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Campaigns & Growth

Campaigns: Broadcasts & Automatic Replies

Send one-off broadcasts to a group of contacts, or set up automatic keyword-triggered replies.

Last updated 2026-08-14

Campaigns cover two related things: sending the same message to many contacts at once (a broadcast), and setting up an automatic reply that fires whenever someone texts a specific keyword. Two other kinds of campaign work behind the scenes to power Reminders and Journeys — see those pages for how those are configured.

Send a broadcast

Send an approved message template to a whole contact group, or to every contact on your account, in one go.

  1. Go to Campaigns from the left menu and click "New campaign".
  2. Choose an approved template to send.
  3. Pick a contact group as your audience, or leave it as "all contacts".
  4. Fill in any variables the template needs — the same values are used for every recipient.
  5. Review the recipient count, then click "Send now".
A campaign only sends to subscribed contacts — see Contacts & CRM for how subscribe/unsubscribe status works.
Sends go out gradually, a couple of seconds apart, rather than all at once.
There's no scheduling yet — broadcasts send immediately when you click Send. Scheduling for later is on the roadmap.
Personalizing each message with the recipient's own name or details isn't available yet — everyone in the broadcast receives the same filled-in template.

Set up a keyword auto-reply

Create a rule that automatically sends a chosen template whenever a customer texts a specific word or phrase — for example, replying with your store hours whenever someone texts "hours".

  1. Go to Campaigns from the left menu and click "New campaign".
  2. Choose "Chatbot Trigger" as the campaign kind.
  3. Pick the template to send as the reply.
  4. Enter the trigger keyword and choose whether it must match the whole message exactly, or just be contained anywhere in it.
  5. Save — the rule is live immediately. Use the Activate/Pause toggle to turn it on or off later.
If more than one trigger rule could match the same message, only the first matching rule (by creation order) fires — there's no way to set a priority between overlapping keywords yet.
If the AI Auto-Reply Bot is also turned on, a matching keyword trigger always takes priority over the AI bot for that message.

View a campaign's delivery report

See how a campaign performed: how many messages were sent, delivered, read, or failed.

  1. Go to Campaigns from the left menu and open a campaign.
  2. View the sent/delivered/read/failed counts.
  3. For a broadcast with failures, see the list of failed recipients with the reason for each failure.

Frequently Asked Questions

Can I schedule a broadcast for later?

Not yet — broadcasts send immediately when you click Send. Scheduling for a future time is on the roadmap.

Can I personalize each message in a broadcast with the customer's name?

Not yet — every recipient in a broadcast receives the same filled-in template. Per-contact personalization is on the roadmap.

What happens if two keyword triggers could both match the same message?

Only the first matching rule fires (the oldest one you created). There's currently no way to set a priority order between overlapping keyword triggers, so it's worth keeping trigger keywords distinct from each other.

Will unsubscribed contacts get my broadcast?

No — broadcasts automatically skip any contact marked unsubscribed. See Contacts & CRM.

Does a keyword trigger work outside the 24-hour window?

Yes — since the reply is always an approved template, keyword-triggered auto-replies work regardless of the 24-hour window.

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