Manage broadcasts

Every broadcast you send or schedule is listed on the Campaigns page. From there you cancel scheduled broadcasts, follow up with the people who responded, and resend to people the broadcast did not reach.

The Campaigns page

Each row is one campaign.

Click any campaign to open its results. See Broadcast performance.

Scheduled broadcasts

Broadcasts you scheduled wait under Scheduled on the Campaigns page until they go out.

To cancel one:

1. Go to Campaigns and click Scheduled.
2. Click the i button on the broadcast.
3. Click Cancel.

To change a scheduled broadcast, cancel it and schedule a new one with the changes.

Look at the scheduled list before any big send. A festive broadcast you scheduled weeks ago and forgot about can land the same morning as today's offer, and two broadcasts in a day is how you collect blocks.

Follow up on a broadcast

A broadcast's results split your audience into groups that behaved differently. Each deserves a different next message, and you can broadcast to any of them straight from the campaign.

flowchart TD
    S["Broadcast sent"] --> D["Delivered"]
    S --> F["Failed"]
    D --> R["Read"]
    D --> N["Delivered, not read"]
    R --> P["Replied"]
    R --> Q["Read, no reply"]
    P --> L["Answer in Live Chat"]
    Q --> A["Follow up with a new angle"]
    N --> T["One more try, at another time of day"]
    F --> X["Check reasons, then resend"]

To broadcast to people who read it:

1. Open the campaign from the Campaigns page.
2. Go to the Delivered section.
3. Tick has read.
4. Select the contacts and click Broadcast.
5. The campaign name is filled in for you. Change it if you like, pick a template and click Send Now.

The campaign also lets you broadcast again to people who replied with a particular answer, and to people who received the message but did not read it.

Who to follow up with, and how

People who replied. Do not broadcast to them. They asked you something, and the answer belongs in Live Chat, inside the 24-hour window, where you can write freely.

People who read it but did nothing. They were interested enough to open it. Send something new, not the same message again: a customer review, a closer look at one product, the offer ending tomorrow.

People who did not read it. Try once more with a different first line, at a different time of day. If they do not read the second one either, leave them for this campaign.

People who replied with a particular answer. If your template had quick replies, each answer is its own group. Everyone who tapped Show me more has told you what to send next.

Resend to contacts who did not get it

Failed messages can be sent again from the campaign.

1. Open the campaign from the Campaigns page.
2. Go to the Failed section.
3. Check the reasons first.
4. Resend the broadcast to the failed contacts.

The reasons decide whether a resend can work:

Resending straight away mostly produces a second round of failures. The most common reason, WhatsApp's cap on how many marketing messages one person gets, takes a day or two to clear. See Failed messages.

If you turned on retries for the broadcast, see how they went under Scheduled Retries on the campaign before resending by hand. See Broadcast settings.