Creating WhatsApp Campaign

WhatsApp Campaign is an engagement method that helps enterprises and brands reach their target customers through WhatsApp, building strong relations and increasing sales.


Creating WhatsApp Campaign

  • From the Dashboard navigation menu, click Campaigns, and navigate to Submitted Campaign, Draft Campaign, or Sent Campaign.
  • Click on Create Campaign at the top right corner of the page and select WhatsApp as the channel type.
  • Enter your Campaign Name. The limit of the campaign name is 100 characters.
  • Click the drop-down list to select what WhatsApp channel (WABA number) you would like to use to send the campaign as your Sender.
  • Click +Select WhatsApp Template to select a WhatsApp Template. You can check our detailed guide for the WhatsApp Templates.
  • You can filter the template list by selecting one or multiple template types from the dropdown list.
  • You can also click Sync to update the templates available for you to choose from.


  • Only the approved templates will be displayed in the “Select Template” pop-up window.
  • Click Next.


  • Before you create a WhatsApp Campaign, ensure you already have a 360dialog WhatsApp source and connect it to a WhatsApp channel in CINNOX.
  • After clicking Next, you are on the Select Recipients and Edit Template Variables page.

Adding WhatsApp Campaign Recipients


Option A: Manually Input All Variables

  • Type and select your target recipients' phone numbers in the recipients text field.


  • You may also click Select from Contacts on the right corner of the page.


  • Select a contact with a phone number from your Contact List that will pop up.
  • Click Confirm.


If your Salesforce Contacts are synced in your CINNOX Service, you can select from your Salesforce Contacts to send the WhatsApp Campaign.



  • You have to fill in all variable fields under the Header, Body and Button sections, subject to your selected templates. Clicking on +Insert Link, you can insert the Web link and the Number as the required variables.


  • If the selected template contains media type in the Head, please enter the URL of the media file to the field. Or you can click Upload File to upload the required file.


There is no limit to the number of variables set in message templates.


Known Limitations

  • The variables do not support new lines, tabs and more than 4 consecutive spaces.
  • The file size should be smaller than 5 MB for an image, 16 MB for a video and 100 MB for a document (PDF).
  • The variable fields cannot be blank.
  • The Header supports:
    • Text
    • Media type and file format:
    • Video: MP4 and 3GPP
    • Audio: AAC, MP4, AMR, MPEG and OGG
    • Image: JPEG, PNG
    • Document: PDF
  • You are only allowed to upload a file or insert a URL of the media types mentioned above in the Header field.
  • The URL must end with a file type. For example, if the media type is an image, the URL format should be "https://xxx.jpeg".
  • Shortened URLs are not supported.

For more information about variable format, please refer to the Meta Developers WhatsApp - Media Details.


Option B: Import a CSV

  • On the Select Recipients and Edit Template Variables page, click Import Recipients & Variables.


  • On the Import Recipients & Variables pop-up window that will appear, click the CSV sample file to download a spreadsheet template.


  • Open the spreadsheet template, which should contain Recipients and Variable name columns. Please DO NOT change the column header name, and must fill in all information to each column.


  • In the Recipients Number column, add the phone numbers of your target recipients. Make sure to include the country codes before the numbers.


  • You can add up to 10,000 records to the spreadsheet as long as the file size does not exceed 5MB.


  • Once all columns are ready, save the file and upload it to CINNOX by dragging and dropping it on the designated box in the pop-up window. CINNOX will then validate the uploaded file and create an error log if there are invalid records.
  • You may also upload the file by clicking Browse and selecting the file from its location.
  • When some records fail to import, please refer to the subsection Handling Invalid Records in the section Creating SMS Standard Campaign.




  • Please add "+" in front of the recipient phone numbers when you add them to the excel file.


  • After the filled CSV file is successfully uploaded, the recipients' phone numbers and variables are displayed on the page.
  • The Header and body fields are automatically filled but not editable.
  • The message preview is shown on the right-hand side of the screen.
  • You can click Clear to delete the imported CSV file. You can also click Download Details to save the uploaded CSV file for your reference.
  • Click Next.


  • After clicking Next, you will be redirected to the Schedule page.

Scheduling a Campaign

  • Click the drop-down menu and select the Timezone, which is preset to UTC+08:00.
  • Select the Sending Options:
    • One-off
    • Every Day
    • Every Week
    • Every Month
  • Set the date the campaign will be sent, which is preset to the current date.
  • Set the time the campaign will be sent, which is preset to the nearest 30 minutes of the current time.
  • Click Send for Approval for the approver to approve your created campaign.


  • You can also click Save as Draft to save the campaign you are creating as a draft campaign. Thus, this campaign will be moved to the Draft Campaign list.


Sending a Campaign for Approval

  • After your schedule setting and clicking Send for Approval, on the Select Approver pop-up window that will appear, select the staff member required to approve your campaign.
  • Click Select. A CINNOXBot message and an email will be sent to the selected approver, alerting them about the campaign pending approval.


  • If the campaign creator is also the assigned approver, CINNOX will automatically approve the campaigns they create.
  • The Administrator, Manager, Leader or any custom role with the approval permission is assigned to approve the campaigns to be sent out.


After finishing all steps for creating an SMS or WhatsApp Campaign, the campaign is successfully submitted and displayed on the Submitted Campaign page.