WhatsApp Broadcasts

Documentation Index

Fetch the complete documentation index at: https://chatbotx.io/docs/llms.txt

Use this file to discover all available pages before exploring further.

WhatsApp Broadcasts lets you send a Flow or campaign to many WhatsApp contacts at once. This is useful for appointment reminders, transactional updates, post-purchase notifications, or remarketing campaigns sent to the right filtered audience.

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What you see on the Broadcasts page

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

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How to create a WhatsApp Broadcast

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Step 1: Create a new Broadcast

Open Broadcasts, then click Create Broadcast.

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Step 2: Choose the WhatsApp channel

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

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Step 3: Choose whether to send inside or outside the 24-hour window

Based on the current ChatbotX flow, WhatsApp has 2 main options:

• Template Message (Outside 24 hour): send outside the 24-hour window using a pre-approved template
• Active contacts within 24 hours: send while the contact is still inside an active messaging session

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When to use Template Message

Template Message (Outside 24 hour) is the right choice when you want to message contacts who have been inactive for more than 24 hours. In that case, WhatsApp requires you to use an approved template. WhatsApp currently supports 3 main template categories:

• Utility Message: transactional updates, appointment reminders, or other essential notices
• Marketing Message: offers, win-back campaigns, and sales content
• Authentication: OTP and verification code messages

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When to use Within 24 hour

Within 24 hour works best when the customer interacted recently and you want to continue the conversation while the active session is still open.

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Good use cases

• Continue a consultation Flow right after the customer asked about a product
• Send a short follow-up soon after the customer left their details
• Send a confirmation or first care message without needing an outside-24-hour template

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What to remember

In this option, WhatsApp follows free-form messages logic. That means you can send content directly in the active chat session without choosing a template category.

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The difference between Utility Message and Marketing Message

According to platform rules, if a template mixes utility content with promotional content, it may be reclassified as marketing. Because of that, it is best to define the message type clearly before creating the Broadcast.

Note: If the main goal is to sell or promote, choose Marketing Message. If the main goal is to deliver an essential update, choose Utility Message.

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What you configure on the Broadcast Details screen

On Broadcast Details, you set up the campaign using these main components:

• Send type (Flow / Template):
  • Flow: send a Flow to contacts
  • Template: send a template message
• WhatsApp Channel: choose which WhatsApp channel will send the message
• WhatsApp Template: choose the matching template
• Schedule: choose the send time, such as Now
• Contact filter: filter recipients before sending
  • Match all the conditions below: send only to contacts who meet every condition
  • Match one of the conditions below: send to contacts who meet at least one condition
  • Add Condition: add a new filter condition
• Confirm: confirm and send the Broadcast

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How to filter contacts before sending

The Contact filter section matters because it decides exactly who receives the campaign.

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Match all the conditions below

Use this when a contact must meet every condition you added. Example:

• has the Tag Old customer
• and purchased last month
• and is currently on WhatsApp

This is the better choice when you want a tighter, more precise audience.

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Match one of the conditions below

Use this when a contact only needs to meet one of the conditions. Example:

• has the Tag VIP
• or has bought product A before
• or is currently waiting for a human response

This is a better fit when you want a broader audience but still need filtering logic.

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How to schedule the send

In Schedule, choose when the Broadcast should run:

• Now or the equivalent label: send immediately
• another scheduling option if your screen shows one: send later

Before you click Confirm, review the recipient group and the filter conditions carefully.

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Real examples

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Example 1: Send a transactional update to the right customer group

You want to send a delivery update to customers who placed an order but have not received it yet. You might choose:

• Outside 24 hour
• Utility Message
• the delivery update Flow
• Match all the conditions below

Then add the conditions needed so only the correct waiting customers receive the update.

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Example 2: Run a remarketing campaign for older customers

You want to send a return-purchase offer to customers who bought before. You might choose:

• Outside 24 hour
• Marketing Message
• a promotion Flow or remarketing Flow
• Match one of the conditions below

This helps you expand the audience for your win-back campaign while still keeping useful filters.

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Safe operating tips

• Name the Broadcast clearly so it is easy to review later.
• Choose the correct Utility Message or Marketing Message type before sending.
• Double-check the Flow ID so you do not send the wrong content to the wrong audience.
• Set up the Contact filter first, then confirm the Broadcast.
• If you need a multi-step campaign over time instead of a one-time send, see Sequences - Drip Campaigns.