Delivery & recipients

Configure a delivery channel and recipient source for each broadcast or automation before you launch it.

This setup has two parts:

• Delivery defines the channel that sends your broadcast or automation to users.
• Recipients defines the contacts or audience that receive it.

Delivery

Select the channel that sends your broadcast or automation. Available channels can include SMS, Email, WhatsApp, and RCS, depending on the automation type. The following table shows the delivery and engagement options available for each automation.

SMS

SMS is available for Polls & Surveys, Keyword, and Chatbot automations.

1. Select SMS.
2. Select a Sender Number.
3. Select the Recipients option.

For recipient options, see Recipients.

RCS

RCS is available for Polls & Surveys, Keyword, and Chatbot automations.

1. Select RCS.
2. Select an Agent.
3. Select a Recipients option.

For recipient options, see Recipients.

WhatsApp

WhatsApp is available for Polls & Surveys, Keyword, and Chatbot automations.

1. Select WHATSAPP.

2. In Sender WhatsApp Business Account, select a WhatsApp sender configured in your Workspace. Each sender displays its alias and associated phone number.

3. Review the WhatsApp Sender Information panel that appears after you select a sender.

   

   • Status shows the sender's connection state. A status of CONNECTED means the sender can send and receive messages.
   • Quality Rating shows the sender's performance level, based on user engagement and message quality as determined by Meta. A High rating indicates good delivery performance and user experience.
   • Tier shows the messaging tier, which determines the maximum number of business-initiated conversations allowed per day. For example, a tier of 1,000 permits up to 1,000 business-initiated conversations per day using approved templates.

   📘

   NOTE

   You can continue only when the selected sender has an eligible status. Senders with the following statuses are ineligible: RESTRICTED, PENDING, DISCONNECTED, UNKNOWN, DELETED, and BANNED.

   The platform prevents you from selecting recipients or composing a message until you select an eligible sender.

   For definitions of tier, quality rating, and sender statuses, see WhatsApp Sender Quality Rating & Status.

Recipients

Choose how to provide recipients for your broadcast or automation. You can use an API endpoint, contacts stored in the platform, a CSV file, manually entered contacts, or a keyword.

1. API Endpoint
2. Contacts in Platform
3. Upload CSV List
4. Write down Contacts
5. Keyword

API Endpoint

Use API Endpoint to generate a delivery endpoint that your system calls to trigger an automation. After you create the automation and set it to Live Status, open the Delivery Endpoint tab to access the endpoint and payload sample.

The Delivery Endpoint is available for:

• Polls & Surveys
• Chatbot

Copy the endpoint URL from the Endpoint URL field.

Call this endpoint from your system to send an SMS message to the recipient. For example, after a user completes a $12 USD recharge, your system can call the endpoint with the recipient's phone number and transaction details. The API then sends the configured SMS message, including its link, to that recipient.

Copy the endpoint and payload sample. For example:

{
  "receiver": "5555555",
  "campaignLabel": "demo"
}

Each automation has a unique Delivery Endpoint. Its automation ID appears in the endpoint URL.

To test the automation:

1. Select Test Automation below the payload.

   

2. Enter the Automation Label, select the recipient’s Country/Region, and enter the Phone number.

   

3. Click Send Request. The platform sends the message immediately and displays the result in Try out response.

Contacts in Platform

Use Contacts in Platform to send to contacts in your Contact List. This is the default recipient option.

The platform identifies:

• Contacts with a valid mobile number.
• Contacts with an empty mobile number field.

In the example, the Contact List contains 18 contacts with valid mobile numbers and 10 contacts with empty mobile number fields.

For a WhatsApp delivery channel, a contact that has a userId and no mobile number is also valid. See WhatsApp (mobile numbers and userId).

Optionally, select a filter or segment from the corresponding dropdown. You can also leave both options unset.

Filter

A filter segments contacts according to rules on Contact List fields.

• None: Sends the broadcast to all contacts in the platform.

• Create a New Filter: Opens a dialog where you can create a filter based on Contact List field rules.

  

  To create a filter, see Filters.

Segment

A segment groups contacts into a list for targeted delivery.

• None: Sends the broadcast to all contacts in the selected option.

• Create a New Segment: Opens a dialog where you can create a contact segment based on rules.

  

To create a segment, see Segments.

WhatsApp (mobile numbers and userId)

When you create a WhatsApp broadcast, the Contacts list dropdown of the Recipients step offers three options: Contacts in platform, Upload a CSV list, and Write down contacts. Select Contacts in platform to send to the contacts stored in your Contact List.

For a WhatsApp delivery channel, the platform identifies each contact by its mobile number, by its wa_bsuid value, or by both. The wa_bsuid field stores the userId of the contacts who have reserved usernames enabled on their WhatsApp account. The platform reads both fields from your main Contact List, so you do not need to select the wa_bsuid field or map any column. For more information about the field, see Fields. For background on the identifier, see Reserved usernames.

The platform identifies:

• Contain valid Recipients (green box): contacts that have a mobile number, a userId, or both.
• Have empty Recipient fields (gray box): contacts that have neither a mobile number nor a userId.

Each contact appears in only one of these groups.

To review the valid recipients:

1. In the Recipients step, select Contacts in platform from the Contacts list dropdown.

2. Optional: select a segment or a filter.

3. Select the green box (Contain valid Recipients). The Check recipients in your list window opens.

4. Review the table. It displays two columns:

   • mobile: the mobile number of the contact.
   • wa_bsuid: the userId of the contact.

   A contact can have a mobile number, a userId, or both. The cell of the identifier that a contact does not have remains empty.

   

5. Optional: turn on Display all Fields to display all the fields of your Contact List in the table.

6. Select Close to return to the Recipients step, and then select Next to continue.

Upload CSV List

Use Upload CSV List to send to recipients in a CSV file.

1. Select Upload CSV List.
2. Review the Terms of Service and select Confirm to continue. Select Cancel to stop the upload.

3. Upload your CSV file.

SMS (upload mobile numbers by CSV)

After you upload a CSV file for an SMS delivery channel, select the column that contains each recipient's mobile number. In this example, the mobile number column is PhoneNumber.

The platform identifies:

• Users with a valid mobile number (green box).
• Users with an invalid mobile number (red box).
• Users with an empty mobile number field (gray box).

In the example, the file contains one valid mobile number, two invalid mobile numbers, and no empty mobile number fields.

To correct invalid mobile numbers:

1. Select the red box to open the editing dialog.

   

2. Update each invalid number. A check mark appears next to a corrected number.

   

3. If more than five recipients have invalid numbers, select Items per page in the lower-right corner of the list to display more recipients.

4. Select Save to return to the Recipients step. A confirmation message appears when the SMS recipients are updated and disappears after a few seconds.

Email (upload email addresses by CSV)

After you upload a CSV file for an Email delivery channel, select the column that contains each recipient's email address.

The platform identifies:

• Users with a valid email address (green box).
• Users with an invalid email address (red box).
• Users with an empty email field (gray box).

In the example, the file contains one valid email address, one invalid email address, and one empty email field.

To correct invalid email addresses:

1. Select the red box to open the editing dialog.

2. Update each invalid email address. A check mark appears next to a corrected address.
   
   If more than five recipients have invalid email addresses, select Items per page in the lower-right corner of the list to display more recipients.

   

3. Select Save to return to the Recipients step. A confirmation message appears when the email recipients are updated and disappears after a few seconds.

WhatsApp (upload mobile numbers or userId by CSV)

Select Upload a CSV list from the Contacts list upload dropdown of the Recipients step. The Upload your .CSV file area is displayed. Drag and drop your file into the area, or select Browse Files and choose the file.

After you upload a CSV file for a WhatsApp delivery channel, the upload area displays the name of your file with a green check mark. Your file can identify each recipient by a mobile number, by a userId, or by both. The userId identifies the WhatsApp users who have reserved usernames enabled on their account and whose phone number the platform does not receive. For background on this identifier, see Reserved usernames.

To define the recipients of your file:

1. From the Select the file's column that contains mobile numbers dropdown, select the column that contains the mobile number of each recipient. This field is required.
2. If your file includes recipients who have reserved usernames enabled, select the Check if your .CSV contains a User_id Column checkbox.
3. From the Select the file's column that contains User_id column dropdown, select the column that contains the userId of each recipient. This field is required when the checkbox is selected.
4. Select Load contacts to load the recipients of your file.
5. Select Next to continue.

The platform uses the userId to address the recipients who do not have a mobile number. It is the same identifier that your webhook receives for a reserved-username user.

The platform identifies:

• Recipients with a valid mobile number or a userId.
• Recipients with neither a mobile number nor a userId (empty).

Each recipient appears in only one of these groups. The summary of valid and empty recipients that the platform shows before you send the broadcast reflects this criterion.

Write down Contacts

Use Write down Contacts to copy, type, or paste contact data into the text box.

1. Select Write down Contacts.
2. Review the Terms of Service and select Confirm to continue. Select Cancel to stop.

3. Copy or paste CSV-formatted contact data into the text box.

   

4. Select Load contacts to load the contact data.

For an SMS and WhatsApp delivery channel, in the Creation in Progress window, select the column that contains the recipient's mobile number.

The platform identifies:

• Users with a valid mobile number (green box).
• Users with an invalid mobile number (red box).
• Users with an empty mobile number field (gray box).

For an Email delivery channel, select the column that contains the recipient's email address.

WhatsApp (write down mobile numbers or userId)

For a WhatsApp delivery channel, you can include the mobile number, the userId, or both for each contact. The userId identifies the WhatsApp users who have reserved usernames enabled on their account and whose phone number the platform does not receive. For background on this identifier, see Reserved usernames.

To write down the contacts:

1. Select Write down contacts from the Contacts list text dropdown of the Recipients step.

2. Type or paste your contacts into the text box. You can enter up to 5,000 lines. Add a header row with the name of each column, followed by one line per contact. For example:

   Example of contacts with mobile number and userId

   name, mobile, userId
   Julian, +525500000001, MX.4820193746582013
   Maria, +12125550143, US.7351029486130572

3. Select Load contacts. The Creation in Progress window opens.

4. From the Select the file's column that contains mobile numbers dropdown, select the column that contains the mobile number of each contact. This field is required.

5. If your contacts include users who have reserved usernames enabled, select the Check if your .CSV contains a User_id Column checkbox.

6. From the Select the file's column that contains User_id column dropdown, select the column that contains the userId of each contact. This field is required when the checkbox is selected.

7. Select Start. The Creation in Progress window displays the New contacts, Updated contacts, and Detected Field Errors counters.

The platform uses the userId to address the contacts who do not have a mobile number. It is the same identifier that your webhook receives for a reserved-username user.

The platform identifies:

• Recipients with a valid mobile number or a userId.
• Recipients with neither a mobile number nor a userId (empty).

Each recipient appears in only one of these groups. The summary of valid and empty recipients that the platform shows before you send the broadcast reflects this criterion.

Keyword

Use Keyword to let users trigger participation by sending a keyword.

The Keyword option is available for SMS, RCS, and WhatsApp. Enter your keywords in the Keyword section.

For example, you might configure a keyword that lets users join a chatbot to receive discounts on their next flights.

Optional: enable Auto-Reply to respond to nonmatching keywords. For example, when a user sends any keyword, a chatbot can send the Welcome Message configured in the Interactions section. For Polls & Surveys automations, the automation sends the content from the Message section and a short URL.

Slide the toggle to the right to enable Auto-Reply. Before you enable it, check the following:

• Another automation already uses Auto-Reply for the same sender number. Disable Auto-Reply in that automation before enabling it here. When you slide the toggle to the right, a pop-up identifies the automation by name and ID.

  

• The sender number already uses Auto-Reply Message. Disable Auto-Reply Message by editing the sender number in Sender Number Configuration, on the Channel Management tab in Preferences. When you slide the toggle to the right, a pop-up identifies the sender number.