> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thread.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Broadcast Messaging

> Send bulk Slack messages to multiple customer channels at once

## Overview

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

***

## When to Use Broadcasts

### Good Use Cases

<AccordionGroup>
  <Accordion title="Product Announcements">
    Notify customers about new features, updates, or changes.

    **Example:** "We've launched a new dashboard! Check it out at..."
  </Accordion>

  <Accordion title="Scheduled Maintenance">
    Alert customers about planned downtime or maintenance windows.

    **Example:** "Scheduled maintenance this Saturday 2am-4am PST..."
  </Accordion>

  <Accordion title="Policy Updates">
    Communicate changes to terms, pricing, or policies.

    **Example:** "Our updated privacy policy takes effect next month..."
  </Accordion>

  <Accordion title="Event Invitations">
    Invite customers to webinars, conferences, or training sessions.

    **Example:** "Join us for our quarterly product roadmap webinar..."
  </Accordion>

  <Accordion title="Holiday Notices">
    Inform customers about office closures or support availability.

    **Example:** "Our team will be out Dec 24-26. Support resumes Dec 27..."
  </Accordion>
</AccordionGroup>

### 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

***

## 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

***

## Sending a Broadcast

<Steps>
  <Step title="Navigate to Broadcast">
    Go to **Broadcast** from the main navigation (admin only).
  </Step>

  <Step title="Compose Message">
    Write your message in the composer:

    * Use Slack formatting (bold, links, etc.)
    * Keep it concise and clear
    * Include any relevant links
  </Step>

  <Step title="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
  </Step>

  <Step title="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)
  </Step>

  <Step title="Send">
    Click **"Send Broadcast"** to deliver the message.

    <Warning>
      Broadcasts are immediate and cannot be recalled. Double-check your message and recipients before sending.
    </Warning>
  </Step>
</Steps>

***

## Message Formatting

### Supported Slack Formatting

| Format            | Syntax                                   | Result         |
| ----------------- | ---------------------------------------- | -------------- |
| **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       |

### Message Best Practices

<CardGroup cols={2}>
  <Card title="Be Concise" icon="text">
    Keep messages short. Long messages get skimmed or ignored.
  </Card>

  <Card title="Clear Call-to-Action" icon="hand-pointer">
    Tell recipients what to do: "Click here", "Reply if", "No action needed"
  </Card>

  <Card title="Include Links" icon="link">
    Link to relevant resources, documentation, or sign-up pages.
  </Card>

  <Card title="Professional Tone" icon="briefcase">
    These are customer channels. Keep it professional.
  </Card>
</CardGroup>

### 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.
```

***

## Filtering Recipients

### By Segment

Filter accounts by their customer segment:

* Enterprise
* Mid-Market
* SMB
* Custom segments

### By Status

Filter by account status:

* **Active** - Currently onboarding or live
* **At Risk** - Flagged accounts
* **Completed** - Finished onboarding

### By CSM

Send to accounts managed by specific CSMs:

* Useful for CSM-specific announcements
* Training session invitations
* Region-specific notices

### By Milestone

Filter by current onboarding phase:

* Kickoff
* Implementation
* Go-Live
* Post-launch

***

## 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

<Info>
  Consider following up with skipped accounts via email or other channels.
</Info>

***

## Broadcast History

### 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

### Exporting History

Export broadcast history for compliance or reporting:

* Click **"Export"** to download CSV
* Includes all message details and recipients

***

## Permissions

| Role       | Can Send Broadcasts | Can View History |
| ---------- | ------------------- | ---------------- |
| Admin      | ✅                   | ✅                |
| User (CSM) | ❌                   | ❌                |

<Info>
  Broadcast access is admin-only to prevent accidental mass communications.
</Info>

***

## Best Practices

### 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

### 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

### Timing Considerations

| Time                           | Good For                                            |
| ------------------------------ | --------------------------------------------------- |
| **Tuesday-Thursday, 10am-2pm** | General announcements                               |
| **Monday morning**             | Week-ahead notices                                  |
| **Friday afternoon**           | Weekend maintenance notices                         |
| **Avoid**                      | Late night, early morning, weekends (unless urgent) |

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="Message Didn't Deliver">
    **Check:**

    * Slack integration is connected
    * Account has a linked Slack channel
    * Channel still exists (not deleted/archived)
    * Bot has permissions in the channel
  </Accordion>

  <Accordion title="Can't Access Broadcast">
    **Cause:** You have User role, not Admin.

    **Solution:** Ask an admin to send the broadcast, or request admin access.
  </Accordion>

  <Accordion title="Wrong Accounts Received Message">
    **Prevention:** Always preview recipient list before sending.

    **Recovery:** Send a follow-up correction to affected accounts.
  </Accordion>

  <Accordion title="Formatting Looks Wrong">
    **Check:**

    * Slack formatting syntax (not Markdown)
    * Special characters escaped properly
    * Links formatted as `<url|text>`
  </Accordion>
</AccordionGroup>

***

## What's Next?

<CardGroup cols={2}>
  <Card title="Slack Integration" icon="slack" href="/integrations/slack">
    Set up Slack for customer channels
  </Card>

  <Card title="Templates" icon="file-lines" href="/csm-guide/templates/creating-templates">
    Create personalized Slack actions in templates
  </Card>
</CardGroup>