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Getting started

Two possible causes:
  1. The Marketing Suite isn’t enabled on your restaurant. Contact us to activate it.
  2. Your account lacks the permissions. You need at least Read marketing segments or Read marketing campaigns, granted in Settings → Collaborators.
A segment is who — a saved, reusable list of customers built from rules. A campaign is what and when — one message sent to one segment at one moment.One segment can feed as many campaigns as you like.
No. Email campaigns work on their own. WhatsApp is an extra channel that requires a connected, active WhatsApp integration and templates approved by Meta.

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Segments

It’s still a Draft. Open it and click Publish — only published segments can be used by a campaign.
Your rules are too narrow, or they contradict each other. Check:
  • are all the conditions inside an AND group, when some should be OR?
  • did you set the Channel to Email while most of your customers only have a phone number?
  • is a date rule pointing at a period with no activity?
Remove rules one at a time until the count moves — that shows you which one is doing the damage.
No. A campaign locks onto the segment version published at launch. Editing (and even republishing) the segment afterwards affects future campaigns only.
There’s no duplicate button today. Create a new segment and rebuild the rules — or use the AI editor to regenerate them from a description.
Archive takes the segment out of circulation but keeps it and its version history. Delete removes it permanently. Archive when in doubt.

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Campaigns and sending

No. The channel is locked at creation. Create a new campaign for the other channel — you can reuse the same segment.
Campaigns only accept marketing templates:
  • Email — the template must be of type Marketing campaign.
  • WhatsApp — the template must be in the Marketing stream, with the status Approved and synced with Meta.
If you’ve just created it, click Refresh templates on the campaign form.
Usually one of three things:
  1. The monthly quota is reached — the quota card is amber.
  2. You’re missing the English WhatsApp template while your audience contains non-French recipients — a red alert says how many.
  3. You lack the Launch/Pause permission.
Open the report, search for them in the recipients table and read their status:
  • Excluded — they have an active suppression (unsubscribed, bounced, complained).
  • Unreachable — no email address, or no phone number.
  • Failed — the provider rejected it; the Error column says why.
  • Skipped with a frequency-cap reason — they’d already had 3 marketing messages in the last 7 days.
No. The audience is frozen at launch, on purpose — it’s what makes the report meaningful. Create a second campaign for the newcomers.
A safety rail fired. Either the quota ran out, or the complaint / hard-bounce rate crossed its threshold. See Quota & deliverability. Fix the cause, then Resume.

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Reporting

Email open tracking relies on an invisible pixel. Mail clients that block images never register an open; ones that pre-load images register opens nobody made. Treat it as a trend, not a measurement — and steer by clicks, replies and conversions.
A booking counts if the customer books within 7 days of receiving the campaign. If they clicked a tracked link first, it’s recorded as click-attributed; otherwise send-attributed. Both count as conversions.
Not from the Marketing Suite today. You can filter and browse the recipients table in the app, and export reservations from Settings → Integrations → Export.
Reply tracking only exists for WhatsApp, where an inbound message within 7 days of the send counts as a reply. Email replies go to your mailbox and aren’t tracked.

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Unsubscribes and compliance

Not from the Marketing Suite. The suppression is a deliberate one-way guard. Ask the customer to opt in again through your usual channel.
Never. They’re removed from every segment before any other rule is applied — the preview shows a Blacklisted contacts excluded badge as a reminder.

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Still stuck?

Contact us

Message the EatNow team on WhatsApp — give us the campaign name and what you expected to happen.