Messaging & Campaigns
Learn how to communicate with clients effectively using Kayse AI's messaging and campaign tools.
Messenger
Overview
The Messenger is your unified inbox for all client communications:
- SMS text messages
- Email
- Chat from client portal
Sending Messages
- Open Messenger or a case's Communications tab
- Select a conversation
- Type your message
- Choose channel (SMS or Email)
- Click Send
Using Templates
Speed up responses with templates:
- Click the Templates icon
- Search or browse templates
- Select a template
- Variables auto-fill with client data
- Edit if needed
- Send
AI-Suggested Responses
Kayse AI can suggest responses:
- Client sends a message
- AI generates a draft response
- Review the suggestion
- Edit if needed
- Send or dismiss
Message Templates
Creating Templates
- Go to Settings → Message Templates
- Click Create Template
- Enter name and content
- Add variables like
- Save
Available Variables
| Variable | Description |
|---|
| Client's first name |
| Full name |
| Case type |
| Your company |
| Your phone |
Template Best Practices
- Keep SMS under 160 characters when possible
- Use personalization variables
- Include clear calls to action
- Test before using in campaigns
Campaigns
What Are Campaigns?
Campaigns let you reach multiple clients at once with:
- AI voice calls
- SMS messages
- Email
Creating a Campaign
- Go to Campaigns → Create Campaign
- Name your campaign
- Select a List to target
- Configure AI agent (for calls)
- Set up messages
- Schedule timing
- Activate
Campaign Types
| Type | Description |
|---|
| Voice | AI calls to clients |
| SMS | Text message campaigns |
| Multi-channel | Calls + messages combined |
Campaign Messages
Configure messages at different points:
| Timing | Purpose |
|---|
| Pre-call | Alert client before calling |
| Post-success | Follow up after successful call |
| Post-failed | Encourage callback if missed |
Scheduling
Set when campaigns run:
- Start and end dates
- Daily time windows (e.g., 9 AM - 5 PM)
- Days of week
- Timezone consideration
Monitoring Campaigns
Track progress in real-time:
- Calls made and connected
- Messages sent
- Success rates
- Individual call details
AI Voice Calls
How AI Calls Work
- AI places call to client
- AI follows your prompts and instructions
- AI can collect information, answer questions
- Call is recorded and transcribed
- Summary and analysis provided
Configuring AI Calls
Set up your AI agent with:
- Voice selection
- Welcome message
- Conversation prompts
- Knowledge base connections
- Transfer settings
Call Outcomes
| Outcome | Description |
|---|
| Successful | Connected and completed |
| Voicemail | Left voicemail message |
| No answer | Did not connect |
| Transferred | Handed off to human |
Frequently Asked Questions
Why isn't my SMS delivering?
Common reasons:
- Invalid phone number
- Client opted out
- Carrier issues
- Number type (landline can't receive SMS)
How do I stop a campaign?
Go to the campaign and click Pause. In-progress calls complete, but no new calls start.
Can clients opt out of messages?
Yes. Clients can reply STOP to opt out of SMS. They're automatically marked and won't receive automated messages.
How do I know if an email was opened?
Email tracking shows open and click status in the conversation view.
What's the best time to run campaigns?
Check your Analytics for success rate heatmaps showing your best performing days and times.
Help Center Articles