For AI agents: the complete documentation index is available at https://docs.clickmax.io/en/llms.txt, the full documentation bundle is available at https://docs.clickmax.io/en/llms-full.txt, and this page is available as Markdown at https://docs.clickmax.io/en/features/messaging/send-a-broadcast.md.
  • English

      • Send a broadcast

      A broadcast sends the same message to every contact in a list or a segment, by email, WhatsApp, SMS or voice. To reach a tag, first create a segment with that tag's rule and send to it.

      Before you start

      • Role: any workspace member can create and send a broadcast. Only creating a new list or segment to build the audience is blocked for guest and attendant without the coordinator subrole — those roles can still send to lists and segments that already exist.
      • A connected channel: the broadcast's channel must be set up. See connect WhatsApp and email domain.

      Steps

      1. Open Messaging and create a new broadcast, choosing the channel (email, WhatsApp, SMS or voice).
      2. Write the message. For email, fill in the subject and signature too.
        • The Subject accepts contact variables: click the {} button next to the field and pick the variable, or type it directly as {{name}}. Each recipient gets the subject with their own data. Use {{name|Customer}} to show "Customer" when the contact has no name — without a default value, the variable comes out empty. The test send shows the subject without contact data (only the default value, when there is one).
        • The email creation screen shows a preview of the content next to the send settings. Click Click to edit (appears when you hover the preview) to open the full visual editor, with the single left-hand panel of Conteúdo, Linhas and Configuração (see how to build the email content in the editor) — clicking elsewhere on the preview does not open the editor. To see exactly how the email will look for the recipient without leaving the settings screen, use View full email.
        • The top-left corner of the editor's toolbar shows Saving... while your edits are syncing and All saved once they're done — this only confirms the content synced on screen, not that the broadcast was saved on the server. Click Confirm to leave the visual editor and return to the send settings; the real save only happens in step 6, with Save draft or the send itself.
        • The unsubscribe link is added automatically at the end of the email. To choose where it goes and what it says, drag the Descadastro (unsubscribe) block into the email — usually inside the Rodapé (footer) (see how do I build the email content in the editor?).
        • To set a link on a button or piece of text, click it and use the link/button control that appears. Clicking the shown link to change the destination automatically opens the Conteúdo tab (left-hand panel) already with the options — a checkout link (from an offer), a page (a project page), a redirect (one of the redirects configured in Domains), or a custom URL (paste any other link).
        • On WhatsApp, creation is a guided flow in steps, using only templates approved by Meta — see WhatsApp broadcast.
        • For email, creating a new broadcast is also a guided flow in steps — see Email broadcast. Drafts and scheduled broadcasts built in the old editor still open the configuration screen described above, with the notice This email is in the old editor. Click Open in the new editor and confirm to continue in the guided flow: the visual editor opens straight on the Message step. The layout may change in the conversion — review the email, click Save in the editor and then Save in the footer. Changes you didn't save on the old screen are discarded. Once saved in the new editor, the broadcast always opens in the guided flow.
      3. In recipients, open the selector and choose the audience from the lists tab (static groups) or the segments tab (dynamic groups) — you can combine both. The difference is in list vs segment.
        • Alternatively, start straight from a list or segment using the create-broadcast button on that group's own page.
      4. Check the recipient count. Only contacts valid for that channel are sent to.
      5. (Optional) Schedule it for a future date and time, or adjust batch sending (how many per cycle and the interval between cycles). Without adjustment the server applies the default batch — a send never goes out in one burst.
      6. Confirm the send, or save it as a draft to send later. Sending cannot be undone.

      Email broadcast

      An email broadcast is also a guided flow in five steps, shown in the side rail (on a phone, at the top of the screen). Continue moves forward and Back goes back.

      1. Sender: choose the sender. Only verified domains can send; a domain still being verified shows Domain being verified with a View verification shortcut. To add another sender, use Add sender at the end of the list: it opens the domain and email connection without leaving the broadcast. With no sender at all, the screen offers Set up Domain and Email. The broadcast's internal name is also set here and only you see it.
      2. Message: under How to build the email, choose Create email or Use saved template. Fill in the Subject (the screen warns when it is long and may be cut off in some email apps) and, optionally, the Header, the supporting text shown in the inbox after the subject. Open the editor opens the full visual editor (see how to build the email content in the editor). In the template gallery, search by name, sort, and click Select (or Edit). Save as template keeps the current email for future broadcasts. The In the inbox side panel shows how the sender, subject and header arrive. For variables in the subject, header and body, set the fallback text under If {{key}} is missing, use:.
      3. Audience: choose the lists and check the summary: contacts in the lists, No email on file and Valid emails. With invalid or risky emails, choose Leave out or Send to everyone, or use Review recipients (see how to choose who receives).
      4. When and pace: Send now or Schedule with a date and time (Brasília time), and adjust how many emails go out per cycle and the interval between cycles.
      5. Review: check the summary, use Edit on any item to go back to that step, and Send test to receive the email before the broadcast. Then Finish and send (or Finish and schedule). The screen then shows progress, with Pause sending, Resume and Cancel sending.

      Issues appear in a strip above the footer. Red ones block sending (sender, subject, content, audience or no valid email); yellow ones only warn (long subject, empty header on a saved-template email, and contacts missing a variable's field). Save keeps the draft and leaves you in the flow; Save and exit saves and returns to the list. On a broadcast that is already scheduled, saving keeps it scheduled at the same time; to take it off the schedule, choose Send now in When and pace before saving. If the scheduled date has already passed, adjust it before saving. On mobile, these actions live in the ⋯ button of the footer, next to Continue, and the app navigation bar is hidden while you create the broadcast. A draft without a name shows as an unnamed broadcast. If you lack permission to change the broadcast, it opens read-only.

      WhatsApp broadcast

      A WhatsApp broadcast is a guided flow in five steps, shown in the side rail (on a phone, at the top of the screen). Continue moves forward and Back goes back.

      1. Origin: pick the number the message goes out from. The available templates depend on the number. The broadcast's internal name, which only you see, is set here too.
      2. Template: the gallery shows only Marketing and Utility templates approved by Meta for that number. Filter by category, search by name and use Load more to see the next ones. Templates still under review or rejected show under Unavailable for sending. Choosing a template opens the Variables window (a drawer on a phone): each {{1}}, {{2}} in the body and each button with a variable (coupon code, dynamic link) gets a contact field — for example {{name}} — or fixed text, with a live preview next to it. Confirm and select is only enabled once all of them are filled, because Meta rejects the whole send when a variable arrives empty. The chosen card is marked Selected, and Edit reopens the variables. Send test to me sends the real message to your own number before the broadcast.
      3. Audience: choose lists and segments and check how many contacts will receive it. If the audience is above the number's daily limit, the send is not cut: the rest goes out in waves, and the screen shows when the next one is expected.
      4. When and pace: send now or schedule a date and time, and adjust how many messages go out per cycle and the interval between cycles.
      5. Review: check the summary and click Finish and send. The screen then shows the send's progress (progress and cycles), and Back to list returns to messages.

      Issues that block or affect the send show in a strip just above the footer buttons, with a count. When there is more than one, click the strip to see them all. Contacts missing the variable field is only a warning: those contacts are skipped and everyone else receives it normally.

      In a WhatsApp broadcast, contacts imported from the phone address book (through coexistence) who have never sent you a message do not receive the broadcast, because they never opted in to API messages. The Phone contacts without opt-in strip shows how many were left out, and the credits, capacity and audience shown already exclude them. Once the contact replies, they receive future broadcasts again.

      The draft can be saved at any step, even before choosing the audience or the template. Save stores it and keeps you in the flow, and Save and exit stores it and returns to the list. On a broadcast that is already scheduled, saving keeps it scheduled at the same time. On mobile, Save, Save and exit and the test send live in the ⋯ button of the footer, next to Continue. A draft saved without a name shows as Untitled broadcast followed by a number. To schedule or send, the audience and the template must be chosen.

      Once sent, follow deliveries, opens and clicks on the broadcast's page. A broadcast in progress can be cancelled; batches not yet sent are stopped.

      Why a send stopped or a message did not go out

      On the broadcast page, a paused send shows the reason and who resumes it: Paused manually (resume whenever you like), Paused: template unavailable at Meta (resumes on its own when Meta approves the template again) or Paused: number paused by the operator (it only resumes once the number is resumed). Use Pause sending and Resume sending to control progress. While the send is running, the screen also shows Expected to finish, roughly how long until the send ends.

      The Cancelled card counts messages that never left the queue: send cancelled, discarded or blocked, for example because the contact replied before the send or asked not to receive messages. They do not count as Failures. Opening an individual message shows the reason in plain text, such as The contact replied before sending or The 24-hour conversation window with this contact is closed.

      Send the next batch now

      In the Send blocks tab, while the send is in progress, Send next block now sends the next pending batch right away instead of waiting for its scheduled time. The following batches move up by the same amount and keep the interval between them — the whole send finishes earlier.

      • It is always the next batch in line; you can't pick a specific one.
      • It is unavailable while a batch is still being sent. Wait for it to finish.
      • It is at your own risk: batch sending protects the sender reputation, and moving it up creates a volume spike that providers (Gmail, Outlook, Meta, carriers) may penalize with spam filtering, throttling or a lower number quality. The confirmation requires checking that you understand the risks.
      • It can't be undone: batches don't return to their original time. To stop, use Cancel send.

      First visit, no sends yet

      When a channel (Email, WhatsApp, SMS or Voice/IVR) doesn't have any sends yet, the list shows a faded preview of the area, a title such as Send your first email (or WhatsApp message, SMS or voice message), a short summary and three highlights. The Create message button starts a new send on that channel; for email, the platform asks for the project first. A search or filter with no results doesn't show this screen: the plain message that nothing was found stays. History and Templates don't change.

      If it didn't work

      • The subject arrived with an empty gap where the name should be: the contact doesn't have that data filled in. Add a default value to the variable, for example {{name|Customer}}.
      • The WhatsApp number is blocked: Meta can ban the number and stop the send. See the Meta sending limit (Portuguese).
      • I can't select the WhatsApp template: a variable in the Variables window is still empty, including button variables. Changing the origin number clears the chosen template, so it has to be selected again.
      • The WhatsApp template gallery is empty: the number has no Marketing or Utility template approved by Meta yet. Authentication templates don't show in broadcasts, and templates under review stay in Unavailable for sending until approved.
      • I can't schedule or send the draft: choose the audience and the template first. The draft saves without them, but sending requires both.
      • You cannot create the audience list or segment: your role is guest, or attendant without coordinator. Use an existing group, or see no permission.
      • A recipient shows as Bounce: the send to that contact failed. In the broadcast's Audience tab, hover over the Bounce status to see the failure reason recorded for that send, when there is one.