This module is accessible by Owners and Managers only!
This module can be accessed from the side navigation menu under the menu item, Broadcasts.
The Broadcasts Module allows you to send mass messages to all of your Contacts, or target selected Contacts based on Tags and Channels.
The Broadcasts Module has three separate views depending on your needs: Calendar, Scheduled, and History. You can switch between these views via the dropdown menu on the top left of the module.
Broadcast View
Calendar
In the Calendar view, you can view all broadcasts including the past and scheduled broadcasts. Use the arrows on the top right to navigate through the months.
Upcoming broadcasts will be indicated with a colored tab while past broadcasts are indicated with a grey tab. You may click on the item to find out more details about the broadcast and cancel it if it has not been sent.
An indicator will be shown beside the broadcast name if the broadcast is not sent successfully due to insufficient broadcast message usage.
Scheduled
In this view, you can see a list of broadcasts scheduled to be sent out at a specific date and time.
Tips: Use the search
🔍
function to look for the broadcast you want.
History
In this view, you can see a list of broadcasts that have been sent out. "Recipients" is the number of contacts targeted to receive the broadcast and "Number Of Broadcast Messages" is the total number of broadcast messages to send to the expected recipients.
There might be a discrepancy between the Number of Broadcast Messages count in the Broadcast Module and Broadcast Messages count in the Usage Module. This is due to how Contacts are processed when a broadcast is sent.
For instance, if there are two Contacts with the same phone number, the broadcast will only be sent to one of the contacts with this phone number once. In the Broadcast Module, it will be shown as two messages, but actual usage in the Billing and Usage Module will be one.
An indicator will be shown beside the broadcast name if the broadcast is not sent successfully due to insufficient broadcast message usage.
Managing Broadcasts
You can view the details of each of the broadcasts by pressing Edit under the More Actions
menu.
Broadcast Fields
Fields
Description
Broadcast Name
The name used to identify the broadcast
Broadcast Time
The specified time of when the broadcast is to be sent
Message Content
The content specified for the broadcast
Channel
The Channel of which the target audience belongs to
Tags
The Tags of which the target audience are tagged with
Target Audience
Estimated number of recipients who will receive the broadcast message based on the targeting options
Actions
You can perform the following actions with broadcasts:
Step 1: Navigate to the Broadcast Module
From the side navigation menu, select Broadcast from the menu
Step 2: Press ADD BROADCAST
At the top bar, press the blue ADD BROADCAST button and the New Broadcast dialog should open up.
Step 3: Select the messaging channel
Pick the Channel you wish to send the broadcast to. Only Contacts of the selected Channel will receive the message.
Refer here for the list of Channels that support broadcasts.
Important: Depending on your plan, your monthly number of broadcasts may be limited.
Step 4: Name the broadcast
Enter a name for your broadcast under the Broadcast Name field.
Step 5: Specify the target audience
Next, you can choose to select your audience to broadcast to. This can be done by narrowing down your Contact List by using Tags or segments. You can use Tags to filter out the Contacts or simply send the broadcast to all Contacts under this Channel.
Tips: Below the field, you can find the estimated number of Contacts that will be targeted under your current settings.
Step 5b: Specify audience preference
This option only exists if you select Channels that can be enabled by phone numbers!
By default, the targeted audience includes eligible Contacts who are not yet connected to the Channel. Eligible Contacts are Contacts who have a phone number that can be connected to the selected Channel.
If you wish to broadcast to Contacts who have interacted with the Channel previously, you may check the box Only send to Contacts who interacted with this Channel before. Checking this box will only target Contacts who have interacted with the Channel before.
However, in cases where multiple Contacts share the same phone number, only one Contact will be taken into account and precedence will be given to the Contact who has connected to the Channel previously.
Step 6: Compose the message
Broadcasts via Facebook Messenger and WhatsApp do not share the same content builder as other Channels. Please refer to the following for more information.
Facebook Tagged Message
If you have selected Facebook Messenger as the broadcast Channel, you will be prompted to specify the broadcast content using Facebook Tagged Message.
Refer to this page for more information on Facebook Tagged Messages:
If you have selected WhatsApp as the broadcast Channel, you will be prompted to specify broadcast content using WhatsApp Message Templates and you are able to check out the message in the preview section.
Dynamic variables can be used when sending WhatsApp Message Templates.
Refer to this page for more information on WhatsApp Message Templates
Begin composing the message of your broadcast by pressing the blue Add Content. You can choose from the following content:
Content Types
Description
Text Message
Sends text as its own message.
Multiple Choice
Sends out a prompt and lists several options for the Contact to pick from.
File or Image
Sends out a file or image from the platform. You can upload files to the platform in the Files Module.
Survey
Sends out a survey that you have created. You can create your own surveys under the Surveys Module.
Note: Surveys are recommended to be placed last in broadcasts.
Each broadcast can only hold up to a maximum of 5 different content.
Tips: Include dynamic variables in your broadcast content to personalize the content. This is available for all Channels except LINE, Viber and SMS (MessageBird).
You can reorder the existing content by dragging the reorder button on the left of each content.
You can also remove the content by pressing the delete button on the right of the respective content.
Step 7: Schedule your broadcast
If you do not wish to send the broadcast immediately, you have the option of scheduling your message to be broadcasted at a specific time. This is done by checking the Schedule Broadcast radiobox.
Fill in the date and time that you want the broadcast to be sent out and specify the specific time zone to be used. If you do not schedule the broadcast, it will be sent out immediately instead.
Important: Note that broadcasts cannot be edited once they have been scheduled.
Step 8: Sending a Test Broadcast
Before sending the broadcast to mass recipients, you can send a test broadcast to yourself or a test recipient to verify the look and feel of the content.
Tips: It is better to check and verify new content before sending it as a broadcast.
Step 9: Confirm and Send Broadcast
Once you have verified the recipients and broadcast content, press SEND BROADCAST or SCHEDULE BROADCAST to submit the broadcast.
Viewing a Broadcast
In the History view, you can view the details of each of the broadcasts by pressing View under the More Actions menu,
.
More Actions Menu
Broadcast History Details
The Recipients field indicates how many of your Contacts were sent this broadcast, based on the targeting options that you have set.
Editing a Broadcast
In Scheduled view, you can edit upcoming broadcasts that have yet to be sent out. You can do so by pressing Edit under the More Actions menu,
.
Cloning a Broadcast
If you wish to create similar broadcast, you clone existing broadcast and make necessary changes. There are two ways to clone a broadcast,
From More Actions menu
View or Manage Broadcast
Deleting a Broadcast
If you would like to delete a broadcast, it can be deleted from the space by choosing Delete from the actions menu.
Be careful when you delete a broadcast as it may be used by other users in the space. Bear in mind that the deletion cannot be undone.
Exporting Broadcasts
Only Owners and Managers with no such restriction can perform this action!
If you wish to export the broadcasts in the view, you can do so by selecting an export option from the More Menu. You can choose between exporting your Contacts in a CSV file depending on your business needs.
Tips: Exporting your broadcasts in PDF is better suited for viewing and sharing. Export them as a CSV file to be more easily edited.