How to create and manage campaigns
Last updated October 8, 2026
Overview
Campaigns let you send a one-time announcement, such as a product update, a planned outage or a policy change, to a group of customers by email, SMS or Slack. You create, send and track campaigns from "Broadcast".
Key Features
- Email, SMS or Slack: Send each campaign through the channel your customers use most.
- Targeted audience: Choose individual customers, customer segments or both.
- Rich messages: Add formatting, canned responses, Help Center articles, mentions, variables
{{ }}and emojis. - Auto-tag tickets: Tag every ticket or reply that comes from a campaign, so you can track its impact.
- Send now, schedule or preview: Send right away, pick a future date and time, or send yourself a preview first.
- Drafts saved automatically: Leave the editor at any time and continue later.
- Campaign results: Review the summary, message and audience of every sent campaign.
Campaign statuses
- Draft: The campaign is saved but not sent. You can edit or delete it.
- Scheduled: The campaign will be sent automatically at the date and time you chose.
- Sent: The campaign was delivered. You can view or duplicate it, but not delete it.
How to create and send a campaign
- Go to "Broadcast" and click "Add campaign".
- Enter the "Campaign name". Only your team sees it.
- Select the "Channel": Email, SMS or Slack.
- Select the "Audience": individual customers, customer segments or both.
- Complete the channel fields:
- Email: Enter the "Email Subject".
- Slack: Choose the agent or custom name to send from, and the "Slack #channels" that receive the message.
- Optionally, set "Auto-Tag Tickets" to tag every ticket created from this campaign.
- Write your message in the editor. You can add formatting, canned responses, Help Center articles, mentions, variables
{{ }}and emojis. - Choose what to do next:
- "Send preview": Send a test version to check the layout.
- "Schedule campaign": Pick the date and time it goes out.
- "Send now": Deliver it right away. You can click "Cancel" to stop the delivery.
How to edit a campaign
- Go to "Broadcast" .
- Click the "Draft" campaign, or click the ellipsis icon on its row and select "Edit".
- Make your changes, then send, schedule or leave it as a draft.
How to duplicate a campaign
- Go to "Broadcast" .
- Click the ellipsis icon on the campaign row and select "Duplicate". The copy keeps the same setup and adds "(Copy)" to the name.
How to view campaign results
- Go to "Broadcast" .
- Click the "Sent" campaign, or click the ellipsis icon on its row and select "View". You see the "Campaign Summary", the message preview and the audience.
How to delete a campaign
- Go to "Broadcast" .
- Click the ellipsis icon on the "Draft" campaign row and select "Delete".
- Click "OK" to confirm.
FAQs & Troubleshooting
Why don't I see my Slack channel in the list?
Add the "Atlas bot" to that channel in Slack. The channel then appears in your campaign setup.
Do I need to save my campaign?
No. Atlas saves it as a "Draft" automatically.
Can I delete a campaign after it's sent?
No. Only drafts can be deleted.
Can I reuse a previous campaign?
Yes. Duplicate it from the "Broadcast" list to reuse its message and audience.
Can I track tickets that come from a campaign?
Yes. Set "Auto-Tag Tickets" when you create the campaign, and every reply or new ticket from it gets those tags.
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