Applies to: Admins, Managers, Staff Members
Overview
Endear AI Opportunities and Campaigns work together to form a coordinated outreach system that ensures every customer receives a timely, relevant message — and never the same message twice.
Opportunities are your primary outreach method. When AI identifies a high-intent customer, it creates a personalized draft message for a staff member to review and send. This gives your team the chance to add a personal touch before the message goes out.
Campaigns act as your safety net. If a staff member doesn't act on an opportunity in time, the campaign steps in and sends its scheduled message automatically — so no customer falls through the cracks.
How the System Works
When a trigger event occurs (e.g., a customer makes a purchase) the system kicks off a coordinated sequence:
An opportunity is created. It is assigned to the relevant staff member. The AI generates a personalized draft message based on the trigger event and customer context.
The staff member has time to act. The opportunity remains available for review for up to 7 days, with a recommended due date of 2 days.
If the staff member sends the message from the opportunity, the related campaign automatically suppresses that customer and skips them in its next send. No duplicate message is sent.
If the staff member skips, dismisses, or doesn't act on the opportunity in time, the campaign sends its scheduled message as planned following your brand's post-purchase thank you campaign settings.
How the System Prevents Duplicate Messages
The coordination between Opportunities and Campaigns happens automatically. Here's how each scenario is handled:
You send from an Opportunity → Any related campaign automatically excludes that customer from its next send. The customer only receives your personalized message.
A campaign sends to a customer who has an open Opportunity → The opportunity is automatically canceled. If you are currently viewing that opportunity, you will see a notification that it has been removed, and you will advance to the next one in your queue.
Example Workflow
Here is a typical end-to-end scenario showing how the system coordinates:
A customer makes a purchase at your store.
An opportunity is created for their assigned staff member with a personalized thank-you draft.
The staff member reviews the draft within 2 days and sends a personalized thank-you message.
The scheduled thank-you campaign recognizes that a message was already sent to this customer and skips them.
The customer receives one thoughtful, personalized message — no duplicates.
If the staff member had not acted on the opportunity, the campaign would have sent its own thank-you message after the configured delay (for example, 72 hours after purchase), ensuring the customer still heard from your brand. Then the opportunity will be closed and removed from the staff member's queue.
Best Practices
Set campaign delays to give your team time to act on Opportunities first. For example, configure a thank-you campaign to send 72 hours after a purchase. This gives staff members a comfortable window to review and send personalized messages before the campaign's automatic message is triggered.
Use Opportunities for personalized, high-touch outreach. Opportunities are where your team adds the human touch — a specific product recommendation, a note referencing a past conversation, or a tailored suggestion. Campaigns ensure coverage, but Opportunities build relationships.
Trust the automation — no manual coordination needed. You do not need to manually track which customers should receive a campaign message versus an opportunity message. The system handles all coordination automatically, including suppression and cancellation logic.
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