Summary: A campaign in Engage brings your audience and email template together and decides when the email is sent — automatically, on a set date, or on a repeating schedule.
Permissions Required: Marketer role, assigned at brand or location level.
Steps to follow
Navigate to Engage > Campaigns and select the blue + to create a new Campaign.
Choose a Campaign Type:
Transactional — sent automatically when something happens, like a new booking or cancellation.
One-time send — sent once, at a date and time you choose.
Scheduled recurring — sent on a repeating basis, such as two days before every arrival.
Select the Audience you'd like to target. It must already be Published, and must share the same owner (brand or location) as the campaign.
Select the Email Template you'd like to send.
Add your sender details — From name, Reply-to address, and any BCC address.
Save your campaign as a Draft, then set it to Live when you're ready to start sending.
ℹ️ Info: Once a campaign is Live, most fields can't be edited — pause it first if you need to make wider changes.
🗒️ Note: Engage uses a priority setting behind the scenes so a guest doesn't receive conflicting or duplicate emails for the same event. See below for more details.
💡 Tips: Use Clone to quickly create a similar campaign, including for a different location.
Campaign Priority
Transactional campaigns can be given a priority to control what happens when more than one campaign trigger applies to a guest at the same time.
Each campaign shows its priority as a number (e.g. Campaign Priority: 3), with a Change priority button to update it.
The lower the number, the higher the priority. If more than one trigger occurs simultaneously for a guest, the highest-priority (lowest-numbered) matching campaign is the one sent — this is what keeps a guest from being contacted more than once for the same event.
When a campaign ends, its priority passes to the next campaign in line, based on which was created most recently.
ℹ️ Info: Priority applies to Transactional campaigns only.
Pausing, Resuming, Cloning, and Stopping a Campaign
Open a campaign from the Campaigns list, then use the ••• menu in the top-right corner of the campaign panel to access these actions.
To pause a campaign: open it while it's Live and select Pause campaign from the ••• menu. While paused, you can still edit the Name, Description, Template, Audience, Priority, and sender details (From, Reply-to, BCC) — everything except the campaign owner and its trigger/schedule settings.
To resume a paused campaign: open it and select Resume campaign from the ••• menu. This sets it back to Live and resumes sending. You can pause and resume a campaign as many times as you need.
To clone a campaign: select Clone campaign from the ••• menu on any existing campaign to quickly create a copy as a starting point for a new one. If you have access to more than one location, or hold a brand-level Marketer or Brand Admin role, you can clone a campaign from one location to another — useful for rolling the same campaign out across several properties.
To stop a campaign for good: select Stop campaign from the ••• menu on a Live or Paused campaign. This is a one-way action — stopped campaigns can't be restarted or edited. You can archive a stopped campaign afterwards to move it out of your active list while keeping it for reference.
⚠️ Alert: Stopped campaigns can't be restarted or edited.
🗒️ Note: You can't move a campaign back to Draft once it's been set Live, even if it's later paused.
Common Questions
Q: Can I edit a campaign once it's live?
A: Only a limited set of fields can be changed while a campaign is live. Pause the campaign first if you need to make wider changes.
Q: Can I pause a campaign?
A: Yes. A paused campaign stops sending but can be resumed at any time, as many times as you need.
Q: Why can't I select my audience or template?
A: Your audience must be Published, and both the audience and campaign must belong to the same owner (the same brand, or the same location).