Until this week, the campaigns page in Text was admin-only. Your agents, the people talking to customers all day, could not even see it. That has changed. Agents can now open the campaigns page, preview every campaign, and create and run campaigns inside their own groups.
The three permissions that opened up
Agents can reach the campaigns page and preview all campaigns. It is no longer hidden behind admin access.
Agents can manage campaigns within their own groups, so the team that owns a set of conversations also owns the outreach that goes with them.
For accounts that have opportunities, agents can run the campaigns tied to those opportunities directly, without waiting for an admin to do it for them. Customers on LiveChat are not affected by this change.
Why the lock was holding the team back
Campaign settings are reversible. Nothing an agent does on this page is destructive, and anything can be rolled back. The admin-only wall was guarding against a risk that was not really there, and it slowed down the people closest to the customer.
It is also just how teams work now. Non-admins automate their own flows and manage AI every day. Keeping them out of a page of reversible settings was the kind of limit that made sense on paper and got in the way in practice. This change gives agents the tools to act instead of routing every decision through an admin.
More hands on every opportunity
Campaigns are how Text turns an engagement opportunity into an actual move. Opportunities flag the moments worth acting on: a visitor comparing products, hesitating near checkout, or coming back to an abandoned cart. The campaign is the response.
When only admins could run campaigns, those moments waited on someone who was not in the conversation. The agent who saw the signal could not act on it. Now they can. The person watching a customer hesitate is the person who can launch the campaign that catches them.
For an ecommerce team, that is the difference between an opportunity that converts and one that quietly expires. More people able to run campaigns means more incoming opportunities turn into sales and qualified leads, instead of sitting until an admin has a free minute.
Custom fields and an opportunities redesign next
Custom customer fields are coming, built on the newly released API combined with workflows.
The opportunities view is getting a redesign and a release to a wider set of users.
And there is work underway to give teams a stronger reason to use campaigns in the first place, based on their own historical data and the opportunities they have lost.
Available now
Live for agents on Text App accounts. Nothing to turn on.
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