Pausing a campaign temporarily stops all pending sends without losing the contacts' progress.
Available on: all plans.
Who can do it: managers and admins with access to the Campaigns module.
Module: Main Screen > Side Menu > Campaigns
What you need before you start
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The campaign you want to pause has the Active status
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You have manager or admin permission
Pause a campaign
You can pause a campaign in two ways:
From the campaign list
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In the side menu, click Campaigns
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Find the active campaign you want to pause
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Click the actions menu (⋮) on the campaign row
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Click the toggle to deactivate it
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Click Pause campaign when the confirmation popup appears
From the campaign details screen
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Click the actions menu (⋮) on the campaign row, then click View details
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On the details screen, click the Pause button
What happens when you pause
Understanding the impact of pausing is key to deciding when to use it:
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New sends stop immediately. Message steps that were in the queue aren't processed while the campaign is paused.
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Contacts who already received earlier messages aren't affected. Messages already sent stay delivered as usual.
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Campaigns with an external trigger stop processing new events. During the pause, CRM events don't add new contacts to the campaign.
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Metrics are preserved. All send, delivery, and reply data remain available in the paused campaign.
Reactivate a paused campaign
From the campaign list
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Find the paused campaign in the list
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Click the actions menu (⋮)
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Click the toggle to activate it
From the campaign details screen
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Click the actions menu (⋮) on the campaign row, then click View details
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Click the Activate button
What happens when you reactivate
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Contacts in progress continue from the step they were on when the campaign was paused
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Pending steps are queued again for processing
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Recurring campaigns run again at the next cron occurrence
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Campaigns with an external trigger start processing CRM events again
Archive a campaign
If the campaign won't be used anymore and you want to keep the list organized, use the archive option:
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In the campaign list, click the campaign's actions menu (⋮)
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Click Archive
What happens when you archive
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The campaign can't be edited or reactivated; archiving is permanent
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Historical data and metrics are preserved
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The campaign is hidden from the list by default; use the Archived status filter to see it
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Archived campaigns remain available in the analytics dashboards when the “Archived” status filter is applied
Limits and rules
| Rule | Value |
|---|---|
| Which campaigns can be paused | Only campaigns with the Active status |
| Which campaigns can be activated | Campaigns with the Paused or Draft status. Completed manual campaigns can't be reactivated |
| Which campaigns can be archived | Any campaign, regardless of status |
| Archiving |
Irreversible; the campaign can't be edited or reactivated after archiving |
| Data after pausing | Enrollments and metrics fully preserved |
| Data after archiving | Historical data and metrics preserved, but the campaign is hidden from the default list |
Common errors and solutions
| Problem | Likely cause | Solution |
|---|---|---|
| The Pause option doesn't appear in the menu | The campaign isn't in Active status (it may be Draft, Completed, or Archived) | Check the campaign status. Only active campaigns can be paused |
| The Activate option doesn't appear in the menu |
The campaign is archived or is a manual campaign that has already completed |
Archived campaigns and completed manual campaigns can't be reactivated. Create a new campaign |
| Campaign reactivated but messages aren't being sent |
Outside business hours, or all enrollments have already completed |
Check whether the campaign has active enrollments. Confirm you're within business hours (8 a.m.–6 p.m., Mon–Fri) |
| Contacts didn't receive messages after reactivation |
The contact replied during the pause and Stop on Reply ended the enrollment |
Expected behavior. Stop on Reply ends the enrollment when the contact replies, regardless of the campaign status |