Customize broadcasts: Advanced settings and channel options

Advanced settings allow you to:

• Create broadcasts from scratch.
• Apply tags for audience segmentation.
• Use and manage templates.
• Follow channel-specific rules.
• Automate replies with Salesbot.

For basic setup, see our Basic Broadcasting setup article.

1. Name your broadcast

Enter a name in the Broadcast name section to easily identify your broadcast later:

1. Choose your audience

Review and confirm your audience in the Recipients section. Here, Kommo shows how many leads match your filters – click the number to see details. If you need to change your audience, exit and reset your filters before starting again.

You must select at least one lead.

By default, all contacts linked to a lead will receive your message. Enable Send to main contacts if you want to target only the main contact for each lead.

Use Tag the lead when a message fails to mark leads who didn’t receive the broadcast, so you can easily send them a follow-up later. You can enter or select just one, existing tag. The tag will remain available for future use, even if you remove it from the current setup.

When using the Tag failed recipients feature, keep in mind:

• The tag will be saved in the list of available tags, even if you remove it from your broadcast later
• If you add a tag but later turn the toggle off, the tag won’t be applied to the broadcast.
• To remove a tag, click the X next to it. This won’t delete the tag from the system.

1. Pick your channel (Channel section)

Choose the communication channel for your broadcast from the dropdown:

1. Write your message (Content section)

The available features here depend on your selected channel. To learn more, refer to the Channel-specific content rules and options section of this article.

To automate replies, click Automate with bot.

This opens the bot builder where you can set up automatic replies for leads who respond.

You can adjust bot triggers after the broadcast is sent, under WhatsApp > Templates & Bots > Salesbots.

To learn more about building bots in Kommo, read our How to create a Salesbot article.

1. Schedule or send now (Launch time section)

Choose whether to send your broadcast right away (default) or schedule it for later. The Send button will update to Send now or Schedule based on your choice.

A confirmation window will show you the number of leads and the scheduled time.

Each channel has its own rules – like template use, opt-in needs, and content types. This section covers how to set up templates, adjust settings, and prepare your message.

To start a new conversation, you must use an approved template within the 24-hour window. However, if you're sending a broadcast within an existing open conversation, no template approval is required.

To create a new template:

1. Click New WhatsApp template.

The WhatsApp template builder will open. Fill out the required fields and submit your template for Meta’s review. To learn more, check out our Manage WhatsApp Business message templates article.

1. Click Send for review. The review usually takes from 1 minute to 48 hours. You can’t edit the template during this time.
2. The Send now button will turn into Send after approval:

Clicking it will send the broadcast as soon as Meta approves the template – usually within 30 minutes. If you schedule it, the earliest possible time must be at least 30 minutes ahead. If approval doesn’t come in time, the broadcast will move to Drafts.

You can also click Save draft and wait for a notification from Kommo about the template's status.

Once approved, you’ll get an email with a link, or you can find the draft under WhatsApp > Broadcasting.

Finish setting up the broadcast and send it to your leads.

If the template is rejected, you can edit the draft and resubmit it for review.

Use WhatsApp or Kommo templates, or create your own message. Pre-approval isn’t required for templates in this case.

Learn more: Instagram: Overview.

Send broadcasts within the 24-hour window.

To send messages after 24 hours, you must use a tag or subscription topic:

• Confirmed event update
• Post-purchase update
• Account update
• Subscription topic

No template pre-approval required; you can use existing templates or create your own. Learn more: Meta opt-in messages and Facebook Messenger articles.

For all other channels, no template pre-approval needed. You can create broadcasts from scratch – add text, images, videos, or buttons. Use the mobile preview to see how your message will appear.

Learn more: How to set up and send your first broadcast in Kommo.

Navigate to Chats > click the gear icon > select Broadcasting.

The Broadcasting dashboard categorizes all campaigns by status for efficient tracking and management:

• Scheduled:

Upcoming broadcasts with a set start time. Scheduled broadcasts can be reviewed, edited, or canceled before launch. Note: Broadcasts sent “immediately” will briefly appear in this section before moving to Ongoing.

• Ongoing:

Broadcasts currently being delivered to recipients. This section displays real-time progress, including send percentage, leads reached, and any encountered issues (e.g., failed deliveries or throttling due to platform limits).

• Drafts:

Unsent broadcasts saved as drafts. These can be further edited, scheduled, or deleted. Drafts support full template editing, audience selection, and content preview before activation.

• Completed:

Broadcasts that have finished sending. The completed section provides access to comprehensive delivery statistics and historical performance data.

Each broadcast entry includes the following key metrics:

• Name: The broadcast’s title for quick identification.
• Leads: Number of targeted leads included in the campaign.
• Start date & time: Scheduled or actual launch timestamp.
• Creator: The user who created or scheduled the broadcast.

For in-depth analysis, the Completed section provides:

• Result: Total number of messages sent and received.
• Duration: How long the broadcast took from start to finish.

• Review scheduled broadcasts and drafts regularly to ensure timely campaign delivery and update content as needed.
• Monitor ongoing broadcasts for errors or delivery delays. Common issues include message throttling, recipient limits, or channel-specific restrictions.
• Analyze completed broadcast stats to measure campaign effectiveness, adjust segmentation, and optimize future broadcasts.
• Tag failed recipients for follow-up campaigns or troubleshooting.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

Not a user yet? Sign up for our 14-day free trial or book a free live demo.