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Sending Broadcasts

A broadcast is a one-time send of an approved WhatsApp template to a list of recipients. Broadcasts are immediate -- messages go out as soon as you click Send.

Starting a Broadcast​

  1. Go to Marketing in the sidebar
  2. Select an approved template from the template list
  3. Click Send
  4. Add recipients, configure variables, and send

Adding Recipients​

You can add recipients in two ways: manual table entry or Excel upload.

Manual Table Entry​

  1. Click Add Row to add recipients one by one
  2. Fill in the columns for each recipient
  3. Add as many rows as needed (up to 200)

Excel Upload​

  1. Click Download Template to get the Excel file with the correct column format
  2. Fill in your recipient data in the spreadsheet
  3. Click Upload and select your file
  4. Review the imported rows before sending

Recipient Columns​

ColumnRequiredDescription
WhatsApp NumberYesThe recipient's phone number (with country code)
NameNoCustomer name
EmailNoEmail address
TagsNoComma-separated tags to assign
Agent InstructionsNoSpecial instructions the AI agent sees when talking to this customer
Custom AttributesNoAdditional key-value data (e.g., membership tier, preferred language)

What Happens to Customer Data​

When you send a broadcast, Orki automatically handles customer creation and data merging:

New Customers​

If a WhatsApp number doesn't match any existing customer, Orki creates a new customer with the data you provided (name, email, tags, attributes).

Existing Customers​

If a WhatsApp number matches an existing customer, Orki merges the data:

FieldMerge Behavior
NameOverwritten with the new value (if provided)
EmailOverwritten with the new value (if provided)
TagsUnioned -- existing tags are kept, new tags are added
Custom AttributesUpdated -- new attributes are added, existing ones are overwritten
Agent InstructionsOverwritten with the new value (if provided)
note

Merging is based on the WhatsApp number (waId). If you provide a number that already exists in your customer database, the existing customer record is updated -- not duplicated.

Agent Instructions vs Broadcast Context​

These are two different fields that serve different purposes:

Agent Instructions (Per-Customer)​

The Agent Instructions column in the recipients table sets permanent instructions on the customer profile. The AI agent sees these instructions in every future conversation with this customer.

Example: This customer is hearing-impaired. Always communicate in text, never suggest calling.

Broadcast Context (Per-Broadcast)​

The Broadcast Context field applies to this specific broadcast only. When a customer replies to this broadcast, the AI agent receives this context to understand what the customer is responding to.

Example: This customer received our Ramadan sale offer with 30% off all items. Help them with any questions about the sale, available products, or how to place an order.

Key difference: Agent Instructions persist on the customer profile forever. Broadcast Context is tied to this specific broadcast and helps the AI understand the conversation that follows.

Variable Mapping​

After adding recipients, you need to map your template variables ({{1}}, {{2}}, etc.) to actual values. There are three mapping types:

Fixed Value​

The same value is used for all recipients.

VariableMappingValue
{{1}}Fixed30%
{{2}}FixedMarch 31

Use case: Promotion percentage, deadline date, store name -- anything that doesn't change per recipient.

Attribute-Based​

The value is pulled from each recipient's data.

VariableMappingAttribute
{{1}}AttributeCustomer Name
{{2}}AttributeMembership Tier

Use case: Personalizing the message with the customer's name, email, or any custom attribute.

Conditional Rules​

The value changes based on a condition. If the condition matches, use one value; otherwise, use a fallback.

VariableConditionThenOtherwise
{{1}}Language = ArabicمرحباHello
{{2}}Tag contains "VIP"exclusive 40% off30% off

Use case: Sending different greetings or offers based on customer attributes without creating separate broadcasts.

Broadcast Limits​

Broadcasts are limited to 200 recipients per send. This is by design -- broadcasts are meant for quick, targeted sends.

For larger audiences, use Campaigns which support unlimited recipients, scheduling, and audience segmentation.

Best Practices​

Test before you send

Always send a broadcast to a small test group (2-3 people, including yourself) before sending to your full list. This lets you verify:

  • Template renders correctly with mapped variables
  • Media attachments (images, videos) display properly
  • Broadcast context makes sense for AI agent replies
  • Variable mappings produce the expected values
Need to reach more than 200 people?

Use Campaigns for larger audiences. Campaigns support segments, scheduling, A/B testing, and detailed analytics -- everything you need for large-scale marketing.

Quick Reference​

ActionHow To
Start a broadcastMarketing > Select template > Send
Add recipients manuallyClick Add Row in the recipients table
Upload recipientsDownload Template > Fill in > Upload
Set broadcast contextFill in the Broadcast Context field
Map variablesChoose Fixed, Attribute, or Conditional for each variable
Test firstSend to 2-3 test numbers before the full list

Next Steps​