Broadcasts
Broadcasts are campaigns you send to many customers at once from the admin dashboard, by email, text message (SMS), or both. Use them for the same update across a filtered audience—seasonal notices, schedule changes, and similar announcements—while one-to-one replies stay in Messages.
Where to find Broadcasts
Open Broadcasts under Sales in the left navigation, with Customers, Pipeline, and Reviews. The list shows every campaign with columns for Subject, Status, Recipients, Sent / Failed, and Date. New broadcast starts a draft and opens the create wizard.
Click a row to open that broadcast’s detail page. Drafts show Continue editing, which returns you to the wizard for that draft.
How a broadcast is built
Creating a broadcast is a five-step wizard: Brief, Edit, Audience, Preview, and Send. New broadcasts start as Draft. Changes save automatically while the campaign remains a draft; only drafts can be edited.
Use Back and Next to move between steps. On the Preview step, the primary action becomes send, which opens confirmation rather than sending immediately.
Brief
Choose a channel — Email only or Email + SMS — then describe what the message should cover and choose Draft with AI. The AI writes a subject line and body from your brief and moves you to Edit. The brief must not be empty before you can draft. Email + SMS appears only when your organization has text messaging set up; with it, each recipient receives exactly one message on the best available channel, not two.
Edit
Refine Subject and Body. The body is Markdown; toggle Edit and Preview on this step to review the rendered text.
Insert merge tokens so each recipient gets personalized values:
{{firstName}}{{name}}{{companyName}}
Redraft with AI regenerates the subject and body from the original brief plus your current draft. Redraft needs the brief from the first step.
Text message body
For an Email + SMS broadcast, the text message is written separately from the email body. Edit text message opens a field for the SMS text; a body is required before the broadcast can be sent by SMS. The business name and Reply STOP to opt out are added automatically, so don't type them yourself. Character and segment counts appear as you write, and a warning shows when the text uses non-standard characters that cost more.
Text messages are only sent to customers who have opted into SMS. They must not contain marketing content and must comply with the Telephone Consumer Protection Act (TCPA). The Marketing message type can't be sent by text; choosing it with Email + SMS blocks the send.
Audience
Choose who receives the campaign. The live recipient count updates as you change filters. Filters combine with AND logic: a recipient must match every selected filter category. Within a multi-select category (for example several statuses), a match on any selected value is enough.
The audience includes matching customers and their property contacts. Contacts inherit the customer’s status, type, and tags, and are included when they have a marketing email subscription and a non-empty email address. Preview the list by name before you send.
Choose a Message type — Marketing, Service, or Billing. Only customers subscribed to the selected notification type are included. Marketing can't be sent by text.
Fine-tune the recipient list
After the filters resolve the audience, a Recipients table lists every matching customer and contact. Uncheck a row to exclude that recipient from the broadcast, or click the row to toggle it. Use Search by name… to find recipients in the loaded list, and the header checkbox to Select all shown or Deselect all shown — it only affects the rows currently visible after a search. When you've excluded recipients, a deselected · restore all control appears to bring them back.
Excluded recipients are saved with the draft and applied again at send time, so they never receive the broadcast. The live count updates as you deselect, and the confirmation dialog lists how many were deselected.
Preview
Review the branded email as customers will see it, including the subject and rendered HTML. Send test to my email delivers a test copy to your signed-in user address with merge tokens resolved.
Send
Sending is only available from a draft. Confirmation asks you to type the exact recipient count or the word SEND before the campaign goes out. The confirm view shows Audience, Recipients, and From (your organization). The audience is re-resolved at send time so the count you confirm matches who is actually queued.
Audience filters
Each filter narrows the recipient set. Leave a filter empty to skip that constraint, except status, which defaults to active customers when nothing is selected.
Filter | Options | What it does |
|---|---|---|
Status | Active, Inactive, Prospect, Suspended, Cancelled | Only customers with one of the selected statuses. With no selection, defaults to Active. |
Customer type | Residential, Commercial | Leave blank to include both types. |
Tags | Tag names you enter, plus mode: Any tag, All tags, or No tags | Match customers that have any of the tags, all of them, or none of them. Tag mode appears after you add at least one tag. |
Route assignment | Any, On an active route, Not on a route | Limit to customers on or off an active recurring route. Choosing Not on a route clears technician filters. |
Technician | Active technicians in your organization | Customers on an active route serviced by any selected technician. Hidden when route assignment is Not on a route, or when you have no technicians. |
Service day | Mon–Sun | Customers whose property is serviced on any selected day (from active route templates). A customer matches if any property has that service day. |
Location | Cities from your property addresses | Customers with a property in any selected city. Shown only when your organization has property cities. |
Before you can send
Your organization needs a business mailing address in Settings. Marketing emails require it; send is blocked until it is set.
Send also stops when no recipients match the audience, when the confirmed count no longer matches the live audience, or when the broadcast is already sending. If starting the send fails after you confirm, the campaign returns to Draft so you can try again.
A confirmed send starts delivery right away.
Statuses and results
Each broadcast has one of these statuses:
Draft — editable; not sent
Sending — delivery in progress; progress shows total, sent, pending, failed, and skipped counts
Sent — finished sending
Cancelled — send stopped while in progress
Failed — send did not complete successfully
While status is Sending, you can Cancel broadcast. Emails already delivered are not recalled; remaining recipients do not receive the message. Cancel is only available during Sending.
After a terminal status (Sent, Cancelled, or Failed), detail shows summary cards for Total, Sent, Failed, and Skipped, plus a recipient table with Email, Status, and Reason. Recipient statuses are Pending, Sent, Failed, and Skipped. The table shows the first 500 recipients when the total is higher.
Broadcasts vs Messages
Broadcasts send one campaign — by email, text message, or both — to many matching customers and contacts. Messages is the inbox for individual conversations, replies, and ongoing support. Use Broadcasts for the same announcement to a filtered group; use Messages when you need a thread with one account.