Sending Broadcasts
Getting here
- This module is accessible by Owners and Managers only!
You can access this module by selecting Broadcasts from the side navigation menu.
Broadcast Fields
The Broadcast table below shows a general overview of each broadcast.
The following is a description of what each column represents:
Indicates the current Status of the broadcast
Indicates the date and time of when the broadcast is Sent or Scheduled to be sent.
Indicates the Name of the broadcast
Indicates the Label of the broadcast
Indicates which Channel the broadcast will be sent to
Indicate the total amount of recipients of the broadcast
Indicates the total amount of broadcast messages
Indicates the icon to open up the Action menu
Broadcast Status
Broadcast statuses can be found on the left side. Clicking on each status will display broadcasts according to their status.
Broadcasts may have different statuses based on their position in the process. The possible statuses for a broadcast are:
By default, a broadcast is created in draft status and remains in draft until it is scheduled or sent.
This refers to broadcasts that have been scheduled to be sent at a future date. If the broadcast is canceled, it reverts back to Draft status.
Ongoing broadcast messages are being sent.
The broadcast will be marked as completed if all messages have been sent. All broadcast messages have been attempted to be sent. It is possible some messages were not delivered due to limitations on the Channel side.
The broadcast attempt has failed
Broadcast View
The default view is Table view. Click on the Calendar or Table icons to switch between Calendar view and Table view.
Table View
In the Table view, you can see all broadcasts, including past and scheduled ones.
Calendar View
In the Calendar view, you can see all broadcasts for the current month, including past broadcasts and scheduled broadcasts. Use the arrows next to the month to navigate to other months. If a broadcast is in Draft status without a delivery time set, it will be shown on its created date.
Broadcasts 2.0 Details Drawer
For both Table and Calendar views, clicking on a broadcast will open the Broadcast Details Drawer. This will display all relevant information about the created broadcast.
Table view Broadcast Details Drawer:
Calendar view Broadcast Details Drawer:
Date and time of the broadcast that has been sent or is scheduled to be sent.
Channels to which the broadcast will be sent.
The number of targeted Contacts
The total number of broadcast messages
The speed at which broadcasts are sent. If the send rate feature is not available, the default send rate will be as soon as possible.
Name of the User who sent the broadcast
Shows the message content. If the Last Interacted Channel option is selected, choose a channel to preview the message
- If a broadcast fails, the reason for the failure will be displayed in red text at the top of the Broadcast Details Drawer.
FAQ & Troubleshooting
Why is my test broadcast message not reflected in my respond.io inbox?
The test broadcast message must be sent to a test Contact that you have access to (e.g. your personal phone number).
What is Last Interacted Channel?
The Last Interacted Channel is the channel that the Contact most recently used to interact with the platform. It's possible for Contacts to use multiple channels to interact with the platform. When selecting this option, Broadcasts will be sent to the most recent channel the Contact interacted with. For example, if John sends a message to the platform through WhatsApp today and sends a message through Telegram tomorrow, his Last Interacted Channel would be Telegram.
Why are there channels with no Contacts showing up when I select Last Interacted Channel?
If no contacts appear when selecting the "Last Interacted Channel" option, it means that, at that point, no contact meets the criteria for the Segment of the broadcast. However, contacts that meet the criteria set for the Segment in a scheduled broadcast will still receive the broadcast. For example, if there are no Contacts in the Last Interacted Channel (Telegram) and the Broadcast is scheduled for 7 days in advance, any Contacts that last interacted with Telegram during those 7 days will be included in the Segment and will receive the Scheduled Broadcast. In such cases, you may still want to define content specifically for the Telegram channel.
Can I cancel a Broadcast that is In Progress?
Yes, it is possible to cancel a scheduled broadcast. However, a published broadcast that is currently sending cannot be cancelled.
What is Custom Send Rate and how can I get it?
Custom Send Rate is an optional add-on that allows you to customize your send rate based on a maximum limit of the total number of messages sent per second, minute, or hour. However, the rate to send messages cannot exceed 7 days. If the speed exceeds the channel limit, Broadcast messages may fail to send, and the channels may block them, which counts towards Broadcast usage.
Does sending a broadcast affect a Contacts’ conversation status?
No, the conversation status remains the same. For instance, if a conversation status is closed before the broadcast is sent, it will remain closed after the broadcast is sent. The conversation status will only change to open when the customer responds.
Why should I use customized send rates for broadcast?
There are 2 possible reasons why you might use customized send rates, depending on your goals and preferences.
- Slower send rates:
This can prevent customer support agents from being overwhelmed with too many responses. By slowing down the send rate of messages, agents can manage the volume of responses they receive and respond effectively to each customer.
- Faster send rates: