Messenger Broadcasts

Documentation Index

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Messenger Broadcasts lets you send the same message to many Facebook Messenger contacts without handling each conversation manually. This works well for appointment reminders, order updates, newsletters, or re-engagement campaigns for older contacts.

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What you see on the Broadcasts page

The Broadcasts page is where you manage every campaign that has already been sent or scheduled. In the current interface, the table includes these columns:

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How to create a Messenger Broadcast

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Step 1: Create the Broadcast

Open Broadcasts from the left menu, then click Create Broadcast.

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Step 2: Choose Messenger as the channel

On the Choose Channel screen, select Messenger, then click Continue.

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Step 3: Choose how to send based on the 24-hour window

In the configuration screen, ChatbotX shows 2 main options under Broadcast Type:

• Within 24 hour: send directly to contacts who are still inside the 24-hour window since their last interaction
• Outside 24 hour: send outside the 24-hour window using the available campaign format

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When to use Within 24 hour

Within 24 hour is the right choice when the customer interacted recently and you want to continue the conversation while the care window is still open.

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What you configure in this option

In the current interface, this option includes:

• Broadcast Type: choose Within 24 hour
• Select Content
• Flow: choose the Flow you want to send
• Schedule: choose Send Now or Schedule for Later

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Good use cases

• Continue the conversation after the customer just asked for pricing or consultation
• Send a short reminder later in the same day
• Send a quick care Flow while the customer is still actively engaged

Note: This option only works while the contact is still inside the 24-hour window. If the customer has been inactive for more than 24 hours, switch to Outside 24 hour.

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When to use Outside 24 hour

Outside 24 hour is the right choice when you want to message contacts who have not interacted for a while. On Messenger, ChatbotX currently supports 2 types of content here:

• Marketing Message: marketing content, newsletters, offers, and re-engagement messages outside the 24-hour window
• Utility Message: non-promotional messages outside the 24-hour window, such as order updates, appointment reminders, or account notifications

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What you configure in this option

From the current screenshot, this option includes:

• Broadcast Type: choose Outside 24 hour
• Type: choose Marketing Message or Utility Message
• Select Marketing Campaign or the matching campaign field
• Schedule: choose Send Now or Schedule for Later

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The difference between Marketing Message and Utility Message

Marketing Messages on Messenger is the re-engagement option for marketing content outside the 24-hour window. Based on the validated reference, it is meant for people who opted in to receive marketing updates and is used through campaigns. Utility Message is the safer choice when you need to send an important non-sales update. If you place promotional content inside Utility, you risk misclassifying the message type.

Note: If the main purpose is to sell or promote, choose Marketing Message. If the message is mainly an essential update or reminder, choose Utility Message.

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How to schedule the send

Both options include a Schedule section so you can decide when the Broadcast should go out:

• Send Now: send immediately after finishing the setup
• Schedule for Later: choose a later time

Use a clear broadcast name so it is easy to read the Status, Estimated Contacts, and Scheduled At columns when you return to the list.

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Real examples

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Example 1: Send a newsletter to older contacts

You have a monthly newsletter campaign on Messenger. Since many contacts are already outside the 24-hour window, choose:

• Outside 24 hour
• Marketing Message
• a prepared campaign
• Schedule for Later

This works well when you want to run a timed marketing campaign instead of waiting for customers to message you first.

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Example 2: Remind a customer about an appointment

A customer booked a consultation before but has not returned to chat. Choose:

• Outside 24 hour
• Utility Message
• an appointment reminder campaign or reminder content
• Send Now

This fits because the message is an essential reminder, not a sales push.

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Safe operating tips

• Name each Broadcast clearly by goal, such as Messenger - Flash Sale May or Messenger - Consultation Reminder.
• Double-check the content type before choosing Marketing Message or Utility Message.
• Review Estimated Contacts before sending so you do not target the wrong audience.
• If you need a multi-step nurture flow instead of a one-time send, see Sequences - Drip Campaigns.