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Broadcasts let you send one message to a group of customers at once — through a selected channel and segment. They’re useful for announcements, reminders, re-engaging “dormant” customers, and post-purchase surveys.
Broadcasts — bulk messages

Channels

Which channels to broadcast through

Customer Profiles

Segmentation by customer data

Notifications

Alerts to your team about events

AI Employees

Who to send on behalf of

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What broadcasts are

A broadcast sends the same (or a personalized) message to a list of recipients through the channel where they’ve already talked to you. This is not cold outreach — messages go only to customers who have already had a conversation with your AI Employee and have accepted communication through the channel. Typical use cases:
  • Announcing a promotion or a new service.
  • Reminding about an unfinished order or an abandoned cart.
  • Re-engaging customers who haven’t written in a long time.
  • Collecting feedback after a purchase.
  • Announcing changes in how your company works (hours, new services).
Broadcasts depend heavily on the channel: in a Telegram bot, a message reaches only users who started the conversation themselves; in CRM channels, it reaches customers with an open conversation. Follow each platform’s policies.

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Where to find it

In the platform sidebar, select Broadcasts (URL /broadcast). The section is available in any context — your personal account and an organization.

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How to create a broadcast

1

Open the Broadcasts section

In the sidebar, click Broadcasts (/broadcast).
2

Create a new broadcast

Click the button to create a new broadcast in the top-right corner of the page.
3

Choose a channel and segment

Specify which connected channel to send the message through and who exactly should get it — a customer segment or a specific list of recipients.
4

Write the message

Enter the broadcast text. Use personalization where possible — addressing the customer by name, linking to a specific product.
5

Send or schedule

You can send it right away or schedule it for a specific time.
A detailed description of the broadcast creation fields will be added after the next round of the platform audit. If you have questions about a specific field, contact Support.

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How it relates to other sections

  • Channels. A broadcast goes through a channel already connected to one of your AI Employees. See Channels.
  • Customer Profiles. Segmenting by Profiles lets you write only to the group you need — for example, only those who made a purchase in the last 30 days.
  • Notifications. Don’t confuse them: Notifications are alerts to your team about events in chats. Broadcasts are messages to your customers.
  • Billing. Each broadcast message uses words, just like a regular conversation. Keep an eye on your balance — see Billing.

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Best practices

1

Segment your recipients

The narrower the segment, the higher the response. Don’t send the same message to everyone at once; split your audience by interest, how recent the conversation was, and customer status.
2

Use personalization

Insert the name, region, or last order. Impersonal “Hello, we have a promotion” messages perform worst.
3

Test on a small group

Before a mass send, do a trial run on 10–20 customers and evaluate the response.
4

Don't send too often

A broadcast once a week is normal. Every day is a path to unsubscribes and blocks.

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FAQ

Only customers with an active conversation in the selected channel — that is, those who have already written to your AI Employee. Cold outreach to strangers isn’t supported.
If a broadcast is scheduled for the future, you can cancel or edit it before it starts. Once sending has begun, you can’t fully undo it, but you can stop further sending.
Each message sent uses words from your plan — just like a regular agent reply in a chat. See Billing.
Any channel connected to your AI Employee. Technical limits depend on the specific platform — for example, in Telegram you can’t message first someone who hasn’t started a conversation themselves.
Yes — switch the context to the organization, and that organization’s channels and agents become available.
On the broadcast’s own page — sent / read / replied. Customer replies land in the regular chat of the corresponding AI Employee.