• What is a campaign? A bulk, scheduled WhatsApp message sent to a customer segment, for example, to announce a promotion or a launch.

• What do I need in order to send campaigns? A Power Automation or Elite plan, a number connected to Meta's WhatsApp Business Platform, a payment method set up in Meta and balance in Dondy.

• What determines our WhatsApp daily limit? Meta sets it, based on the number of business-initiated conversations allowed per day. Check or request an increase in WhatsApp Manager → WhatsApp Accounts → Messaging Limits.

• How much faster is approval if we're Meta-verified? Verified: usually 30–60 minutes. Unverified: usually up to 24 hours. Verification also raises the daily limit.

• How often can we message the same customer? The recommended maximum is once per month. Use the exclusion/look-back window at the bottom of the campaign design page to enforce this automatically.

• How do I format the phone number for a test send? Country code plus the local number only — no “+” and no leading “0.”

• Can I reuse an old campaign instead of building from scratch? Yes — clone it from the three-dot menu. Better to rename the clone before saving.

• What is the service window (24-hour window) The period after a customer's last message during which you can reply freely. Once it closes, only an approved template can reopen the conversation.

• How much does it cost? Two parts, the plan subscription Power Automation or Elite plan) plus a per-message cost that varies by country. Only messages actually sent are charged.

• Are messages that don't get delivered charged? No. A message that fails to deliver (bad number or blocked by Meta) isn't charged.

• Why is my audience smaller than my segment? Because people with no phone or no WhatsApp, those who opted out, those who received a recent campaign, and those excluded by Meta's limits are all left out.

• What happens when a customer unsubscribes? They stop receiving messages immediately and permanently, and their SMS subscription status in Shopify updates automatically. You can also mark their email and WhatsApp subscriptions as unsubscribed at the same time.

• What happens if my balance reaches zero in Dondy? Sending stops until you top it up. Nothing else about your setup is lost.

• Can I edit a campaign that's already scheduled? You can edit the send time before it fires. It is not possible to edit the campaign message or the segment. You will need to create one from scratch. You can clone the campaign to do so.

• How are sales credited to a campaign? Through attribution, a sale is credited if the customer buys within the attribution window (7 days by default) after receiving the message. You can adjust the window in Dondy settings.