How to set up Broadcasting?

Broadcasting in Kommo lets you connect with your leads on a larger scale using personalized and targeted messages. This guide walks you through each step of setting up a broadcast—from naming it and selecting your audience to choosing the right channel and crafting engaging content.

In this article, you’ll learn about:

Kommo provides two options for broadcasting:

• Custom broadcasts let you send personalized messages directly to your selected leads – ideal for one-time announcements or updates.
• Chatbot broadcasts automate your communication, enabling dynamic and scalable interactions using pre-designed chatbot flows.

Both options allow you to tailor your outreach strategy, whether you prefer personal engagement or automated efficiency. Choose the approach that works best for your goals and start connecting with your audience today!

Start by selecting the pipeline containing the leads you want to include in your broadcast. After choosing the pipeline, decide which specific leads will receive your message.

Here’s what you’ll need to do:

1. Open the Leads tab, in your pipeline, click on the Search and Filter bar and apply filters to pick your target leads. For example, if you want to contact everyone with the VIP tag, select that tag and click Apply.

1. After setting your target audience, you can choose between two broadcast options: Custom broadcast or Chatbot broadcast. To do this, click the Ellipsis icon and select your preferred type.

Let’s explore each option:

When you choose Chatbot broadcast, a setup window will appear. Here’s what you need to do next:

1. Pick an existing bot from the dropdown menu or create a new one by clicking Create a new bot. Only the account’s active bots will be shown in the dropdown menu.

1. Click Next to proceed or Cancel to exit the window without saving.

1. Add a name for your broadcast in the Broadcast name field and set the launch time (send immediately or schedule for later).

1. Click Finish. You’ll then be redirected to Chats > Chat tools > Broadcasting in Kommo.

If you select Custom broadcast, a new setup window will open. Here’s how it’s structured:

The preview section on the right shows how your message will look on a mobile device (always in WhatsApp format, regardless of the channel).

• Cancel: Opens a confirmation window asking if you want to stop editing the broadcast. This only appears if you’ve already added information to the modal fields.

Exit without save: Closes the broadcast setup modal.

Continue setup: Keeps the broadcast setup modal open.

• Clicking outside the modal works the same as clicking Cancel, prompting the same confirmation window if you’ve entered any information.
• Save and close: Saves the broadcast as a draft, closes the modal, and redirects you to the broadcasting page.

Send now/Schedule: If all sections of the setup are correctly completed, clicking this button will open a confirmation modal to proceed with sending the broadcast.

Let’s explore each available setup section:

Naming your broadcast

In the Broadcast name section, you can name your broadcast for easy identification.

New broadcasts are automatically named “New broadcast.” Click the pen icon to edit it. If the name exceeds the character limit, it will be shortened and end with three dots.

Once the broadcast is launched or saved as a draft, the system updates the name to include the date and time in the format: Default name + date + time. For example, the name might appear as New broadcast, 02/11/2024, 10:25 AM/PM.

The date format can be adjusted in Settings > General settings > Date format.

Selecting leads for the broadcast

In the Leads section, review and confirm your audience:

Displays the number of leads matching your applied filters. Click the count to view the filtered leads in a new tab.

Any filters you select are displayed as tags below the lead count. If the filters span more than three lines, a View all button appears, letting you expand the list.

To send a broadcast, make sure to select at least one lead.

The Tag failed recipients toggle allows you to tag leads that couldn’t receive the broadcast. For example, if you send a broadcast to 100 recipients and only 30 receive it successfully, the remaining 70 leads will be tagged with a tag of your choice.

When you enable this toggle, a field appears where you can enter or select a tag from the dropdown.

This feature is especially useful for follow-up broadcasts. If you want to target the failed recipients later, you can simply filter leads by the assigned tag.

Here are a few important things to keep in mind when using the Tag failed recipients feature:

• If you don’t enter or select a tag while the toggle is enabled, an error message will appear.
• If you add a tag but later turn the toggle off, the tag won’t be applied to the broadcast. However, it will remain in the list of available tags.
• You can remove a tag from the broadcast by clicking the X next to it, but this won’t delete the tag from the system.

Leads will be tagged as failed and excluded from the broadcast in the following cases:

• You don’t have a chat associated with the lead.
• The lead’s profile doesn’t include the communication channel required for the broadcast.
• The lead’s contact information is missing in their lead card.
• For Facebook, the lead hasn’t subscribed to the required opt-in topic.
• Additionally, for Facebook and Instagram, the 24-hour messaging window has closed.

Choosing a channel

In the Channel section you need to choose the communication channel for your broadcast. Options depend on your connected integrations:

1. If you haven’t connected any integrations

No integrations? Connect one first by clicking Connect. The integrations modal window will open, displaying the integrations you can set up for broadcasting.

If you choose to set up the integration right away, it will open it in a separate page.

1. If you have one integration connected

If you have a single integration connected, its details will be displayed automatically. For example:

1. If you have multiple integrations connected

If you have at least two integrations connected, you can select one from a dropdown list.

Creating content for the broadcast message

The Content step is where you create your message. You can use existing templates or write something new:

One of the most popular options for broadcasting is WhatsApp. The only way to send a broadcast with WhatsApp is by using pre-approved WhatsApp templates to ensure compliance with Meta’s messaging policies. To send a broadcast via previously created WhatsApp templates follow these steps:

1. Once you select WhatsApp in the previous step, the Content step becomes available.
2. Click the dropdown menu to select any WhatsApp template.

The selected template’s content will appear in the mobile preview.

If you don’t have any approved WhatsApp templates, follow these steps:

1. A prompt will appear, asking you to create a new template.

1. Click Create new template to open the Templates & Bots page. You can experiment by creating multiple broadcasts and editing them anytime later by accessing them in the drafts section.

Learn more about our WhatsApp Cloud API integration in our WhatsApp Cloud API: How to connect article.

For Instagram broadcasts, you can use a WhatsApp or Kommo template or create content from scratch. Pre-approved templates aren’t required – just pick any from the dropdown menu.

If you don’t select a template, you can create a broadcast from scratch in the Content section by adding text, media, files, and buttons. All content will appear in the mobile view.

Learn more about our Instagram integration in our Instagram: Overview article.

For Facebook, broadcasts must be sent within the standard 24-hour messaging window. If you need to send a broadcast outside this window, you’ll need to apply a tag or subscription topic. The available tags are:

• Confirmed event update
• Post-purchase update
• Account update
• Subscription topic

These tags allow messages to be sent beyond the 24-hour limit.

You can also send broadcasts to clients who have opted-in into chats with you. To learn more, read our Meta opt-in messages article.

Facebook broadcasts don’t require pre-approved templates. However, you can select a Kommo or WhatsApp template from the dropdown list.

If you’re not using a template, you can create a broadcast by adding your own text, media, and buttons. All content will be displayed in the mobile preview, so you can see how it will appear to your audience.

Learn more about our Facebook integration in our Facebook Messenger article.

For all other channels, the content section functions the same way. You don’t need pre-approved templates to create a broadcast.

If you choose not to use a template, you can create a broadcast from scratch by adding text, images, videos, and buttons. All content will be displayed in the mobile preview, giving you a clear view of how it will appear to recipients.

Templates cannot be edited during the broadcast setup. To make changes, click Manage templates to edit them in the Bots & Templates section.

Next, you’ll decide when your broadcast will be sent in the Launch time step. You can either send it immediately (the default setting) or schedule it for a later time.

If you choose to schedule, you can select a date and time using the calendar or dropdown menu.

Once you’ve set the timing, the Send button in the top-right corner of the modal updates to reflect your choice – Send now or Schedule. If everything is correctly configured and the template (if using WhatsApp) is approved, clicking Send now or Schedule will open a confirmation window.

This window summarizes the broadcast, showing the number of leads it’s being sent to and the scheduled start time.

Once you send or schedule your broadcast, a success message will confirm your broadcast launch. You’ll be automatically redirected to the Broadcasting page. To learn more about this section, read our What is Broadcasting? article.

Once you send or schedule your broadcast, you’ll be automatically redirected to the Broadcasting page. You can access this section anytime by clicking on the gear icon in the Chats section and select the Broadcasting subsection.

To learn more about the Broadcasting page, refer to our Guide to Broadcasting messages in Kommo article.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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