Set up and customize broadcasts in Kommo

Broadcasting in Kommo lets you send personalized messages to multiple leads. This guide shows how to set it up — from naming your broadcast to picking a channel and writing the message.

Learn more about what broadcasting is and its use cases by visiting our Broadcasting article.

Before you start, you need to choose between two types of broadcasts:

• Basic broadcasts — Send personalized messages to selected leads. Great for one-time updates. You can also use presets for faster setup.
• Bot broadcasts — Use chatbot flows to automate messages and manage multiple chats at once.

To start, follow these steps:

1. Open Chats, then Chat tools. Click Broadcasting.

1. To help you launch your first broadcast, Kommo provides a quick setup process:

• If you've connected a channel, skip this step. If not, click Connect channels to add one.

After connecting, leads from those channels will automatically show up in your pipeline, allowing you to send broadcasts to them.

• Click Import leads to upload a file with additional leads:

You can upload an Excel file or connect a Google Sheets file for direct import.

To learn more about this feature, check out our How to import and Import settings articles.

1. Start setting up a broadcast by clicking New broadcast.

You’ll be taken to your pipeline, where you can use the Search and Filter feature to select recipients. Choose the leads and click Apply.

To send the broadcast to all active leads, do not apply any filters.

However, you can still customize the preset audience by clicking Recipients.

1. If you decide not to filter your audience, the broadcast will be sent to all active leads. Kommo will prompt you to confirm that no filtering is needed:

1. After setting your target audience, you can choose between two broadcast options: Basic broadcast or Bot broadcast.

Let’s explore each option for setting up:

When you choose Bot broadcast, a setup window will appear. Here's what to do next:

1. Select an existing bot from the dropdown menu, or click Create a new bot to set one up. Only active bots will appear in the dropdown.

1. Click Next to proceed or Cancel to exit the window without saving.

1. Add a name for your broadcast in the Broadcast name field and set the launch time (send immediately or schedule for later).

1. Click Finish.

If you choose Basic broadcast, a presets window will open. You can select a preset or click Start from scratch to create a custom broadcast.

Next, a new broadcast window will open. Here's how it's structured:

The preview section on the right shows how your message will look on a phone.

• Cancel: Opens a confirmation window asking if you want to stop editing the broadcast. This only appears if you’ve already added information to the fields.

- Exit without save: Closes the broadcast setup.

- Go back to editor: Keeps the broadcast setup open.

• Save draft: Saves the broadcast as a draft and redirects you to the broadcasting page.

Send now/Schedule: If everything is set up correctly, clicking this will prompt Kommo to confirm details before sending the broadcast.

Let’s explore each available setup section:

1. In the Broadcast name section, you can name your broadcast.
2. In the Leads section, review and confirm your audience:

This section shows the number of leads matching your filters. Click the count to view the filtered leads in a new tab.

To send a broadcast, make sure to select at least one lead.

The Tag failed recipients toggle lets you tag leads who didn’t receive the broadcast. For example, if you send a broadcast to 100 leads and 30 receive it, the other 70 will be tagged with a label you choose.

When you turn on this toggle, a field appears where you can enter or select a tag.

This feature is for follow-up broadcasts. If you want to target the failed recipients later, you can filter leads by the assigned tag.

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

• Always enter or select an existing tag
• 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. However, this won’t delete the tag from the system.

1. In the Channel section, choose the communication channel for your broadcast. The options depend on your connected integrations:

• If you have a single integration connected, its details will be displayed automatically. For example:

• If you have at least two integrations connected, you can select one from a dropdown list.

1. To write a message, go to the Content step, which depends on the chosen integration:

One of the most popular options for broadcasting is the WhatsApp Business integration. To send a WhatsApp broadcast, you must use pre-approved templates to follow Meta’s messaging rules.

Templates are grouped by status: Approved, In-review, Rejected, On pause, and Draft. All broadcasts can be saved as drafts, no matter the template's status.

To send a broadcast via previously created WhatsApp templates follow these steps:

1. Once you select WhatsApp Business in the previous step, the Content step becomes available.
2. Click the dropdown menu to select any WhatsApp template.

If you don’t have any approved WhatsApp templates, follow these steps:

1. Click New WhatsApp template.

The WhatsApp template builder will open, letting you fill out the required fields and submit your template for Meta’s review – all within the broadcast setup. The Name, Text, Category, and Language fields are all required. To learn more, check out our WhatsApp Cloud API: Message templates article.

1. Click Send for review in the WhatsApp template builder when you're ready to submit it for Meta's approval. The review usually takes from 1 minute to 48 hours, and you can’t edit the template during this time.
2. Click Save draft in the broadcasting modal and wait for a notification from Kommo about the approval status.

Once approved, you’ll get an email with a link to open the broadcast, or you can go to Chats > Chat Tools > Broadcasting.

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

If it’s approved, you can finish setting up the broadcast and send it to your leads.

Learn more about our WhatsApp Business integration in our WhatsApp Cloud API: How to connect article.

For Instagram broadcasts, you can use WhatsApp or Kommo templates or create content from scratch. Pre-approved templates aren’t required – just pick any from the dropdown menu.

Learn more about our Instagram integration in our Instagram: Overview article.

For Facebook, broadcasts must be sent within the standard 24-hour messaging window. If you need to send a broadcast outside this window, you’ll need to apply a tag or subscription topic. The available tags are:

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

These tags allow messages to be sent beyond the 24-hour limit.

You can also send broadcasts to clients who have opted-in into chats with you. To learn more, read our Meta opt-in messages article.

Facebook broadcasts don’t require pre-approved templates. However, you can select a Kommo or WhatsApp template from the dropdown list or create from scratch.

Learn more about our Facebook integration in our Facebook Messenger article.

For all other channels, the content section functions the same way. You don’t need pre-approved templates to create a broadcast.

If you choose not to use a template, you can create a broadcast from scratch by adding text, images, videos, and buttons. All content will be displayed in the mobile preview, giving you a clear view of how it will appear to recipients.

1. Next, you’ll decide when your broadcast will be sent in the Launch time step. You can either send it immediately (the default setting) or schedule it for a later time.

Once you’ve set the timing, the Send button in the top-right corner updates to reflect your choice – Send now or Schedule. If everything is correctly configured and the template (if using WhatsApp) is approved, clicking Send now or Schedule will open a confirmation window.

This window summarizes the broadcast, displaying the number of leads it will be sent to and the scheduled start time.

Once you send or schedule your broadcast, you’ll be automatically redirected to the Broadcasting page. You can access it anytime by clicking on the gear icon in the Chats section and select the Broadcasting subsection.

To learn more about the Broadcasting page, refer to our Broadcasting article.

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.

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