📝 Overview
This guide covers how to send a Broadcast SMS notification to your customers, letting you share important announcements as a text message.
💡 Current SMS per-message rates still apply. See pricing for Spain, France, Germany, Ireland, and the Netherlands, United Kingdom, Canada, and United States.
🛠️ Navigate to the Feature
Head to Communications ➜ SMS ➜ click Broadcast Message.
🧑💻 Select Customers
Choose which customers should receive your announcement.
Click the arrow to learn more about selecting customers
Click the arrow to learn more about selecting customers
💡 To receive Broadcast Messages, customers must enable SMS notifications on their account.
Customers need their phone number verified to enable SMS. They can use the guide here for guidance.
Once verified, customers head to My Account ➜ Notifications.
In the SMS tab, customers can turn on Broadcast Messages and Marketing SMS.
The Select Customers page lists all your customers, showing their SMS eligibility, marketing preference, and contact info.
Click the box in the top-left corner of the list to select everyone, or select customers individually. When you're done, click Create Broadcast SMS.
✍️ Create the SMS Message
Customise your message before sending it.
Click the arrow to learn more about creating the message
Click the arrow to learn more about creating the message
💡 If you're sending the broadcast as a marketing message, customers need to have turned on Customer opt-in for Marketing SMS under My Account ➜ Notifications ➜ SMS.
The SMS Message field has a text box for writing your message.
You can choose to make your broadcast a marketing message by selecting This is a marketing message. If selected, the system checks whether each customer has opted into Marketing SMS before sending.
A yellow banner shows the total number of customers who will receive the SMS.
A red banner shows the number of customers who can't receive the SMS. Click Show All to see why:
No SMS Account. The customer needs to enable SMS on their account.
Phone Number not Verified. The customer is still in the SMS verification process.
Once your message is ready, click Preview.
📤 Send the SMS Message
Preview and send your announcement.
Click the arrow to learn more about sending the message
Click the arrow to learn more about sending the message
You'll see a final preview of your message.
The yellow and/or red banners appear again, with the option to click Show All for the list of customers receiving or not receiving your message.
When you're ready, click Send.
The page shows Process then Complete once your message has sent successfully.
📊 View Reports
Track the performance of your Broadcast Messages.
Click the arrow to learn more about viewing reports
Click the arrow to learn more about viewing reports
Head to Reports ➜ Customers ➜ Communications ➜ click All SMS Messages.
Under SMS Type, select Broadcast Message to create a report.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
Why can't I select certain customers?
Click the arrow to see the answer
Click the arrow to see the answer
They'll either need to enable SMS on their account (No SMS Account), or complete verification of their phone number (Phone Number not Verified). Click Show All on the red banner to see the full breakdown.
Do I need to mark a broadcast as a marketing message?
Click the arrow to see the answer
Click the arrow to see the answer
Only if the content is promotional. If you select "This is a marketing message", it will only be sent to customers who've opted into Marketing SMS, in addition to being opted into Broadcast Messages generally.