Core Module
Broadcasts
Broadcasts rapidly deliver pre-recorded messages or IVR flows to large contact lists. Unlike agent-driven campaigns, broadcasts run unattended and can retry unreachable contacts automatically.
Module Workflow
- Open Broadcasts in the navigation menu.
- The main grid shows each broadcast name, source number, status, and recent stats.
- Click Create Broadcast (or edit) to configure basics, contact groups, schedules, and destinations.
Configuration Steps
- Broadcast Basics - Provide a clear name and the From number callers will see (DID or authorized caller ID).
- Contact & Schedule - Select contact groups, choose timezone, define weekdays, and set daily start/end times.
- Broadcast Configuration - Set max retry, concurrent call limit, and answered-call destination (queue, IVR, survey, live agent, voicemail, and so on).
- Save the broadcast. Searchable selects and timepickers help ensure valid values.
Operational Tips
- Respect Consent - Include only recipients who opted in to automated messaging.
- Throttle Wisely - Set Call Limit according to trunk capacity and staff availability.
- Retry Strategy - Use modest Max Retry values (typically 1-2) to balance reach and recipient experience.
- Destination Testing - Place test calls before launch to verify downstream module behavior.
- Timezone Awareness - Split broadcasts by region for international audiences.
- Monitoring & Reports - Use stats/report/websocket logs and pause or resume broadcasts when adjustments are needed.
Field Reference
| Section | Field | Required | Description |
|---|---|---|---|
| Broadcast Basics | Broadcast Name | Yes | Display label used in dashboards and reports. |
| Broadcast Basics | From Number | Yes | Caller ID used for broadcast calls; must be provisioned with carrier/trunk policies. |
| Contact & Schedule | Contact Groups | Yes | Recipient lists for dialing; supports multi-select. |
| Contact & Schedule | Timezone, Schedule Days, Start at, End at | Yes | Defines valid calling windows for recipients. |
| Broadcast Configuration | Max Retry | Yes | Redial attempts per contact. |
| Broadcast Configuration | Call Limit | Yes | Maximum concurrent calls to protect trunk capacity. |
| Broadcast Configuration | Destination Module, Destination | Yes | Answered-call routing target. Destination options load after module selection. |
Troubleshooting
- Destination List Empty: Select destination module first; check browser console/network if AJAX is blocked.
- Calls Not Starting: Confirm current day/time is inside schedule and broadcast has not already completed.
- From Number Rejected: Verify caller ID is valid and authorized on selected carrier/trunks.
- Exceeded Limits: Increase Call Limit gradually or split traffic across multiple broadcasts.
- Coordinate high-volume runs with compliance and marketing teams before launch.
Practical Example
Scenario: Send a school-closing alert to two parent contact groups and transfer responders to a recorded hotline.
- Name: "Snow Day Alert"
- From Number: school main DID
- Contact Groups: Parents Elementary, Parents Secondary
- Timezone: America/New_York
- Schedule: Mon-Fri, Start 06:30, End 07:30
- Max Retry: 1
- Call Limit: 150
- Destination Module: announcement (hotline recording)
Maintenance & Automation
Routine Checks
- Purge or update broadcasts using expired contact groups before each outreach season.
- Maintain approval tracking that links each broadcast to marketing/legal sign-off dates.
- Verify From numbers quarterly to ensure they remain allocated and compliant.
Automation Ideas
- Send stakeholders a 24-hour pre-launch summary email for upcoming broadcasts.
- Ingest nightly broadcast stats into BI pipelines for answer and opt-out analysis.
- Automate opt-out syncing from webhooks into contact groups without manual updates.
Related Platform Pages
Connect this module to product and solution context for planning and implementation.