Say something useful at the right moment.
Announcements deliver important information to selected customers. Campaigns use configured audience and behavior rules to invite a timely conversation. They have different lifecycles and measurement ledgers.
SUP-1042 Delivery address change Website
SUP-1038 Question about a plan Website
SUP-1033 Product availability Mobile
SUP-1029 Account access question Website
SUP-1037 Support queue Assigned
SUP-1034 Billing question Waiting
SUP-1027 Mobile app question Assigned
SUP-1031 Maya · Delivery request Agent
SUP-1024 Sam · Account question Agent
SUP-1019 Jordan · Plan question Agent
Alex 10:24 AM
Hi, can you help me update my delivery address?
Maya 10:25 AM
I can help. Please share your order reference so I can check the options.
Alex 10:26 AM
Thanks. The reference is AZ-2048.
A merchant can explain a service change or offer help while a visitor is exploring, without treating every visitor or impression as a sale.
How it works.
Follow the implemented workflow from the first action to the next.
Choose the message and audience
Create a notice or campaign, select customers or a segment, preview eligibility and set the placement or trigger.
Schedule and respect boundaries
Publish now or schedule. Campaigns enforce frequency caps, suppression and opt-out; notices can require acknowledgement.
Read the result
Separate ledgers count delivered/read/acknowledged notices and eligible/impression/engaged campaign interactions.
Built around the work.
Announcements
Inbox, banner and critical modal placements have read, acknowledgement and dismissal actions.
Campaigns
Page, session, returning and time-on-page triggers can invite a chat; accepting starts a real routed conversation.
Audience controls
Manual and dynamic segments, scheduled windows, caps and suppression limit who sees what.
Make it work for your team.
- Choose notice priority, placement, audience, schedule and expiry.
- Choose campaign trigger, page/segment targeting, frequency cap and suppression rules.
- Inspect recipient/interaction ledgers and tenant-scoped analytics.
Know what to expect.
- An impression is not a conversion, and an associated goal is not proof the message caused a sale.
- A campaign can be suppressed during an active chat, cooldown, opt-out or other configured conditions.
- This is customer widget engagement; real external push channels have separate provider gates.
Two messages with different jobs
Illustrative: a maintenance notice asks affected customers to acknowledge an update. Separately, a visitor on a help page sees one capped invitation to ask the Support team a question.
The details matter.
How is an announcement different from a campaign?＋
An announcement shares selected information and tracks delivery/read/acknowledgement. A campaign is a rule-triggered invitation and tracks impressions, engagement and chat starts.
Will every eligible visitor see a campaign?＋
Not necessarily. Frequency caps, cooldown, opt-out, active-chat suppression and timing can prevent a display.
Make every conversation easier to carry forward.
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