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Some knowledge of the Journeys product will benefit you as you read through this guide. If you’re new to Journeys, the [Journeys documentation](/docs/personas/journeys/) will bring you up to speed.
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## How Engage campaign works
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## How Engage campaigns work
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Twilio Engage uses Journeys to send email and SMS campaigns. With Journeys, you add conditions and steps that trigger actions like sending an email or an SMS.
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Some knowledge of the Journeys product will benefit you as you read through this guide. If you’re new to Journeys, the [Journeys documentation](/docs/personas/journeys/) will bring you up to speed.
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## How Engage campaign works
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## How Engage campaigns work
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Twilio Engage uses Journeys to send email and SMS campaigns. With Journeys, you add conditions and steps that trigger actions like sending an email or an SMS.
> WhatsApp as an Engage channel is in public beta.
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## How Engage campaigns work
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Twilio Engage uses Journeys to send WhatsApp, email, and SMS campaigns. With Journeys, you add conditions and steps that trigger actions like sending a WhatsApp message.
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You’ll build and send your WhatsApp campaign in three stages:
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1. Create a Journey.
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2. Add a Journey condition.
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3. Add a WhatsApp step and publish your campaign.
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> warning "WhatsApp Templates"
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> To send a WhatsApp campaign, you'll first need an approved WhatsApp template. For instructions on building a template, view [WhatsApp Templates](/docs/engage/content/whatsapp).
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### Create a Journey
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Because Engage campaigns exist within Journeys, begin by creating a Journey:
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1. In Engage, select **Journeys**, then click **Create journey**.
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2. Name your Journey and select its entry settings.
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3. Click **Build Journey** to create the Journey.
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Segment then opens the Journey Builder.
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### Add a Journey condition
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With your Journey created, you’ll now set a condition to trigger your WhatsApp campaign:
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1. Within the Journey builder, click **+ Add Entry Condition**.
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2. In the **Add entry condition** pane, give the step a name.
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3. Click **+ Add Condition**, select your desired condition, then click **Save**.
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With your entry condition added, you’re ready to add an approved WhatsApp template to build a campaign.
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### Add a WhatsApp step and publish your Journey
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1. Within the Journey builder, click the **+** node below your new condition.
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2. From the **Add step** window, click **Send a WhatsApp**.
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3. Pick an approved template from the template list, then choose **Select**.
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4. Give the WhatsApp message step a name.
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5. In the **Sender** field, choose **WhatsApp**, then click **Save**.
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6. Segment returns you to the Journey builder. Select **Publish**, then select **Publish journey** in the popup.
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Your Journey and WhatsApp campaign are now live. Users who trigger the WhatsApp step’s parent Journey condition will receive your SMS campaign.
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## Messaging limits
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WhatsApp limits the number of unique recipients that can receive your campaigns. If your Meta Business Account isn't verified, you'll begin with a messaging limit of 250 unique recipients every 24 hours.
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Once your Meta Business Account is verified, the number of unique recipients increases, depending on your messaging limit tier. For more information, view Meta's [messaging limits documentation](https://developers.facebook.com/docs/whatsapp/messaging-limits/){:target="_blank"}.
> WhatsApp as an Engage channel is in public beta.
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With Twilio Engage, you can build personalized WhatsApp templates to store and use throughout marketing campaigns.
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This page explains how to create, build, and submit WhatsApp templates for approval.
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> warning "WhatsApp Template Approval"
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> WhatsApp templates must be approved by Meta before you can use them in campaigns.
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## WhatsApp template types
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You can choose between three WhatsApp template types:
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-**Media**, which contain media and text content
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-**Text**, which contain text content of up to 1600 characters
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-**Call to action**, which contain text content and phone or website buttons
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## Build a WhatsApp message template
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Follow these steps to build a WhatsApp template:
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1. Navigate to **Engage > Content** and click **Create template**.
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2. Select **WhatsApp**, then click **Configure**.
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3. Enter a template name and select your template's language.
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4. Select your template's content type, then click **Next**.
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- For text templates, enter your message's text in the **Body** field and add any desired [merge tags](#personalize-with-merge-tags).
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- For media templates, enter your message's text in the **Body** field, add the media URL, then add any desired merge tags.
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- For call to action templates, enter your message's text in the **Body** field, then add buttons for a phone number or website.
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5. Once you've finished adding your template's content, click **Save and submit for WhatsApp approval** or **Save**.
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- If you choose to submit your template for approval, confirm by clicking **Submit**.
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6. Segment confirms that your template was saved **or** saved and submitted for approval.
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## Submit a saved template for approval
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If you saved your template without submitting it for approval, it won't be available for use in campaigns until you submit it for approval.
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Follow these steps to submit saved templates for approval:
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1. Navigate to **Engage > Content > WhatsApp**.
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2. In the WhatsApp Templates table, select the template you want to submit for approval.
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3. Review your template. If you're ready to submit it for approval, select **Save and submit for WhatsApp approval**.
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4. In the **Submit for WhatsApp review** overlay, select **Submit**.
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5. Segment then confirms that your template was saved and submitted for approval.
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## Personalize with merge tags
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You can personalize your WhatsApp templates with merge tags based on profile traits.
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To include merge tags in your template, click **+ Add merge tag** in the template builder and select the profile trait(s) you want to include in your message.
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Segment displays the merge tag in the body as a numerical value surrounded by curly braces, like `{% raw %}{{1}}{% endraw %}`. When a susbcriber triggers your WhatsApp campaign, Segment will replace the merge tag with the specific value associated with that subscriber's profile.
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If a merge tag doesn't apply to a subscriber, Engage will use the content you enter into the **Default content** field.
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![Using merge tags with a WhatsApp message](/docs/engage/images/merge_tag.png"Using merge tags with a WhatsApp message")
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> info ""
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> To learn more about profile traits, visit Segment's [Computed Traits](/docs/engage/audiences/computed-traits/) and [SQL Traits](/docs/engage/audiences/sql-traits/) documentation.
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## Template approvals
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Meta must first review and approve your WhatsApp template before you can use it in a campaign. Meta approves most templates in under an hour, but some approvals can take up to 48 hours. Keep this time frame in mind if you plan to send time-sensitive campaigns.
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For more on the template approval process, view [recommendations and best practices for creating WhatsApp Message Templates](https://support.twilio.com/hc/en-us/articles/360039737753-Recommendations-and-best-practices-for-creating-WhatsApp-Message-Templates){:target="_blank"}.
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## Next steps
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Once your template has been approved, you can [create a Journey to send a WhatsApp campaign](/docs/engage/campaigns/whatsapp-campaigns).
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- '/personas/'
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---
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Powered by real-time data, Twilio Engage (formerly known as Personas) is a customizable personalization platform with which you can build, enrich, and activate Audiences.
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Powered by real-time data, Twilio Engage is a customizable personalization platform with which you can build, enrich, and activate Audiences.
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Engage Channels builds on top of these Audiences, helping you connect with and market to your customers through emailand SMS campaigns.
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Engage Channels builds on top of these Audiences, helping you connect with and market to your customers through email, SMS, and WhatsApp campaigns.
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## What can you do with Engage?
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-[**SQL Traits:**](/docs/engage/audiences/sql-traits/) Run custom queries on your data warehouse using the Engage SQL editor, and import the results into Segment. With SQL Traits, you can pull rich, uncaptured user data back into Segment.
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#### Build Audiences
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Create lists of users or accounts that match specific criteria. For example, after creating an `inactive accounts` audience that lists paid accounts with no logins in 60 days, you can push the audience to your analytics tools or send an SMSor email campaign with Engage Channels. Learn more about [Engage audiences](/docs/engage/audiences/).
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Create lists of users or accounts that match specific criteria. For example, after creating an `inactive accounts` audience that lists paid accounts with no logins in 60 days, you can push the audience to your analytics tools or send an SMS, email, or WhatsApp campaign with Engage Channels. Learn more about [Engage audiences](/docs/engage/audiences/).
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#### Sync audiences to downstream tools
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Once you create your Computed Traits and Audiences, Engage sends them to your Segment Destinations in just a few clicks. You can use these Traits and Audiences to personalize messages across channels, optimize ad spend, and improve targeting. You can also use the [Profile API](/docs/profiles/profile-api) to build in-app and onsite personalization. Learn more about [using Engage data](/docs/engage/using-engage-data/) and the [Profile API](/docs/profiles/profile-api).
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{% include components/reference-button.html href="https://segment.com/customers/drift/" icon="personas.svg" title="Personalizing marketing campaigns" description="Marketing teams use Engage to run real-time multi-channel marketing campaigns, based off specific user attributes they've computed in Engage. Read about how Drift used Engage to increase prospect engagement by 150% in two months." %}
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{% include components/reference-button.html href="https://segment.com/customers/drift/" icon="personas.svg" title="Personalizing marketing campaigns" description="Marketing teams use Engage to run real-time multi-channel marketing campaigns based off specific user attributes they've computed in Engage. Read about how Drift used Engage to increase prospect engagement by 150% in two months." %}
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## Market to customers with Engage Premier and Channels
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To send email and SMS message campaigns with Engage Channels, you'll connect a [Twilio messaging service](https://support.twilio.com/hc/en-us/articles/223181308-Getting-started-with-Messaging-Services){:target="blank"} and [SendGrid subuser account](https://docs.sendgrid.com/ui/account-and-settings/subusers#create-a-subuser){:target="blank"} to your Segment Engage space. Use existing accounts, or create new ones.
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To send email, SMS, and WhatsApp campaigns with Engage Channels, you'll connect a [Twilio messaging service](https://support.twilio.com/hc/en-us/articles/223181308-Getting-started-with-Messaging-Services){:target="blank"}, [SendGrid subuser account](https://docs.sendgrid.com/ui/account-and-settings/subusers#create-a-subuser){:target="blank"}, and [WhatsApp messaging service](https://www.twilio.com/docs/whatsapp/self-sign-up){:target="blank"} to your Segment Engage space. Use existing accounts, or create new ones.
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View the [onboarding steps](/docs/engage/onboarding/) for more on how to connect Twilio and SendGrid accounts.
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#### Send emailand SMS messages in Journeys
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#### Send email, SMS, and WhatsApp messages in Journeys
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Use Engage to build emailand SMS campaigns within [Journeys](/docs/engage/journeys/). Send email or SMS campaigns to [subscribed users](#user-subscriptions) based on event behavior and profile traits. With [message analytics](#message-analytics), you can track the performance of your campaigns.
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Use Engage to build email, SMS, and WhatsApp campaigns within [Journeys](/docs/engage/journeys/). Send campaigns to [subscribed users](#user-subscriptions) based on event behavior and profile traits. With [message analytics](#message-analytics), you can track the performance of your campaigns.
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-**Send Email**: [Build email campaigns](/docs/engage/campaigns/email-campaigns/) with existing templates, or create a new email template within Journeys. Before you send the email, test the template and set [conversion goals](#conversion-goals).
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-**Send SMS messages**: [Build SMS campaigns](/docs/engage/campaigns/sms-campaigns/) to message users in real-time as a step in a Journey. For example, create an abandoned cart campaign that texts users a reminder to complete their purchase, along with a promo code. Add [merge tags](#personalize-with-merge-tags) and set conversion goals.
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-**Send WhatsApp messages**: [Build WhatsApp campaigns](/docs/engage/campaigns/whatsapp-campaigns) that deliver messages to your customers on the world's most used messaging app.
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To learn more, visit the [CSV Uploader](/docs/engage/profiles/csv-upload/) documentation.
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#### Build Emailand SMS message templates
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#### Build Email, SMS, and WhatsApp message templates
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Build personalized [email](/docs/engage/content/email/template/) and [SMS](/docs/engage/content/sms/template)templates in Twilio Engage to use in your campaigns. Design email templates with a WYSIWYG [visual editor](/docs/engage/content/email/editor/) or a code editor. Engage saves the templates for you to preview, edit, and reuse throughout Journeys.
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Build personalized [email](/docs/engage/content/email/template/), [SMS](/docs/engage/content/sms/template), and [WhatsApp](/docs/engage/content/whatsapp)templates in Twilio Engage for use in your campaigns. Design email templates with a WYSIWYG [visual editor](/docs/engage/content/email/editor/) or a code editor. Engage saves the templates for you to preview, edit, and reuse throughout Journeys.
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#### Personalize with merge tags
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Insert real-time user profile traits from merge tags to personalize each message. For example, address recipients by name or highlight new products from a user's favorite brand.
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#### User subscriptions
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Set user subscription states in two ways:
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-[Upload a CSV file](/docs/engage/profiles/csv-upload/) with lists of users along with their phoneand email subscription states.
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- Programmatically with Segment's [Public API](https://api.segmentapis.com/docs/spaces/#replace-messaging-subscriptions-in-spaces){:target="blank"}.
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-[Upload a CSV file](/docs/engage/profiles/csv-upload/) with lists of users along with their phone, email, and WhatsApp subscription states.
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- Programmatically with Segment's [Public API](https://api.segmentapis.com/docs/spaces/#replace-messaging-subscriptions-in-spaces){:target="blank"}
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Use Engage to add subscription states to user email addresses and phone numbers. Subscription states help determine which users you can send campaigns to in Engage. You can set user subscription states with a [CSV file upload](/docs/engage/profiles/csv-upload/), or programmatically with Segment's [Public API](https://api.segmentapis.com/docs/spaces/#replace-messaging-subscriptions-in-spaces){:target="blank"}
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Use Engage to add subscription states to user email addresses and phone numbers. Subscription states help determine which users you can send campaigns to in Engage. You can set user subscription states with a [CSV file upload](/docs/engage/profiles/csv-upload/), or programmatically with Segment's [Public API](https://api.segmentapis.com/docs/spaces/#replace-messaging-subscriptions-in-spaces){:target="blank"}.
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#### Message Analytics
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With analytics in Engage, you can monitor real-time conversion data. Track message performance and customer interaction beyond clicks and opens. Use campaign dashboards to view events such as `Email Delivered`, `Unsubscribed`, `Spam Reported`, and more.
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