Broadcast Overview

Objective

Overview of the Broadcast module in Conversational Connect (Jumper.ai)

Applies To

• Conversational Connect (Jumper.ai)
• Broadcast Module
• Marketing
• WhatsApp
• RCS
• SMS
• Failover SMS

Overview and Key Capabilities 

The Broadcast Module enables businesses to send marketing messages, promotional campaigns, and important notifications on a large scale. It supports WhatsApp, RCS, and SMS, and includes advanced features such as personalisation, A/B testing, segmentation, SMS failover, and analytics to maximize engagement and ensure reliable delivery.

Key Capabilities

• Multi-Channel Messaging
  Broadcast via WhatsApp, RCS, or SMS.
• Rich Media & Interactive Messaging
  Supports text, images, videos, PDF files, carousels, rich cards, quick replies, WhatsApp templates, and CTA buttons.
• Personalization
  Use system or custom variables (e.g., name, email, phone, gender) from CRM data or CSV uploads to deliver tailored content.
• A/B Testing
  Test multiple message variants to optimize engagement.
  Note: A/B testing is not supported for file-based targeting.
• Advanced Segmentation
  Apply operators, filters, and customer segments for precise targeting.
• SMS Failover
  Automatically send fallback SMS messages if WhatsApp or RCS fails.
• Broadcast Analytics
  Monitor delivery rates, engagement, and overall campaign performance.
• Capacity
  • Up to 2 million users per broadcast via the built-in CRM
  • Up to 100,000 users per broadcast via file upload
• Message Throughput Rates

The platform delivers messages at optimized rates per channel to ensure reliable delivery:

• SMS: 30 messages per second
• WhatsApp: 40 messages per second
• Google RCS: 32 messages per second
• Note: Actual delivery speeds may vary based on network conditions, recipient availability, and carrier-specific limitations.

Procedure

Accessing the Broadcast Module

1. From the left-hand navigation menu, select Broadcast.
   
   
    

2. You'll see two main sections:
   Broadcasts: Create and View existing broadcasts
   
   
   
   Note: If you have already created any broadcasts, the following screen will appear.
   
   
   
   Drafts: Access saved draft broadcasts
   
   
   
   Note: If you have already created any drafts, the following screen will appear.
   
   
   
   Dashboard Features
   The main dashboard provides several key functions:
   
   
   
   Search: Easily locate a specific broadcast by entering its name or ID into the search bar. This is helpful when managing a large number of broadcasts.

   Refresh: Use the refresh option to update the broadcast list and ensure that the latest execution details are displayed.

   View Analytics: Access detailed performance metrics for completed broadcasts.

   Create Broadcast: Launch the broadcast creation module to set up and schedule a new broadcast or save it as a draft.

   Broadcast List: The main dashboard displays a table containing all existing broadcasts with the following details:

   Broadcast Name: The name assigned to each broadcast.

   Broadcast ID: A unique identifier for each broadcast.

   Created Date & Time: The date and time the broadcast was created.

   Executed Date & Time: The date and time the broadcast was executed.

   Execution Status: Displays the current state of the broadcast (e.g., Completed)

   Actions: Manage broadcasts with available options, such as:

   1. Delete: Remove a broadcast.
   2. View: Review broadcast details.
   3. Duplicate – Create a new broadcast using existing settings.

      Download Broadcast Outcome Report – Retrieve detailed execution results.

Creating the Broadcast

Follow these steps to create and schedule a new broadcast using the platform:

Navigate to Broadcasts -> Create Broadcast.



If you have already created any broadcasts, the following screen will appear.


 

Basic Broadcast Information and Channel Selection

1. Enter a descriptive broadcast name. A default name (e.g., 'Broadcast #57') is auto-populated, but you can rename it.
   
   
    
2. Select the primary Messaging Channel you want to use (WhatsApp, Google RCS or SMS).
   Note: If the SMS Channel is connected in your account and you select WhatsApp or RCS, an SMS fallback option will automatically become available.
   
   
    

Additional Step for SMS: Select the Sender ID:

Let’s assume SMS is selected as the primary channel. In that case, you can choose a Sender ID from a drop-down list populated with the Sender IDs configured during the SMS channel connection, or select Custom to upload unique Sender IDs for each contact.

Case 1: Using File Upload

• When “Custom” Sender ID is selected, you can upload a file containing unique Sender IDs mapped to each contact. The column name in the file should be sender_id.
• If a valid Sender ID is found in the uploaded file for a contact, that Sender ID will be used.
• If no valid Sender ID is found in the file, the system will check the CRM custom field. If no valid Sender ID exists there either, it will fall back to the default account-level Sender ID.
• If “Custom” is not selected, the broadcast-level Sender ID will override any Sender IDs in the uploaded file, any in CRM custom fields, as well as the default account-level Sender ID.

Case 2: Using Filters or Segments

• When “Custom” Sender ID is selected, you can use CRM custom fields mapped to contacts, selected via filters or segments.The column name in the CRM custom field should be sender_id.
• If a valid Sender ID exists in the mapped CRM custom field for a contact, that Sender ID will be used.
• If no valid Sender ID is found in the CRM custom field, the system will fall back to the default account-level Sender ID.
• If “Custom” is not selected, the broadcast-level Sender ID will override any Sender IDs stored in CRM custom fields, as well as the default account-level Sender ID.
  
  
   

Create and Preview the Message

1. Expand the Create message section to begin composing the message content. Compose the message based on the selected channel

• SMS -  Only text messages are supported.
  
  
   
• RCS -  Supports text, image, video, file, carousel, rich card, and quick reply message types.
  
  
   
• WhatsApp - Only pre-approved WhatsApp templates can be selected.
  
  

2. Add personalisation if needed by inserting personalisation fields (e.g., system variables such as name, phone, or email, or custom fields) to customise the message for each recipient.

3. Review your message in the Preview panel on the right to ensure it appears correctly before sending.

A/B Testing Configuration (Optional)

A/B Testing lets you send two different message versions to separate segments of your audience, so you can see which performs better. 

1. Enable Split Broadcast
   Toggle Enable split broadcast in 2 parts (A/B Testing) if you want to run an A/B test for this broadcast.
2. Set Percentage Split
   Define how your audience will be divided between Version A and Version B.

• The default split is 50% / 50%.
• You can adjust these percentages as needed.

3. Create Message Versions

• Draft Version A with one variation of your message.
• Draft Version B with an alternative variation.

Limitation Note: A/B testing is not available when targeting broadcasts using file-based customer uploads.
 

Configure Failover SMS (Optional)

If you are using a channel other than SMS (e.g., WhatsApp, RCS), you can configure an optional SMS fallback message. This ensures that your audience still receives your message if delivery via the primary channel fails.

1. Expand the Fallback message (SMS only) section.
2. Toggle Enable fallback message to ON.
3. Select an appropriate sender ID for SMS delivery.
4. Enter the SMS message content that will be sent if the primary channel fails (you may include personalization variables).
5. Use the "Transcode" feature if needed for special characters
6. Check the preview pane to confirm the message content and variables are correct

Notes:

• Avoid using the entire character limit when including variables.
• Transcoding is not available for messages with custom variables.
• Ensure the message is concise and fits within the character limit.

Settings

The settings section offers three distinct approaches for the target audience selection. Choose one of the options and configure your target audience. 

Option 1: Filter-Based Targeting

This method uses your CRM data to create dynamic audience segments based on various criteria.

Last Interaction Filters:

• Interaction Date: Filter by the date of the last customer interaction.
• Interaction Time: Filter by time of last interaction.
• Talked with Agent: Select customers who had a conversation with a live agent.
• Engaged with bot flow: Select customers who interacted with a bot flow.

Personal Details Filters:

• Name: Filter by customer name.
• Email: Filter by customer email address.
• Number: Filter by phone number.
• Gender: Filter by recorded gender.

Tags and Custom Data:

• Tags - Filter by assigned tags.
• Custom Field - Filter by any custom field values

Broadcast Filters:

• Broadcast Delivery Status: Filter customers based on their broadcast delivery status (e.g., submitted, delivered, read, rejected, failed).

Managing Conditions:

• Add multiple conditions without limits and combine filters using AND (all must match) or OR (any can match).

Option 2: File Upload Targeting

For broadcasts using a file with the list of customers:

• Select targeting method: Choose “By uploading a file with customers” in Settings.
• Download sample file: Get the sample file to view the required columns and format.
• Update the file: Fill in mandatory columns, optional tags, and custom fields.
• Upload the file: Upload your completed file (CSV, XLS, XLSX, TSV; max 100,000 contacts).
• Limitation: A/B testing is not available with this targeting method
• Important Note: Please ensure all target customers have opted in to receive communications before sending a broadcast, to comply with data privacy regulations and maintain trust.

Option 3: Segment-Based Targeting

Utilise pre-created customer segments:

1. Select targeting method: Choose “By selecting segments” in Settings.
2. Select customer segment: Select from your existing customer segments.
3. Manage segments: Create and manage segments in the main CRM section.

Getting Audience Count

Critical Step: Always click the "Get the count" button to preview your audience size before finalising your broadcast. This helps verify your targeting criteria and estimate the reach.

Scheduling

When preparing to send a broadcast, you have three different scheduling options. These allow you to control when and how your message is delivered.

1. Expand the Scheduling section.
2. Choose when the broadcast should be sent:

• Send Now: The broadcast will be sent immediately once you click Save & Send.
• Send Later: Schedule your broadcast for a specific future date and time in a specific time zone.
• Save as Draft: Save your broadcast as a draft for later editing and sending.

Save and Execute

1. Review all configured details carefully to ensure accuracy.
2. Save your broadcast:

• For Send Now or Send Later scheduling options → Click Save & Send.

• For the Save as Draft scheduling option → Click Save as Draft.
  
  

3. Once saved, the broadcast will appear:

• In your Broadcast List on the Dashboard tab (if scheduled or immediately sent).
  
  
   
• Under the Draft tab (if saved as a draft).
  
  
  
  Note: Broadcast outcome data becomes available approximately 30 minutes after execution.

Broadcast Actions

Once broadcast is sent, the broadcast will appear in the list on your Broadcast page along with following actions:

• Download Broadcast Outcome Report
• View Broadcast details
• Delete Broadcast
• Duplicate Broadcast 

1. View Broadcast Details

   Click the eye icon in the Actions column
   
   
   
   Review complete Broadcast Configuration

   View message content and targeting criteria
   
   

2. Download Broadcast Outcome Report 

   Click the download icon in the Actions column
   
   
   
   Select CSV delimiter preference in the pop-up
   
   
   
   Click "Export" to generate a report
   
   
   
   The report will be emailed to your registered address, along with a download link that is valid for 1 hour. Please download the file as soon as possible before the link expires.
   
   
   
   Reports include the delivery status for the primary channel and, if configured for that broadcast, the failover SMS delivery status for each customer to whom the broadcast was sent.

3. Duplicate Broadcast

   Click the three-dot menu next to any broadcast
   Select "Duplicate"
   
   
   
   System creates a copy with new name (e.g., "Broadcast #59")
   
   
   
   Edit the duplicate as needed

   Send immediately or save as draft for later use.
    

4. Delete Broadcast

   Click the delete icon to permanently remove broadcasts
   
   
   
   A warning message will pop up asking for confirmation to delete it. Click on Yes, if you want to delete the broadcast

   Notes: 

   We recommend not to delete already executed broadcasts, as it may impact analytics. Once deleted, a broadcast cannot be recovered.

   You may delete broadcasts that are in Scheduled or Draft status.
   
   
    

5. Edit Broadcast

   Scheduled or saved drafts can only be edited.

   Scheduled Broadcasts

   Navigate to the Broadcasts section in your dashboard.

   Locate the broadcast you want to edit.

   Click on the Edit button.
   
   
   
   Make the necessary changes to the broadcast content, recipients, or schedule.
   Click Save & Send to apply your changes.
   
   
   
   Draft Broadcasts

   Navigate to the Draft section in your dashboard.

   Locate the broadcast you want to edit.

   Click on the Edit button.
   
   
   
   Make the necessary changes to the broadcast content, recipients, or schedule.
   Click Save as draft to apply your changes.
   
   
   
   Note: If you select the Send Now or Send Later option under scheduling and then click Save & Send, the broadcast will move from the Drafts section to the Broadcasts section and will be executed either immediately or at the scheduled time.