Why it matters
A well-defined audience ensures your campaign reaches the right contacts while avoiding those who should not receive messages. Whippy’s audience tools help you include the correct groups, automatically exclude ineligible contacts, and preview the final audience before sending. This prevents mistakes, improves targeting, and maintains a clean communication experience for recipients.
Key Concepts
Audience: The full set of contacts who will receive your campaign, determined by inclusions, exclusions, lists, tags, segments, and filters.
Inclusions: Contacts you explicitly add to your campaign audience using manual entry, lists, tags, segments, uploads, or filters.
Exclusions: Contacts who will not receive the campaign due to manual removal, opt-out status, blocks, or campaign settings.
Audience preview: A detailed view showing all contacts included in the campaign before sending.
Excluded audience preview: A list of all contacts excluded from receiving the campaign, along with the reasons for exclusion.
Audience safety settings: Optional toggles that remove certain contacts automatically, such as those with open conversations or those who recently received another campaign.
Step-by-Step: Build and Review a Campaign Audience
1. Create a new campaign or open an existing one
Open or create a campaign and navigate to the Audience section.
2. Add your campaign audience
Add contacts using any supported method:
Type individual contact names.
Select from Lists, Tags, or Segments.
Upload or paste contacts into the include field.
Use advanced filters (for channels that support them) to build conditional audience rules.
Included contacts appear as tokens that can be removed at any time.
3. Apply exclusions if needed
Use the Exclude contacts field to remove individual contacts, lists, tags, or segments.
Whippy also automatically excludes contacts based on:
Opted out status.
Blocked contacts.
Audience safety settings, such as:
Exclude contacts with open conversations.
Exclude contacts who recently received another campaign (with configurable days).
4. Preview your audience
Click View audience in the right-side drawer to see the full list of contacts who will receive your campaign.
Use this preview to:
Confirm accurate targeting.
Verify imported or filtered contacts.
Adjust your audience if unexpected contacts appear.
5. Preview your excluded audience
Click View excluded audience to review all contacts automatically or manually excluded.
Each excluded contact may appear for reasons such as:
Opted out of messages.
Blocked from receiving messages.
Manually excluded.
Excluded due to campaign settings (for example quiet hours exclusions do not apply here, but open conversation or recent campaign rules do).
6. Refine as needed
Return to the Audience section to adjust inclusions or exclusions.
Save changes and review your previews again before sending.
Tips and Best Practices
Use lists, tags, and segments to keep audiences organised and reusable across campaigns.
Always check View audience and View excluded audience before sending, especially for large campaigns.
Use advanced filters for highly targeted campaigns and save your filter logic for future use.
Turn on audience safety toggles to prevent oversending or contacting people with active conversations.
Check exclusion reasons carefully to understand whether a contact should be updated, unblocked, or re-included intentionally.
Troubleshooting
Issue | Possible Cause | Fix |
Contacts missing from the audience | Excluded by settings or filters | Review exclusions, safety toggles, and filters; adjust as needed. |
Too many contacts included | Filters too broad or incorrect list/tag selection | Narrow your filters or review lists and tags added. |
Excluded audience appears unexpectedly large | Recently received a campaign or have open conversations | Update toggles or adjust the number of days in the recent campaign rule. |
Cannot see audience previews | Not in the campaign editor | Open a draft campaign and use the right-side drawer tools. |