Marketing

Initiate communication with your customers through the powerful and user-friendly marketing feature of Ulka Chat.

Overview

Marketing in Ulka Chat enables you to proactively reach out to customers, send targeted messages, run campaigns, and engage with your audience across multiple channels. Use marketing features to nurture leads, promote products, send announcements, and maintain customer relationships.

Campaigns

Creating Campaigns

Create marketing campaigns to send targeted messages to customers.

1. Navigate to Marketing > Campaigns from the main menu
2. Click Create Campaign
3. Configure campaign:
   • Campaign Name: Name your campaign
   • Campaign Type: Choose type (Announcement, Promotional, Newsletter, etc.)
   • Target Audience: Select segments or tags
   • Channel: Choose channel (Chat, Email, Social Media, All)
   • Schedule: Send immediately or schedule for later
4. Click Next to continue

Campaign Messages

Create and customize campaign messages.

Message Editor:

1. In campaign creation, go to Message step
2. Use the message editor to create your message:
   • Text: Type your message content
   • Formatting: Use markdown for formatting
   • Variables: Insert personalization variables (e.g., {name}, {company})
   • Rich Media: Add images, links, buttons
3. Preview message with sample data
4. Click Next to continue

Message Types:

• Text Messages: Simple text messages
• Rich Messages: Messages with images, buttons, cards
• Templates: Use pre-designed message templates

Personalization Variables:

Use variables to personalize messages:

• {name}: Customer name
• {company}: Company name
• {email}: Email address
• {tag}: Custom tag value
• {property}: Custom property value

Targeting Audience

Target specific customer segments for campaigns.

Select Target Audience:

1. In campaign creation, go to Audience step
2. Choose targeting method:
   • All Contacts: Send to all contacts
   • Segments: Send to specific segments
   • Tags: Send to contacts with specific tags
   • Properties: Send to contacts matching property values
   • Custom Filter: Create custom filter
3. Preview audience size
4. Click Next to continue

Audience Filters:

Filter audience by:

• Tags
• Custom properties
• Recent activity
• Conversation history

Scheduling Campaigns

Schedule campaigns to send at optimal times.

1. In campaign creation, go to Schedule step
2. Choose send time:
   • Send Immediately: Send now
   • Schedule: Schedule for specific date and time
   • Recurring: Send on recurring schedule (daily, weekly, monthly)
3. Select timezone
4. Click Next to continue

Best Times to Send:

• Business hours for your timezone
• Avoid early morning and late night
• Consider customer timezones
• Test different times for optimal engagement

Previewing and Testing Campaigns

Preview and test campaigns before sending.

1. In campaign creation, go to Preview step
2. Preview message with sample data
3. Check audience size and estimated delivery
4. Send test message to yourself (optional)
5. Review campaign summary
6. Click Save Draft to save for later
7. Click Launch Campaign to send

Managing Campaigns

View and manage all campaigns.

Campaign List:

1. Go to Marketing > Campaigns
2. View all campaigns:
   • Active: Currently running campaigns
   • Scheduled: Upcoming campaigns
   • Completed: Finished campaigns
   • Drafts: Saved but not sent campaigns

Campaign Actions:

• View: View campaign details and performance
• Edit: Edit campaign (only if not sent)
• Duplicate: Copy campaign for reuse
• Pause: Pause active campaign
• Resume: Resume paused campaign
• Delete: Delete campaign (only if not sent)

Campaign Analytics

Track campaign performance and engagement.

View Campaign Analytics:

1. Go to Marketing > Campaigns
2. Click on a campaign name
3. View analytics:
   • Sent: Number of messages sent
   • Delivered: Number of messages delivered
   • Opened: Number of messages opened (if applicable)
   • Clicked: Number of clicks on links/buttons
   • Replied: Number of customer replies
   • Engagement Rate: Overall engagement percentage

Campaign Metrics:

• Delivery Rate: Percentage of messages delivered
• Open Rate: Percentage of messages opened
• Click-Through Rate: Percentage of clicks
• Reply Rate: Percentage of replies
• Conversion Rate: Percentage of conversions (if tracked)

Broadcasts

Creating Broadcasts

Send instant broadcasts to all or selected contacts.

1. Go to Marketing > Broadcasts
2. Click Create Broadcast
3. Configure:
   • Message: Type your message
   • Audience: Select target audience
   • Channel: Choose channel
4. Click Send Broadcast

Broadcasts vs Campaigns:

• Broadcasts: Quick messages sent immediately
• Campaigns: Planned, scheduled messages with analytics

Managing Broadcasts

View broadcast history and results.

1. Go to Marketing > Broadcasts
2. View all broadcasts with:
   • Sent date and time
   • Audience size
   • Delivery status
   • Engagement metrics

Message Templates

Creating Templates

Create reusable message templates for common messages.

1. Go to Marketing > Templates
2. Click Create Template
3. Configure:
   • Template Name: Name your template
   • Category: Categorize template (Welcome, Support, Sales, etc.)
   • Message: Create message content
   • Variables: Include personalization variables
4. Click Save

Template Categories:

• Welcome: Welcome messages for new customers
• Support: Common support messages
• Sales: Sales-related messages
• Announcements: Company announcements
• Promotions: Promotional messages
• Newsletters: Newsletter templates

Using Templates

Use templates in campaigns and conversations.

In Campaigns:

1. When creating a campaign, go to Message step
2. Click Use Template
3. Select a template
4. Customize as needed
5. Continue with campaign

In Conversations:

1. Open a conversation
2. Click Templates icon
3. Select a template
4. Personalize message
5. Send

Segmentation

Creating Segments

Create customer segments for targeted marketing.

1. Go to Marketing > Segments (or CRM > Segments)
2. Click Create Segment
3. Configure:
   • Segment Name: Name your segment
   • Description: Describe segment purpose
   • Criteria: Define segment criteria (tags, properties, activity)
4. Preview contacts matching criteria
5. Click Save

Common Segment Use Cases:

• VIP Customers: High-value customers
• Recent Customers: New customers (last 30 days)
• Inactive Customers: Customers with no recent activity
• Product Interest: Customers interested in specific products
• Location-Based: Customers in specific regions

Using Segments

Use segments in campaigns and broadcasts.

1. When creating a campaign or broadcast
2. Go to Audience step
3. Select Segments
4. Choose segments to target
5. Continue with campaign/broadcast

Automated Marketing Workflows

Setting Up Automated Campaigns

Create automated marketing workflows that trigger based on events.

1. Go to Marketing > Automated Workflows
2. Click Create Workflow
3. Configure:
   • Trigger: Event that starts workflow (e.g., "New contact created", "Conversation resolved")
   • Conditions: Rules that must be met
   • Action: Marketing action to perform (send message, add to segment, etc.)
   • Delay: Optional delay before action
4. Test workflow
5. Click Save to enable

Common Automated Workflows:

• Welcome Series: Send welcome messages to new customers
• Re-engagement: Re-engage inactive customers
• Post-Purchase: Follow up after purchase
• Abandoned Cart: Remind customers about abandoned carts
• Milestone Celebrations: Celebrate customer milestones

See Workflow for detailed information about automation.

Best Practices

Campaign Creation

• Clear Objective: Define clear objective for each campaign
• Targeted Audience: Target specific segments for better engagement
• Personalization: Personalize messages with variables
• Clear Call-to-Action: Include clear call-to-action
• Test First: Send test messages before launching

Message Content

• Concise: Keep messages concise and focused
• Relevant: Ensure content is relevant to audience
• Valuable: Provide value to customers
• Professional: Maintain professional tone
• Mobile-Friendly: Ensure messages work on mobile

Timing

• Business Hours: Send during business hours
• Time Zones: Consider customer timezones
• Frequency: Don't send too frequently
• Opt-Out: Always include opt-out option

Compliance

• Permission: Only send to customers who opted in
• Opt-Out: Provide easy opt-out mechanism
• Privacy: Respect customer privacy
• GDPR: Comply with GDPR and other regulations

Analytics

• Track Performance: Monitor campaign performance
• A/B Testing: Test different messages and timing
• Optimize: Use data to improve campaigns
• Learn: Learn from successful and failed campaigns

Support

Need help with Marketing features? Visit our Help Center (opens in a new tab) or contact support@ulka.chat.