Help center Core configuration Broadcasts Create and schedule customer broadcasts Updated Wednesday, October 28, 2026 · Marc Staine Broadcasts send a prepared one-time message to eligible customer Contacts. Review the audience logic, sending capacity and message before Publish commits the send or schedule. Draft estimates and published recipient lists are different controls. Applies to: Supportbench Core. Location: Settings → Broadcasts → Broadcasts. Access and available controls depend on your role and account capabilities. Before you begin You need Broadcast view access and, to compose or publish, Broadcast edit permission and section write access.Check the active sender identities, role-visible Communities and the maintained customer segments. Broadcast audience selection is separate from ordinary case-list Division scope.Plan audience review and communications ownership before Publish. Send Test uses the current agent profile email; use a controlled account for experiments that would actually send to customer recipients. Configure and verify Open Settings → Broadcasts → Broadcasts → New Broadcast. Enter Internal name, Subject, From, Community and complete content. Save Draft while preparing.Review All contacts and select deliberate filters. Refresh Estimate; compare the count, Monthly remaining, SMTP mode and preflight with the intended audience.Preview the message and use Send Test to your current agent profile email. Check the received content and destination access. Complete any named-recipient review through the authorized customer-data process before publication.Review Send on and Timezone. Blank means immediate processing after Publish; a future value schedules a start. Obtain the required operational communications review.Choose Publish and confirm only when the irreversible audience/content decision is ready. Reopen the record to verify its state.After publication inspect/search/export Recipients and review Analytics as events become available. Published content is read-only; a future scheduled send can be cancelled only before recipient sending starts. Settings reference Message and scheduleSettingWhat it controlsHow to chooseInternal name / SubjectAdministrative title and customer email subject, each up to 100 characters. Both are required.Use an identifiable internal purpose/date and a specific customer-facing subject.FromRequired active sender identity; an available default can be preselected.Confirm the intended sender and monitored reply handling. A preselection is not an approval.CommunityRequired portal context; a visible Community can be preselected.Choose the intended portal. This does not independently restrict recipients to people using that portal.Send on / TimezoneBlank Send on begins processing after Publish. A future local value schedules the processing start in the selected Timezone; past values are invalid.Read the selected timezone, which starts from available user/account context or UTC. A processing start is not a guaranteed inbox-arrival time.Track opensStarts checked on new drafts and enables supported remote-image open tracking.Choose deliberately. Image blocking or automatic loading affects the result; an open does not prove human reading or understanding.Content / PreviewRequired formatted message and its preview.Replace template examples and verify links, dates, supported variables and mobile readability before publication.Send TestSends the draft test to the current agent profile email.Confirm your valid profile email and inspect the received message. This is not an arbitrary test-audience selector.Save Draft / PublishSave Draft stores an unpublished editable draft. Publish recomputes audience/quota, snapshots recipient identities and commits immediate or scheduled processing.Read the irreversible publication confirmation. Published records are read-only; use Duplicate as draft for a revised message. Audience and analyticsWhen All contacts is off, selections within a filter are alternatives, and the matches from the Company/Contact role/tag filter groups are unioned and deduplicated. Selecting Company tag A and Contact role B means A or B, not people who satisfy both.SettingWhat it controlsHow to chooseAll contactsStarts checked. Selects eligible active, non-deleted Contacts with valid email, excluding broadcast opt-outs; role/tag filters are ignored or cleared.Turn it off for a filtered audience. It is not limited by the case view or queue currently open.Company roles / Company tagsAdds eligible Contacts from matching active Companies when All contacts is off.Use maintained segments. Other selected filter groups add their matches rather than narrow this group.Contact roles / Contact tagsAdds eligible Contacts matching the selected Contact roles/tags.If the business requirement is an intersection, prepare a verified segment representing it rather than combining independent groups.Refresh Estimate / Monthly remaining / SMTP modeShows current eligible-recipient count, capacity and sending preflight. Shared SMTP allows 2,500 recipients per month; custom SMTP allows 25,000 per broadcast in current Core.This is a count, not a named-recipient preview. Refresh after edits and read the final Publish preflight; an estimate does not reserve capacity.Recipient search / ExportSearches and exports the fixed recipient snapshot after publication.Before publication use the estimate and your authorized customer-data review. Do not Publish merely to obtain a harmless recipient preview.Status filter / AnalyticsFinds Draft, Scheduled, Sending, Sent or Cancelled records. Analytics shows sent, opened, clicked and unsubscribed totals.Sent means messages were admitted to the email queue, not delivered to every inbox. This screen has no bounce-rate or engagement-score metric.Cancel / Duplicate as draftCancel is available for a future scheduled send only before recipient sending begins. Duplicate creates a new editable draft.Cancellation and deletion cannot recall queued/delivered messages. Recheck all content and audience choices before publishing a duplicate. Behavior to knowNew drafts start with All contacts and Track opens checked. Review both deliberately.Publication freezes recipient identities. Later tag changes do not add new Contacts to that snapshot. Broadcast opt-outs are checked again while sending.Due broadcasts are checked on a roughly two-minute service cadence and processed in batches through the email queue. Sent confirms queue admission, not inbox delivery.Published records cannot be edited. Cancel is not a recall, and deleting a record cannot retract email already queued or delivered. Recommended use Keep the audience as narrow as the communication requires and verify the union behavior of selected filters.Write confirmed impact, explicit timing, one clear customer action and a monitored support route.Interpret tracking as a signal and verify the actual customer outcome separately. Worked example Prepare a maintenance notice with confirmed impact, explicit date/timezone and customer action.Use a verified audience segment and turn off All contacts. Avoid unintended unions across Company and Contact filters.Refresh Estimate, preview and Send Test. Confirm message access and the intended recipient scope before publication.Publish for the intended future start, then inspect the saved state and Recipients snapshot.After processing, review sending evidence and verify the customer action separately from open/click counts. Troubleshooting ProblemWhat to checkThe estimate is too large.Check All contacts, unioned filter groups and broad/inaccurate customer roles or tags. Correct the draft before publication.The estimate is zero.Check active Contacts/Companies, valid addresses, selected filters and broadcast opt-outs; do not remove suppression solely to force a send.Recipients is unavailable in a draft.The named list is available after publication. Refresh Estimate is only count/preflight; publication commits the send or schedule.Publish fails after a valid estimate.Audience and capacity can change. Read the current preflight and investigate an ambiguous result by reopening before retrying.A published broadcast needs correction.Published records are read-only. Cancel a future scheduled send if still eligible, then duplicate as a new draft. This cannot recall messages already queued.Sent but an email is missing.Sent means queue admission. Ask the email owner to inspect delivery evidence and the destination address; do not create a duplicate broadcast without checking the outcome. Related configuration Broadcasts → Configure reusable broadcast templatesBroadcasts → Review broadcast and survey unsubscribe recordsEmail configuration → Configure reply addresses and signaturesSelf-Service → Configure a customer portalFor additional setup and usage context, see these related guides:Plan, test and send customer broadcasts with the right audience Was this article helpful? Yes No Thank you for your feedback.