In this article, you'll learn how to create, configure, and send a broadcast or bulk message to your Contacts.
Trial plan users cannot send broadcasts.
Creating a new broadcast
Refer to the overview page of the respective channel to find out whether it supports broadcasts.
- From the side navigation menu, select the Broadcasts module.
- Click + Add Broadcast.
- Enter your Broadcast Name and Labels, then click Create. (Labels can be useful for analytics later.)
A new draft broadcast is created and the broadcast builder opens.
Configuring a broadcast
Select a Segment
Select a Segment to target specific group(s) for your broadcast by clicking the dropdown menu. If no segment is selected, the broadcast won't send.
To use an existing Segment, select it. To create one:
- Click the dropdown menu, then click + Add Segment.
- Enter a name for your new Segment, then click Save.
- Filter your Segment by adding conditions or groups. Use the Category and Operator fields based on your criteria. Contacts that match will appear in the Contact list.
- Click Update Segment to save.
Select the Channel Type and Channel
At Channel Type, select an option to send your broadcast:
- Specific channel: sends the broadcast to Contacts on that Channel. Any Contacts in your Segment without that Channel are excluded.
- Last interacted channel: sends the broadcast to each Contact's last interacted Channel.
At Channel, select the Channel used to send the broadcast. All connected Channels that support broadcasts are available for selection.
Sending a broadcast will not change a Contact's last interacted Channel.
Configure the message content
Available broadcast content differs depending on the selected channel:
- For WhatsApp Business API Channels, you can only select WhatsApp Message Templates for the content.
- For other supported channels, you may be able to send Text, Image, or File content, depending on the channel's limitations.
Sending to a Specific Channel
Add the content you want to broadcast based on the requirements of the chosen Channel.
Sending to Contacts' Last Interacted Channel
Define message content for each Channel, since each has its own limitations for broadcast content. By default, all Channels that support broadcasts are selected in the Selected Channels section. To exclude a Channel, deselect it — Contacts associated with it won't receive the broadcast.
Important: Depending on your plan, your monthly number of broadcasts may be limited.
Preview and send a test broadcast
- Preview your messages in the Message Preview section before sending.
- Send a test broadcast to check how your content appears to Contacts. Search for a Contact by name or phone number to receive the test — you can search any Contact who has the Channel available. Verify the content before sending the real broadcast.
Check the target audience
Check the Target Audience to see the breakdown of how many messages will be sent and how many recipients will receive the broadcast.
The number of messages may differ from the number of recipients. For example, sending 2 broadcast messages each to 10 recipients shows "Sending a total of 20 messages to 10 recipients".
WhatsApp target audience breakdown
For WhatsApp, a toggle controls who receives the broadcast:
Toggle ON — Send message only to Contacts who have previously interacted with this channel: the broadcast is sent only to Contacts who have interacted on the selected Channel. The breakdown shows:
- Total Contacts in the Segment — Contacts currently in the selected Segment.
- Contacts not available on the selected Channel(s) — Contacts in the Segment without the selected Channel.
- Contacts that have never interacted on the selected Channel(s) — Contacts in the Segment who have never interacted on it.
- Total broadcast recipients — Total Contacts in the Segment minus those unavailable on the Channel minus those who never interacted.
Toggle OFF: the broadcast is sent to Contacts who have interacted on the Channel and Contacts who have access to it but haven't interacted yet. The breakdown shows:
- This will be the first message received over this Channel by {n} of the recipients — how many will receive this as their first message.
- Total Contacts in the Segment — Contacts currently in the Segment.
- Contacts not available on the selected Channel(s) — Contacts in the Segment without the selected Channel.
- Total broadcast recipients — Total Contacts in the Segment minus those unavailable on the Channel.
Last Interacted Channel breakdown
- Total Contacts in the Segment — Contacts currently in the Segment.
- Contacts without a Last Interacted Channel — Contacts who have never sent or received a message.
- Contacts with an unsupported Last Interacted Channel — Contacts whose last interacted Channel doesn't support broadcasts.
- Contacts on excluded Channel(s) — Contacts whose last interacted Channel was excluded from the Selected Channels.
- Total broadcast recipients — Total Contacts in the Segment minus those without a Last Interacted Channel minus those on excluded Channels.
Make sure your Contacts have valid phone numbers and are expecting messages from your business. Too many spam reports may flag your account.
Schedule the broadcast and customize send rates
- Decide when to send. You can send immediately or schedule for a later date and time.
- Customize your send rate based on a maximum number of messages per second, minute, or hour. The send window cannot exceed 7 days. If the speed exceeds the channel limit, messages may fail to send as the channel may block them — which still counts toward broadcast usage.
If a send rate isn't configured or available, the broadcast is sent as soon as possible within each Channel's limit.
Send the broadcast
Confirm and verify the recipients and broadcast content, then click Send Broadcast. Scheduled broadcasts are sent at the specified date and time and appear in the Scheduled status.