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Campaigns, orchestration and data

Omnichannel campaign orchestration to reach every customer

We design how, when and on which channel you reach each customer: sending rules, automated journeys, cross-⁠channel fallback and consent, with the analytics to improve.

Benefits

  • One message, the right channel

    Rules pick SMS, WhatsApp, voice or email based on the customer and the moment.

  • Consent on every send

    Preferences, opt-⁠outs and contact hours are applied before anyone is contacted.

  • Analytics you can act on

    See which channel performs and tune the next campaign with data.

What’s included

Omnichannel campaign engine

We design the engine that schedules, segments and sends your campaigns across SMS, WhatsApp, voice and email from one place.

Related

  • Segmentation

    Audiences by attributes, behavior or list.

  • Scheduling

    Sends on the date and time window you set.

  • Personalization

    Names, dates and amounts per recipient.

  • Trackable short links

    See how many people open the message link.

Upload or connect your contact base, choose the audience, message and timing, and the engine sends on the defined channel. Every send is logged with its outcome.

Custom solution: scope, channels and rules are assessed for each project.

Automated customer journeys

We can build journeys that react to what each customer does: signs up, buys, misses a payment or does not reply.

A journey is a sequence of messages with waits and conditions. For example: a WhatsApp welcome, an SMS reminder three days later and a call if there is no reply, always within consent rules.

  • Event triggers

    Your systems send an event and the journey starts.

  • Conditions and branches

    Different paths based on the customer’s response.

  • Wait steps

    Pauses between messages to avoid overload.

Custom solution: scope, channels and rules are assessed for each project.

Related

Omnichannel orchestration

We design the rules that decide which channel each message uses and in what order it reaches each customer.

Orchestration weighs message type, customer preference, channel cost and permitted hours. An urgent alert may go by SMS; a promotion, by WhatsApp or email.

  • Channel selection

    Rules by message type and preference.

  • Cost control

    Prioritizes the right channel for each case.

  • One API

    Your systems send to one endpoint and the rules do the rest.

Custom solution: scope, channels and rules are assessed for each project.

Related

Multichannel fallback

If a channel does not confirm delivery or read, the fallback rule tries another channel.

Related

  • Fallback rules

    Channel order and wait times per campaign.

  • No duplicates

    If the first channel confirms, the next one is not sent.

  • Traceability

    Log of every attempt and its status.

For example: WhatsApp first and, if not confirmed within the time you set, SMS. Fallback improves the chances of reaching customers, but no channel guarantees delivery: it depends on the recipient, their device and each network or platform.

Fallback does not guarantee delivery. Third-⁠party channels are subject to each platform’s policies, eligibility and availability. Assessed for each project.

Reach and engagement analytics

We build dashboards showing who you reached, on which channel and who responded.

Analytics brings together deliveries, reads, clicks, replies and answered calls by campaign and channel, so you can decide which channel to use and when.

We are also evaluating conversational analytics: transcribing calls and chats to identify contact reasons and recurring topics.

  • By campaign and channel

    Comparable results across channels.

  • Contact base health

    Which numbers and emails still respond.

  • Export

    Data for your BI or reports.

Delivery and read metrics depend on what each network or platform reports. Conversational analytics is under evaluation. Assessed for each project.

Related

Customer Data Platform (CDP)

We assess with each client how to unify data from their systems into a single profile to activate campaign audiences.

A CDP brings together data from your CRM, website, sales and interactions, and turns it into segments the campaign engine can use. It does not replace your CRM; it complements it.

  • Unified profile

    Data from several sources on one customer.

  • Audiences

    Segments ready for campaigns.

  • Data governance

    Access and purposes defined by design.

Capability under evaluation: feasibility and scope are assessed for each project.

Related

Step by step

How it works

  1. Set goals and audiences

    What you want to achieve, with whom and with what data you have today.

  2. Design rules and journeys

    Channels, order, fallbacks, hours and consent.

  3. Integrate your systems

    We connect your CRM or databases through APIs and events.

  4. Measure and adjust

    We review results by channel and fine-⁠tune the next campaigns.

By profile

Who it’s for

  • Mid-sized company

    Multichannel campaigns without spreadsheets or manual sends.

  • Enterprise

    Orchestration rules, consent and analytics for marketing, collections and service teams.

  • Integrator

    An orchestration layer over Hablame channels for your clients’ projects.

  • Developer

    Send one API event and the rules decide channel, timing and fallback.

In practice

Use cases

Comparison

CDP vs. CRM vs. campaign engine

Three tools that are often confused. Each plays a different role, and they usually work together.

  • Purpose

    CDP
    Unify customer data from many sources
    CRM
    Manage sales relationships and service
    Campaign engine
    Send messages and journeys by channel

  • Main users

    CDP
    Marketing and analytics
    CRM
    Sales and customer service
    Campaign engine
    Marketing, collections and operations

  • Data sources

    CDP
    CRM, website, sales and interactions
    CRM
    What teams record
    Campaign engine
    Lists, CRM or CDP

  • Output

    CDP
    Unified profiles and audiences
    CRM
    Opportunities, cases and follow-⁠ups
    Campaign engine
    Sends, replies and metrics

  • When you need it

    CDP
    When your data lives in many systems
    CRM
    When you manage customers one by one
    Campaign engine
    When you reach many customers at once

Indicative comparison. The CDP is a capability we assess for each project.

Pricing

Campaigns, Orchestration & Data pricing

Pricing depends on what you need. Tell us about your case and we’ll send you a quote for your operation.

Frequently asked questions

Can I keep using my CRM?

Yes. We design orchestration to pull data from your CRM and send back the result of each message.

Does fallback ensure the message arrives?

No. It improves the chances of contact by trying another channel, but delivery depends on the recipient, their device and each network or platform.

How does it help with Law 2300 of 2023?

Rules apply consent, opt-⁠outs and time windows before sending. Responsibility for data authorization remains with your company.

Which channels can I combine?

SMS, voice and email, plus WhatsApp and other third-⁠party channels subject to each platform’s policies, eligibility and availability.

Do I need a CDP to get started?

No. You can start with your lists or CRM. A CDP is worth assessing when your data is spread across many systems.

Technical details

For your technical team.

Channels
SMS, WhatsApp, voice and email; others per platform
Integration
REST API, file upload and webhook events
Rules
Channel, order, fallback, waits and time windows
Consent
Colombian Law 1581 of 2012 and Law 2300 of 2023
Analytics
Dashboards by campaign and channel; BI export

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