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WhatsApp Broadcasts

A WhatsApp broadcast sends one approved WhatsApp template to many people at once, for example a monthly offer, a new class timetable or a holiday closing notice. Each person receives it as a private message, and their replies arrive in your Team Inbox. Broadcasts to contact segments are part of every plan.

Sending to client segments or class participants needs CRM Suite (classes also need Bookings). Email campaigns are covered in Email broadcasts.

Before you start​

Create a broadcast​

Go to Engage > Broadcasts and click + Add Broadcast. The form has five steps. Click Save & Next to move on; your broadcast is saved as a draft after the first step.

  1. Campaign: enter a Broadcast Name and choose WhatsApp as the Channel.

  2. Recipients: choose the Recipient Type:

    • Contact: choose one or more contact segments under Recipients.
    • Client: choose one or more client segments (CRM Suite).
    • Class: choose a Class and a Class Participant Status (CRM Suite and Bookings).
    • Retarget: send to people from an earlier broadcast. See Retarget a broadcast.

    Click Recipients Count to see how many people will receive it. Click Create Segment if you need a new one.

  3. Message Details: search and pick an approved template under Message Template.

    • If the template has an image, video or document header, choose Upload Media or Paste Media URL. Images must be PNG or JPEG and videos MP4.
    • Fill in the Header Parameters, Body Parameters and URL Parameters. Type # in a parameter to insert a personalisation variable such as the contact's name.
    • Check the phone preview, then click Send Test Message, enter your Phone Number with country code and send. Personalisation variables are not filled in on test messages.

  4. Schedule & Send: under Broadcast Schedule, choose a date and time, or leave it empty to send immediately.

  5. Check the Campaign Summary and click Save & Schedule. Confirm the number of recipients in the warning. You see Broadcast saved successfully!

To finish later, click Save Draft at any point. Drafts are never sent.

The New Broadcast form on the Message Details step with an approved template selected, body parameters filled in and the WhatsApp phone preview

Track results​

On the Broadcasts page, each broadcast shows its channel, template, schedule, recipients and status (for example PENDING, RUNNING, COMPLETED or STOPPED). Click View Analytics (or the broadcast name) to open the Broadcast Detail page:

  • Messages Processed, Messages Sent, Messages Delivered, Messages Read, Messages Replied and Messages Failed, with counts and percentages.
  • A recipient list with Message Status and Message Reply. Use Filter By to see, for example, everyone who replied or everyone whose message failed. Click Start Chat to follow up with someone.
  • Export Data prepares a full report in the background. Download it from Settings > Data Exports.

The counts are approximate while messages are still being delivered. Export the report for exact figures.

The Broadcast Detail page for the October massage offer broadcast with sent, delivered, read, replied and failed tiles and the recipient list

Manage broadcasts​

From the actions on the Broadcasts page you can:

  • Edit Broadcast or Delete Broadcast while it is a draft or scheduled and has not started.
  • Stop Broadcast while it is sending. Messages already sent stay sent; pending messages are cancelled.
  • Clone Broadcast to reuse a finished broadcast. The copy is named with "(Clone)".
  • Preview Campaign to see the message.

Retarget a broadcast​

After a broadcast has finished, click Retarget Recipients on its detail page, or create a broadcast with the Retarget recipient type. Choose the Retarget Broadcast and the Retarget Engagement Type, for example All Read Recipients, All Replied Recipients, All Sent But Not Replied Recipients or failed recipients. For replied recipients, you can also filter by what they replied with Retarget Reply Filter.

Limits and good practice​

  • Messaging limits: Meta limits how many people your number can message in 24 hours (your messaging tier). A broadcast is capped at your current tier. During a free trial, broadcasts reach up to 100 recipients. See How to check my WhatsApp quality rating and messaging limits.
  • Paused accounts: if Meta has paused or restricted your WhatsApp account, Save & Schedule is disabled.
  • Opt-outs: numbers on the WhatsApp Suppressions list in Contacts do not receive broadcasts. Exclude the Unsubscribe tag in your segments. See Marketing opt-out management.
  • Meta charges per template message. See the WhatsApp pricing calculator.
  • If your plan no longer includes the module a saved broadcast needs, it shows This campaign's audience or channel needs the CRM Suite add-on. and will not be sent until you upgrade.
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