Question

Answer

My audience on the home screen differs to the audience seen via the tab "Audiences". Can you give some insights on how often the data on the home screen is being synched?

Meta information (WhatsApp status) is synced every 6 hours. The other data is synced in real-time.

If it’s looking a little weird, please reach out to your success manager.

Will individual voucher codes per customer also possible to be added for e.g. a birthday campaign?

Right now, it’s not possible. Basically, we would recommend creating a code that looks super unique for the customer and is only usable once per customer within, let’s say, a year.

Moving foward we’re thinking of how we can really make it even more personalized and provide unique discount codes.

We’ve passed this feedback onto our Product Team 😊

Hey, how is the best way to combine the whatsapp birthday campaign and the e-mail campaign? What do you think?

Good question because we often have this conversation around when and what channel we should send these messages out.

Do we want to send it out through every channel or how do we actually want to approach it? Especially for clients who are using Klaviyo as their CRM automation tool.

There are some really cool ways to do it. With Klaviyo, you can set a flow that would check if someone hasn’t opened the birthday email and if not, send it via WhatsApp. Another approach is to send it on both channels – email & WhatsApp. Because it’s a birthday, so it should be special!

(Always-on campaigns) Does it re-check all the segment rules still apply before every re-send?

Yes, we do a check before it’s send out. So, for example if someone’s birthday would be today but they’ve opted out → they wouldn’t receive the message.

Will there be dynamic split segments instead of having static lists after Splitting?

Not at the moment, but we’ve passed on this feedback to our Product Team.

Can you define what „synced“ means? It’s not „subscribed“?

Synced means they are synced between charles and an external tool like Shopify or Klaviyo (based on an identifier like telephone number or email).

how can we increase synched subscribers if we are connecting charles to shopify? when cookies are rejected by customers, can charles sync these subcribers ?

Basically, for example, you have a telephone option within your checkout. It can be optional.

So if this is, for example, stored, and a person has opted in at some point, we can sync these contacts and actually also see the order data for that specific contact. There are also many different ways to increase it.

I would recommend reaching to your success manager. It depends on the different situations you're facing, what you're currently doing, but we have ideas how we can actually increase it.

i have received various statements regarding voice messages, so i wanted to find out again whether it is generally possible to use voice messages via whatsapp business or not?

Voice notes we know from conversations with friends. It’s not the same functionality, but similar. What you can do is send an audio file.

It’s possible to record yourself on voice memo and then share that. It’s already the right format. It’s super easy, and the experience itself isn’t dissimilar.

For a flow with several messages (which do not necessarily contain a discount): Where can I clearly see which message in the flow causes how many conversions/unsubscribes etc.?

We shipped a new feature a few weeks ago that tracks the opt-out rate for campaigns but it’s not currently possible for flows. More valuable feedback we’ll share with the Product Team 🙂

Subscribers means double opt in contacts in this case? (Home screen, Synced Subscribers)

Subscriber in the context of Home means: - Has at least one Opt-in (Whether it is a double opt-in or not depends on how the you’ve set it up. Usually all Opt-ins are double Opt-ins excelt for Thank you Page Opt-ins)

How can i make sure that the customer is not receiving the abandonded cart message on whatsapp and on klaviyo at the same time? :)

We’re receiving the trigger directly from Shopify. What you could do is build a check within Klaviyo to check if someone has a charles opt-in or not.

Everyone who doesn’t have a charles opt-in will continue getting abandoned cart emails and everyone with a charles opt-in will get a WhatsApp.

Revenue Dashboard: What is the problem if no number is displayed for synced subscribers?

No numbers for synced subscribers: - Either no contact synced

- Either no store integrated

- Either several stores integrated (we currently only support one). But we’re updating this

- If contacts are synced and only one store integrated it could be a little issue so please reach out to the CPX team.

Or, try and refresh the page 😅