> ## Documentation Index
> Fetch the complete documentation index at: https://docs.eat-now.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Marketing FAQ

> Quick answers to the questions that come up most often about segments, campaigns, sending and reporting.

## Getting started

<AccordionGroup>
  <Accordion title="I don't see the Marketing entry in the sidebar">
    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**.
  </Accordion>

  <Accordion title="What's the difference between a segment and a campaign?">
    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.
  </Accordion>

  <Accordion title="Do I need WhatsApp to use the Marketing Suite?">
    No. Email campaigns work on their own. WhatsApp is an extra channel that requires a connected, active [WhatsApp integration](/whatsapp/onboarding) and templates approved by Meta.
  </Accordion>
</AccordionGroup>

## Segments

<AccordionGroup>
  <Accordion title="My segment doesn't appear in the campaign dropdown">
    It's still a **Draft**. Open it and click **Publish** — only published segments can be used by a campaign.
  </Accordion>

  <Accordion title="The preview says 0 contacts">
    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.
  </Accordion>

  <Accordion title="I edited my segment — do my running campaigns change?">
    No. A campaign locks onto the segment **version** published at launch. Editing (and even republishing) the segment afterwards affects future campaigns only.
  </Accordion>

  <Accordion title="Can I duplicate a segment?">
    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.
  </Accordion>

  <Accordion title="What's the difference between Archive and Delete?">
    **Archive** takes the segment out of circulation but keeps it and its version history. **Delete** removes it permanently. Archive when in doubt.
  </Accordion>
</AccordionGroup>

## Campaigns and sending

<AccordionGroup>
  <Accordion title="Can I change the channel of an existing campaign?">
    No. The channel is locked at creation. Create a new campaign for the other channel — you can reuse the same segment.
  </Accordion>

  <Accordion title="My template doesn't appear in the dropdown">
    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.
  </Accordion>

  <Accordion title="The Launch now button is greyed out">
    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.**
  </Accordion>

  <Accordion title="Someone in my segment didn't receive the message">
    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.
  </Accordion>

  <Accordion title="Can I add people to a campaign that's already running?">
    No. The audience is frozen at launch, on purpose — it's what makes the report meaningful. Create a second campaign for the newcomers.
  </Accordion>

  <Accordion title="My campaign paused on its own">
    A safety rail fired. Either the quota ran out, or the complaint / hard-bounce rate crossed its threshold. See [Quota & deliverability](/marketing/deliverability#automatic-safety-rails). Fix the cause, then **Resume**.
  </Accordion>
</AccordionGroup>

## Reporting

<AccordionGroup>
  <Accordion title="Why is my open rate so low (or so high)?">
    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**.
  </Accordion>

  <Accordion title="How is a conversion attributed to my campaign?">
    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.
  </Accordion>

  <Accordion title="Can I export the report?">
    Not from the Marketing Suite today. You can filter and browse the recipients table in the app, and export reservations from **Settings → Integrations → Export**.
  </Accordion>

  <Accordion title="The Replied column is always empty on my email campaign">
    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.
  </Accordion>
</AccordionGroup>

## Unsubscribes and compliance

<AccordionGroup>
  <Accordion title="Do I have to add an unsubscribe link?">
    No — EatNow adds one to every marketing email automatically, and deliberately excludes it from click tracking.
  </Accordion>

  <Accordion title="A customer unsubscribed by mistake, can I put them back?">
    Not from the Marketing Suite. The suppression is a deliberate one-way guard. Ask the customer to opt in again through your usual channel.
  </Accordion>

  <Accordion title="Are blacklisted customers ever contacted?">
    Never. They're removed from every segment before any other rule is applied — the preview shows a `Blacklisted contacts excluded` badge as a reminder.
  </Accordion>
</AccordionGroup>

## Still stuck?

<Card title="Contact us" icon="message-circle" href="https://wa.me/33651435435">
  Message the EatNow team on WhatsApp — give us the campaign name and what you expected to happen.
</Card>