Click a campaign card on the Drip campaigns page to open its builder. This is where you write the messages, choose how customers get in, and see who is enrolled. For the list page, starter templates and permissions, see Setting up Drip Campaign sequences.
The top of the page
You'll see the campaign name, a status pill (Draft, Active, Paused or Archived), and its description. Under that:
- Trigger: how customers join, with a plain-English summary such as "90 days since last completed appointment".
- Exit on reply: Yes or No.
- Purpose: Marketing or Customer care.
- Edit details: opens the details panel.
On the right are Activate (or Pause when it's live) and Archive. Activate stays off until the campaign has at least one step. Archiving also takes everyone still enrolled out of the campaign.
Four numbers sit below: Active, Completed, Replied + exited and Reply rate. Reply rate is the replies as a share of enrollments that are no longer active, so treat it as a rough signal.
Adding and editing steps
Click Add step (or Add your first step). For each step choose:
- Channel: SMS or EMAIL.
- Wait (days): from 0 to 365. A first step set to 0 reads "Send immediately on enroll".
- Subject: email only.
- Body: the message text, up to 4,000 characters.
The body can use the merge tags {{firstName}}, {{shopName}} and {{appointmentDate}}. Click Add step to save.
Timing: the first step waits from the moment the customer is enrolled. Each later step waits from when the previous message was actually sent.
Each step shows its number, channel and wait. Use the up and down arrows to reorder, Edit to change it, and the bin icon to delete it (you'll be asked to confirm).
Choosing the trigger
Click Edit details, then pick a Trigger:
- Manual enroll: no automatic enrollment.
- Status change: choose an Entity (Customer (new), Appointment, Quote or Invoice), a To status such as COMPLETED, and a Lookback (hours) window, 24 by default. Status values are case-sensitive. For a new customer, it fires when one is created within the window.
- No-visit days: enter the days since last completed appointment (90 by default).
- Segment add: pick a Segment, such as Quiet 90+ days. Customers join when they newly match it.
Automatic triggers are checked about once an hour. A trigger that isn't fully set up shows "not configured — will never auto-enroll" in the summary. The Save details button stays off for an incomplete Status change.
On the web, the Drip page has no button to enroll a single customer, so customers enter through their trigger.
Purpose and exit on reply
Under Purpose, choose how the messages are classed:
- Marketing: promotions and offers. Texts need marketing consent and respect opt-outs.
- Customer care: service, appointment, payment and review messages. They send even if the customer opted out of marketing, though STOP still applies.
Pick Marketing for anything promotional. See Texting rules: consent, STOP and quiet hours.
The Exit on reply switch takes a customer out of the campaign when they reply to any step. New campaigns have it on.
Watching enrollments
The Recent enrollments list shows each customer, which step they're on, and their status: Active, Completed, Replied — exited, Manually exited or Error. Active customers also show their next send date. An error shows the reason underneath.
Click Exit next to an active customer to remove them. They show as Manually exited.
Things to know
- Steps are sent on a check that runs about every 15 minutes, so a message lands shortly after it comes due.
- Texts can be held for quiet hours, and marketing texts are limited per phone number per day.
- If a send fails, SalesThumb retries about an hour later, for up to a day, before skipping that step.
- Creating and editing campaigns needs the permission to manage automations.
Frequently asked questions
Q: Why is the Activate button greyed out?
A: A campaign needs at least one step before it can be activated. Click Add your first step.
Q: What does Wait (days) mean on later steps?
A: It counts from when the previous message was actually sent. On the first step it counts from the moment the customer is enrolled.
Q: What is the difference between Marketing and Customer care?
A: Marketing texts need marketing consent and respect opt-outs. Customer care covers service, appointment, payment and review messages and sends even if the customer opted out of marketing, though STOP still applies.
Q: How do I enroll one customer by hand?
A: The web Drip page doesn't have an enroll button. Customers join through the campaign's trigger. You can take an active customer out with Exit.
Q: What happens to enrolled customers when I archive a campaign?
A: Everyone still active is taken out of the campaign and shows as Manually exited.