Documentation

Five steps take you from an empty account to a sent campaign.

1. 1

   Sign up for an account

   Create your free account to get started. No card is required.

2. 2

   Import your contacts

   Upload a CSV or add contacts manually. Phone numbers should include the country code.

3. 3

   Set up a messaging provider

   Claim a Messaro number, or connect your own Twilio or SignalWire account for SMS (Scale, Enterprise, and Enterprise Client).

4. 4

   Create your first campaign

   Write it yourself or let the AI CoPilot draft it from your brand knowledgebase.

5. 5

   Track your results

   Monitor delivery, opens, clicks and replies in real time from your dashboard.

The dashboard gives you a single view of everything currently happening in your account.

• Real-time statistics — total contacts, campaigns sent, delivery rates and more
• Interactive charts — campaign performance visualised over time
• Recent campaigns — quick access to your latest SMS and email sends
• Message activity timeline — every messaging event in one place
• Quick actions — start a conversation, create a campaign or import contacts

Import contacts from a CSV file in five steps.

1. 1

   Open the Contacts page

   This is where all contact management happens.

2. 2

   Click Import Contacts

   The import wizard opens.

3. 3

   Upload your CSV

   The file must include at least a phone number or an email address for each row.

4. 4

   Map your columns

   Match each CSV column to a Messaro contact field, including any custom fields.

5. 5

   Review and confirm

   Check the preview before committing the import.

Required

At least one of phone or email per row.

Optional

first_name, last_name, company, tags, and any custom fields you have defined.

Phone format

Include the country code, for example +1 for the US. Mixed formats are the most common cause of partial send failures.

Encoding

UTF-8 is recommended.

Lists group contacts so you can target them as a unit.

• Create lists — group contacts by location, behaviour, interest or any other criteria
• Dynamic lists — add contacts automatically based on rules
• Bulk actions — move, tag or delete many contacts at once
• List analytics — track engagement metrics per list

Tags describe what is true about a contact. Where a contact belongs to few lists, it can carry many tags.

• Create unlimited custom tags
• Apply multiple tags to each contact
• Filter campaign audiences by tag
• Use tags as conditions in automation workflows
• Track tag-based performance metrics

Custom fields extend contact records with any additional information you need. Once defined, they can be used as personalisation variables in messages and as conditions in automations.

Campaign types

• Single message — one message to a selected audience
• Multi-step sequence — drip campaigns with several messages over time
• Scheduled campaign — queued for a future delivery time
• A/B test — compare message variants to find what performs

Creating a campaign

1. 1

   Open the SMS Campaigns page

   Then click New Campaign.

2. 2

   Choose the campaign type

   Single message or multi-step sequence.

3. 3

   Write your message

   Type it yourself or generate it with the AI CoPilot.

4. 4

   Select your audience

   Target individual contacts, whole lists, or tags.

5. 5

   Set a daily sending limit

   Optional, but useful for pacing large sends.

6. 6

   Schedule or send

   Send immediately or pick a delivery window.

Two-way SMS conversations with your contacts, in a shared inbox.

• Real-time chat interface — send and receive messages instantly
• Message history — the complete thread for every contact
• Quick reply templates — pre-written responses for common questions
• AI-powered replies — generate smart replies from your knowledgebase
• Contact sidebar — see contact details without leaving the conversation
• Status tracking — delivery and read status per message
• Media support — send images and files over MMS

Reusable templates save time and keep your messaging consistent.

• Create unlimited templates
• Include personalisation variables
• Organise templates by category
• Share templates across campaigns
• Track template performance

Insert dynamic values into any message. Variables resolve per recipient at send time.

{{first_name}}

The contact's first name.

{{last_name}}

The contact's last name.

{{full_name}}

The contact's full name.

{{phone_number}}

The contact's phone number.

{{email}}

The contact's email address.

{{company}}

The contact's company.

{{custom_field}}

The value of any custom field you have defined.

Control exactly when your campaigns go out.

• Date and time selection — choose an exact delivery time
• Timezone support — send in the recipient's local time
• Rate limiting — set daily sending limits to avoid carrier spam flags
• Pause and resume — control a campaign mid-execution
• Automated background processing — sends continue reliably without the app open

Messaro handles the mechanics of SMS compliance for you.

• Automatic opt-out handling — STOP replies are processed without any action from you
• Opt-in management — consent is tracked per contact
• Suppression lists — blocked numbers are honoured across the account
• Compliance templates — include the required opt-out language
• Audit trails — records of every opt-in and opt-out

Campaign types

• Single email — a one-time send to a selected audience
• Scheduled email — queued for future delivery
• Drip campaign — an automated sequence over days or weeks
• A/B test — compare subject lines and content

Features

• Drag-and-drop email builder
• Professional pre-built templates
• HTML and plain text support
• Mobile-responsive designs
• Spam score checking
• Real-time preview
• Test sends before you commit

Start from a professionally designed template rather than an empty canvas. All templates are fully customisable and mobile-responsive.

• Welcome emails
• Promotional campaigns
• Newsletter layouts
• E-commerce receipts
• Event invitations
• Password reset
• Subscription updates

Available blocks

• Text — rich text with formatting
• Heading — large headlines
• Image — images with optional links
• Button — call-to-action buttons
• Divider — visual separators
• Spacer — vertical spacing
• Column — multi-column layouts
• Container — group elements together
• HTML — custom HTML code
• Avatar — profile images

Builder features

• Drag-and-drop interface
• Real-time preview
• Undo and redo
• Save as reusable template
• Export HTML
• JSON structure support
• Gradient backgrounds
• Custom fonts and colours

Email uses the same variables as SMS. Insert them into subject lines, body text and even button URLs to personalise every send.

Sending from your own verified domain is the single biggest factor in email deliverability.

1. 1

   Add your domain

   Settings → Email → Sending domains.

2. 2

   Verify ownership

   Confirm you control the domain you want to send from.

3. 3

   Configure DNS records

   Add the SPF, DKIM and DMARC records shown, exactly as given.

4. 4

   Test email sending

   Send to yourself and confirm authentication passes.

5. 5

   Monitor domain reputation

   Watch bounce and complaint rates after go-live.

Every send is tracked in detail.

• Open tracking — see who opened your emails
• Click tracking — track every link click
• Bounce tracking — monitor delivery failures
• Unsubscribe tracking — track opt-outs per campaign
• Engagement metrics — measure overall engagement over time
• Device and client data — see what recipients read email on

Canvas features

• Drag-and-drop nodes
• Zoom and pan controls
• Grid background with snap-to-grid
• Undo and redo (Cmd+Z, Cmd+Y)
• Auto-save
• Visual connection lines between nodes
• Node validation before activation

Node types

• Trigger nodes — start the automation
• Condition nodes — add logic and branching
• Action nodes — perform the work
• Delay nodes — wait before the next step
• Integration nodes — connect external services

Every automation has one entry point. These are the available triggers.

• SMS reply — when a contact replies to an SMS
• Email click — when a contact clicks a link in an email
• Email open — when a contact opens an email
• Delivery failure — when a message fails to deliver
• New contact — when a contact is added
• Contact tagged — when a tag is applied to a contact
• Form submission — when one of your forms is submitted
• HubSpot event — when HubSpot sends a webhook
• Shopify cart abandoned — when a customer abandons a cart
• Shopify order created — when a new order is placed
• Shopify order fulfilled — when an order ships
• Shopify order cancelled — when an order is cancelled
• Shopify refund created — when a refund is issued
• Shopify customer created — when a new customer signs up
• Schedule — time-based triggers
• Webhook — custom triggers from any external system

Conditions branch a flow based on what is true about the contact.

• Text contains — check whether a message contains given text
• Tag check — check whether the contact has a tag
• Field value — compare contact field values
• Time-based — check the time of day or day of week
• Campaign status — check the result of a campaign
• Previous action — branch on earlier steps in the same automation
• Multiple conditions — combine with AND / OR logic

Actions are the work an automation performs.

• Send SMS — text the contact
• Send email — email the contact
• Add tag — apply a tag to the contact
• Remove tag — remove a tag from the contact
• Add to list — add the contact to a list
• Update field — set a contact field value
• Add to campaign — enrol the contact in an existing campaign
• Webhook call — send data to an external URL
• Wait / delay — pause the automation for a set time
• HubSpot action — update the matching HubSpot contact
• Create Shopify discount — generate a personalised discount code
• Sync Shopify products — trigger a product sync manually

Pre-built automations you can enable and adapt rather than building from scratch.

• Welcome series — onboard new contacts
• Abandoned cart — recover lost sales
• Re-engagement — win back inactive contacts
• Birthday campaign — send birthday messages
• Contact nurturing — warm contacts over time
• Event reminder — remind contacts about an event
• Feedback request — ask for a review or response
• Appointment reminder — reduce no-shows

Always walk a real contact through a flow before pointing your whole list at it.

• Test mode — run the automation with test data
• Execution history — review past runs
• Debug logs — detailed step-by-step execution logs
• Error handling — identify and fix failures
• Performance metrics — track how the automation performs over time

Webhooks connect Messaro to external systems in real time, in both directions.

Incoming webhooks

• Create endpoints — generate unique URLs in Settings → Integrations
• Trigger automations — use the webhook trigger type in the automation builder
• Custom payloads — receive any JSON from an external system
• Activity logs — inspect every incoming request
• Security — each webhook carries its own authentication token

POST https://your-app.com/api/webhooks/trigger/{token}
Content-Type: application/json

{
  "automationId": "optional-automation-id",
  "contactPhone": "+1234567890",
  "contactName": "John Doe",
  "customData": "any additional data"
}

Outgoing webhooks

• Send webhook action — add it to any automation flow
• Field selection — choose exactly which data to send
• HTTP methods — POST, PUT and PATCH are supported
• Retry logic — automatic retries with exponential backoff
• Custom headers — add authentication or any other header
• Response logging — success and failure recorded in the webhook logs

Common use cases

• CRM integration — sync contact data with Salesforce, Pipedrive and similar
• Analytics — send event data to your analytics platform
• Notifications — trigger Slack or Discord alerts
• E-commerce — update inventory or order status
• Custom integrations — connect your own internal systems
• Zapier and Make — reach thousands of other apps

Features

• Campaign generation — describe your goal, get usable copy
• Single or multi-step — generate whole sequences at once
• Smart reply suggestions — AI-recommended responses in Conversations
• Template library — pre-built prompts for common scenarios
• Personalization — variables are inserted automatically
• Best practices — output follows SMS marketing conventions
• Compliance — opt-out language is included by default

How to use it

1. 1

   Open SMS CoPilot

   From the campaigns area or the CoPilot tab.

2. 2

   Choose the campaign type

   Single message or multi-step sequence.

3. 3

   Describe your goal

   Include the audience and the outcome you want, not just the topic.

4. 4

   Review the generated messages

   Treat the output as a strong first draft.

5. 5

   Edit and save

   Adjust the tone and check every factual claim.

6. 6

   Use it in a campaign

   Send it, or save it as a template for reuse.

Generate complete email templates and improve existing ones.

• Template generation — produce a full designed email from a brief
• Subject line suggestions — several options to choose between
• Content optimization — improve copy you have already written
• Image suggestions — recommendations for supporting imagery
• Layout recommendations — sensible email structure by campaign type
• A/B test ideas — generate variations worth testing

Features

• Auto-draft replies — AI-generated draft responses waiting for you
• Email summarization — quick summaries of long threads
• Smart categorization — emails sorted automatically
• Priority detection — urgent messages surfaced first
• Knowledge base integration — answers grounded in your own content
• Sentiment analysis — detect tone in incoming mail
• Multi-account support — connect several Gmail accounts

Setup

1. 1

   Connect your Gmail account

   Authorise access from the Inbox CoPilot area.

2. 2

   Add a knowledge base

   Upload documents or point it at your website.

3. 3

   Configure auto-draft settings

   Decide which messages should get drafts.

4. 4

   Start reviewing drafts

   Drafts appear alongside incoming mail for you to edit and send.

• Be specific — detailed briefs produce usable drafts, vague ones produce filler
• Provide context — say who the audience is and what outcome you want
• Review and edit — always check facts, prices, dates and links before sending
• Train the AI — a filled-in knowledge base improves every generation permanently
• Use templates — start from proven prompts rather than a blank box
• Iterate — say what to change rather than rewriting the brief from scratch

You are the editor

The AI drafts quickly and confidently, including when it is wrong. Nothing it produces should reach a customer without a human read.

Features

• Customer sync — Shopify customers flow into Messaro automatically
• Product sync — your catalogue stays current in real time
• Order tracking — orders, fulfilments and cancellations
• Abandoned cart recovery — trigger automations on abandonment
• Personalized discounts — create discount codes programmatically
• Product recommendations — AI-powered grouping and suggestions
• Dynamic campaigns — use product variables directly in messages
• Real-time webhooks — events processed as they happen

Automation triggers

• Cart abandoned — recovery messages with a personalised discount
• Order created — confirmations and upsell opportunities
• Order fulfilled — shipping notifications and review requests
• Order cancelled — win-back campaigns
• Refund created — follow-up support and feedback
• Customer created — a welcome series for new customers

Setup

1. 1

   Open Settings → Integrations

   Find Shopify in the list.

2. 2

   Click Connect

   Alternatively install Messaro from the Shopify App Store.

3. 3

   Authorize Messaro

   Approve the permissions in the Shopify window.

4. 4

   Wait for the first sync

   Products and customers import automatically.

5. 5

   Build automations

   Use the Shopify triggers listed above.

Personalized discounts

• Percentage off — for example "Save 15% on your order"
• Fixed amount off — for example "$10 off your purchase"
• Product-specific — target particular products
• Entire store — apply across the catalogue
• Expiration dates — set automatic expiry
• Unique per customer — track redemption per contact

Product recommendations

• AI analysis — group products automatically by category and tags
• Manual groups — build custom product groupings
• Smart suggestions — recommend based on purchase history
• Cross-sell — suggest complementary products
• Up-sell — recommend premium alternatives

Features

• Contact sync — bi-directional synchronisation
• Form triggers — start an SMS flow when a HubSpot form is submitted
• Timeline integration — log SMS and email activity on the HubSpot timeline
• Contact management — create and update contacts
• Property mapping — map custom fields between the two systems
• Webhook support — real-time event processing

Setup

1. 1

   Open Settings → Integrations

   Then click Connect HubSpot.

2. 2

   Authorize with HubSpot

   Sign in and approve the requested scopes.

3. 3

   Configure sync settings

   Choose direction and frequency.

4. 4

   Map fields

   Match HubSpot properties to Messaro contact fields.

5. 5

   Enable automations

   Start using HubSpot events as triggers.

Use your own Twilio account as your SMS provider. Available on Scale plans and above.

Requirements

An active Twilio account with billing enabled.

Account SID

Found on the main page of the Twilio Console. Begins with AC.

Auth Token

On the same page. Treat it like a password — it grants full account access.

Phone number

A Twilio number with SMS capability enabled.

Setup

1. 1

   Open Settings → Messaging

   Select Twilio as your provider.

2. 2

   Enter your credentials

   Paste the Account SID and Auth Token.

3. 3

   Configure the webhook URL

   Copy the webhook from Messaro into the "A message comes in" field on your Twilio number, or inbound replies will never arrive.

4. 4

   Test the connection

   Send a message to yourself and reply to confirm both directions work.

SignalWire is an alternative SMS provider, also available on Scale plans and above.

Requirements

A SignalWire account with billing enabled.

Project ID

Found in your project settings.

API Token

Created under API Tokens, with messaging permissions.

Space URL

Your workspace hostname, such as yourspace.signalwire.com.

Phone number

A number with SMS capability, assigned to the same project as your token.

Benefits

• Lower cost per message
• Advanced messaging features
• Better international coverage
• Real-time communication APIs

Integrate with any service that speaks HTTP.

• Incoming webhooks — trigger automations from external events
• Outgoing webhooks — send data to external services
• Event types — contact created, SMS sent, email opened and more
• Custom payloads — configure exactly what data is sent
• Security — API key authentication on every endpoint

SMS metrics

• Total messages sent
• Delivery rate
• Reply rate
• Opt-out rate
• Click-through rate on links
• Time to first reply

Email metrics

• Emails sent
• Open rate
• Click rate
• Bounce rate
• Unsubscribe rate
• Device and client data

Every link in a message can be tracked.

• URL shortening — links are shortened automatically
• Click tracking — every click is recorded
• Geographic data — see where clicks come from
• Device data — track which devices are used
• Time analytics — when clicks happen
• Individual click history — see exactly who clicked what

Measure how your audience behaves over time, not just per campaign.

• Active versus inactive contacts
• Engagement trends over time
• Best performing campaigns
• Optimal send times for your list
• Audience growth rate
• Churn rate

• CSV export — take the raw data into a spreadsheet
• PDF reports — generate a shareable report
• Custom date ranges — export any period
• Contact data export — export contact information
• Campaign data export — export campaign results

• Visual calendar view — see everything scheduled across channels
• Drag and drop — reschedule by moving an item
• Colour coding — distinguish SMS and email at a glance
• Recurring events — schedule repeating campaigns
• Team collaboration — share the calendar with your team

Count your automations too

The calendar shows campaigns. A contact enrolled in a welcome flow and an abandonment flow is already receiving messages that do not appear here, and that total is what your audience actually feels.

• Add custom events and notes
• Link campaigns to calendar events
• Set reminders for important dates
• Track campaign history
• Export the calendar to other platforms

Workspaces provide complete isolation between clients.

Workspace features

• Separate data — each workspace has its own contacts, campaigns and conversations
• Dedicated login — each workspace can sign in independently
• Easy switching — agency owners move between workspaces instantly
• Custom branding — unique logos and colours per workspace
• Independent settings — SMS and email providers configured per workspace
• Separate analytics — track performance for each client individually

Creating a workspace

1. 1

   Open Workspace Management

   Then click Create Workspace.

2. 2

   Enter a workspace username

   For example acme-corp. Lowercase with dashes only.

3. 3

   Set a display name

   For example Acme Corporation.

4. 4

   Create a secure password

   This is what the workspace will log in with.

5. 5

   Add a contact email

   Optional, but useful for notifications.

6. 6

   Configure billing and branding

   Set the plan and upload the client logo.

Each workspace carries its own subscription and usage.

• Individual plans — every workspace can be on a different plan
• Separate usage — contacts, SMS and email credits are tracked per workspace
• Flexible billing — bill clients directly or absorb the cost in your agency fee
• Transparent reporting — see exactly what each workspace is using
• Easy upgrades — upgrade individual workspaces as clients grow

The agency account itself is free

You only pay for each workspace subscription. Start clients on free workspaces and upgrade them when they are ready to scale.

Make each workspace feel like the client's own platform.

• Custom logos — client logos appear in their sidebar
• Company information — business name, address and website per workspace
• Branded experience — workspaces see their own branding when logged in
• Agency control — manage all branding from the agency dashboard

1. 1

   Open the workspace

   From Workspace Management.

2. 2

   Click the settings icon

   For that specific workspace.

3. 3

   Go to General Settings

   The branding fields live here.

4. 4

   Upload the logo and details

   Changes apply to the workspace immediately.

An existing regular account can be converted into an agency account.

1. 1

   Go to Settings → Account

   Find the "Upgrade to Agency Account" section.

2. 2

   Click Convert to Agency Account

   The conversion wizard opens.

3. 3

   Enter your agency name

   This is the parent account name.

4. 4

   Set up your first workspace

   Username, display name and password.

5. 5

   Choose whether to migrate data

   Existing contacts and campaigns can move into the new workspace.

6. 6

   Complete the conversion

   Your account becomes an agency account.

The General Data Protection Regulation protects the privacy and personal data of EU citizens. If any of your contacts are in the EU, it applies to how you collect and process their data.

Key principles for marketers

Lawful basis

You need a legal reason to process personal data — for marketing this is usually consent.

Transparency

Be clear about how you will use their data.

Purpose limitation

Only use data for the purpose you collected it for.

Data minimization

Only collect data you actually need.

Accuracy

Keep contact information up to date.

Storage limitation

Do not keep data longer than necessary.

Security

Protect data from unauthorised access.

Accountability

Keep records that prove your compliance.

Valid consent under GDPR must be freely given, specific, informed and unambiguous. In practice that means an active choice the person clearly understood.

Tracking consent in Messaro

When adding contacts you can record how they opted in using the "How did they opt-in?" field. This is optional in the product but required by GDPR, so it is worth filling in.

• Website form opt-in
• Purchased from us / customer list
• Event signup
• Manual opt-in, verbal or written
• Partner or affiliate referral
• Other

Required elements for your forms

1. 1

   A clear consent checkbox

   For example: "I consent to receive SMS and/or email marketing messages from [Your Company]. You can unsubscribe at any time by replying STOP."

2. 2

   Unchecked by default

   The checkbox must not be pre-ticked.

3. 3

   Separate from terms

   Marketing consent must be its own choice, not bundled with terms acceptance.

4. 4

   Clear language

   Explain exactly what they are signing up for.

5. 5

   Easy opt-out

   Tell them how to unsubscribe, right where they agree.

Shopify integration

If you use the Shopify integration for abandoned cart recovery or post-purchase campaigns, your checkout must include SMS and email marketing consent. Shopify provides built-in marketing consent fields that satisfy this.

Messaro handles opt-out requests automatically. When a contact sends any of the standard keywords they are opted out immediately and blocked from future messages.

STOP

The most widely recognised keyword.

UNSUBSCRIBE

Handled identically.

CANCEL

Handled identically.

END

Handled identically.

QUIT

Handled identically.

Best practices

• Include "Reply STOP to unsubscribe" in your first message to any new contact
• Honour opt-outs immediately — the system does this for you
• Keep opt-out records for at least three years for audit purposes
• Never re-add an opted-out contact without fresh consent
• Offer alternative opt-out methods such as email or a web form

GDPR requires you to keep personal data only as long as necessary. These are our recommended retention periods.

GDPR requires records that prove your compliance. If a complaint is made, the question will be what you can evidence.

Consent records

When and how each contact opted in, tracked in the consent source field.

Opt-out records

When contacts unsubscribed. Tracked automatically.

Data processing records

What data you collect and why.

Third-party processors

The services you use, such as Twilio and SignalWire.

Data breach procedures

Your incident response plan.

Privacy policy

A clear explanation of your data practices.

Exporting your data

• User data export: Settings → Account → Download My Data
• Contact list export: Contacts page → Export to CSV
• Campaign history: the Reports page

• Company name and logo
• Business address
• Contact information
• Timezone settings
• Default sender information

Define your own variables for use in personalisation.

• Define custom variable names
• Set default values used when a contact has no value
• Use them in both SMS and email campaigns
• Track usage across campaigns

• Custom domain for shortened URLs
• Default link expiration
• Link tracking settings
• UTM parameter automation

• Generate API keys
• Set API rate limits
• View API usage
• Configure webhooks
• Access the API documentation

• Free — limited contacts and campaigns
• Starter — for small businesses
• Professional — for growing businesses
• Enterprise — custom solutions and limits

• Add and remove credit cards
• View payment history
• Download invoices
• Update your billing address

• Contacts used against your limit
• Messaging credits remaining
• Email sends this month
• API calls made
• Storage used

• Keep messages under 160 characters where you can
• Always include opt-out instructions
• Send during daytime hours in the recipient's timezone
• Personalise with the recipient's name
• Include one clear call to action
• Send no more than two or three messages a week
• Get explicit consent before sending anything
• Use the built-in shortener so clicks are tracked
• Test messages before a large send
• Monitor delivery and reply rates

• Write compelling subject lines of roughly 40–50 characters
• Use a clear sender name and a real reply-to address
• Make every email mobile-responsive
• Include both text and HTML versions
• Put an unsubscribe link in the footer
• Test across email clients before sending
• Segment your audience rather than sending to everyone
• Use A/B testing to settle disagreements
• Monitor engagement metrics over time
• Clean your list regularly

• Verify your sending domain
• Set up SPF, DKIM and DMARC records
• Maintain a good sender reputation with consistent sending
• Remove bounced addresses immediately
• Avoid spam trigger words and all-image emails
• Warm up new domains gradually
• Monitor blacklist status
• Honour opt-outs immediately

TCPA compliance (SMS)

• Obtain prior express written consent
• Include opt-out instructions in every message
• Honour opt-out requests immediately
• Keep records of consent
• Do not use auto-dialers without consent

CAN-SPAM Act (email)

• Do not use false or misleading headers
• Do not use deceptive subject lines
• Identify the message as an advertisement
• Include a valid physical address
• Honour opt-out requests within ten days
• Monitor compliance by any third parties acting for you