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Marketing & Campaigns User Guide

Welcome to the autoGMS Marketing Hub -- your all-in-one tool for reaching your customers with the right message at the right time. Whether you want to remind customers about overdue services, send a seasonal promotion, or win back customers you have not seen in a while, this guide will walk you through every step.

Table of Contents​

  1. Overview
  2. How to Access the Marketing Hub
  3. Key Features at a Glance
  4. Step-by-Step Guide
  5. Tips & Best Practices
  6. Frequently Asked Questions

Overview​

The Marketing Hub lets you send targeted messages to your customers through WhatsApp, helping you stay connected and drive repeat business. Here is what you can do:

  • Build customer lists by filtering your real customer data -- no guesswork needed.
  • Create campaigns using a simple 4-step wizard that guides you from audience selection to message delivery.
  • Use ready-made templates for common messages like maintenance reminders, special offers, and win-back campaigns.
  • Schedule campaigns to go out at the perfect time, or send them immediately.
  • Protect customer preferences with a built-in Do-Not-Send list that automatically excludes opted-out customers.
  • Track your campaigns to see what has been sent, what is scheduled, and what is still in draft.

Good to know: The system automatically excludes customers on the Do-Not-Send list from all campaigns. You never have to worry about accidentally messaging someone who has opted out.

How to Access the Marketing Hub​

  1. From your main dashboard, navigate to your garage.
  2. In the left sidebar, look for the Marketing Hub section (identified by the message icon).
  3. The Marketing Hub has its own dedicated sidebar with these sections:

Customer Targeting

  • Smart Filtering -- Build and filter customer lists in real time
  • Customer Lists -- View and manage your saved customer groups
  • Exclusion List -- Manage your Do-Not-Send list

Campaigns

  • All Campaigns -- View all campaigns and their statuses
  • Create Campaign -- Start a new campaign with the step-by-step wizard

What you will see: When you first enter the Marketing Hub, the sidebar switches to a blue-themed design to indicate you are in the marketing area. You can return to the main dashboard at any time by clicking the back arrow in the sidebar header.

Key Features at a Glance​

FeatureWhat It Does
Smart FilteringFilter customers by vehicle, spending, visit history, services, and status
Customer ListsSave filtered groups for reuse in future campaigns
Campaign Creator4-step wizard to build and send campaigns
Message TemplatesPre-built and custom message templates for WhatsApp
SchedulingSend campaigns now or schedule them for later
Do-Not-Send ListCompliance-friendly exclusion management
Campaign DashboardView all campaigns with status tracking and statistics

Step-by-Step Guide​

1. Creating Customer Lists with Smart Filtering​

Customer lists are the foundation of your marketing. Instead of messaging all your customers at once, you can create focused lists that target exactly the right people.

How to Create a Customer List​

  1. Go to Smart Filtering in the Marketing Hub sidebar.

  2. You will see a split-screen layout:

    • Left panel: Your filter options
    • Right panel: A live table showing customers that match your filters

  3. Use any combination of these filters:

    Vehicle Make

    • Select one or more vehicle makes (e.g., Toyota, BMW, Mercedes). The dropdown shows makes from your actual customer data.
    • Selected makes appear as small tags below the dropdown. Click the X on any tag to remove it.

    Vehicle Type

    • Filter by vehicle type (e.g., Sedan, SUV, Truck). Like vehicle makes, this is pulled from your real data.

    Total Spent

    • Set a minimum and/or maximum spending amount to target customers by how much they have spent at your garage.
    • Example: Set Min to 500 to find your higher-value customers.

    Last Visit

    • Use the date pickers to set a "from" and "to" date range.
    • This helps you find customers who visited during a specific period, or identify those who have not been in recently.

    Services

    • Select specific services (e.g., Oil Change, Brake Service, AC Service) to find customers who have had those services done.

    Customer Status

    • All Customers -- No status filter applied
    • Active -- Customers who visited within the last 60 days, or high-value customers (averaging 150+ per visit)
    • Moderate -- Regular customers who visit occasionally (60 to 120 days between visits, with 3 or more total visits)
    • Lapsed -- Customers who have not visited in over 120 days

What you will see: As you adjust filters, the customer table on the right updates in real time. A badge at the top shows how many customers match your current filters. An active filter counter appears next to the "Filters" heading so you always know how many filters are applied.

  1. Once you are happy with your filtered list, click the green Save List button in the top right.

  2. In the dialog that appears:

    • You will see a summary showing the number of customers and their total combined value.
    • Enter a Group Name (required) -- choose something descriptive, like "High-Value BMW Customers" or "Lapsed Oil Change Customers."
    • Optionally add a Description explaining the purpose of this list.
    • Click Save Group.

  3. You will be taken back to the Customer Lists page, where your new list is ready to use.

Good to know: Customer lists are dynamic. They store your filter criteria, not a fixed list of names. When you use a list in a campaign, the system re-evaluates the filters to include any new customers who now match.

Clearing Filters​

  • Click the Clear button next to the Filters heading to reset all filters at once.
  • You can also remove individual filters by clicking the X on their tags or changing dropdowns back to their default.

2. Managing Your Customer Lists​

The Customer Lists page shows all the customer groups you have saved.

What you will see: A table with columns for:

  • Customer List -- The name and description of the group
  • Customers -- How many customers are in the group
  • Usage -- How many times the list has been used in campaigns, and when it was last used

Viewing Customers in a List​

  1. Click the eye icon next to any list.
  2. A dialog opens showing:
    • Total customers, times used, and last used date
    • A scrollable list of each customer with their name, vehicle, last visit date, and total spending

Deleting a List​

  1. Click the trash icon next to the list you want to remove.
  2. Confirm the deletion in the dialog that appears.

Good to know: Deleting a customer list does not delete any customer data. It only removes the saved filter criteria. Your customer records remain untouched.

Searching Lists​

Use the search bar at the top of the table to find lists by name or description.

3. Creating a Campaign​

The Campaign Creator walks you through four steps to build and send your message. Each step is shown as an expandable section -- complete one, and the next unlocks.

Step 1: Campaign Name & Target Selection​

  1. Go to Create Campaign in the sidebar (or click "Create Campaign" from the All Campaigns page).
  2. Give your campaign a name, or click Auto-generate to let the system suggest one based on your selections.
  3. Select one or more customer lists as your targets. Check the boxes next to the lists you want to include.
  4. As you select lists, the system shows a preview of how many total customers will receive the campaign (duplicates across lists are automatically removed).
  5. Click Next Step when you have named the campaign and selected at least one target.

What you will see: The step header shows a green checkmark and "Complete" badge once you move on.

Step 2: Choose Campaign Type​

Select the type of campaign you want to send:

  • Maintenance Reminder -- Remind customers about services that may be due (e.g., oil changes, tire rotations)
  • Promotional Offer -- Send special deals, discounts, or limited-time offers
  • Win-Back Campaign -- Re-engage customers who have not visited in a while
  • Seasonal Campaign -- Send timely messages related to seasons or weather (e.g., winter tire checks, summer AC service)

Each type shows how many message templates are available for it. Select a type and click Next Step.

Good to know: The campaign type determines which message templates are shown in the next step. Choose the type that best matches your goal, and the system will filter the templates for you.

Step 3: Customize Message​

  1. Browse the available message templates for your chosen campaign type.
  2. Select a template. You will see a preview of the message with sample data filled in (showing an example customer name, vehicle, and so on).
  3. If the template uses variables (like customer name, vehicle info, or service name), you can adjust these in the variable fields provided.
  4. Click Next Step to proceed to scheduling.

What you will see: Each template card shows its name, description, and a preview of the actual message your customers will receive. Templates that are approved for WhatsApp delivery are marked with a green "Approved" badge.

Step 4: Schedule & Send​

This is the final step where you review everything and decide when to send.

  1. Review your campaign name -- you can still edit it here or click "Regenerate" for a new suggestion.

  2. Choose when to send:

    • Send Now -- The campaign goes out within the next hour. The system will tell you if it is a good time to send based on the day and time.
    • Schedule for Later -- Pick a date from the calendar and a time from the dropdown (times are shown in 15-minute intervals).

  3. Review the Campaign Summary on the right side, which shows:

    • Target lists and total customer count
    • Campaign type
    • Selected template
    • Send timing
    • Estimated reach (number of messages)
    • Platform (WhatsApp Business)

  4. Check the Pre-flight Checklist at the bottom of the summary. All items should show green checkmarks:

    • Campaign named
    • Customers targeted
    • Message template selected
    • Send timing configured

  5. Click the green Create & Send Campaign button.

Good to know: Customers on the Do-Not-Send list are automatically excluded when the campaign is sent. You do not need to manually filter them out. The system also warns you that messages cannot be recalled once sent, so double-check everything before clicking send.

Best times to send (shown in the wizard):

  • Weekdays between 9 and 11 AM have the highest open rates
  • Tuesday through Thursday are the best days for responses
  • Avoid sending on Fridays after 3 PM

4. Viewing and Managing Campaigns​

The All Campaigns page is your command center for everything you have sent or planned.

What you will see: A table showing all your campaigns with:

Summary statistics at the top:

  • Total Campaigns created
  • Sent Campaigns (successfully delivered)
  • Scheduled campaigns (ready to send)
  • Active campaigns (currently sending or scheduled)

Campaign table columns:

  • Campaign -- Name, type badge (color-coded), and creation date
  • Status -- Current state with a colored badge:
    • Draft -- Not yet sent or scheduled
    • Scheduled -- Set to send at a specific time
    • Sending -- Currently being delivered
    • Sent -- Successfully completed
    • Paused -- Temporarily stopped
    • Failed -- Delivery unsuccessful
  • Target -- Which customer group was targeted and how many customers
  • Created -- Date and time of creation

Campaign Actions​

Click the three-dot menu on any campaign to access:

  • View Details -- Opens a detailed view showing campaign information, target details, template used, and timeline
  • Edit Campaign -- Available for draft and scheduled campaigns only
  • Duplicate Campaign -- Creates a copy of the campaign for quick reuse
  • Delete Campaign -- Permanently removes the campaign

Filtering and Searching​

  • Use the search bar to find campaigns by name
  • Filter by Status (Draft, Scheduled, Sending, Sent, Paused, Failed)
  • Filter by Type (Maintenance, Promotional, Win-Back, Seasonal)
  • Click Refresh to reload the latest data
  • Use the Export button to download campaign data as CSV or Excel

5. Working with Message Templates​

Message templates are the pre-written messages your campaigns use. The system comes with built-in templates, and you can create your own.

Template Types​

TypePurposeExample Use
Maintenance ReminderRemind customers about due services"Hi Ahmed! Your Toyota Camry is due for an oil change."
Promotional OfferSend special deals and discounts"20% off brake service this month — book now!"
Win-Back CampaignRe-engage lapsed customers"We miss you! It has been a while since your last visit."
Seasonal CampaignSeasonal service reminders"Winter is coming — time for a winter preparation check."
Review RequestAsk for customer feedback"Thank you for visiting! We would love your feedback."

Viewing Templates​

  1. Go to Message Templates (accessible from the main navigation).

  2. At the top, you will see summary cards showing:

    • Total templates available
    • Total usage count across all templates
    • Most popular template type
    • Breakdown by type

  3. Use the search and type filters to find specific templates.

What you will see: A table showing each template with:

  • Template name and type badge
  • Whether it is a System template (built-in) or custom
  • Approval status (Approved, Pending, or Rejected for WhatsApp)
  • Usage count and last used date
  • Number of variables the template uses

Previewing a Template​

  1. Click Preview (or the eye icon) on any template.
  2. A dialog shows the message with sample data filled in, so you can see exactly how it looks.
  3. You will also see all the variables the template uses and what data fills each one.

Creating a New Template​

  1. Click the Create Template button.
  2. Fill in:
    • Template Name -- A clear, descriptive name (e.g., "Summer AC Check Reminder")
    • Template Type -- Choose from the dropdown
    • Description -- A brief note about when to use this template
    • Message Content -- Write your message. Use numbered placeholders for personalization:
      • {{1}} -- Customer name
      • {{2}} -- Vehicle information
      • {{3}} -- Service name
      • {{4}} -- Booking link
      • {{5}} -- Your garage name
  3. A live preview appears below as you type, showing the message with sample data.
  4. Click Create Template to save.

Editing and Duplicating Templates​

  • Edit -- Click the three-dot menu and select Edit. System templates cannot be edited.
  • Duplicate -- Creates a copy with "(Copy)" appended to the name, which you can then customize.
  • Delete -- Available for custom templates only. Templates that are approved on WhatsApp cannot be deleted.

Good to know: System templates are provided by autoGMS and cannot be edited or deleted. They serve as reliable starting points. If you want to customize one, use the Duplicate feature to create your own version.

6. Managing the Do-Not-Send List​

The Do-Not-Send list ensures you respect customer preferences and stay compliant with communication regulations. Customers on this list are automatically excluded from all marketing campaigns.

Good to know: Customers on the Do-Not-Send list will still receive essential communications like booking confirmations and service notifications. Only marketing and promotional messages are blocked.

Viewing the Do-Not-Send List​

  1. Go to Exclusion List in the Marketing Hub sidebar.
  2. You will see a yellow notice at the top confirming that communication protection is active.
  3. The table shows each blocked customer with:
    • Customer name and email
    • Contact information (phone and email)
    • Reason for being on the list
    • Date added and how long ago
    • Who added them
    • Any notes

Reasons a Customer May Be on the List​

ReasonDescription
Customer RequestThe customer explicitly asked to opt out
ComplaintsAdded due to customer complaints about messaging
Bounced MessagesMultiple message delivery failures
ManualManually added by a staff member

Adding a Customer to the Do-Not-Send List​

  1. Click the red Add Customer button.
  2. A dialog appears with a warning that this will immediately block all marketing messages to the selected customer.
  3. Search for the customer by name, email, or phone number.
  4. Check the box next to one or more customers. Use Select All to select everyone in the filtered list.
  5. Optionally add Notes explaining why they are being added.
  6. Click Add to Do-Not-Send List to confirm.

Removing a Customer from the Do-Not-Send List​

  1. Find the customer in the table.
  2. Click the green Remove button next to their name.
  3. Read the confirmation dialog carefully -- it explains that removing them will allow marketing messages to be sent again.
  4. Click Remove from List to confirm.

Good to know: Before removing a customer from the Do-Not-Send list, make sure you have their consent to receive marketing messages again. This is important for regulatory compliance.

Exporting the Do-Not-Send List​

Click the Export button to download the list as a CSV file. This is useful for record-keeping and compliance audits.

Tips & Best Practices​

Building Effective Customer Lists​

  • Start specific, then broaden. It is better to send a highly relevant message to 50 customers than a generic one to 500.
  • Use the status filter. Target "Lapsed" customers with win-back campaigns and "Active" customers with upsell offers.
  • Combine filters. For example, filter by "BMW" + "Total Spent over 1000" + "Last visit over 90 days ago" to find high-value BMW owners who are due for a visit.
  • Give lists descriptive names. Future-you will thank present-you when choosing targets for a campaign. "Q1 Lapsed Toyota Customers" is much clearer than "List 3."

Crafting Better Campaigns​

  • Personalization matters. Use templates with variables so each customer sees their own name and vehicle details. Personal messages get far better responses than generic blasts.
  • Match the campaign type to your goal. Use Maintenance Reminders for service-due customers, Promotional Offers for deals, and Win-Back campaigns for customers you have not seen recently.
  • Keep messages short and clear. WhatsApp messages work best when they are concise and have a clear call to action (like a booking link).
  • Use the auto-generated campaign name. It includes the target group, campaign type, and date, making it easy to identify later.

Timing Your Sends​

  • Weekday mornings (9 to 11 AM) deliver the best results. The campaign wizard highlights this for you.
  • Tuesday through Thursday are the most effective days for customer engagement.
  • Avoid weekends and late evenings. Response rates drop significantly.
  • Use scheduling. If you are building a campaign on a Friday evening, schedule it for Tuesday morning instead of sending immediately.

Staying Compliant​

  • Respect opt-outs immediately. When a customer asks to stop receiving messages, add them to the Do-Not-Send list right away.
  • Keep notes. When adding someone to the Do-Not-Send list, record why. This helps with compliance audits.
  • Export regularly. Download your Do-Not-Send list periodically for your records.
  • Review before sending. Always check the pre-flight checklist in Step 4 of the campaign wizard before hitting send. Messages cannot be recalled.

Frequently Asked Questions​

Q: Can I send campaigns via SMS or email, or only WhatsApp? A: Campaigns are currently sent via WhatsApp Business. This ensures high delivery rates and allows for rich messaging with your customers.

Q: What happens if a customer is in two different customer lists that I both select for a campaign? A: The system automatically removes duplicates. Each customer will only receive the message once, even if they appear in multiple selected lists.

Q: Can I edit a campaign after it has been sent? A: No. Once a campaign is sent, it cannot be changed. However, you can duplicate it, make changes, and send the updated version as a new campaign. Draft and scheduled campaigns can still be edited.

Q: How do I know if my message template is approved for WhatsApp? A: On the Message Templates page, each template shows its approval status. Look for the green "Approved" badge. Templates with "Pending" status are still being reviewed by WhatsApp, and "Rejected" templates need to be revised before they can be used.

Q: Will customers on the Do-Not-Send list still get booking confirmations? A: Yes. The Do-Not-Send list only blocks marketing and promotional messages. Essential service communications like booking confirmations and appointment reminders are not affected.

Q: How are customer statuses (Active, Moderate, Lapsed) determined? A: The system calculates status automatically based on each customer's history:

  • Active -- Visited within the last 60 days, or averages 150 or more per visit
  • Moderate -- Visits every 60 to 120 days with 3 or more total visits
  • Lapsed -- Has not visited in over 120 days

Q: Can I use my own custom message instead of a template? A: Templates are required for WhatsApp Business messaging to ensure compliance with WhatsApp policies. However, you can create your own custom templates with your preferred wording and variables. Use the "Create Template" button on the Message Templates page.

Q: How many customers can I target in a single campaign? A: There is no hard limit on the number of customers per campaign. However, for the best results, we recommend targeting focused groups rather than your entire customer base.

Q: What does "times used" mean on a customer list? A: This shows how many campaigns have used that particular customer list as a target. It helps you identify your most-used segments.

Q: Can I recall or cancel a campaign after clicking Send? A: Once a campaign begins sending, messages cannot be recalled. Scheduled campaigns can still be cancelled or edited before their send time. Always review the Campaign Summary and Pre-flight Checklist before confirming.

Q: How do I get back to the main garage dashboard from the Marketing Hub? A: Click the back arrow in the top-right corner of the Marketing Hub sidebar header. This takes you straight back to your main garage dashboard.