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At the end of this page, replies to your campaign land in a conversation that starts at the gambit you chose.
A campaign reply entering the flow at the selected entry gambit, or at the agent's default entry point when the Entry Gambit field is empty, both continuing the same conversation.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
  • You have a campaign draft in the builder. See Create a campaign.
  • The campaign’s WhatsApp number is connected to the agent that should handle replies.

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Route replies into a flow

1

Confirm the agent assigned to the campaign's WhatsApp number

That agent answers the replies. See Connect WhatsApp.
2

In the campaign builder, open Reply Handling

The section holds one control, the Entry Gambit combobox.
3

Select the gambit where replies enter

The reply conversation starts at that gambit instead of the flow’s normal beginning.
When an end user replies, the conversation starts at that gambit. The reply itself does not answer the first question of the Entry Gambit. The end user’s next message answers it, and the reply is kept in trigger.userMessage.

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When Entry Gambit is empty

Leaving Entry Gambit empty still routes the reply into the flow. The conversation then starts at the agent’s default entry point rather than at a campaign-specific gambit. Set an Entry Gambit when the campaign message invites a response your flow must pick up at a specific place.

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The reply window

A reply is attributed to the campaign only inside 72 hours of the campaign creating the delivery. The delivery must also have the status sent, delivered, or read. Only the first reply is attributed, because that reply sets the delivery to replied. Later messages from the end user continue the same conversation. A reply that is not attributed is a normal conversation message, and it does not enter at the Entry Gambit. Tars matches the reply to the delivery whether the recipient number was stored with a leading plus sign or without one.

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When a conversation is already running

An attributed reply always starts a new conversation if the end user already has an active conversation with the agent. Tars closes the running conversation as abandoned, and the campaign conversation replaces it. This also happens while a human agent is in control. The human agent is released from the conversation. The closed conversation shows the event Continued in a new conversation in the Activity tab. A human agent cannot reopen the closed conversation while its replacement is still open. See Watch conversations.

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Use campaign data in the reply conversation

Binding a campaign reply writes two variable namespaces into the conversation.
  • url holds the template parameter values that were sent to that recipient.
  • trigger holds campaignId, campaignName, campaignMode, templateName, templateLanguage, requestId, and deliveryId.
  • trigger.userMessage holds the reply that started the conversation. For a typed reply it is the text. For a tapped template button it is the button label.
Your flow can therefore reference what the campaign sent, such as an order number or an offer name. See Variables for the syntax. Tars also inserts the template message the campaign sent into the conversation, as an earlier message from the agent. It is rendered from the stored template presentation, with that recipient’s parameter values in place. A human agent watching the conversation therefore sees what the end user is replying to. The insert is deduplicated by provider message id, so it appears once. Campaign funnels appear on the Goals page without any setup in the campaign builder. See Goals.

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Verify

Send the campaign to a small test segment that includes your own WhatsApp number. Reply to the message and confirm the conversation starts at the gambit you selected.