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WhatsApp Broadcast: A How-To Guide

By October 23, 2020No Comments
WhatsApp Broadcast: A How-To Guide

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.

Why WhatsApp Broadcasts Are Hard

WhatsApp Broadcast for Small Business

WhatsApp Broadcast: SMEs and Corporations

Why WhatsApp Broadcasts Are 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.

WhatsApp Broadcast: App vs API

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 for 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 messaging. The broadcast features available on the app are perfect for small companies using WhatsApp for Sales. There are some limitations though.

WhatsApp Broadcast allows up to 256 contacts per broadcast list. You can send any form of content and add labels to organize your chats.
WhatsApp Business App Broadcast

To send a broadcast on the App, you’ll need to create a broadcast list. However, broadcasts 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

Since WhatsApp wants to protect users from spamming on their platform. They made it so broadcast messages sent from WhatsApp Business App can only reach contacts that have saved your business’ WhatsApp number 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 who saved our number and one that didn’t.

WhatsApp Business App Broadcast Deliverability

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 colors and names to Contacts. This allows you to organize your Contacts with Labels over time, then add create a broadcast list using those Labels.

Interestingly, labels applied with any of these three methods are independent of one another. As each label is a separate entity, adding, changing or removing them from a chat, specific message or broadcast list will not affect each other.
Labels are Independent of One Another

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 labeling Contacts based on the products of 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.

You can create a WhatsApp Broadcast list using labels.
How to Create WhatsApp Broadcast List in WhatsApp with Labels

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.

You can create a WhatsApp Broadcast list with your address book contacts.
How to Create WhatsApp Broadcast List with Address Book Contacts

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.
WhatsApp Broadcast: Template Messaging

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.

To start, apply for a WhatsApp API account, sign up for a free respond.io account and connect both platforms. Once connected, you can start to import WhatsApp contacts to respond.io via a CSV file.

From the Dashboard, simply navigate to Contacts, add Contacts, select a Channel, click multiple Contacts, upload the CSV file and finally click Import.

Once connected, you can start importing contacts data to respond.io via a CSV file. Navigate to Contacts > Add Contacts > Select a Channel > Multiple Contacts > Upload CSV file > Import.
How to Import Contact List into WhatsApp Broadcast List

First names and phone numbers are mandatory. 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 > Channels > WhatsApp Channel > Templates > Add Template Message. Then, complete the empty fields with the necessary information.
Adding Template Messages on Respond.io

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. Once the templates are added, it’s time to send your first WhatsApp Broadcast.

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. Once completed, you can preview the message here or send a test broadcast to check if it works.
Add a New WhatsApp Broadcast Message with Template Messaging

From here you can choose your target audience, select an uploaded Template Message and fill in the text where it’s labeled 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.
Sending a Test WhatsApp 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.

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 Messages to broadcast.
Test WhatsApp Broadcast using WhatsApp Message Template

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.

Schedule a WhatsApp Broadcast or send it immediately. If there are events lined up in your calendar, you can schedule your broadcasts in advance. You may set the date and time to send your message but remember to select the correct time zone. Time zone setting is also handy for businesses with overseas clients.
Schedule for Later or Send a Broadcast 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.

Further Reading

Interested in more how-to content about using messaging apps for business? We have more articles to help you to become a business messaging expert in no time:

WhatsApp Broadcast: A How-To Guide
Serene Tan

Serene Tan

Serene is the Content Lead at respond.io. She was an ex-teacher with stints in Australia, Singapore and Japan before returning home. She's also an MBA graduate from the University of Wales Trinity St David, UK and a certified social media marketer from Digital Marketing Institute.

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