WhatsApp Broadcasts

How to Access

From the top navigation bar, click Marketing, then select Campaigns from the dropdown.

Create a New Broadcast

On the Campaigns page, click + New Campaign in the top right corner.

You'll be taken directly to the Setup page.

Setup and Template Selection

You will be directed to the Setup page. Here, you need to define the basics of your campaign.

Campaign Details

• Campaign Name: Give it a name you'll recognize later (e.g., "March Re-engagement" or "CNY 2026 Promo").
• WhatsApp Account: Select the WhatsApp business number you want to send from.

Select Your Template

Choose the Marketing Template you want to send. This is the actual message your customers will receive.

Preview and Test

Once you select a template, you'll see a live preview of how it looks on the customer's phone. Before sending it to everyone, you can send a test to your own number, just enter your phone number and click the Send icon.

Select Your Audience

This is where you decide who gets your message. Click Next to enter the Audience stage.

Step 1: Filter by Registration Place

The first dropdown lets you choose where your customers came from — for example, your Online Store, POS (walk-in customers), or a specific sales channel. This narrows down the list to only customers from that source. Leave it empty to include customers from all channels.

Step 2: Filter by Customer Activity

After selecting the registration place, use the second dropdown to further narrow down your list based on customer activity:

• Last Order Date — Select a date range. The system shows customers whose last order falls within that period. For example, select a range from 3 months ago to find customers who haven't ordered recently and bring them back with a re-engagement promo. Or select this week's dates to target customers who just ordered and upsell them with a follow-up offer.
• Total Spending — Target customers based on how much they've spent in total. Great for exclusive offers to your highest-value customers.
• Order Count — Target customers based on how many orders they've placed. Great for rewarding your most loyal visitors.

Set a Limit

The Limit box lets you cap the number of recipients. For example, if you filter by Total Spending and enter 50, the system automatically selects your top 50 highest-spending customers. This is useful for running exclusive promotions aimed at your best customers.

Manual Selection

After filtering, the system generates a list. You can manually check or uncheck individual customers if you want to include or exclude specific people.

Review and Launch

Click Next to proceed to the Summary page. This acts as your final checkpoint. You will see a Campaign Summary box containing:

• Total Audience: Number of recipients.
• Template: The message you're sending.
• Messaging Limit: Your current daily limit (e.g., 2,000 messages/day).
• Estimated Cost: Projected cost based on META's messaging rates.

Start the Campaign

Once you are ready, click the Start Campaign button at the bottom. The system will begin sending the messages to your selected audience immediately.

Track Performance

After the campaign starts, you will be taken to the Statistics Dashboard. Here you can monitor the results in real-time:

• Sent — Messages pushed from the system.
• Delivered — Messages that reached the customer's phone.
• Read — Messages the customer actually opened.
• Failed — Messages that couldn't be delivered (usually invalid numbers).

Tips and Best Practices

Messaging Limits

WhatsApp limits how many new customers you can message within 24 hours. Your limit depends on your account reputation:

• New / unverified accounts: 250 per day
• Verified (starting level): 1,000 per day
• Higher tiers: 10,000 → 100,000 → Unlimited

You can check your current limit in WhatsApp Manager → Phone Numbers.

When to Send

• Weekday mornings (9 AM – 12 PM) — People check their phone during their morning routine.
• Weekday evenings (5 PM – 8 PM) — Off work, more likely to read and respond.
• Weekend mornings (10 AM – 12 PM) — More free time to browse and act on promotions.
• Avoid late nights, early mornings, public holidays, and Monday mornings.

How Often to Send

Don't send more than 1–2 campaigns per week unless you have something genuinely useful to share. Over-messaging is the fastest way to get blocked. You can see the section below on how to include a Stop Promotions button so customers can opt out cleanly.

Managing Customer Opt-Outs (Stop Promotions)

Give your customers the option to stop receiving promotions. This prevents spam complaints and keeps your messaging reputation healthy.

Setting Up the "Stop Promotion" Button

Add this button to your Marketing Template before using it in a campaign:

1. Go to Settings > Templates.
2. Select WhatsApp and go to the Marketing tab.
3. Find the template you want to use, click the three dots (•••), and select Edit template.
4. In the editor, look at the left panel and find the Buttons section.
5. Click + Add Button and select Quick Reply as the button type.
6. Enter the text Stop Promotions in the button text field.
7. Click Update and then Submit the template for approval.

What the Customer Sees

• When a customer taps Stop Promotions, they receive an automatic message confirming they've been unsubscribed. They'll still get order updates and receipts as normal.
• The system automatically excludes them from future campaigns.
• If they change their mind, they can reply START to re-subscribe.