Campaign Audience Guide

What is a Campaign Audience?

A campaign audience is the contact list your email or outbound IVR campaign sends to. You build audiences by importing contacts from a source — Velaro's native CRM, a connected CRM like HubSpot or Dynamics 365, or a CSV file.

Every contact list deduplicates by email address. If a contact already exists in a list, they will not be added twice.

Importing Contacts from Velaro CRM

Velaro CRM is your native contact database — anyone who has chatted, filled out a form, or been added manually in Velaro. You can import a filtered snapshot directly into a campaign list.

How to import from Velaro CRM:

1. Open Email Campaigns or IVR Campaigns

2. Create or edit a campaign and click + Import from CRM next to the Contact List field

3. Choose Velaro CRM as the source

4. Set filters: require email, require phone, company name, country, or created-after date

5. Click Preview to see how many contacts match

6. Name your new list (or add to an existing one) and click Import

How data syncs: One-time snapshot. The list captures contacts matching your filters at the moment of import. To refresh, open Email Campaigns → Contacts, find the list, and click Resync — Velaro also flags a list "Audience may be out of date" once it's been more than 7 days since the last sync, as a reminder to refresh it, but this is a manual click, not automatic.

Deduplication: Contacts already in the target list are skipped automatically. Your list will never contain duplicate email addresses.

Why Imported, Not Queried Live

Every time you send a campaign, Velaro sends to contacts already stored in your Velaro account — never by querying your CRM live at send time. This is intentional:

• Unsubscribes are enforced against Velaro's own records. A send checks suppression/unsubscribe status here, in Velaro — not in your CRM. Importing first guarantees that check always runs against accurate, current data instead of trusting a remote system to be in sync.
• Reliability at scale. A campaign to thousands of contacts that queried a CRM API live, per recipient, would be subject to that CRM's rate limits and could partially fail mid-send. A local list sends the same way every time.
• You know exactly who was sent to. Because the list is a real snapshot, you can always look back at a past campaign and see precisely which contacts it went to — that answer can't shift after the fact.

Segments (below) still filter dynamically — just against your contacts already inside Velaro, not a live CRM query.

Connecting External CRMs (HubSpot, Dynamics 365, Pipedrive, Salesforce)

If you use an external CRM, connect it under Integrations first. Once connected, you can import contacts from it into any campaign list using the same + Import from CRM flow.

Supported CRM sources:

• HubSpot — filter by lifecycle stage, list membership, or owner
• Dynamics 365 — filter by account type, lead status, or territory
• Pipedrive — filter by pipeline, deal stage, or custom field
• Salesforce — filter by campaign membership, record type, or owner

How data syncs: One-time import at the time you run it. Scheduled sync (automatic nightly refresh) is coming in a future update.

Tags and Segments — What They Are

A contact list is a fixed group of contacts you imported — it doesn't change until you import or resync it again.

A segment is different: it's a saved rule, not a fixed group. A segment like "Contacts tagged VIP" is re-checked live every time you use it — if you tag a new contact VIP tomorrow, they're automatically included the next time that segment is used, with nothing to re-import. Go to Email Campaigns → Contacts → Segments to see and use your segments; today you choose from Velaro's built-in suggested segments (VIP Customers, SMS-Ready, Chat Contacts, Negative CSAT, ecommerce segments like Champions/At Risk/Lost, etc.) rather than writing a custom rule from scratch.

A tag is a label on a contact record, like vip, trial, or negative-csat. Tags are what most segments filter on. Right now tags get set on a contact in three ways:

• Manually — open a contact's record and add a tag directly.
• CSV import — include a Tags column when you upload a CSV; each contact gets tagged with whatever's in that column.
• Automatically from certain integrations — for example, ecommerce purchase activity and CSAT survey ratings can tag a contact (purchase, negative-csat) without any manual step.

There is currently no workflow action that tags a contact mid-conversation — if you want a chat/SMS interaction to tag someone automatically, ask your Velaro contact; this is on the roadmap.

Contact List Limits and Quotas

Your account has a contact pool limit — the maximum number of active contacts across all lists. When the limit is reached, CSV imports and CRM imports will be blocked until contacts are removed or your limit is increased.

To check your current usage, go to Email Campaigns → Contact Lists. Your current contact count and limit are shown at the top.

Data Safety and Contact Records

Contact records in Velaro are stored safely and never permanently deleted during a merge or import operation. The IsActive flag soft-deletes records — they remain in the database and can be recovered.

Important notes about Velaro CRM contacts:

• Each contact is linked to their conversation history. Contact records are shared between the CRM, campaigns, and conversation transcripts.
• Velaro CRM does not currently have automatic duplicate merging. If two records exist for the same person (different emails), they will both be imported separately.
• If you need to clean up duplicates, remove the unwanted record from the list manually — the original contact and their conversation history are not affected.

Setting Up Your First Campaign List

1. Go to Email Campaigns or IVR Campaigns

2. Click the Contact Lists tab in the left panel

3. Click + New to create a list, or use + Import from CRM when creating a campaign

4. Give the list a descriptive name (e.g., "Q2 2026 — Velaro CRM — US customers with email")

5. Add contacts via CSV upload or CRM import

6. Select the list when creating your broadcast or IVR campaign

Migration From Other Systems

If you are moving contacts from a previous system (HubSpot, Salesforce, Zoho, etc.) to Velaro, export a CSV from that system and upload it using the CSV import on any contact list. Required column: Email. Optional: Name, Phone, Tags.

Full CRM-to-Velaro migration wizards are planned for a future release. These will let you pull contacts, deal history, and notes directly from your old CRM into Velaro without a CSV export.