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The WhatsApp Business app on your phone has its own Business broadcasts (in the app: Tools → Business broadcasts). You can use them to send one message, like a new offer or a festival greeting, to many customers at once. WhatsApp may charge for broadcasts; you pay WhatsApp directly in the app. The inbox can’t send broadcasts itself. You send them from the phone, and your team answers the replies in the inbox.

Use broadcasts with care

  • Only send to customers who know your business and would expect to hear from you.
  • Send them sparingly. Many customers blocking or reporting your number can get it limited or banned.
  • Use only WhatsApp’s own broadcasts, never another bulk-sending tool. See Safe use of WhatsApp.

📣 Broadcasts in the inbox

A broadcast you send from the phone shows in each customer’s chat as 📣 Broadcast, with its message. For a photo or video, you see its caption. A broadcast is not a reply from your team, so:
  • it doesn’t move chats to the top of the list,
  • a customer who was waiting for an answer is still waiting,
  • a broadcast to someone who has never written to you starts a closed chat with no owner, so it doesn’t fill anyone’s list.

When customers reply

A reply to a broadcast comes in like any other message. The chat opens for the person who gets new chats and shows as unread, and your team answers as usual, with notes, quick replies and everything else.