases and attribution. Order cancellations and refunds preserve history and remove reversed amounts from net revenue. Each currency is shown separately.

Broadcasts

In Broadcasts (in the GROW SALES menu), you send bulk WhatsApp messages to a chosen audience, using approved templates. When you open it, you see the History of past dispatches and sequences and two buttons:

New Dispatch - a message sent once to the audience.
New sequence - a ladder of several steps, each one a few days after the previous one (see Sequences below).

You need an approved template of the Campaign Dispatch type. If you don’t have one yet, Infynia tells you, and you create one on the WhatsApp Templates page.

Create a broadcast

Lead source

Choose where your audience comes from:

Upload spreadsheet - you upload a file with your contacts.
Existing customers - you build the audience from customers already in Infynia. Available for e-commerce stores.

Details (spreadsheet) or Audience (existing customers)

In Send from, choose the WhatsApp number that will send the messages. Numbers in the same account share the capacity shown on screen.

With a spreadsheet:

Drag and drop a CSV or TXT file (or select one from your computer), up to 20 MB and 50,000 rows.
Indicate which columns map to Name and WhatsApp and, if you want, to Open field.
Say whether the numbers already include the country code or whether Infynia should add it.

The count is an estimate: duplicate and blank numbers are dropped at send time, so the real total may be lower.

Open field is a variable some Campaign Dispatch templates have in their text - a phrase specific to each contact, such as a hook, a note or the product the person was looking at. To use it:

Create (or choose) a Campaign Dispatch template with the Open field variable in its text, and indicate here which column of your spreadsheet holds that text.
It only works with a spreadsheet audience. If you choose a template with Open field and an existing-customers audience, the wizard asks you to switch the template or send by spreadsheet.
The text is up to 120 characters, on a single line: longer texts are cut off and line breaks become spaces. It goes into the message exactly as written in the spreadsheet (unlike the Name field, which uses only the first name).
Contacts with this column blank are skipped - they don’t receive the message. When you map the columns, Infynia shows how many contacts will be skipped and how many texts will be cut, so you can fix the spreadsheet first.

With existing customers, the panel starts with one question: Who do you want to reach?

Option	Who’s included
Abandoned cart	People who didn’t finish or didn’t pay (including a PIX or boleto generated and not paid) and didn’t buy afterwards.
Purchased	People who made at least one paid purchase, including those recovered by Infynia.
No purchase on record	Contacts with no purchase recorded in Infynia - includes imported lists and people who abandoned a cart.
Whole base	Every contact with WhatsApp.

For Abandoned cart and Purchased, also choose the period (When they abandoned / When they bought): 7, 30 or 90 days, Any time or Pick dates.

Then use Refine (optional) to filter further. Only the refinements that make sense for your store and the chosen option appear:

Product - people who had, abandoned or bought certain products.
Created an order but didn’t pay - in Abandoned cart, shows only unpaid orders, by any payment method.
Checkout source - in Abandoned cart, when your store receives carts from more than one checkout.
Abandonment reason - the reason the AI identified in recovery conversations (for example, price, shipping or a discount request).
RFM profile - in Purchased: groups buyers by how recently they bought, how often and how much they spent, into profiles such as Champions, Loyal, Can’t Lose, Hibernating and Lost. You can view the profiles as a grid or a list.
Order shipping - in Purchased: Already shipped or Not shipped yet, based on tracking, out-for-delivery or delivery updates that reach Infynia. It only appears if your store sends order tracking to Infynia.
Ad campaign - which source, campaign or ad the cart came from, based on the ad link.
Chatted on WhatsApp - people who messaged the store in the last few days.
Didn’t get a recent campaign - removes people who received a campaign or sequence in the last few days, so you don’t repeat the contact.
Joined your base - when the contact was created in your base.
How they joined your base and Form answer - for stores that use lead forms.

Alongside (or at the bottom, on mobile), the result is always in view under Who will receive it: the number of contacts who will get the message. That number already excludes people who asked not to receive promotions, repeated numbers and the same customer registered twice. For Abandoned cart and Purchased, you also see the value at stake (In open carts or Value of these purchases) and the Avg cart value. Use View contacts to check the list and Start over to clear everything.

Sending pace (when needed)

After the audience, Sending pace appears when the forecast indicates that sending may extend beyond the first 24 hours. You can keep the current percentage and accept more gradual delivery.

Campaign share of shared capacity ranges from 50% to 100%. The initial recommendation is 50%; after that, the account’s saved default applies. Increasing the percentage may speed up the campaign, but leaves less room for recovery and other templates, which may have to wait. At 100%, no headroom remains for those other sends. This does not increase the account’s total limit. Ordinary AI replies do not use this template allowance.

The screen shows the average number of messages sent outside campaigns over the last seven complete days. In View usage and allowance details, check the days, timezone, and contacts reached by templates. The screen says if fewer days are known or history is unavailable. History guides your choice, but does not guarantee future demand or reserve capacity.

Without a percentage adjustment, the campaign follows the account default and future changes to it. An adjustment applies only to this campaign, including future steps if it is a sequence. Save this percentage as the default for this WhatsApp account starts unchecked. Only the owner or an administrator with campaign access can save the default. If you select it, the new default also applies to running campaigns that follow it and lead-form follow-ups. Campaigns with their own percentage keep their setting. They all share the same account usage.

Changes apply only when you confirm creation. Leaving the wizard does not change the default. The initial forecast assumes a start now and only the first send; scheduling and review update the estimate.

Template

Choose an approved Campaign Dispatch template. You can search by name or text and use Sort by (for example, Best conversion); each template shows the results of its past sends. A live preview shows the text, media and buttons as the customer will see them.

Link tracking (optional): turn on Track visits from this dispatch to add UTMs to the template’s link buttons and identify the visits and sales the dispatch generates. Fill in Source, Medium and Campaign (and, if you want, Content and Term) - you can insert dynamic values, such as the dispatch or template name. Links written in the message text aren’t changed. If the template uses a fixed link button, it doesn’t support tracking yet: use Create a compatible copy in Templates (the copy needs Meta’s approval).

Schedule

Choose Send now or Schedule for later, with a date and time. The screen shows which timezone the send will happen in.

Review

Give it a Dispatch name.
Check the number, percentage, updated forecast, and whether the adjustment applies only to this campaign or will also become the account default.
See the Cost estimate (WhatsApp cost, Infynia cost and Estimated total cost).
Tick the box that authorizes the cost.
Click Confirm and send (or Confirm and schedule).

Before sending, a final window shows your WhatsApp Account: name, number, status, quality, send rate and the Account limit (24h). The review also warns you when:

the audience is larger than the available capacity - This dispatch will go out gradually, with a completion forecast;
you’re on the free trial and the audience exceeds the shared contact allowance;
the account quality is medium or low - Account quality: reduce your volume.

Sequences

A sequence (or ladder) sends several steps to the same audience - for example, a three-message win-back. Click New sequence: the wizard is the same, but in the template step you build the Sequence steps:

one template per step;
in Send after (days), how many days after the previous step it goes out (step 1 goes out at the scheduled time);
Add step to chain more messages.

In the review, choose When to stop messaging someone: Stop when they buy again and/or Stop when they reply. If some contacts are already in another active sequence, Infynia warns you and lets you leave them out of this one. The cost shows as a ceiling: the most the ladder can cost, since the audience only shrinks along the steps - people who buy, reply or opt out don’t get the next steps and aren’t charged.

Confirm with Create sequence and send step 1 (or Schedule sequence). In the history, the sequence shows as Running, Needs a fix, Completed or Canceled. If it needs a fix (for example, because a template is no longer approved), swap that step’s template and click Save and resume - nothing is sent in the meantime. You can also add steps to a running sequence (confirming the new cost) or use Cancel sequence.

During and after sending

After you confirm, a progress screen shows live counts: Sent, Failed, Pending and Skipped. It also explains whether the dispatch is sending, waiting for capacity, waiting for your confirmation, or needs some action. When a reliable forecast exists, you see the next check and an estimated completion range. You can Cancel dispatch at any time - that ends the whole dispatch, including contacts who haven’t received it yet.

When it finishes, click View metrics to see:

the Sent, Delivered, Read, Replied and Converted indicators, and the Delivery Funnel;
Conversions: sales, revenue, conversion rate, spend and ROI;
Send errors, with details for each type. The Audience fatigue signal badge means Meta held messages back - avoid repeating the campaign to those contacts over the next few days;
the Send Timeline;
Results per lead, with status filters, each contact’s reply, the View conversation shortcut and Export CSV.

Actions available after sending:

Retry failed - tries again the messages that failed for a temporary reason, for up to 7 days from the start of sending. Each retry is a new send and is charged.
Resend to skipped (in the history) - creates a new dispatch just for the contacts that were left out and never received the message. It’s also charged as a new send.
Reschedule (in the history) - for a dispatch that hasn’t reached anyone yet, choose a new date and time. A sequence canceled before sending any message can go back on the schedule the same way, with Reactivate.

Change the default from WhatsApp Health

Open WhatsApp Health and find Campaign allowance on the number’s card.
Check the account and affected numbers, then click Edit allowance.
Adjust the percentage and check the history and impact warnings.
Click Save account default. The change applies to sends that follow that default, including those already running.

Restore recommended 50% prepares the adjustment; you still need to save. Cancel discards your changes. Campaigns with their own allowance appear separately and keep their setting, even if you lower the default. If someone changes the default while you edit, review the data before saving again. People who cannot edit can still view the allowance and history.

Rules and limits

Cost

Each message has a cost, charged per message. It adds a WhatsApp cost (which varies with the template category - utility or marketing - and the dollar exchange rate) and an Infynia fee. The estimated cost appears before sending and you need to authorize it.

Skipped contacts aren’t charged

Duplicate numbers are skipped.
People who are already in an open conversation are skipped.
Empty or invalid numbers are dropped.
People who asked not to receive promotions are skipped automatically, to protect your number.

Shared sending capacity

Capacity counts unique contacts reached by templates in the last 24 hours, along with sends already confirmed to use that capacity. Campaigns, recovery, and other templates from numbers in the same account share it. Multiple campaigns do not each receive an independent share.

If the audience does not fit in the available capacity, Infynia keeps the full audience and sends gradually. Sending continues automatically when there is room, and the screen shows a forecast when enough data is available. The estimate can change as other sends use the account. See also WhatsApp Templates and WhatsApp Health.

Lowering the percentage or cancelling a campaign does not erase usage from messages already sent or undo sends already confirmed for processing.

Pauses for the free trial or billing

Paused by free trial - during the free trial, the new-contact allowance is shared across the account’s sends. If it runs out mid-dispatch, the remaining contacts stay saved. When more allowance is available, click Resume sending and confirm.
Paused by billing - if the subscription payment fails, the dispatch is paused. After you settle the payment, confirm the restart with Resume sending. Messages that didn’t go out during the pause aren’t resent automatically.

Before resuming, check that the offer is still valid.

Conversions and ROI

A sale counts as a conversion when the contact makes a paid purchase within 7 days after the dispatch.
ROI compares the revenue from those purchases with the dispatch’s total spend: (revenue − spend) ÷ spend, shown as a multiplier.
These numbers appear after the dispatch finishes.

Instagram is not a channel for campaigns or broadcasts.

This is a report page - it sends nothing. It links your store’s sales to the ad that brought the customer - the source, campaign, ad set, and specific ad - and shows how much of that Infynia recovered. This is done from the tags (UTMs) the customer carried on their visit.

The page has two tabs: Sales sources and Infynia campaigns.

Sales sources

Set the Date range.
At the top, see how much Your ads brought in in sales, compared with the previous period.
In the table, each ad shows how much it Brought in, the Trend and a suggested Decision: Scale (growing and bringing high revenue), Attention (money comes in but it’s leaking - for example, a lot of abandonment for one reason), Review (check whether the spend pays off) or Steady. With little volume, Not enough data shows instead. When abandonment is concentrated on one reason, there’s a shortcut to send to those carts.
The Untagged row adds up sales with no identified source. Use Fix tracking or the Generate UTM button to create standardized UTM parameters to paste into your ads manager.
Drill down into a source and then a campaign to see sales, trend, Recommended actions, abandonment reasons, the campaigns, ad sets and ads (with the Sales or Recovery view) and the Creatives. Use Send to create a dispatch for the customers in that slice.

Data only appears when visitors arrive carrying tags (UTMs) from your ads. Without them, the sale shows as Untagged or direct traffic.

Infynia campaigns

This tab shows the performance of your own broadcasts and sequences: delivery (sent, delivered and read), Link opens, Converted buyers, Attributed revenue and the UTM used. Purchases count when they happen within 7 days after the send; if two campaigns reached the same person in that period, the purchase may show in both. Link opens are totals and may include repeats and automatic previews. Click View dispatch details to open the full metrics.