Help & Support

SMS Broadcasts

A broadcast sends one text message to many recipients. Open Broadcasts from the sidebar.

Requirements

  • Plan: Professional, Business, or Enterprise. On plans without broadcasts the page shows an upgrade prompt with an Upgrade Plan button.
  • Permission: you must have broadcast permission. Organization Admins and Team Leads have it by default; others see Broadcast Permission Required.
  • 10DLC: the sending number must be linked to an approved 10DLC campaign whose use case allows marketing/mixed traffic. See SMS compliance (10DLC).
  • SMS allowance: broadcast messages count against your plan's monthly SMS allowance, one message per recipient per segment. The review step estimates the total before you send.

Create a broadcast

Click New Broadcast and work through the wizard:

  1. Details — a Broadcast Name (at least 3 characters).
  2. Message — your Message Template (at least 10 characters). A live character and segment count is shown. Personalise with {name} or {first_name} (replaced by the recipient's name, or "there" if unknown); other {variables} are filled from CSV columns.
  3. Recipients — add people from any combination of:
    • Contacts — search and tick contacts, then Add Selected.
    • Call Lists — pick a list and Add All (up to 1,000).
    • CSV Upload — a file with a phone column (phone, phone_number, mobile) and optional name column; extra columns become template variables.
    • Manual — type a phone number and optional name, then Add Recipient. Duplicate numbers are removed. Contacts who have opted out are skipped automatically.
  4. Phone Number — choose the sending number. Numbers without an approved campaign show No 10DLC Campaign and the broadcast cannot be created with them.
  5. Schedule — Send Now or Schedule for a date and time.
  6. Review — confirm the summary, including Sending to N recipients will use approximately N SMS segments from your plan, then click Send Broadcast or Schedule Broadcast.

Manage a broadcast

The Broadcasts page shows Active, Completed, Scheduled and Total Recipients, with tabs for All / Drafts / Scheduled / Sending / Completed. Each broadcast shows its status (Draft, Scheduled, Sending, Paused, Completed, Cancelled, Failed), progress bar and counts of Sent / Delivered / Failed / Skipped.

From a broadcast's menu:

  • Start Sending (draft) or Send Now (scheduled).
  • Pause while sending; Resume later.
  • Cancel — unsent messages will not be delivered.
  • Delete — available for drafts, scheduled, cancelled or failed broadcasts.

Broadcasts cannot be edited after creation — cancel or delete and create a new one.

How sending works

Messages go out in batches at a controlled rate, so a large broadcast takes several minutes. Each recipient is checked against opt-outs immediately before sending. Every message also appears as a normal conversation in Messages, so replies land in the shared inbox.

Compliance reminders

Only message people who have agreed to receive texts from you, identify your business, and include opt-out instructions (e.g. "Reply STOP to opt out"). You're responsible for the content and consent for every broadcast.