WhatsApp Broadcasts
Send a WhatsApp message to multiple customers at once — for promotions, new arrivals, flash sales, and more.
What is a Broadcast?
A broadcast is a single message sent to a list of opted-in customers at the same time. Each customer receives it as an individual message (not in a group chat), so it feels personal.
Broadcasts are ideal for:
- Announcing a new product or collection
- Running a flash sale with a limited-time offer
- Reminding customers about an upcoming event or deadline
- Re-engaging customers who haven't purchased in a while
Only send broadcasts to customers who have explicitly opted in to receive WhatsApp marketing messages from you. Sending to non-opted-in customers can result in your number being flagged or blocked by Meta.
Creating a Broadcast
- Go to Marketing → WhatsApp → Broadcasts
- Click New Broadcast
- Give your broadcast a name (for your reference only)
- Select a message template — only approved templates can be used for broadcasts
- Fill in the template variables (e.g. the offer details, product name, discount code)
- Choose your audience — select a customer segment or upload a list
- Schedule the send time or choose Send now
- Review the preview and click Send (or Schedule)
Audience Targeting
You can target broadcasts to:
- All opted-in customers — everyone who has agreed to receive WhatsApp messages
- A customer segment — e.g. customers who bought in the last 30 days, or customers tagged "VIP"
- A manual list — upload a list of phone numbers directly
Creating Segments
Customer segments can be managed from Marketing → Email → Subscribers — the same segments used for email campaigns can also be used for WhatsApp broadcasts.
Personalising Your Message
WhatsApp templates support personalisation with variables. When setting up a broadcast you'll see a field for each variable in the template.
For example, if your template is:
Hi {{1}}, we have an exclusive offer just for you: {{2}} off your next order. Use code {{3}} at checkout.
You would fill in:
{{1}}→ Customer's first name (auto-filled from customer data){{2}}→ 20%{{3}}→ FLASH20
Tracking Broadcast Results
After sending, go to the broadcast to see:
| Metric | What it means |
|---|---|
| Sent | Total messages dispatched |
| Delivered | Confirmed delivered to customer's phone |
| Read | Customer opened and read the message |
| Replied | Customer sent a reply |
| Clicked | Customer tapped a link or button in the message |
WhatsApp Broadcast vs Email Campaign
| WhatsApp Broadcast | Email Campaign | |
|---|---|---|
| Average open rate | ~90% | ~20–30% |
| Best for | Urgent, time-sensitive offers | Detailed content, newsletters |
| Template required | Yes (Meta approval) | No |
| Cost | Per message sent | Included in plan |
Use both together for maximum reach — send an email campaign first, then follow up with a WhatsApp message for customers who didn't open the email.
Next Steps
- WhatsApp settings — set up templates and phone numbers
- WhatsApp overview — connect your WhatsApp Business account
- Marketing automation — add WhatsApp to automated workflows
- Email campaigns — combine WhatsApp with email marketing