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Broadcasts

Broadcast is a powerful communication feature that allows users to send a single message to multiple recipients simultaneously. Unlike traditional group messaging where everyone sees each other's responses, broadcast messages are delivered as individual messages to each recipient. This ensures that your message reaches a broad audience while maintaining the privacy and personal touch of a one-on-one conversation.

Create a broadcast​

  1. To create a broadcast, navigate to Build > Broadcasts from the top navigation bar
  2. Select + Add broadcast.
  3. Select a name and a valid WhatsApp integration.

Configure your broadcast​

  • Audience: Upload a CSV file (including at least your customers’ phone number) to create your audience. There is also a CSV example so you can check how the structure of the file should be. The first row of the file should contain the column names, and the first column should contain the phone numbers.

  • Templates: You can view the templates approved in the WhatsApp Manager. If your templates require custom variables, you can fill them in manually or use those provided in the CSV file.

  • Tags: View the conversation tags for future reference. By default, the conversations get tagged by the broadcast name.

  • Settings: You can schedule the broadcast for a later time or send it immediately. You can also assign a brain to engage with customers after they reply, and optionally configure the conversation duration.

Review audience​

When you upload a CSV file, you can review the audience data to check for any errors, such as missing or incorrect information, before sending a broadcast. This step helps ensure your broadcast reaches the intended recipients without issues.

Broadcast Logs​

After sending a broadcast, you can view the analytics, including delivery rates and any errors that occurred. You can also replay the conversations with each recipient to see how they engaged with the broadcast.

Troubleshooting​

If you experience issues during the broadcast, check the logs for error codes and troubleshooting insights. For a full list of WhatsApp error codes, refer to the official error codes page.

Error 131026: Message Undeliverable is one of the most common issues. Possible reasons include:

  • The recipient’s number is not registered on WhatsApp.
  • The recipient hasn’t accepted the latest Terms of Service or Privacy Policy.
  • The recipient is using an outdated version of WhatsApp.
  • The recipient has blocked or reported your business.
  • Per-user limits on marketing messages were reached to maintain user experience quality.
  • The customer hasn’t come online within the 30-day offline message window.
  • The customer is in a restricted or sanctioned country.
  • You’re sending an authentication template to an Indian user (+91).

For further help:

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