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Broadcasts

Broadcasts help you send one message to many customers at once — for example a promotion, a store opening notice, or a payment reminder.

You do not need to message people one by one. Choose a channel, choose who should receive it, write (or pick) the message, then send now or later.

When to use Broadcasts​

Use Broadcasts when you want to:

  • Announce a sale or new product to a group of customers
  • Send the same reminder to many contacts
  • Run a repeating message (for example every Monday) as a Campaign
  • See how many people received, opened, or replied

Everyday example: A shop wants to tell Zalo OA followers about a weekend discount. Staff create a Broadcast, pick a Zalo template, choose a contact list, send a test message to themselves first, then publish.

Before you start​

You needWhy
At least one connected channel (Zalo OA, WhatsApp, Messenger, or another active channel)Broadcasts send through that channel
Contact lists or clear audience rulesSo you know who should receive the message
For Zalo / WhatsApp / MessengerAn approved message template on that channel (these channels usually do not allow free-text mass sends)
Permission to manage BroadcastsAsk your admin if the menu is missing

Also prepare your Contacts so names, phones, and lists are up to date.

Open Broadcasts​

  1. In the left sidebar, click Broadcasts.
  2. You will see two tabs:
    • Broadcasts — each individual send
    • Campaigns — repeating schedules (each run creates a related broadcast) Open Broadcasts

Create a Broadcast (5 steps)​

Click Create Broadcast. ScaleFlow walks you through five screens. Use Next to continue, Back to go back, and Save as Draft if you want to finish later.

Step 1 — Select Channel​

  1. Choose the Channel that will deliver the message.
  2. If you see a warning that no channel is connected, go to Channels first and connect one.
  3. Check any quality or quota hints shown for that channel (for example Zalo OA quality).

Select channel Broadcasts

Step 2 — Configure Broadcast​

  1. Enter a clear Broadcast Name (example: Flash Sale June 2026).
  2. Choose When to Send:
    • Send Now — starts soon after you publish
    • Send Later — pick a date and time
    • Send Recurring Campaign — repeats on a schedule (this creates a Campaign)

For recurring sends you can choose Daily, Weekly, Monthly, or Custom, then set start date, send time, weekdays (if needed), and when it should stop.

Simple tips:

  • Schedules use your workspace timezone (see Tenant).
  • A “send later” time should be at least about 15 minutes in the future.
  • ScaleFlow finalizes the audience at send time (and skips people who opted out where that applies).

Configure Broadcast

Step 3 — Define Audience​

Choose who receives the message:

ModeWhat it means
By ListPick one or more contact Lists you already created
By ConditionBuild rules such as “Lifecycle stage is Customer” and “Connected channel is Zalo” (rules are combined with AND)

Watch Estimated Reach so you know roughly how many people will be included.

Define Audience

Step 4 — Build Content​

What you write depends on the channel:

ChannelHow you build the message
Zalo OAChoose a ZBS template, map personal fields (name, order code, …), preview
WhatsAppChoose an approved template, map variables, optional header media
MessengerChoose a Utility or Marketing template, then map variables
Other connected channelsOften a Manual Message (text + optional image) with personalization like {{firstName}}

Type {{ or use Insert Variable when you need customer-specific details.

Build Content

Step 5 — Review and Test​

  1. Check the summary: channel, timing, audience, and content.
  2. Under Send a Test Message, pick a Test Contact (it does not have to be in the audience).
  3. Click Send Test Message and confirm you received it on that channel.
  4. Click Create Broadcast.

When creation succeeds, you can Close or Publish Now.

Review and Test

Manage an existing Broadcast​

Open a broadcast from the list. You will see four sections:

SectionWhat you do there
OverviewSee results: Sent, Delivered, Read, Replied, Failed; search recipients; Export CSV
SettingsReview or edit name and schedule (only while still editable)
AudienceReview who was targeted
ContentReview the message / template

Common actions (depending on status):

  • Publish — start a draft or scheduled send
  • Pause / Resume — temporarily stop or continue
  • Cancel — stop the broadcast
  • Resend — send again (you can choose whether to include people who already received it)
  • Delete — remove it
  • Duplicate — copy from the list to create a similar one faster

Editing is usually only allowed when the status is Draft or Scheduled. Otherwise the setup is read-only.

Detail broadcast​

Campaigns (repeating broadcasts)​

If you chose Send Recurring Campaign, ScaleFlow creates a Campaign.

On the Campaigns tab you can:

  • See the next and last run times
  • Open a campaign for Campaign Overview (performance chart across runs)
  • Open Campaign Runs to see each individual send

Publish, cancel, or delete from the campaign detail when needed.

Detail broadcast

Statuses in plain language​

StatusMeaning
DraftSaved but not published yet
ScheduledWaiting for the send time
SendingCurrently going out
PausedTemporarily stopped
SentFinished sending
FailedSomething went wrong — check details or try again
Stopped / CancelledManually stopped

Recipient rows may also show Delivered, Read, Replied, Pending, or Skipped.

Tips for better results​

  1. Always send a test before publishing to many people.
  2. Keep lists clean in Contacts so the right people get the message.
  3. For Zalo / WhatsApp / Messenger, prepare templates early — approval can take time outside ScaleFlow.
  4. Start with a small list the first time you use Broadcasts.
  5. After sending, review Analytics (Broadcast tab) together with the Overview metrics.