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Overview

Broadcast messaging allows you to send Slack messages to multiple customer channels simultaneously. Use it for announcements, updates, or coordinated communications.

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When to Use Broadcasts

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Good Use Cases

Notify customers about new features, updates, or changes.Example: “We’ve launched a new dashboard! Check it out at…”
Alert customers about planned downtime or maintenance windows.Example: “Scheduled maintenance this Saturday 2am-4am PST…”
Communicate changes to terms, pricing, or policies.Example: “Our updated privacy policy takes effect next month…”
Invite customers to webinars, conferences, or training sessions.Example: “Join us for our quarterly product roadmap webinar…”
Inform customers about office closures or support availability.Example: “Our team will be out Dec 24-26. Support resumes Dec 27…”

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When NOT to Use Broadcasts

  • ❌ Individual customer issues - Use direct messages instead
  • ❌ Personalized content - Use template actions with variables
  • ❌ Time-sensitive emergencies - Use direct outreach
  • ❌ Sales pitches - Keep customer channels professional

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Prerequisites

Before using broadcasts:
  1. Slack integration connected - Go to Connectors → Slack
  2. Customer channels configured - Accounts need linked Slack channels
  3. Admin access required - Only admins can send broadcasts

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Sending a Broadcast

1

Navigate to Broadcast

Go to Broadcast from the main navigation (admin only).
2

Compose Message

Write your message in the composer:
  • Use Slack formatting (bold, links, etc.)
  • Keep it concise and clear
  • Include any relevant links
3

Select Recipients

Choose which accounts should receive the message:
  • All accounts - Every account with a Slack channel
  • Filter by segment - Enterprise, SMB, etc.
  • Filter by status - Active accounts only
  • Filter by CSM - Accounts assigned to specific CSMs
  • Manual selection - Pick individual accounts
4

Preview

Review the message and recipient list:
  • See exactly how the message will appear
  • Verify recipient count
  • Check for accounts without Slack channels (they’ll be skipped)
5

Send

Click “Send Broadcast” to deliver the message.
Broadcasts are immediate and cannot be recalled. Double-check your message and recipients before sending.

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Message Formatting

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Supported Slack Formatting

FormatSyntaxResult
Bold*bold*bold
Italic_italic_italic
Strikethrough~strike~strike
Code`code`code
Link`<https://example.com|Link Text>`Clickable link
Bullet list• Item 1• Item 1

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Message Best Practices

Be Concise

Keep messages short. Long messages get skimmed or ignored.

Clear Call-to-Action

Tell recipients what to do: “Click here”, “Reply if”, “No action needed”

Include Links

Link to relevant resources, documentation, or sign-up pages.

Professional Tone

These are customer channels. Keep it professional.

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Example Messages

Product Update: 
*New Feature: Advanced Reporting*

We've launched new reporting capabilities:
• Custom date ranges
• Export to CSV/PDF
• Scheduled reports

<https://docs.example.com/reporting|Learn more in our docs>

Questions? Reply here or reach out to your CSM.
Maintenance Notice: 
*Scheduled Maintenance Notice*

We'll be performing system maintenance:
• *When:* Saturday, Jan 15, 2am-4am PST
• *Impact:* Brief service interruption expected

No action needed. We'll notify you when complete.

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Filtering Recipients

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By Segment

Filter accounts by their customer segment:
  • Enterprise
  • Mid-Market
  • SMB
  • Custom segments

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By Status

Filter by account status:
  • Active - Currently onboarding or live
  • At Risk - Flagged accounts
  • Completed - Finished onboarding

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By CSM

Send to accounts managed by specific CSMs:
  • Useful for CSM-specific announcements
  • Training session invitations
  • Region-specific notices

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By Milestone

Filter by current onboarding phase:
  • Kickoff
  • Implementation
  • Go-Live
  • Post-launch

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Accounts Without Slack

Not all accounts have Slack channels configured. When sending broadcasts:
  • ✅ Accounts with channels receive the message
  • ⚠️ Accounts without channels are skipped
  • 📊 Summary shows delivered vs. skipped count
Consider following up with skipped accounts via email or other channels.

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Broadcast History

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Viewing Past Broadcasts

All broadcasts are logged for auditing:
  1. Go to Broadcast → History tab
  2. See all past broadcasts with:
    • Date and time sent
    • Message content
    • Recipient count
    • Who sent it

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Exporting History

Export broadcast history for compliance or reporting:
  • Click “Export” to download CSV
  • Includes all message details and recipients

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Permissions

RoleCan Send BroadcastsCan View History
Admin✅✅
User (CSM)❌❌
Broadcast access is admin-only to prevent accidental mass communications.

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Best Practices

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Before Sending

  • Proofread the message carefully
  • Verify recipient filters are correct
  • Check for typos in links
  • Consider timing (avoid late nights, weekends)
  • Have another admin review if important

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Message Frequency

  • Don’t over-communicate - Reserve broadcasts for important updates
  • Batch related announcements - Combine multiple small updates
  • Consider customer fatigue - Too many messages = ignored messages

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Timing Considerations

TimeGood For
Tuesday-Thursday, 10am-2pmGeneral announcements
Monday morningWeek-ahead notices
Friday afternoonWeekend maintenance notices
AvoidLate night, early morning, weekends (unless urgent)

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Troubleshooting

Check:
  • Slack integration is connected
  • Account has a linked Slack channel
  • Channel still exists (not deleted/archived)
  • Bot has permissions in the channel
Cause: You have User role, not Admin.Solution: Ask an admin to send the broadcast, or request admin access.
Prevention: Always preview recipient list before sending.Recovery: Send a follow-up correction to affected accounts.
Check:
  • Slack formatting syntax (not Markdown)
  • Special characters escaped properly
  • Links formatted as <url|text>

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What’s Next?

Slack Integration

Set up Slack for customer channels

Templates

Create personalized Slack actions in templates