This section explains how to configure how and to whom your broadcast or automation will be delivered. It covers two essential aspects of configuration:

Delivery: Defines the method or channel your broadcast or automation will use to reach users.
Recipients: Defines the audience or contacts who will receive the broadcast or automation.

You must configure both for a successful broadcast or automation launch.

Delivery

The Delivery section defines how your broadcast or automation will be sent to participants. Depending on the broadcast or automation type, you can choose from multiple channels like SMS, Email, WhatsApp, RCS, or Subscription Form.

The following table shows what types of delivery or engagement schemes are available for each automation:

SMS

The SMS broadcast is available for: Polls & Surveys, and Keyword automations.

To send the automation through the SMS broadcast:

Select the SMS button.
Select the Sender Number from the dropdown box.
Define Recipients by selecting the Recipients dropdown box.

For more information on how to select the Recipients, go to Define Recipients

RCS

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

To send the automation through the RCS broadcast:

Select the RCS button.
Select the Agent from the dropdown box.
Define the Recipients by selecting an option from the Recipients dropdown box

For more information on how to select the Recipients, go to the Define Recipients section.

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ON KEYWORD
Keyword and Chatbot automations, by definition, do not specify recipients.

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

To send the automation through the WhatsApp broadcast:

Select the WHATSAPP radio button.
In the Sender WhatsApp Business Account dropdown, choose from the list of available WhatsApp senders configured in your Workspace. Each sender is listed by its alias and associated phone number.
Once a sender is selected, a summary panel titled WhatsApp Sender Information will automatically appear below the dropdown. This panel displays real-time information about the selected sender, including:
- Status: Indicates the current connectivity state of the sender with the platform. A status of CONNECTED means the sender is actively linked and can send and receive messages.
- Quality Rating: Reflects the performance level of the sender, based on user engagement and message quality as determined by Meta. A High rating suggests good message delivery performance and user experience.
- Tier: Displays the messaging tier level assigned to the sender, which determines the maximum number of business-initiated conversations allowed per day. For example, a Tier value of 1,000 allows up to 1,000 customer-initiated conversations daily using approved templates.
This ensures that you have selected a sender that is both active and compliant with Meta’s quality and messaging volume requirements.\

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NOTE
The ability to proceed with a WhatsApp broadcast is contingent upon the operational status of the selected sender. If the sender is assigned any of the following statuses — RESTRICTED, PENDING, DISCONNECTED, UNKNOWN, DELETED, or BANNED — it will be considered ineligible for broadcast or automation execution.
Senders in these states are not authorized to dispatch WhatsApp messages or message templates, as they fail to meet the connectivity or compliance requirements established by Meta.
Consequently, the platform will prevent progression to subsequent configuration steps, such as selecting recipients or composing the message, until a sender with a valid status is selected.
For a detailed explanation of Tier levels, Quality Rating values, and Status definitions, please refer to the corresponding documentation section: WhatsApp Sender Quality Rating & Status.

Recipients

Define the Recipients who will receive the broadcast or automation by uploading a CSV file, writing the contacts manually, or triggering participation through a keyword.

You can choose from five recipient options:

API Endpoint

Selecting the API Endpoint option will generate an Endpoint that the Workspace owner can integrate to their existing System to trigger the automation.

Once the automation has been created, when the automations is in Live Status, the Delivery Endpoint tab is available. The delivery endpoint helps you use our endpoint (method) to deliver the automation.

The Delivery Endpoint is available for the following automations:

Polls & Surveys
Chatbot

The platform provides the following endpoint, located in the Endpoint URL text field :

https://elastic.messangi.me/thetrident/v1/campaigns/<Campaign_ID>/trigger

The developer is required to call this endpoint in order to send the SMS text messages to the final users. For example, If the final user makes a recharge of $12 (USD), the system calls that endpoint mentioning “Hey! The receiver with the cell phone number 345654 made a recharge of $12 (USD)”. Therefore, when making the request to the API, it is responsible for sending the SMS text message with a link to the final user. The developer needs to copy the endpoint and the Payload Sample.

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

For each automation, a different Delivery endpoint is generated where 11129, shown in the sample card below, is the automation ID.

We offer you to test the automation when the final user makes the call by selecting Try Out now! located below the Payload.

When you select Try Out now!, the popup Try Out filling the blank fields form appears.

You can test the automation by providing the phone number of the final user in the receiver field (who will receive the notification). If you select Send Request, the message is sent immediately to the final user (receiver) and the platform will provide you the response to your request in the Try out response section.

Contacts in Platform

Selecting the Contacts in Platform option allows the broadcast or automation to be delivered to a specific set of recipients based on the Contact List.

This is the selected default option, where it will automatically detect the following from the Contact List:

Number of Contacts that have a valid Mobile Number.
Number of Contacts that have an empty Mobile Number Field.

In the example above, it has detected a total of 18 Contacts with Valid Mobile Numbers and 10 Contacts that have empty Mobile Number Fields.

When you select the Contacts in Platform option, you can select any filter or segment available in either dropdown, create a new one, or none.

Filter

Use Filters to segment Contacts based on set Rules placed on Contact List Fields.

None: When this method is used, it will offer the option to apply a Filter to the Delivery. By default, it will have None applied, implying that the SMS Broadcast will be delivered to all the Contacts that exist on the Platform.
Create a New Filter: Create a new Filter to Segment Contacts based on Rules. Use Filters to segment Contacts based on set Rules placed on Contact List Fields. If you want to create a new filter, a Dialog will open to start the Filter creation process.

For more information on creating a New Filter, go to the Filters section.

Segment

Use Segments to segment contacts by lists. That is, you can create a segmentation list that will contain contacts.

None: When this method is used, it will offer the option to apply a Segment to the Delivery. By default, it will have _None _Segments applied, implying that the broadcast or automation will be delivered to all the Contacts that exist in the selected option.
Create a New Segment: Create a new Contact Segmentation List based on Rules.

If you want to create a new segment, a Dialog will open to start the Segment creation process.

For more information on creating a New Segment, go to the Segments section.

Upload CSV List

Selecting the Upload CSV List option, allows the broadcast or automation to be delivered to a more tailored and specific set of Recipients contained in the list by uploading an existing CSV file.

Once selected the option, it will display a dialog with Terms of Service:

To continue uploading recipients, select Confirm. Otherwise, if you select Cancel, the users cannot be uploaded until the Terms of Service have been accepted.

Once you have selected Confirm, you will be able to add multiple users to the list by uploading an existing CSV file.

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Essential Conditions for Uploading a CSV File with Recipients

File Format and Structure

CSV Format: The file must be a comma-separated values (CSV) file. This ensures compatibility with the upload system which typically parses CSV formats.

Column Headers: Include clear, descriptive column headers at the top of the file. The headers are mobile, email, and name.

Avoid using duplicate column headers, regardless of their case, wheter lowercase or uppercase.

No fields should be left empty.

No extra or empty rows.

Avoid using duplicate column headers, regardless of their case, whether lowercase or uppercase.

Data Types and Content

Mobile Numbers:

Data Type: Numeric. Ensure there are no letters or symbols unless required (e.g., + in international codes).

Consistency: Use a consistent format, especially if including country codes. It helps in the validation process.

Email Addresses:

Valid Format: Must conform to standard email formats (e.g., [email protected]). This typically means no Workspaces, a single '@' symbol, and a domain.

Lowercase: To avoid case-sensitive issues, it might be advisable to ensure all emails are in lowercase.

Names:

Data Type: Textual. Names should be free from numbers or symbols unless culturally relevant.

Capitalization: Proper names should have appropriate capitalization for readability and professionalism.

Encoding & Size:

UTF-8 Encoding: Use UTF-8 to accommodate international characters. This prevents issues with non-ASCII characters like accents or other diacritics.

SMS (Upload Mobile Numbers by CSV)

If you selected SMS as Delivery Channel when the CSV file has been uploaded, you need to define the Column from the uploaded File that contains the Recipient’s Mobile Number.

In this example, the uploaded CSV file containing the Recipient information had mobile phone numbers under the Column labeled as ‘PhoneNumber’.

Once the file´s column that contains mobile phone numbers has been selected, it will automatically detect the following information for the recipients in the uploaded CSV file:

Number of users that have a valid Mobile Number (Green-Box).
Number of users that have an invalid Mobile Number (Red-Box).
Number of users that have an empty Mobile Number Field (Gray-Box).

In the example, in the uploaded CSV file, the platform detected 1 user with a valid Mobile Number, 2 users with an invalid Mobile Number, and no users with an empty Mobile Number field.

To correct any of the detected invalid Mobile Numbers, click on the red box, and a Dialog will appear to modify the detected invalid phone numbers:

Once the mobile numbers have been corrected, making formatting corrections to detect the mobile numbers, it will display a correct check mark next to the number Field as shown below :

If the format of the mobile phone provided is incorrect for more than 5 recipients, click on the Items per page located at the lower-right corner of the List.

To save the formatting changes, click on Save to continue back to the Recipients step. Immediately, a confirmation message will display at the bottom of the screen once the SMS Recipients have been updated. The confirmation message will disappear after a few seconds.

Email (Upload Email addresses by CSV)

If you selected Email as the broadcast, when the CSV file has been uploaded, you need to define the Column from the uploaded File that contains the Recipient’s Email.

Once the file´s column that contains emails has been selected, it will automatically detect the following information for the recipients in the uploaded CSV file:

Number of users that have a valid Email (Green-Box).
Number of users that have an invalid Email (Red-Box).
Number of users that have an empty Email Field (Gray-Box).

In the example, in the uploaded CSV file, the platform detected 1 user with a valid Email, 1 user with an invalid Email, and 1 user with an empty Email field.

To correct any of the detected invalid emails, click on the red box, and a Dialog will appear to modify the detected invalid emails:

Once the emails have been corrected, making formatting corrections to detect the emails, it will display a correct check mark next to the number Field as shown below:

If the format of the email provided is incorrect for more than 5 recipients, click on the Items per page located in the lower-right corner of the List.

To save the formatting changes, click on Save to continue back to the Recipients step. Immediately, a confirmation message will display at the bottom of the screen once the Email Recipients have been updated. The confirmation message will disappear after a few seconds.

Write down Contacts

Selecting the Write-down Contacts option will allow the broadcast or automation to be delivered by adding contacts through copying, typing, or pasting them on the text box.

Once the option is selected, it will display a dialog with Terms of Service:

To continue adding contacts manually, select Confirm . Otherwise, if you select Cancel, the Contacts cannot be uploaded until the Terms of Service have been accepted.

A text box will be presented to copy and paste the content of a CSV file with the information of the Contacts that you wish to add to the Contact List.

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ON ENTERING CONTACTS MANUALLY
You can enter up to a maximum of 5,000 lines, and no minimum. Make sure that you are following the CSV file format.

Once you have entered the contacts, select Load Contacts to load each contact with all his information.

If you selected SMS as broadcast, when the contacts have been uploaded, you need to define the Column from the uploaded File that contains the Recipient’s Mobile Number.

Once you have entered the contacts's information, it will automatically detect the following information:

Number of users that have a valid Mobile Number (Green-Box).
Number of users that have an invalid Mobile Number (Red-Box).
Number of users that have an empty Mobile Number Field (Gray-Box).

If you selected Email as broadcast, when the contacts have been uploaded, you need to define the Column from the uploaded File that contains the Recipient’s Email.

Keyword

Selecting the Keyword option allows you to define keywords to trigger participation.

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KEYWORD PARTICIPATION AVAILABILITY
This option is available when SMS or WhatsApp are the engagement broadcasts.

For SMS and WhatsApp, the Keyword option is available. In either case, the platform will provide a Keyword entry section, such as the one shown in the example of the following image.

For example, you want users to participate in your Chatbot to get discounts on their next flights. Therefore, you create the FLIGHT keyword with the message ‘Select the following link

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NOTE ON to Save up to 30% on your Next Flight!

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KEYWORDS CONFLICT
A keyword and its corresponding platform engagement entity are unique. For example, the 12345 shortcode is being used with the keyword "TRIAL". Creating a different broadcast or automation with the shortcode 12345 and the "TRIAL" keyword will create a conflict with the existing keyword.
You can have up to 30 keywords, and each keyword accepts up to 29 characters. To keep track of the number of keywords in use, at the bottom right corner of the Keywords section is a keyword counter.
For more information about keywords, go to the Keyword Automation section.

In case you don't want to enter a keyword, you have the option of using the 'Auto-Reply' feature for all "non-match" keywords. For example, if the user enters any keyword, the chatbot (depending on the automation type chosen) will send the Welcome Message (the first message the user will receive) configured in the Interactions section. That is, this feature can be defined as a pre-start of the automation in case the user enters any keyword.

In case the chosen automation is a Polls & Surveys, when the user enters any keyword, the automation will send the message configured in the Message section along with the short URL which contains the automation.

To use this feature, slide the toggle to the right, but first, you need to consider the following:

If another automation has activated the 'Auto-Reply' function with the same sender number, you won't be able to use this feature. To use it, you need to disable the 'Auto-Reply' from the automation that is already being used.

To find out what type of automation is already using the 'Auto-Reply' function, slide the toggle to the right, and a pop-up message will be displayed notifying you of the automation name and its ID.

If a sender number is already activated by the 'Auto-Reply Message' function, you won't be able to use the 'Auto-Reply' function. To use it, you need to disable the 'Auto-Reply Message' by editing the sender number from the Sender Number Configuration (Channel Management tab) located in the Preferences section.

To find out what sender number is already using the 'Auto-Reply Message' function, slide the toggle to the right and a pop-up message will be displayed notifying you of the sender number.