- SMS Broadcasts
Broadcasts can be used for multiple use cases such as updating customers on their orders, reminding them of events, notifying account-related updates, or anything else you can think of.
It allows Merchants to broadcast non-promotional messages to Users on supported messaging channels while working within channel restrictions.
Not only all customers who have ever interacted can be targeted under your broadcast, but SMS also allows you to even target customers who have not interacted with you on chat, you achieve this by using the CSV method while creating your broadcast.
Each messaging platform has policies on when you can reach out to a user and what kind of messages can you send, it is for you to ensure and adhere to these guidelines.
Before sending the SMS broadcast make sure to add the following detail in your Nexmo dashboard under API Settings:
i.e Webhook format >> POST
Delivery receipts (DLR) webhooks >> https://jumper.ai/sms/incoming/[your 16 digit merchant ID]
Inbound SMS webhooks >> https://jumper.ai/sms/incoming/[your 16 digit merchant ID]
To get your 16-digit Merchant ID, please contact the Vonage support team at email@example.com to raise your request. Post this request, the support team will provide you with the 16-digit Merchant ID after consultation with the Jumper team.
To create any broadcast, there will be 4 settings that will need to be configured in Broadcast:
- Messaging Channels: Where the Broadcast will be sent.
- Create Message: The message that will be broadcasted.
- Settings: Objective of Broadcast and who will be receiving the Broadcast
- Scheduling: Schedule your Broadcast to be sent right away or to be sent on a particular date & time.
- First Navigate to Automations >> Broadcast in the menu.
- Now set a name for your Broadcast and select SMS in Messaging Channels.
In case you didn’t set a name, names are added by default e.g. Broadcast #3.
- Now under Create message, you will find the text option, which is the only supported message type for SMS, click on the same to add your text.
- Once you have added your message in the input field, you can also view the preview of your message on the right of your screen.
We suggest keeping your message character limit within 500, although up to 1500 characters limit is supported for messages, but not all carriers do.
Note: You can also send emojis, special characters & links within the message.
- Now you need to set your Targeting conditions under Settings for your broadcast.
First, you need to set any one of the methods between Filters, segments, or CSV for your targeting.
Note: The segment option is visible only if you have already added at least one segment under Customers >> Segments. Know about segments & how to add segments here.
Segment(By selecting a segment)
If you choose the option By selecting a segment, you need to select any one of the added segments from the dropdown list of segments.
Make sure you have set up your Segment’s conditions suitable for your SMS broadcast before selecting.
Note: Avoid using “any of the following conditions” option under Segment conditions for SMS broadcast.
Filters (By selecting filters from below)
In the method By selecting filters from below in Targeting, you need to add conditional filters to your broadcast for your targeted customers.
You can add multiple conditions and set requirements on whether to send a broadcast that falls under all the following conditions or just any of the added conditions, i.e. ‘all following conditions’ or ‘any of the following conditions.
Note: Selecting “any of the following conditions” will display the count of all target customers based on the defined conditions. However, the broadcast message will be only sent to customers that fall under the selected broadcast channel (e.g., SMS) and exclude customers from other channels.
The condition for Interaction time is pre-added on this step, here you can specify a specific date and time for the interaction after which the customers have interacted, so the broadcast will be sent only to those customers.
You can remove this condition by simply clicking on the ‘X’ icon.
Here, you will find 4 types of conditions that can be applied to your broadcast message, i.e. Tags, Last Interaction, Personal details & Custom fields.
Know more about how to add and manage conditions here.
Tags: In this filter, you will find a list of dropdowns of your added tags to the customer who has any past interactions through your connected sales channel, select any one of the tags which you have added for SMS users for your broadcast. To add more tags simply add a new condition.
Last Interaction: In this filter, all customers who had past interactions with any of the selected sub-filters, will be receiving your broadcast message.
Here you will find a list of the following sub-filters to select from -
Interaction Date, Interaction Time, Interaction Channel, Talked with Agent, Engaged with product flow, Engaged with collection flow, Engaged with bot flow & Has Item in Cart and not paid.
For example, if you select Interaction Channel, then you will find a list of your connected channels, select any one of the channels to be applied for the condition.
Personal details: In this filter, you can add conditions that will be based on the personal information of the customer, such as Name, Email, Number & Gender.
Custom field: With this filter, the custom fields are stored in CRM/live chat for each customer, it's a "key: value" pair, for example, = "returningUser:true".
One can add multiple conditions for the Broadcast without any limits, by simply clicking on +Condition to add new conditions.
To remove any of the added conditions, simply click on the ‘X’ icon.
CSV (By uploading CSV file with contacts)
SMS allows you to even target customers who have not interacted with you on chat, you achieve this by using the CSV file upload method for your broadcast.
In this method, you can upload a CSV file with the following mandatory columns such as Country Code, Mobile Number, First Name & Last Name for your added contacts.
You can also include additional columns that you may want to save or use for the broadcast. (e.g. gender, DOB, etc.)
You can always download the sample CSV file to know more about how to add columns for your CSV.
You can get the count for the targeted customers who fall under your added filters and conditions, by clicking on the Get the count option.
In case you added a new condition click on Refresh the count to get the updated count for the same.
Note: The refresh count on broadcast is not real-time, generally it requires an hour for any newly added customers, tags, etc., to reflect the data on the broadcast end.
- Under the Scheduling section, you can specify when you want your broadcast to be sent, here you can choose between Send now or Send later options.
Send now: Will send the broadcast right away to the targeted customers.
Send later: You can schedule your broadcast to happen on your specified date and time.
- Once you are done with creating and scheduling your broadcast, click on Save & send.
If your customer list is too large, it will take time to execute the broadcast throughout all your customers, and you can always check your broadcast status under the STATUS column.
You can also download the targeted customer list for your created broadcasts under the TARGETED CUSTOMERS (CSV) column by clicking on Download CSV.
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