Campaigns & broadcasts
Reach many contacts at once — a WhatsApp broadcast or an outbound AI calling campaign — targeted to the right group and measured end to end.
WhatsApp broadcasts
- Build a group of contacts (import a CSV or filter your CRM).
- Pick an approved WhatsApp template (required for outbound outside the 24-hour window).
- Personalise it with variables like
{{First Name}}— each variable maps to a contact field or a fixed custom value. - Check the live preview: a WhatsApp-style bubble shows exactly how the message reads with your variables filled in, before anything is sent.
- Send now and watch delivery update live per number.
Send one broadcast to several groups
Under Who should receive it?, tick as many saved groups as you need. They go out as one campaign, with one set of delivery numbers, instead of one campaign per group.
- Someone who is in more than one of the chosen groups gets the message only once.
- The button shows “up to” a number when groups may overlap. The exact count appears in the history once the campaign is created.
- Type in Search groups to find a group by name. Groups you already ticked stay ticked while you search.
- Select all ticks every group in one click, or only the ones your search is showing.
- You can still paste extra numbers. With one group ticked they are added to that group; with several they are saved as a new group of their own.
Schedule a broadcast for later
A broadcast does not have to go out the moment you build it. Under When to send, choose Schedule for later and pick a day and time. It starts by itself, so a 9am greeting no longer needs someone at a desk at 9am.
- The time is your own local time, and the campaign starts within a minute of it.
- You can schedule up to 90 days ahead. A time that has already passed is refused, so a wrong date cannot send to everyone at once.
- It goes to the people in the group as it is when you schedule it. Contacts added afterwards are not included.
- In the history it shows as Scheduled with its date and time. From there you can Send now or Cancel it before it goes.
- Your speed, daily limit and sending-hours settings still apply once it starts. If the scheduled time falls outside your sending hours, it waits for them to open.
The template must still be approved when the time comes. If Meta pauses it in between, the campaign waits instead of sending (see Number protection) and continues by itself once Meta lifts the pause.
Resuming a paused broadcast: protect, or send to everyone
When you press Resume now on a paused broadcast, you choose how it carries on.
- Resume with protection (recommended): it carries on now, and pauses again if failures stay high or Meta is still limiting the number.
- Send to everyone without pausing: every remaining contact is tried once, today. It will not pause for failures, for the daily limit guard or for your sending hours. A message Meta refuses is marked failed with Meta's reason, and Retry failed still works afterwards.
Use the second choice when delivery today matters more than the risk. If Meta is limiting the number at that moment, most of the remaining messages will be refused, and pushing on can lower the number's quality rating; the screen warns you when that is the case. It cannot be used when the account itself is unable to send, for example after a trial has ended or when Meta has restricted the account.
When Meta rate-limits your number mid-campaign
Every WhatsApp business portfolio has a messaging limit, shared by all the numbers in it — how many different customers you may message outside the 24-hour customer service window in a rolling 24 hours (new portfolios start at 250, and Meta raises the limit in steps to 2,000, 10,000, 100,000 and then unlimited as you send with good quality) — and each number has a quality rating that drops when people block or report your messages. Cross either and Meta answers every send with error #131048 Spam rate limit hit.
Convo360 handles this for you. The moment that error appears the campaign pauses itself: the numbers that haven't gone out stay queued instead of being marked failed, the card shows Paused by Meta · resumes at … with the reason, and the platform retries automatically — after 1 hour, then 2, 4, 8 and 24 hours — until the list is done. You can press Resume now to try sooner or Cancel rest to stop. A deploy or restart mid-campaign is handled the same way: the queue lives in the database and picks up where it left off.
Sending speed, daily limits and quiet hours
Every broadcast has a Sending speed & safety step. None of it needs configuration — the defaults are the safe choice — but here is what each control does:
- Speed — Gentle (20 per minute), Normal (60, the default) or Fast (150). Meta's API itself allows far more; the point of pacing is to give Meta time to see how people react to the first messages before the whole list is out, so a bad list stops early instead of costing you the number's quality rating. The form shows how long the campaign will take.
- Send window — 9 am–9 pm (the default), any time, office hours or 8 am–10 pm in your own time zone (taken from your browser when you start the campaign). Outside the window the campaign waits and continues by itself; the card shows Sending hours · continues at …. Marketing at night is the quickest way to be blocked and reported, so quiet hours are on unless you choose otherwise.
- Stay under the daily messaging limit (on by default) — we read your number's current Meta tier (for example 250, 2,000, 10,000 … unique customers per rolling 24 hours) and stop at 80% of it, counting every campaign on that number. The card shows Daily limit · continues at … and the remainder goes out as soon as the 24-hour window frees up. A 5,000-person list on a 2,000 tier simply finishes over four days instead of being blocked with #131048.
- If many messages fail: choose what happens. Pause for 15 minutes, then try again (the default) stops the campaign when 8% or more of the last few minutes' messages fail, so a bad list cannot damage the number, then carries on by itself. Keep sending tries every contact once and does not pause; use it only for a clean list of people who know you, because many failures in a row is one of the signals Meta uses to lower a number's quality. It is not offered while Meta rates the number Yellow or Red: the campaign then pauses for 15 minutes when many fail, whatever was chosen. Do not pause for failures ignores failed messages but still stops if Meta limits the number.
- How did these people agree to hear from you? (optional): existing customers, a website form, they messaged you first, at your store or an event, an ads lead form, or another way. It is kept with the campaign as its record, so if Meta ever questions the number you can show where the list came from.
Number protection: staying in good standing with Meta
Meta judges a WhatsApp number mostly by how many people block or report it. When too many do, Meta lowers the number's quality rating (Green, Yellow, Red), stops raising its daily limit, pauses templates people reacted badly to, and in the end restricts the number. Nothing can promise Meta never acts, but Convo360 stops a risky send before Meta has to, warns you early, and keeps a record of what was sent and why.
- Number health card at the top of the Broadcast tab: quality, daily limit, display-name status, Meta's own warnings word for word, and what to do about them. Check now asks Meta straight away; otherwise we check every two hours and as soon as Meta reports a change.
- Emails when it gets worse. When the quality drops, Meta adds a warning, pauses one of your templates or blocks sending, the workspace owner and admins get an email (once per problem per day), and so does the Convo360 team.
- Yellow warns, Red pauses. At Yellow nothing stops; you are told to slow down. At Red, marketing broadcasts from the number pause by themselves (Paused · number quality Red) and new marketing broadcasts cannot be started. Utility templates such as order and payment updates still go out, and so do replies. We look again every two hours and carry on when the rating recovers; Check again looks now.
- Paused templates. A broadcast whose template Meta has paused waits (Paused · template paused by Meta) instead of sending, and a paused, disabled or unapproved template cannot be used for a new broadcast.
- People who opted out are skipped. Someone who replies STOP (or “band karo”, “मत भेजो” and similar), presses Meta's own stop button, or whom Meta refuses because they opted out, is added to your Opted out list and skipped by marketing broadcasts. Replying START takes them off it, and you can add or remove numbers by hand. Order updates and replies still reach them. Tip: add a “Stop” quick-reply button to marketing templates; people who press it are added by themselves.
- Numbers not on WhatsApp are skipped for 30 days. A number Meta says is not on WhatsApp (error 131026) is not tried again for 30 days, or until that person messages you, which clears it at once.
- New numbers. In a number's first week, or while Meta has not approved its display name, a marketing broadcast to more than 250 people shows a warning. Large marketing sends from a brand-new number are the commonest reason numbers get flagged.
- Campaign record. Every broadcast keeps who started it, the template category, how people agreed to hear from you, how many were on the lists, how many were skipped and why, the number's quality at the start and the safety settings used. It is in the report under Campaign record and at the end of the exported CSV. Skipped people appear in the report as Skipped with the reason.
- Review before sending. The Convo360 team can ask that an account's marketing broadcasts are reviewed before they go out. You create them as usual; each shows Waiting for approval, and you get an email when it is approved (or not, with the reason).
Optimised marketing delivery (Marketing Messages API)
Meta has a separate way to send marketing templates, the Marketing Messages API for WhatsApp. Meta uses it to deliver more of your marketing messages to the people most likely to read them, and Meta has said that from 13 October 2027 marketing templates can only be sent this way. Convo360 uses it by itself for every number that has it turned on.
- Turning it on. Look at Optimised marketing delivery by Meta in the Number health card on the Broadcast tab. If it says Off · available, a full-control admin of your Meta business presses Accept terms in WhatsApp Manager, goes to Overview and accepts the terms shown under Alerts. You can also press Send the request to my Meta admin and Meta sends them the request. Then press Check again. There is nothing else to set up.
- What changes. Only broadcasts that use a Marketing template, from a number where it is on. Utility templates, OTPs, chat replies, flows and incoming messages work exactly as before, on the same number. Meta bills these messages as marketing messages.
- If Meta refuses it. When Meta says a template or the account cannot use it yet (for example a template created in the last 10 minutes), that message is sent again the standard way, the rest of the campaign goes the standard way, and nothing fails because of it. If Meta says the account is not eligible, the number uses the standard way for a day and the card shows Paused for a day.
- In the report. A campaign sent this way shows Sent with Meta's optimised marketing delivery, and the Campaign record says how many messages went each way. Delivered and read ticks arrive as usual.
- Not available yet? Meta does not offer it in every country or for every account. Your broadcasts keep going the standard way, and we check again every two hours.
Follow up automatically after a broadcast
Under the sending options, choose a flow in After sending, start a follow-up flow for each person. The flow begins for everyone the message reaches. Start it with a Wait block, then remind or call by AI the people who have not responded, as many times as you choose.
- People whose message failed are not started, so nobody is chased about a message they never received.
- Someone still inside the same follow-up from an earlier campaign is not started a second time.
- To stop chasing people who have done what you asked, have your bot add them to a group such as “Completed” and list that group in the call block.
The campaign report
Each row in Broadcast history shows when the campaign was sent and when it finished. Report opens the full picture: read, delivered, sent and failed counted over every recipient, the commonest reason for failures, and the numbers themselves a page at a time. Choose a status or search a number or name to narrow the list; Export CSV downloads every number with its status.
Retrying failed numbers, and ending a campaign
When a campaign finishes with failures, Retry sends again to only the numbers that failed. Under the campaign you will see the commonest reason they failed and what it means for a retry:
- Best retried after a time: Meta held the messages back (its marketing limit per person, a rate or quality limit). Sent again the same day, most fail again and each failure counts against your number. The screen shows the time after which a retry has a real chance; you can still retry sooner if you choose.
- Retrying will not fix this: the numbers are not on WhatsApp, or the template is paused, rejected or filled incorrectly. Fix the cause and send a new broadcast.
End closes a finished or cancelled campaign for good. Its failed numbers can no longer be retried, and its follow-up flow stops for everyone still waiting in it, so nobody is reminded or called about a campaign you have closed. Messages already sent are not affected, receipts keep arriving, and ending cannot be undone. (To stop a campaign that is still going out, use Cancel.)
Outbound voice campaigns
Assign a voice agent to a number and launch a campaign against a contact list — the AI calls each contact, has the conversation, and logs the outcome and transcript.
Measure results
Every campaign reports delivery, replies and outcomes. Dig deeper in Analytics & reports, and replies flow straight back into your inbox and CRM.