Broadcasts

Project broadcasts

The section is “Settings → Texts & broadcasts → Broadcasts”, available to the owner and admins. It comes with the Business and Enterprise plans (the platform admin can add it to another plan); without it you see “Upgrade plan” instead of creating a broadcast.

“New broadcast” opens the form:

• Basics: Name (only admins see it), Channel — Telegram, VK or Email, and Audience.
• Audience: All contacts on this channel, or Only those with an open ticket — people with a new or open ticket (tickets in progress don't count). “Only those with a verified email” currently picks the same people as “All contacts…”; addresses aren't verified separately.
• Message: Telegram takes Markdown or HTML (<b>, <i>, <u>, <s>, <code>, <a>), up to 4000 characters, and up to 8 URL buttons under the message; VK takes plain text; Email takes a subject and HTML, and the Email template block fills in a ready-made layout.
• Preview shows how the message will look, and Test sends it to one recipient: an email to you or a contact you pick, Telegram and VK to a contact you pick.

Sending

• Save the broadcast as a draft or send it right away (“Start sending right after creating”). A draft is sent with Send in the list, after a confirmation. There is no scheduled sending.
• Messages go out in the background: up to 20 per second on Telegram, 15 on VK, 5 by email. The status and progress in the list update on their own; while a broadcast is Queued or Sending you can Cancel it.
• Only a draft can be sent — to repeat a sent broadcast, create a new one. A broadcast in progress can't be deleted; cancel it first.
• Blocked and muted customers never get broadcasts; customers who unsubscribed from email don't get email broadcasts.

Telegram and VK messages go out through the first active channel of that type. Emails go only through the project's email channel SMTP (“Settings → Channels → Email”, see SMTP) — broadcasts never use the platform's mail.

Emails to platform users

Platform admin only: “Admin panel → Reaching customers → Broadcasts”. These are emails to project owners and operators, not to their customers. They go out through the platform's mail.

• Audience: All Users, Active in the last 30 days — those who used the dashboard in the last 30 days, Workspace Owners, or “… plan customers” — members of projects on that plan. Blocked users get nothing.
• Build the email from blocks or edit its HTML. A letter built from blocks goes out inside the platform's email wrapper (“Platform settings → Emails”); a whole HTML document, or any letter while no wrapper is saved, goes out as it is. The preview shows the letter exactly as it will be sent. Category is only for filtering the list.
• “Send a test” sends the email with [TEST] in the subject; leave the address empty to get it yourself.
• If no email went out at all, the platform's SMTP is the usual suspect; a failed broadcast can be sent again with “Send again”. “Make a copy” creates a new draft with the same letter and audience.

Variables are filled in for each recipient:

• {{user_name}}
• {{user_email}}
• {{workspace_name}}
• {{plan_name}}
• {{balance}}
• {{date}}

The user's name (or email when there's no name), their email, the project name, its plan, the project balance in dollars and the sending date (DD.MM.YYYY). The project is the one the email is about: for a plan audience, the project on that plan; otherwise a project the user owns, or any of their projects. For a user without projects these are empty. Unknown {{…}} stay as typed.