- Facebook Broadcasts
Broadcasts can be used for multiple use cases such as updating customers on their orders, reminding them for 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.
Any customer who has ever interacted can be targeted under your broadcast.
Each messaging platform has policies on when you can reach out to a user and what kind of messages you can send, it is for you to ensure you adhere to these guidelines.
If you want to use Jumper broadcast, you must create a template via Jumper, if you have created a template via Facebook business manager, then Jumper won’t be able to leverage it.
To create any broadcast, there will be 4 settings that will be 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 Messenger in Messaging Channels.
In case you didn’t set a name, default names are added by default e.g. Broadcast #18.
- Now under Create message, you can select your type of message that you want to be broadcasted.
While adding your message, you can have an overview of your added message on the right side of your screen.
A. Text Message: To send a text message, select the Text option in Create message
Now add your text for the broadcast message. You can also add buttons with your text message by providing a Button action for your added button.
Note: Adding a button is optional.
Button action is triggered when a user clicks on the button. In button action we have options such as starting a product checkout journey, starting a collection flow, starting a bot flow, starting a Live chat, setting up a website link or to add a Custom payload.
Note: You can only add up to 3 buttons for your message in Broadcast.
Now add a title for your button. Here, we have selected the Start a collection flow option for the button action. Once you are done, click on Save.
Note: At any point if you wish to reset your message type, simply click on the ‘ - ’ icon besides the added message type to reset your choices for your message type.
B. Image/Video Message: To send an image or video message, select the Image or Video option in Create message.
Now here, you have options to search your images on Giphy, Upload via local files or paste the link for your image in the input field and click on Save. Follow the same instructions of the Video message.
C. Carousel Message: To send a carousel message, select the Carousel option in Create message. Then select any one of the options among Select Product, Select Collection and Custom Card
To Select a Product or Collection for your carousel, click on Select Product/Select Collection option, then add the product/collection by searching on the search bar and click on Select option.
To edit the button text, simply click on the button, now in the pop-up you can edit your button text and click on Save. Click on the delete button to reset your product/collection for the button and add it again.
To change the button action for the carousel, click on the delete icon for the added button action and select any of the options from - Start a product checkout, Start a collection flow, Start a bot flow, Start a Live chat, Open a website or Custom payload.
Note: A Button is mandatory for a Carousel.
To add a Custom Card, click on the Custom card option in the carousel, then add image, title, subtitle and your button for the card. Click on the button to add/edit your button title and action for your custom card carousel.
D. Quick Replies: To send a quick reply message, select the Quick replies option in Create message.
Then add your text for the quick reply in the input field.
Now click on the button to add/edit button title and button actions. You can add up to 10 buttons for quick replies.
Note: At Least one button is mandatory for Quick Replies.
- Now you need to set your Objective and Targeting conditions under Settings for your broadcast.
Firstly you need to specify your required objective(purpose) for your Broadcast.There are 5 sets of Objectives available for Messenger, you can choose any one of the purposes for your broadcast.
As broadcast itself is a message, sending messages to customers who have interacted within 24hrs is allowed by Facebook without including tags.
Any interactions which happen beyond 24hrs have to be tagged as per facebook policy. Currently they have 3 types of tags: Post purchase update, Account update and Confirmed event update.
While using any of these tags (Post purchase update, Account update and Confirmed event update), avoid using Promotion or Promotional terms in your broadcast messages as it could easily get flagged by Facebook. Facebook disallows any promotional content without consent of users.
If a Merchant kept sending promotional tagged messages, the facebook page might get banned or get flagged if used words for promotional wording like promotional sale, discount sale, etc. Instead use alternate wordings like Super hot sales, Summer sales, etc.
Post purchase update: In this option, Broadcast messages are tagged with post purchase update. If your broadcast is related to post purchase updates or sales use this objective option.
Account update: In this option, Broadcast messages are tagged with account update. If your broadcast is related to account updates (e.g. policy) use this objective option.
Confirmed event update: In this option, Broadcast messages are tagged with Confirmed event update. If your broadcast is related to event updates and you manage events for your customers, use this objective option.
Interacted within 24hours: No tags are required for this objective by Facebook, so one can send any customers who have interacted within 24hrs all type of message without restrictions.
Opt-in notifications: To select this option first you would need to create an Opt-in notification in Sales channels >> Facebook.
This option is mostly recommended for your promotion sales or discount sales because Facebook does not require any tags for this type of messages. One can send a message without restriction, but only after taking explicit consent of your customers by creating an Opt-in notification first. Know more about how to create Opt-ins here.B. Targeting
In Targeting, you can add filters and conditions for your targeted customers to send your broadcast.
In this section, you will find options to choose between Filters & Segments, segment option is visible only if you have added at least one segment under Customers. Know about segments & how to add segments here.
If you choose option By selecting a segment, you need to select any one of the added segments from the dropdown list of your segments.
In the method By selecting filters from below in Targeting, you need to add conditional filters to your broadcast for your targeted customers.
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 ‘delete’ icon.
You will find 4 types of conditions which can be applied to your broadcast message, i.e. Custom Tag, Last Interaction, Personal details & Custom field.
Custom Tag: In this condition, you will find a list of dropdowns of your added custom tags to the customer who has any past interactions, select any one of the tags. To add more tags simply add a new condition.
Last Interaction: In this condition, all customers who had past interactions with any of the selected filters, will be receiving your broadcast message.
Here you will find a list of the following filters to select from -
Interaction Date, Interaction Time, Interaction Channel, Talked with Agent, Completed the product flow, Completed the collection flow, Completed the bot flow & Has Item in Cart and not paid.
Personal Details: In this condition, you can add filters which will be based on the personal information of the customer, such as Name, Email, Number & Gender, followed by the targeting conditions such as Is, Isn’t & Is unknown. (the targeting conditions only apply on Name / Email / Number )
Let's say you select the Gender option under Personal details, then you need to select a gender option from the dropdown to be applied to the filter.
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".
To remove any of the added conditions, simply click on the ‘delete’ icon.
Note: To know more about how to add and manage conditions, click here.
You can also 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 updated count for the same.
Note: The refresh count on broadcast is not real time, generally it requires an hour for any new added customers, to reflect the data on 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.
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’s list is too large, it will take time to execute the broadcast throughout all your customers, you can always check your broadcast status under the STATUS column.
You can also download the targeted customer’s list for your created broadcasts under the TARGETED CUSTOMERS (CSV) column by clicking on Download CSV.
To edit any created broadcasts, simply click on the edit icon and make your changes, if you edit a broadcast which has been already sent, the broadcast will be sent again to the targeted audience, including newly added customers who fall under your added conditions.