Sending a Broadcast

Send a message to many contacts across WhatsApp, Instagram, or Messenger in one workflow.

Broadcast Wizard

Navigate to /broadcasts/create to start a new campaign.

The wizard has 5 steps:

Step 1: Audience

Choose a segment (created at /segments).

The wizard shows:

• Segment size (total contacts)
• How many have this channel connected (WhatsApp: 5,200 of 10,000; Instagram: 3,100, etc.)

If a contact has multiple channels, you control routing in the next step.

Step 2: Channel Strategy

Choose how to reach your audience:

Specific Channel: Send on one channel only (WhatsApp, Instagram, or Messenger). Only contacts with that channel connected receive the message.

Last Interacted: Send on each contact's most recently active channel. If a contact last messaged via Instagram 5 days ago and WhatsApp 2 days ago, they get the message on WhatsApp.

Select a connection (the business account to send from). For multi-connection organizations, this determines which WABA/Page the message appears to come from.

Step 3: Message Content

Compose your message for the chosen channel(s).

WhatsApp:

• Select an approved template (pre-approved by Meta)
• Choose language (the template language)
• Fill template variables (e.g., "{{1}}" becomes the customer's name)
• Templates appear after you select one — preview variables

Messenger & Instagram:

• Free-form text message (no template needed)
• Messenger broadcasts use optional Meta tags (e.g., ACCOUNT_UPDATE) to bypass the 24-hour window; select from the dropdown if needed

Step 4: Pre-flight Check

The system verifies:

• Is the connection still active? (healthcheck via Meta API)
• Do templates exist and are they approved?
• Can you send to this many contacts this hour? (plan limits)

If any check fails, you see a detailed error. Fix and retry (e.g., sync templates, wait for Meta approval, upgrade your plan).

Result: A green checkmark means you're ready to send.

Step 5: Schedule & Send

Name your campaign (e.g., "Spring Sale 2024").

Choose timing:

• Send Now: Broadcast starts immediately
• Scheduled: Pick date and time (campaigns queue at the scheduled time)

Set a rate limit (messages per hour). Default is 5,000/hour. Lower this to be gentler on Meta's rate limits or to pace sends.

Click Launch Campaign to begin sending.

Monitoring

After launch, open the broadcast's Analytics action (/broadcasts/{id}/analytics) to see delivery metrics:

• Total sent, delivered, read, failed
• Success rate (%)
• Estimated completion time
• Per-channel breakdown

Message Limits by Plan

If you hit your limit, upgrade your plan to continue sending. OTP requests (via OTP API) count separately.

Editing & Duplicating

Once launched, a broadcast is read-only. To make changes:

1. Go to /broadcasts
2. Find the campaign
3. Click Duplicate
4. Modify the duplicate and launch

The original campaign remains unchanged in your history.

Window Rules (WhatsApp)

WhatsApp has strict messaging window rules:

• Customer Service Window: You can send one message within 24 hours of the last message from the customer
• Window Closed: After 24 hours of silence, you must wait for the customer to message first

Broadcasts to inactive customers may be held or fail. The campaign log shows which messages couldn't be delivered due to window closure.