A campaign sends one email to everyone in a customer segment who can receive marketing, then shows how many were sent, how many unsubscribed, and the orders those customers placed in the following week. It respects every unsubscribe automatically.
Before you start
- Campaigns are available when your plan includes Email campaigns. Your plan sets how many campaign emails you can send each month (Campaign emails a month). The same allowance covers emails sent by Automations and Follow-ups.
- Everyone in the company can open Campaigns and read the results. Only owners and administrators can create, test, send, pause and cancel campaigns.
- A campaign goes to a segment, so create the segment first. Segments are saved filters of your contacts, such as "bought at least twice" or "no order for 90 days". See Contacts.
Write a campaign
- In the sidebar, select Campaigns, then New campaign.
- Fill the form:
| Field | What to enter |
|---|---|
| Campaign name | For your team only, up to 120 characters. Customers don't see it. |
| Segment | One of your active segments. |
| Subject | Up to 150 characters. |
| Message | Plain text, up to 5,000 characters. Leave a blank line between paragraphs. Write {name} where the customer's name should appear. |
| Reply address | A real mailbox of your company. Replies go there. |
| Your postal address | 5 to 200 characters. It is printed at the bottom of every email, as the law in many countries requires. |
- Select Save. The campaign opens as a Draft.
While it is a draft, the campaign page says how many customers it will reach and how many in the segment are left out because they have no email address or don't want marketing. Select Edit to change it.
When your plan includes AI assistant, owners and administrators can also fill Describe the campaign on the Campaigns page and select Write a draft. See AI assistant.
Test and send
- Select Send me a test. The email goes only to your own address, with "[Test]" before the subject. Read it as your customers will.
- When it is right, select Send campaign.
The status changes to Sending, and the emails go out in batches of up to 100 a minute. Who receives it is worked out again before each batch: someone who unsubscribes or is erased while the campaign is sending doesn't receive it.
| Button | When | What it does |
|---|---|---|
| Pause | Sending | Stops after the email in progress. Nothing is lost. |
| Resume | Paused | Continues where it stopped. |
| Cancel campaign | Draft, Sending or Paused | Ends the campaign for good. Emails already sent stay sent. |
Once a campaign has started, it can't be edited.
Who receives it
A customer receives the campaign when they are in the segment at the time of sending, have an email address, have not opted out of marketing and have not been erased. If any contact with the same email address opted out, even an archived one, that address receives nothing.
Every email carries an unsubscribe link. It opens a confirmation page first, because some mail programs open links on their own, and the customer confirms with Unsubscribe. From then on the contact is marked as not wanting marketing, and no campaign, rule or follow-up email reaches them. Unsubscribing works even if your company's plan has ended.
Read the results
After sending starts, the campaign page shows:
- Audience: how many it was going to reach when you started.
- Sent, Failed and Unsubscribed.
- Orders within 7 days: store orders with a sale status placed by people who received it, from the start of sending until 7 days after it finished, with the total for each currency.
The orders show timing, not proof that the email caused them. A customer who would have ordered anyway is counted too.
Good to know
- No open or click tracking. Emails contain no hidden images and links are not rewritten, so there are no open or click rates.
- Plain text only. Images and formatting are not supported, and a customer's name can't inject a link or image into the email.
- One campaign at a time. If two campaigns are sending, the one started first finishes before the next begins.
- Automatic pauses. A campaign pauses itself, with a note on its page, when emails fail three times in a row (check the mail provider, then resume), when the monthly allowance is used up, or when campaigns are no longer in your plan. It resumes where it stopped when you select Resume.
- Starting checks the allowance. If the audience is larger than what is left of this month's allowance, the campaign doesn't start.
- Archived segment. If the segment is archived while the campaign is sending, the campaign ends.
- Duplicates. Two contacts with the same email address may each receive it. Merge duplicates to avoid this.
- The Campaigns page lists the 50 most recent campaigns.
- Not available: scheduling for later, A/B tests, visual templates, handling of bounces and complaints from the mail provider, and campaigns over WhatsApp. For WhatsApp, see WhatsApp.
Troubleshooting
"A campaign goes to a segment. Create one first." You have no active segment. Create one from Contacts.
"Nobody in this segment can receive it." Nobody in the segment has an email address and allows marketing.
"The email could not be sent. Check the mail settings." The test email failed. Try again later. If it keeps failing, contact support.
The campaign shows "Paused because emails kept failing." The mail provider refused three emails in a row. Resume once the problem is fixed. The failed emails are counted as Failed and not sent twice.
Last updated 2026-11-08