DocsBroadcasts

Broadcasts

Send approved WhatsApp templates to a segment of your customers in one click.

Broadcasts let you proactively reach out to customers — Diwali offers, license-renewal reminders, restocking alerts, new-product launches. WhatsApp message open rates average 98% (vs. 22% for email), and AgentShift's AI handles every reply automatically.

How it works

  1. Pick a Meta-approved message template (create one under WhatsApp Templates)
  2. Choose a contact segment (everyone, by tag, by purchase history, or upload a CSV)
  3. Schedule the campaign — send now or pick a future time
  4. AgentShift sends each message and the AI replies to anyone who responds

Creating a campaign

  1. Go to Dashboard → Broadcasts
  2. Click New Campaign
  3. Select an approved template. If you don't have one yet, create it under WhatsApp Templates first — you can draft it with AI and add an image header, and Meta approval takes a few minutes to a few hours.
  4. Pick the recipient segment
  5. Fill in the template's placeholder values — these can be static (same for everyone) or personalised per recipient
  6. Send a test to your own number first
  7. Schedule or send

Pricing

Each broadcast message costs WhatsApp's conversation rate (Meta charges per conversation, not per message) plus AgentShift broadcast credits. See your plan's included credits and overage rate on the Pricing page.

What the AI does with replies

When a customer replies to a broadcast, the conversation enters your normal AI flow — same knowledge base, same tools, same escalation rules. The AI knows which campaign the reply came from and can reference it ("Yes, the 20% Diwali offer is valid till Nov 5...").

Best practices

  • Segment, don't blast. A targeted message to 200 high-intent customers outperforms a generic blast to 5,000.
  • Lead with value. Meta penalises low-quality templates with delivery throttling. Offers, reminders, and updates get through; thinly-disguised ads do not.
  • Time it right. 11 AM–1 PM and 7–9 PM IST are typical peak engagement windows for Indian SME audiences.
  • Test a small batch first. Send to 50 contacts, check reply quality, then scale.

Compliance

Only message customers who have opted in (existing customers, leads who messaged you, or contacts who signed up via your website). AgentShift records opt-ins automatically when a contact first messages your business. TRAI and DPDP Act compliance is built in.