How do I build a campaign audience?

Last updated: November 5, 2026

Use the Audience section to choose who receives a campaign and who should be excluded before sending.

Before you start

  • Create a new campaign or open an existing draft campaign.

  • Prepare the lists, tags, segments, uploads, or filters you want to use.

Build the audience

  1. Open the campaign editor.

  2. Go to the Audience section.

  3. Add contacts by typing individual contact names, selecting lists, tags, or segments, uploading contacts, pasting contacts, or using supported filters.

  4. Review included contacts as audience tokens or in the audience preview.

  5. Remove any included audience token you do not want to use.

Apply exclusions

  1. Use the Exclude contacts field to remove individual contacts, lists, tags, or segments.

  2. Review automatic exclusions, such as opted-out or blocked contacts.

  3. Adjust audience safety settings if available, such as excluding contacts with open conversations or recent campaign recipients.

Preview and refine

  1. Select View audience to preview contacts who will receive the campaign.

  2. Select View excluded audience to see excluded contacts and exclusion reasons.

  3. Adjust inclusions, exclusions, filters, or settings as needed.

  4. Review the preview again before sending.

Tips

  • Use lists, tags, and segments for reusable audiences.

  • Always review both included and excluded audience previews before sending.

  • Use audience safety settings to avoid over-messaging or contacting people with active conversations.

Troubleshooting

  • If contacts are missing, check exclusions, opt-out status, filters, and safety settings.

  • If too many contacts are included, narrow your filters or review selected lists and tags.

  • If the excluded audience is unexpectedly large, check recent-campaign and open-conversation settings.