- Telegram 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.
Note: 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.
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 Telegram under Messaging Channels.
In case you didn’t set a name, names are added by default e.g. Broadcast #18.
- Now under Create message, you can create your broadcast message by selecting any one of the message types from below:
- Text Limit: 1000 characters
- Image Limit: 4MB
- Video Limit: 10MB
Body text - 1000 characters,
Button title - 20 characters,
Maximum upto 15 buttons.
- While adding your message, you can preview your message.
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. 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 15 buttons for quick replies.
Note: At Least one button is mandatory for Quick Replies.
- Now you need to select a Targeting condition under Settings for your broadcast.
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.
Here, 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’.
Important Note: When you select ‘any of the following conditions’ for the broadcast it also applies to the selected channel, e.g. if you add a condition for the particular timeline and select any of the following conditions options for broadcast, the condition will be applied to all channels falling under the timeline regardless of the selected channel (i.e. both conditions are true for this case “channel == Telegram OR time == selected_time”). To broadcast only for selected channels select the option all the following conditions.
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.
Here, you will find 4 types of conditions which 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 Telegram (not other channels), select any one of the tags. 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 Date, then you will have to mention the date of interaction, for which you want to send the broadcast to your customers.
Personal details: In this filter, you can add conditions which will be based on 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.
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.
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