Sending Broadcast Messages to Website and Mobile App Visitors

Sending Broadcast Messages to Website and Mobile App Visitors

Website and Mobile App Broadcasts

Website and mobile app broadcasts in Zoho SalesIQ let you send a single message to multiple leads and contacts simultaneously. You can define your target audience, choose when and how often the message is sent, and decide how replies are handled, and set up automated schedules to reach visitors at the right time. This helps you proactively engage visitors, share relevant updates, and encourage them to take action.
Broadcast messages appear in the chat window or as pop-ups on your website and mobile apps, helping you proactively engage your audience. 



Info
Permissions: Access to website and mobile app broadcasts depends on the user's role:
  1. Admin: Can create, view, and manage broadcasts, including editing, pausing, resuming, and deleting them. 
  2. Supervisor: Can view existing broadcasts but cannot create or manage them. 
  3. Associate: Does not have access to the Broadcast feature.

Benefits:

Website and mobile app broadcasts help you proactively engage visitors and deliver relevant messages based on their activity.
  1. Engage visitors at the right time: Display relevant messages when visitors land on your website, access specific pages, or perform an action. 
  2. Reconnect with visitors: Reach returning visitors with timely messages based on their previous interactions or current activity. 
  3. Drive meaningful action: Encourage visitors to complete a purchase, explore a feature, register for an event, or connect with your team through targeted messages.

How to Create a Broadcast

To create a website and mobile app broadcast:
  1. Navigate to Outbound > Broadcast in Zoho SalesIQ. 
  2. Click Create.
  1. In the create a broadcast window, select Website and mobile apps. 
  2. Click Next.

The broadcast creation form contains five sections: Details, Message configuration, Targeted platform & audience, Frequency, and Routing rules. Configure each section to set up your broadcast.

I. Details

The Details section contains the basic information for your broadcast.

  • Broadcast title: Enter a title for your broadcast. This is an internal name that helps you identify the broadcast in SalesIQ.

  • Brand: Select the SalesIQ brand associated with the broadcast.

  • Department: Select the department responsible for the broadcast. You must select a brand before choosing a department.

II. Message Configuration

The Message configuration section lets you customize the broadcast message, choose how it appears to recipients, and select the sender information.

Create or select a template  

  1. Click Choose or create template to open the Message Template Gallery.

  1. You can select an existing saved template or choose a default template from the gallery.
  2. The gallery includes different template types, such as quick replies, images, videos, buttons, single choice, multi choice, ratings, display carousels, and links.
  3. Alternatively, you can also create a template from scratch with the message content you want to use by clicking on the (+) icon.

Display Mode  

Choose how the broadcast message appears to recipients.

  • In chat window: Displays the broadcast message in the SalesIQ chat window.

  • As a popup: Displays the broadcast message in a pop-up window on the website.

Message Sender

Choose the sender information displayed with the broadcast message.
  1. Brand: Displays the brand as the message sender.
  2. Operator: Displays a selected operator as the message sender.

III. Targeted Platform & Audience  

This section lets you choose where the broadcast appears and define who receives it.

Show message on 

Select the platforms where you want to display the broadcast message.
  1. Website: Displays the broadcast to visitors accessing your website.
  2. Android: Displays the broadcast to users of your Android mobile app.
  3. iOS: Displays the broadcast to users of your iOS mobile app.

Audience selection

Select the recipients for the broadcast:
  1. Leads: Visitors identified as Leads in SalesIQ
  2. Contacts: Known visitors saved as Contacts in SalesIQ or synced from your CRM.
  3. API endpoint: A custom audience defined programmatically by passing visitor identifiers through the SalesIQ REST API. Use this option for advanced segmentation beyond the built-in audience types.

Rules  

Use rules to narrow down your audience based on specific conditions. For example, you can target visitors by operating system, country/region, number of visits, city, or state.
To configure audience rules:
  1. Select a condition from the available options.
  2. Choose an operator.
  3. Enter or select the required value.
  4. Click + Add Rule to add another condition, if required.
  5. Choose AND or OR to specify how the rules should be combined.

Include New Matches  

When this checkbox is enabled (default), visitors who start matching the audience rules after the broadcast is published will also receive the message. Disable it to restrict the broadcast only to audience who matched the criteria at the time of publishing.
 

Limit total messages per recipient  

This option is available when you select API endpoint as the audience. It lets you limit the total number of broadcast messages a recipient can receive within a specified period.
  1. Enter the maximum number of messages a recipient can receive.
  2. Select the time period in days, weeks, or months.
This helps control how frequently a recipient receives broadcast messages when using a custom audience through the API endpoint.

IV. Frequency

In this section, you can set up how often a visitor receives the broadcast when they match the audience criteria.

Message frequency

Choose one of the following options:
  1. Send once (first time they match): Send the broadcast only the first time a visitor matches the audience criteria. They won't receive it again on subsequent visits. This is the default option.
  1. Under Send, choose when the broadcast can be sent:
    1. Any day, any time: Send the broadcast at any time, on any day.
    2. During business hours: Send the broadcast only during your configured business hours.
    3. Outside business hours: Send the broadcast only outside your configured business hours.
    4. Custom hours: Specify the days and time range during which the broadcast can be sent.
    1. Show Message When: When you select Send once or Send every time they match, you can specify the event that triggers the broadcast. Choose when to display the message:
      1. Lands on my website: Display the message when a visitor lands on your website.
      2. Accesses any page on my website: Display the message when a visitor accesses any page on your website.
      3. Performs the custom action: Display the message when a visitor performs a custom action configured on your website.
      4. Leaves my website: Display the message when a visitor is about to leave your website.
    1. Show Message After: Set an interval delay between the trigger event and when the broadcast message appears. Specify the duration in hours, minutes, or seconds.

  1. Send every time they match: Send the broadcast every time a visitor matches the audience criteria. You can configure the following options to control how frequently and when the broadcast is sent:
    1. Limit to once every: Set how frequently the visitor can receive the broadcast. Choose Days or Weeks, and specify the interval. For example, you can limit the broadcast to once every 1 day or once every 2 weeks.
    2. Keep sending it until: Choose when to stop sending the broadcast to the visitor:
      1. The broadcast schedule ends: Continue sending the broadcast until the configured broadcast end date.
      2. A set number of messages are sent: Continue sending the broadcast until the specified number of messages have been sent.
    3. Send: Choose when the broadcast can be sent:
      1. Any day, any time: Send the broadcast at any time, on any day.
      2. During business hours: Send the broadcast during business hours.
      3. Outside business hours: Send the broadcast outside business hours.
      4. Custom hours: Specify the days and time range during which the broadcast can be sent.
  1. Send on a schedule: Send the broadcast at a recurring interval, such as daily, weekly, monthly, or yearly. Configure the interval, select the required days (if applicable), and specify the time and time zone for delivery.

Broadcast schedule  

The Broadcast schedule section determines when the broadcast starts and ends. You can configure the start and end settings based on how long you want the broadcast to run.
  1. Start
    1. Immediately: Start the broadcast as soon as it is activated. If you select Immediately, the broadcast goes live when you click Save. Make sure your message content and audience criteria are finalized before saving.
    2. Custom date: Set a specific date to start the broadcast.
  2. End
    1. No end date: Keep the broadcast running without a predefined end date.
    2. Custom date: Set a specific date to stop the broadcast.

V. Reply Routing  

Choose how replies to your broadcast should be routed.
  1. Route to bot: Select a bot to handle incoming replies.
  2. Route to operators: Select an operator to handle incoming replies.
Notes
Note: If the configured bot or routing rule is unavailable, chats are routed to all available operators.

Managing Broadcasts

You can view and manage your existing broadcasts from Outbound > Broadcast.

Viewing all broadcasts

The broadcast listing displays the following details:
  1. Title: The name of the broadcast.
  2. Channel: The channel configured for the broadcast.
  3. Status: The current status of the broadcast, such as Live, Scheduled, or Completed.
  4. Initiated: The number of messages initiated for the broadcast.
  5. Delivered: The number of messages delivered.
  6. Next schedule: The next scheduled delivery time, if applicable.
  7. Last updated: The user who last updated the broadcast and the date of the update.   

Pausing and resuming a broadcast  

You can temporarily pause a broadcast and resume it whenever required.
  1. Navigate to Outbound > Broadcast.
  2. Locate the broadcast you want to pause.
  3. Turn off the toggle next to the broadcast to pause it.
  4. To resume the broadcast, turn the toggle on again.

Editing a broadcast  

You can edit an existing broadcast to update its configuration.
  1. Navigate to Outbound > Broadcast.
  2. Open the broadcast you want to edit.
  3. The broadcast details page displays an Overview of the broadcast performance, along with its message configuration and targeted platform and audience details.
  4. The Overview section displays the following metrics:
    1. Initiated: The number of messages initiated for the broadcast.
    2. Sent: The number of messages sent.
    3. Delivered: The number of messages successfully delivered.
    4. Seen: The number of delivered messages viewed by recipients.
    5. Replied: The number of recipients who replied to the broadcast.
    6. Failed: The number of messages that could not be delivered.
  5. The message preview on the right shows how the broadcast message appears to visitors.
  6. The left side displays the configuration details of the broadcast, including the options and settings selected when the broadcast was created.
  7. To make changes, click Edit.
  8. Update the required configuration and click Save to apply the changes. 

Deleting a broadcast  

If you no longer need a broadcast, you can delete it.
  1. Navigate to Outbound > Broadcast.
  2. Locate the broadcast you want to delete.
  3. Click the Delete icon.
  4. Confirm the deletion when prompted.