Create WhatsApp broadcasts from CRM

Broadcasts and automations are different

Open Automations under AI & Automation and select Broadcasts to review WhatsApp template campaigns created from CRM. A broadcast is a recipient campaign that you start; an automation reacts to a future event such as an abandoned cart, appointment timing, or a matching comment.

The Broadcasts view shows campaign name, template, status, recipient count, delivery totals, and creation date. It is a history and monitoring surface. Use Create a broadcast in CRM to start a new campaign.

Requirements

Before creating a broadcast, confirm that:

• the workspace has a connected WhatsApp sender;
• the sender has an approved WhatsApp template available;
• the selected CRM contacts have a phone number that can receive WhatsApp messages; and
• every recipient has current marketing consent.

The eligibility review can identify a missing phone number, a contact that is not a WhatsApp contact, missing consent, or consent that was revoked. A contact who is not eligible cannot be treated as a valid recipient simply because it was selected in CRM.

Create the campaign

The CRM campaign flow is organized around three decisions:

1. Campaign and template — give the broadcast a name, choose the connected WhatsApp sender, and select an approved template. Only approved templates for that sender are offered.
2. Recipients — search CRM contacts, review their eligibility, select eligible contacts, and record consent only through the consent action your workflow permits.
3. Final review and launch — confirm the sender, template, language, category, and number of eligible recipients before launching.

The final check runs again while recipients are added and the broadcast is launched. If a contact’s phone, template eligibility, or consent changed, that contact can be suppressed instead of receiving the message.

Broadcast statuses and delivery

The Broadcasts history can show:

Status	Meaning
Draft	The campaign exists but has not been queued for delivery.
Queued	The campaign is waiting to be processed.
Sending	Delivery is in progress.
Completed	Processing finished; inspect the delivery counts for the result.
Failed	The campaign could not complete as expected.
Cancelled	The campaign was stopped before completion.

Delivery totals distinguish sent recipients from failed or suppressed recipients. Keep the broadcast record when investigating a result instead of assuming that the selected count equals the delivered count.

Consent and responsible use

Marketing broadcasts require a valid opt-in and must honor opt-out requests and applicable WhatsApp and local requirements. Send relevant messages to people who expect them, keep the content consistent with the approved template, and do not use a broadcast to bypass a conversation handoff or a customer’s request to stop.

WhatsApp provider charges and messaging limits are separate from the Interlinked subscription. The exact template availability, sender eligibility, and delivery outcome can depend on the connected provider account.

For normal event-based follow-ups, read Automations overview. For channel setup, read Connect WhatsApp Business.