SHOPLINE's Message Center has launched the "WhatsApp Broadcast" feature. You can now send WhatsApp messages to many customers through the Message Center.
This article will cover the following:
1. Create Broadcast
Step 1
Go to the SHOPLINE Admin > [Social Commerce] > [Message Center] > [Social Segment Broadcasting]. Select the "WhatsApp" tab and then click Create broadcast message.
If you have yet connected to your WhatsApp Business account, it will ask you to complete the connection before using the broadcast feature.
Step 2
Enter the broadcast name.
*Note: This is for internal management only.
Step 3
Select the target population.
*Note: The system will automatically exclude customers who opt out of notification messages.
i. All WhatsApp contacts
All customers in your WhatsApp contact list. For more details on WhatsApp contact, please refer to the following FAQ.
ii. WhatsApp contacts who interacted within 24 hours
All customers who sent messages via WhatsApp within 24 hours.
iii. Assign WhatsApp contacts
All uploaded contacts will be included as the target population.
Step 1. Download the sample.
Step 2. Fill in the contact information.
Step 3. Upload the file.
*Note:
- After uploading contacts, the system will send the broadcast regardless of whether the contact is an existing WhatsApp contact or not. It will create a profile for the contact once it is sent successfully.
- The following circumstances might lead to send failure:
- Phone numbers that are incomplete, incorrect, or not registered for WhatsApp
- Sending limit has been reached. For more information, please refer to the policy in Meta for Developers.
- System error
iv. Select customer group
⚠️ Please note: Hong Kong merchants should have the All-in-one OMO plan or the SHOPLINE Enterprise plan to select customer groups for WhatsApp broadcast. The system will remind you if your plan does not support this feature.
Click the Select customer group button to select the customer group you created in the [Customer Management] > [Customer Group].
Select the customer group.
*Notes:
- You can enter the group list name for a quick search.
- You can click the Manage customer group button and it will direct you to the page in the [Customer Management] > [Customer Group]. For more details on customer group management, please refer to the following FAQ.
- If a customer group has more than one list, you can click on it to view all lists.
- You can only broadcast to at most 1 customer group at a time.
Once selected, it will display the group list name, count, and created time.
You can also set up the sending scope.
- Target population in subscription: All target populations in subscriptions.
- All target population: All target population with mobile numbers (Please ensure the broadcast complies with the local privacy policy/ regulations).
v. WhatsApp Contacts in Subscription
All customers with "Subscribed" subscription status.
vi. WhatsApp Contacts Not Subscribed
All customers with "Not yet subscribed" subscription status.
vii. WhatsApp Contacts with assigned tags
The target population will include customers matched with one of the selected tags.
*Note: You can select multiple tags. It supports unlimited tag selection.
Once you select the target population, the following information will be displayed on the right:
- Total people match: The number of people from the selected target population
- Total unsubscriber(s): The number of people unsubscribed in the target population
- Total people expected to receive the message: Total people match - Total unsubscriber(s)
Step 4
Set up the broadcast content.
If you select "WhatsApp contacts who interacted within 24 hours" as the target population, you can additionally send text messages, image messages, and text & image messages to the customers. Otherwise, it only supports sending message templates to other target populations.
*Note: Currently only supports adding a maximum of 3 messages per broadcast.
Message template
Click the Message Templates button on the "Add broadcast" page to display the message template you have created in the [Channel Integration] > [WhatsApp] > [Message Template]. For more information on message templates, please refer to the following FAQ.
- In the pop-up window, you can quickly search for the message template by name or type.
- Click Manage templates, and you will be directed to [Channel Integration] > [WhatsApp]. You can customize the message template from that page.
Once you are done, click Select to use the template.
[Coming Soon] Send a template with "Custom message" dynamic texts
If the template has a "Custom message" dynamic text, you must set up the content for the dynamic text when you click Send.
Once you set up the custom message, you can preview them on the right.
Upon confirmation, click Send.
Click the "trash" icon to delete the message.
During the editing process, you can preview on the right.
Step 5
Once you have completed the setup above and confirmed the content is correct, click the Send button on the top right.
The selected target population will receive this WhatsApp message.
On the broadcast page, you will see the Broadcast name, Send time, Target population, Send status, and Number sent/Total.
If the send status is "Partially sent" or "Failed", you can hover the cursor next to the status to find the download icon.
Click the icon to download the send failure list and the reason:
You can also use the search bar to quickly find broadcasts, view broadcast details, and copy broadcasts.
2. Create template/ use template
When you are adding a broadcast template, you can click the Save as template button on the top right to save this message content.
Then click the Use template button, once you click the template, the "Broadcast name" and "Broadcast content" will be directly applied, but you will still need to set the target population.
You can also edit or delete templates.
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