Plan your first campaign

Choose the audience

Start narrow. Abandoned checkouts from the last day, or customers who ordered a hero SKU once, are easier to debug than your entire list.

Build or import audiences under Audience and Lists & segments. Campaigns reference those lists—do not paste one-off spreadsheets for recurring programs.

Name the audience clearly in the builder so Calls and Analytics stay readable later. “Abandoned checkout · 24h · US” beats “Test list 3”.

Exclude contacts with do-not-call flags or recent opt-outs. Dial Dragon persists stop requests from calls and profiles—your audience should respect them.

State the goal

Write one sentence the rep can aim at: recover this cart, confirm reorder timing, or explain a launch offer. The goal drives objection handling and whether a follow-up text is appropriate.

• Recovery: text the checkout link when the shopper agrees.
• Education: answer product questions without pushing a code.
• Win-back: reference last purchase when it helps the conversation.

Anchor on real products

Tie the campaign to Shopify line items or catalog SKUs where possible. The rep should describe what is in the cart or what the customer bought—not generic placeholders.

If you sell variants with different fit or ingredients, mention that in campaign notes or store profile product facts so the rep does not guess.

Run a test call

Before activating to customers, place a test call to your own phone from the campaign or flow builder when that option is available. Listen for disclosure, pacing, and whether profile facts sound natural.

Adjust store profile or goal copy if the rep hedges or repeats itself. Small wording changes in the builder often matter more than adding discount steps.

Decide on offer rules

If you enable offer escalation, set the maximum step you are willing to grant and when the ladder stops. Leave offers disabled when your goal is service or education only.

Match codes in Shopify to what you configure in the builder so the rep never promises a discount you cannot honor.

Set the calling window

Pick local timezone behavior and hours that respect your customers. Calls queue outside the window instead of dialing at night.

Pair the window with retry rules you are comfortable with. Fewer attempts reduce cost; more attempts increase reach.

Document the window in your team wiki so support knows when customers might receive calls. Consistency builds trust when shoppers call back.

Campaign or automation?

Use a Campaign when you want a one-time or scheduled push to a list. Use Flows when the trigger is a store event such as checkout abandoned or days since last order.

Automations are built in Flows even though marketing copy refers to them as automations. The sidebar label stays Flows—look there for event-driven programs.

Pick a success metric

Before activation, decide what good looks like for two weeks: answer rate, attributed orders, or cost per attributed order using Analytics.

Use the pricing estimator on the marketing site to sanity-check connected-minute cost against attributed revenue—not as a revenue promise.

1. Draft the campaign and run a test call to yourself.
2. Activate to a small audience slice if your builder supports it.
3. Review Calls daily for the first week, then weekly once stable.

Compare calling cost to attributed revenue in Analytics after two weeks. If cost climbs without orders, tighten audience or offers before scaling spend.

Save a screenshot of your builder settings when you activate. It helps you remember which audience and window produced a given result.

Share the goal sentence with anyone who edits store profile facts so messaging stays aligned across calls.

Keep a living doc of audiences you tried, the window you used, and the outcome. Future campaigns copy proven slices instead of reinventing lists.