Bulk messages

A bulk message sends one message to many contacts at once, such as an offer to everyone who has opted in. Each person gets their own copy, and replies land in their own thread.

Bulk messages need Pro. Managers and above can write and send them; messages to a large number of people need an owner or admin to approve them.

Write a bulk message

1. Go to Bulk messages and click New bulk message.
2. Give it a Name, such as “Autumn offer”.
3. Under Who it goes to, choose:
   • A segment: a saved group of your contacts. See Segments.
   • A list you upload: a CSV matched to your contacts.
4. Under How it goes, choose the channel.
5. Under The message, write it, or use a Saved reply. For WhatsApp, choose an Approved template. Fields such as {{contact.firstName}} are filled in for each person.
6. Choose Where replies go.
7. Under When it goes, choose a Date and Time, or send it as soon as it’s ready.
8. Click Save and check.

Check and send

The check shows Who gets it, and who is left out and why, for example:

• they opted out, or haven’t agreed to marketing
• they have no address or number on that channel, or it doesn’t work
• they had a bulk message recently, or have had enough marketing messages this week
• on WhatsApp, the message isn’t a template and they last wrote more than 24 hours ago

It also shows the Estimated cost where the channel charges.

1. Click Send me a test to see it as a customer would.
2. Send it, or schedule it for the time you chose.

If it’s going to more people than your approval limit, click Submit for approval instead. Owners and admins are asked to Approve or Turn down it. You can still change or cancel it until then.

You can cancel a bulk message until it has gone, but copies already sent stay sent.

See how it did

Open a sent bulk message to see its Report: how many were Sent, Delivered, Replied, Opted out and Failed.

Rules for every bulk message

Owners and admins set rules in Settings > Bulk messages:

• Approval: ask an owner or admin to approve messages to more than a number of contacts
• Time between bulk messages: leave each contact alone for a while between them
• Soft opt-in for existing customers: who counts as having agreed to marketing