WhatsApp broadcasts enable you to send pre-approved template messages to multiple recipients simultaneously. When recipients respond to these broadcast messages, your configured agent automatically handles the conversations, creating a powerful system for proactive customer engagement at scale.

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Key features

📤 Bulk Messaging

Send approved WhatsApp templates to hundreds or thousands of recipients

🤖 Automated Responses

Your agent handles all replies with broadcast context

📊 Performance Tracking

Monitor delivery, read rates, and response rates in real-time

📁 CSV Upload

Import recipients with personalized template parameters

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Creating a broadcast

1

Navigate to Broadcasts

Go to the “WhatsApp Broadcasts” section in your project sidebar
2

Create New Broadcast

Click “New Broadcast” and provide:
  • Name: A descriptive internal name for your campaign
  • WhatsApp Configuration: Select the WhatsApp Business account to send from
  • Template: Choose from your approved WhatsApp templates
3

Review Agent Assignment

The system automatically assigns the primary agent configured for your selected WhatsApp account. This agent will handle all responses to the broadcast
Only approved WhatsApp templates can be used for broadcasts. Ensure your templates are approved in Meta WhatsApp Manager and synced to Kapso before creating a broadcast.

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Adding recipients

You have two methods to add recipients to your broadcast:

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Option 1: Select existing contacts

1

Choose Contacts

Select from your existing WhatsApp contacts in the project
2

Bulk Selection

Use the “Select All” option to quickly add all eligible contacts
3

Review Selection

The system automatically excludes sandbox and test contacts

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Option 2: CSV Upload

1

Download Template

Download the CSV template which includes:
  • phone_number column (required)
  • Additional columns for any template parameters (e.g., param1, param2)
2

Prepare Data

Fill in the CSV with:
  • Phone numbers including country code (e.g., +1234567890)
  • Values for any template variables your message requires
3

Upload CSV

Upload your completed CSV file. The system will:
  • Validate phone number formats
  • Check for required parameters
  • Process recipients in batches
Phone numbers must include the country code and be in international format. Invalid numbers will be flagged and skipped during the broadcast.

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Sending process

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Rate limiting

Kapso implements intelligent rate limiting to ensure reliable delivery:
  • Messages are sent in batches of 500
  • 10-second delay between batches
  • Respects WhatsApp’s 50 messages/second limit
  • Automatic retry for rate limit errors

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Real-time monitoring

Track your broadcast progress with:
  • Live sending progress percentage
  • Real-time recipient count updates
  • Status updates for each message
  • Error tracking and reporting

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Performance metrics

Monitor comprehensive metrics for each broadcast:
MetricDescription
Total RecipientsNumber of recipients added to the broadcast
SentMessages successfully submitted to WhatsApp
DeliveredMessages confirmed delivered by WhatsApp
ReadMessages marked as read by recipients
RespondedRecipients who replied to the broadcast
FailedMessages that couldn’t be sent
Response RatePercentage of recipients who responded

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Response handling

When recipients reply to broadcast messages, Kapso provides intelligent context to your agent:

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Broadcast context

Your agent receives detailed information about the broadcast: 
{
  "broadcast_context": {
    "broadcast_id": "uuid-here",
    "broadcast_name": "Holiday Sale 2024",
    "template_name": "holiday_promotion",
    "template_content": "Hi {{1}}, check out our special holiday offers!",
    "sent_at": "2024-12-20T10:00:00Z"
  }
}

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Conversation management

  • New conversations are created or existing ones resumed
  • Agent has full context about which broadcast triggered the conversation
  • Responses are personalized based on the broadcast campaign
  • All standard agent capabilities remain available

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Limitations

Important Limitations:
  • Only approved WhatsApp templates can be broadcast
  • Broadcasts cannot be edited once sending begins
  • Completed broadcasts are read-only
  • Rate limits apply to prevent system abuse

WhatsApp Templates

Learn how to manage and sync WhatsApp templates

WhatsApp Configuration

Set up your WhatsApp Business connection