Send a WhatsApp template broadcast in a few steps
If you just need the essentials, follow this:
- Open Messages → Broadcasts
- Create a new broadcast and select contacts or groups
- Review optional targeting (activity window, skip contacts in a flow)
- Select a pre-approved WhatsApp template from the WhatsApp dropdown
- Send now, schedule for later, or repeat—then create the broadcast
Your broadcast will use the chosen WhatsApp template for eligible WhatsApp contacts, including outside the 24-hour window when policy requirements are met.
Step-by-Step Process
WhatsApp templates must be pre-approved before they can be used in a broadcast.
- Navigate to Messages.
- Open the Broadcasts folder.
[CAPTURE: Messages tab showing the Broadcasts section.]
[CAPTURE: Messages tab with Broadcasts highlighted.]
- Click New Broadcast in the top-right corner.
- Select the contacts or groups you want to message.
- Configure your targeting options (if needed).
[CAPTURE: New Broadcast dialog showing contact/group selection.]
You can refine who receives the broadcast using options like:
- Only include contacts active in the last 90, 180, or 365 days to reduce sends to dormant contacts.
- Skip contacts currently in a flow to avoid interrupting contacts who are active in a Messaging flow.
[CAPTURE: Broadcast targeting options with activity filters and “Skip contacts in a flow” checked.]
Click Next to continue.
- Compose your broadcast message.
- Click the WhatsApp icon below the message editor.
- Choose one of your pre-approved WhatsApp templates from the dropdown.
- Confirm the template content is populated as expected.
[CAPTURE: Message editor showing WhatsApp template dropdown.]
Click Next to continue.
Choose when the message should be sent:
- Send immediately
- Send at a future date and time
- Repeat on a schedule
Confirm the schedule details, then click Create.
[CAPTURE: Broadcast scheduling screen.]
Result: Your broadcast will be sent using the selected WhatsApp template to all eligible contacts.
This can include contacts who have not messaged you recently, as long as WhatsApp policy requirements are met.
Common Issues & Quick Fixes
Problem: I don’t see any WhatsApp templates in the dropdown.
Fix: Ensure templates are approved by WhatsApp, and confirm the WhatsApp channel is correctly connected to your workspace.
Problem: The broadcast fails to send to WhatsApp contacts.
Fix: Review the template variables and ensure all required fields are provided, then confirm contacts have a valid WhatsApp URN associated with their profile.
Problem: Contacts in active flows didn’t receive the broadcast.
Fix: If Skip contacts currently in a flow was enabled, disable it if interruptions are acceptable, or handle those contacts with a Background flow approach instead of interrupting a Messaging flow.