If you’re a business looking to send bulk messages to your contacts on WhatsApp, then this article is for you. We’ll dive deep into questions you’ve always wondered about broadcasting – such as what is WhatsApp Broadcast, who can use WhatsApp Broadcast, how to create a broadcast message, the costs involved, and if you need WhatsApp Marketing software to broadcast.
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- WhatsApp Business App Broadcast Deliverability
- Building a Broadcast List WhatsApp Business App
- How to Broadcast in WhatsApp Business App
- How to Import Contact List into WhatsApp Broadcast List
- How to Add a Template Message for Broadcast
- Send a Broadcast with WhatsApp Business API
Why WhatsApp Broadcast Is Hard
We wish it were simpler, but before sending a WhatsApp broadcast you’ll need to decide which WhatsApp Business product to use. WhatsApp offers two products for business – WhatsApp Business App for small business and WhatsApp Business API for large ones.
It makes sense to use WhatsApp Business App for broadcasts because the app has a broadcasting tool built-in and allows you to send any content in your broadcast. However, it limits the WhatsApp broadcast list size to 256 Contacts.
Using WhatsApp Business API for broadcasts has many more limitations on broadcasts as you’ll need to use Template Messages, so promotional content will no be allowed. However, a WhatsApp API broadcast has a much higher broadcast size limit.
Below we’ll discuss the pros and cons of sending WhatsApp Broadcasts using the App and the API as well as explaining the best practices for both products.
WhatsApp Broadcast for Small Business
Using WhatsApp Business App for broadcasts is a great solution for small businesses. WhatsApp Business App is free, only requires a few minutes of set up and has broadcasting functionality built-in.
Since any content is allowed in a WhatsApp Business App broadcast, it’s possible to send promotional messages. The broadcast features available on the app are perfect for small companies using WhatsApp for Sales. There are some limitations though.
To send a broadcast on the App, you’ll need to create a broadcast list. However, broadcast lists are limited to 256 Contacts. Although this limits the reach for any single broadcast, you can make multiple broadcast lists, so it should work for small businesses.
Now, you’re almost ready to build your WhatsApp Broadcast list, but before you do there is one more very important thing to know about WhatsApp Business App broadcasts.
WhatsApp Business App Broadcast Deliverability
WhatsApp wants to protect users from spamming on their platform. Therefore, they made it so that broadcast messages sent from WhatsApp Business App can only reach contacts that have your business’ WhatsApp number saved in their Contacts.
To understand what happens when you send a broadcast to numbers who have saved your number and those that have not we conducted a little experiment. We send a broadcast to three Contacts, two of who saved our number and one that didn’t.
Then we reviewed the broadcast message analytics to see if we could tell which Contacts actually had the message delivered and which read the message. Unfortunately, the analytics are shown in such a way that it is very hard to tell.
Building a Broadcast List on WhatsApp Business App
There are two ways to build a WhatsApp Broadcast list. You can go directly to Broadcast and manually add Contacts you want to broadcast to one by one. If you’re planning to create many broadcast lists, this is very time-consuming.
Luckily WhatsApp has also provided a way to tag Contacts using labels. Users can add up to 20 labels with different colours and names to Contacts. This allows you to organize your Contacts with Labels over time, then add create a broadcast list using those Labels.
Tagging a Contact is easy, open a chat and use the Action Menu (3 dots) to label the chat. Labels can be used for any purpose like marking chats that are customers or labelling Contacts based on the products or services they are interested in.
The important thing about labelling to think ahead of time what type of broadcasts you will want to send. That way, you can label chats in a way that makes it easier for you to create a usable broadcast list later on.
How to Broadcast in WhatsApp Business App
Now that you know how labels work in the business app, it’s time to explore how to use them in broadcasting. There are two ways to start a WhatsApp broadcast, either via labelled contacts or creating a new broadcast list from your address book.
With labelled chats, select Labels from the action menu. You’ll find a list of labels with relevant contacts assigned to it. From this screen, you can create a broadcast list using the Message Customers button.
If you have no labelled chats, you can create a broadcast list by clicking New Broadcast and select the recipients from your contact list. You can find out more about how to import WhatsApp contacts here. Once done, label the broadcast list as needed.
When broadcasting, it’s also important to know who can receive your message and if your message has been read. Thankfully, WhatsApp gives us insight into this with their Read Receipts which we’ll discuss further below.
WhatsApp Broadcast: SMEs and Corporations
SMEs and corporations with many contacts deal with high volumes of messages each day. Therefore, they’ll need a multi-user platform like WhatsApp Business API and a WhatsApp Marketing software to send and receive messages efficiently.
To protect contacts from receiving spam and to ensure WhatsApp becomes a premier customer service platform, businesses are only allowed to send Template Messages 24 hours after the contact’s last message.
Template Messages are essentially strings of text with placeholders for customer updates. Businesses can use it to broadcast messages or to prompt a customer to restart a conversation 24 hours after their last interaction with you.
Some possible use cases for Template Messages include schools sending out notices on snow days, companies alerting users about a new feature or car dealers sending out notifications about a recall and so on.
As big businesses have a large number of contacts, it’s not feasible to add pre-existing contacts individually. Thankfully, you can import contacts but there are a few steps to take before you can use WhatsApp API to send messages.
How to Import Contact List into WhatsApp Broadcast List
As WhatsApp API doesn’t have an interface, using it requires you to connect to a business messaging platform like respond.io. While it’s not exactly a WhatsApp Marketing software, you can send WhatsApp Broadcasts and manage your inbox there.
From the Dashboard, simply navigate to Contacts, add Contacts, select a Channel, click multiple Contacts, upload the CSV file and finally click Import.
First names and phone numbers are mandatory. WhatsApp identifies their users via phone numbers, and businesses need their Contacts' phone numbers to message them via WhatsApp.
If you don’t have the first name, input a placeholder or dummy value instead. For reference, you can download the sample CSV file and populate the contact information before uploading.
Similar to Labels, you can add tags to filter and organize contacts. If your contacts have tags in the CSV file, it’ll be reflected on respond.io after importing. By default, the user who uploads the file will be assigned to the contacts but this is can be changed later.
How to Add a Template Message for Broadcast
To start, you’ll need to submit the Template Messages for approval at your WhatsApp Partner’s platform. Template Messages are approved according to WhatsApp’s Guidelines and they can take from a few minutes to up to an hour.
Generally, WhatsApp does not allow templates with promotional messages. To ensure businesses only send Template Messages when it’s needed, WhatsApp charges for every message depending on your WhatsApp Partner and location.
Once approved, add the Template Message on respond.io’s platform. Go to Settings, then Channels, select WhatsApp Channel, choose Templates and then add Template Message. Finally, complete the empty fields with the necessary information.
Depending on your WhatsApp Partner, you’ll need to input different information here. Refer to our guide here on how to set up Template Messages for each WhatsApp Partner.
Before sending a WhatsApp broadcast with Template Messages, make sure the Contact has messaged you before. Check out this article to learn how to get Contacts to message you over WhatsApp.
Alternatively, send the Contact the first individual message so that your Contact has a WhatsApp-connected channel on respond.io. To send the first message, go to the Messages module on respond.io.
We made this limitation to avoid people using our platform for spam and having their WhatsApp Business API account banned. Once you’ve messaged your Contacts or they’ve started a chat, you can now send WhatsApp broadcasts with Template Messages.
Send a Broadcast with WhatsApp Business API
1. Navigate to Broadcast > Add New Broadcast > Select Broadcast Channel> Fill in the required fields.
From here you can choose your target audience, select an uploaded Template Message and fill in the text where it’s labelled 1, 2, and 3 manually or with dynamic variables. Once done, you can preview the message here or send a test broadcast to check if it works.
2. Go to Test Broadcast, search for an existing contact and then click Send Test Broadcast.
Test broadcasts are useful for checking if messaging on your account is working properly. Successful test messages are a good sign that you can safely send or schedule a broadcast to your contacts.
3. Check your test broadcast on the sample recipient’s WhatsApp.
If it’s sent successfully and you’re satisfied with how it looks, it’s time to use your Template Message to broadcast.
4. Schedule a WhatsApp Broadcast or send it immediately.
If there are events lined up in your calendar, you can schedule your broadcasts in advance. Set the date and time to send your message and remember to select the correct time zone. This feature is also handy for businesses with remote or international clients.
That’s pretty much it, now you know how to send a broadcast with WhatsApp Business App and WhatsApp Business API.
WhatsApp Broadcast Infographic
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