Charles

Customer Intents

Need help? Check out our product guides to learn how to use the charles platform.

Product Guides

Collect subscribers at multiple touchpoints to grow your WhatsApp channel.

Chat-ins

Easily add website pop-ups and bubbles to capture website visitors with our no-code solutions.

Website visitors

Connect your shop system to add a box to collect phone numbers after a customer orders, so you can contact them via WhatsApp in the future.

After checkout

Already got a large email subscriber base? Bring them smoothly into WhatsApp using a WA.ME link.

Email subscribers

Adding a WA.ME link to your Instagram (or any of your social media) is a great way to get more of your customers into WhatsApp.

How to convert Instagram followers into WhatsApp subscribers

—> Learn how to gain to new WhatsApp subscribers easily letting them text you via a link of a QR code

How to create a WA.ME link Chat-in

Newsletter Pop-Up

Learn how to organise your feed of conversations with your customers.

Organising your chats

There are a few different ways you can interact with your customers in real time. Learn how below.

Interacting through the feed

When chatting with customers you may find yourself needing to update their information. In this guide, we’ll show you where and how.

Editing contact information

Create a bubble that can appear anywhere on your web shop.

Chat-in bubbles

Bring users from Facebook and Instagram Ads directly into WhatsApp

Click-to-WhatsApp Ads

Manage subscriptions in Charles: collect your customers' consent and use it to create personalized segments.

Managing charles subscribers

Campaigns

Create campaigns

Through Publish options you have 2 different ways to send your campaign - straight away or scheduled in the future.

Sending a campaign

With **always-on campaigns** you can reach out to your customers on dates that are significant to them, you and both.

Always-on campaigns

Learn how to use the Campaigns dashboard to prepare, organize, schedule and analyze your campaigns and insights.

Campaign dashboard

Campaign scheduling lets you do exactly that - schedule your campaigns so you can catch your customers outside of office hours.

Scheduling campaigns

Wake up sleeping customers with an automatic WhatsApp campaign to those who haven’t purchased in the last few months.

Win-back campaigns

Remind customers to restock on beauty, pet food and more with automatic reminders set at intervals of your choosing.

Replenishment reminders

Birthday campaigns

How to send a Campaign

Carousel Template

Learn how you can avoid negative template ratings, and how to create better campaigns.

How to use an opt-out button in a campaign

Create WhatsApp campaigns. Get creative and watch your engagement skyrocket 🚀

Journeys

Learn how to get started using Journeys to automate your WhatsApp marketing and service conversations.

Getting started with Journeys

Everything you need to know to build your first flow!

Navigate the flow canvas

The **catch-all trigger** gives you another, more automated, option for responding to customers.

Catch-all trigger

Discover what settings are available within your flows.

Flow settings

Track your flow performance, interactions and revenue to continually optimize your flows.

Journeys analytics

Storing responses of your customers

Getting Started

Journeys overview

Automate conversations and campaigns, while collecting more customer data.

Learn about each node, how to use it and what’s possible.

Node glossary

Every flow starts with a trigger. Here we’ll outline how each one works.

Trigger

The send message node is a templated message and can only be sent within the 24-hour message window.

Send message

The Send update node lets you send an update template message.

Send update

Add tags across the flow which you can used later on to segment your audiences for future flows and campaigns.

Manage tags

The condition node is a powerful tool to segment the customers going through your flow based on specific criteria.

Condition node

Add a time delay between messages to humanize the flow or reactivate customers after purchasing - days, weeks or even months later.

Wait/delay

You can use Journeys to learn more about your contacts while they’re opting in so you can send more relevant messages later on.

Manage subscribers

Easily connect your flow with external APIs.

Outgoing webhook node

Trigger other message-trigger flows based on your customers actions.

Trigger flow

Keen to start experimenting with your flows? The Random split node lets you do just that.

Random split

The Define Variable Node lets you create custom variable with incoming data payloads using Shopify's Liquid Template Language

Define Variable Node

Learn how to update profiles with the update contact node in Journeys

Update contact node

Node Glossary

With Audiences, you can build powerful segments to target your customers better.

Audiences

Learn how to contacts are created in charles and how to navigate the All Contacts page.

All contacts

Collect and store your subscribers birthdays to send them a recurring Birthday campaigns.

Collecting birthdays

Learn how to build a dynamic audience segment or list.

Segments & lists

Once you’ve created your segment or list, you can split your contacts into multiple lists for A/B testing or different campaigns.

Follow the steps below to import your contacts into Audiences

How to import contacts into Audiences

Check out how to manage your contacts and create powerful segments to target your customers better.

Contact management overview

Shopify order-based segmentation rules

Learn how you can use charles to chat with your subscribers in real-time with Conversations.

Chatting in charles

Conversations are 24-hour message threads between you and your customers.

Conversation types

Learn how to create and use templates when chatting to customers.

Chat templates

It’s a good idea to automate the response to common questions (like return processes) to free up your time and resources.

Trigger a flow from the feed

For Journeys’ flows, you can individually set their visibility in Conversations.

Settings: chats and flows

Message template rejection

Manage WhatsApp chats across teams in a sales-focused contact center.

Conversations

Track the results of your campaigns on the campaign details page. Check metrics like conversion rate, generated revenue and more…

Campaign analytics

Revenue numbers are crucial, we get that. Track your total generated revenue and revenue per conversation on the revenue metrics dashboard.

Revenue metrics

The Conversation analytics dashboard gives you a snapshot of your agent activity to help you stay on top of agent performance.

Conversations analytics

Track how many Chatouts you’re agents are creating and their conversion on the Sales analytics dashboard.

Sales analytics

View and export your data to explore your analytics or transfer to other systems.

Report hub

Optimize and maximize your WhatsApp performance.

Tracking and Analytics

Use our native @Chat-in bubbles, @Newsletter popup and @After checkout widgets in any storefront with our Custom Storefront app.

Integrating custom storefronts

Contact stitching is designed to take any incoming external user and find or create a contact for it in charles.

Contact stitching

Integrations overview

Supercharge WhatsApp for your business by tracking performance and optimising your campaigns for maximum revenue.

Google Analytics Integration (GA 4)

Install the Hubspot integration

This guide will help you create or update contact in your charles account using our API. The following instructions will walk you through the process step-by-step.

Contact API

Starting reaching your customers where their friends are by setting up the WhatsApp integration.

WhatsApp integration

This articles aims at explaining how to integrate with Bloomreach engagement to cover the most important marketing cases.

Integrating with Bloomreach Engagement

Integrating with Salesforce

Integrating with Braze

Bring more data into charles for better, more personalized WhatsApp marketing

Integrations

Learn how to integrate Klaviyo to sync properties and events from charles to Klaviyo and triggering charles flows when Klaviyo events occur.

Getting started: Install the Klaviyo  integration

How to set up the Klaviyo Webhook Trigger

This how to guide explains how you can import Segments and Lists from Klaviyo to use them for segmentation in WhatsApp flows and campaigns.

How to import Klaviyo Segments and Lists

This guide shows you how you can sync contact properties to Klaviyo.

How to set up Contact Property Sync with Klaviyo

Check and grow your synced Klaviyo contacts

Send an email to your Klaviyo contacts who have not yet subscribed to your WhatsApp channel.

Invite email subscribers to opt in for WhatsApp

Add a WhatsApp touchpoint to your abandoned cart flow for a sense of urgency or FOMO to encourage engagement.

How to set up an Abandoned cart flow using the Klaviyo Webhook Trigger

Collect WhatsApp subscribers from your existing Klaviyo contents and trigger a double opt-in flow to ensure GDPR-compliancy.

How to create a double opt-in flow

How to collect WhatsApp subscribers with Klaviyo Forms

How to set up the Engagement and Opt-in event sync to Klaviyo

Here you find the payloads of the Klaviyo metrics and other technical details.

Technical reference: Klaviyo Metric events

How to set up the Klaviyo metric trigger

This how-to guide explains how to upgrade to our enhanced Klaviyo integration if you were using the charles Klaviyo integration before.

Upgrade the Klaviyo integration

Klaviyo

Get started using the charles x Emarsys integration by first configuring the integrations.

Emarsys integration

Reach your customers on WhatsApp on their special day.

Emarsys: Birthday Campaign

How to test your Emarsys automation

This article explains how you can add WhatsApp messages to your product-based tactics. For example: Back-in-stock, Price Drop, Low in stock.

Emarsys: Set up WhatsApp flows for product-based automations

This guide explains how to import contacts from a Emarsys segment into charles together with a field that can be used for segmenting the audience on charles.

Creating WhatsApp campaigns using Emarsys segments

All articles related to the charles x Emarsys integration

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Shopify integration

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WooCommerce integration

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Shopware 5 integration

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Shopware 6 integration

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Shop systems

Zendesk integration

Gorgias integration

Freshdesk integration

Customer service

This guide provides an overview of the product feed integration feature. This feature enables seamless integration of product data into marketing flows, enhancing personalization and engagement in WhatsApp campaigns.

Importing product data

Articles for file-based imports. For example for contacts or products.

Imports

Inviting agents

Custom properties lets you create fields that collect and store information (e.g. from Journeys flows and integrations).