Messenger Broadcast Guide-SaleSmartly-Help Center-SaleSmartly User Guide

I. Messenger Broadcast Overview

The Messenger Broadcast feature, located under Marketing > Broadcasts, allows you to create broadcast campaigns for the Messenger (Facebook) channel. You can send different types of messages in bulk to qualified contacts and view delivery performance after the messages are sent.

Messenger Broadcast supports the following five message types:Standard message、Conversation Flow、Subscription template、Marketing messages、Notification Template

II. Message Types

Go to Marketing > Broadcast, click Create Plan, and select Messenger as the message channel. On the plan creation page, you can choose from the following message types:Standard message、Conversation Flow、Subscription template、Marketing messages、Notification Template

1. Standard Message

A Standard Message can be sent to contacts who have replied to your Page within the last 7 days.If a contact's last reply was more than 24 hours ago, it is recommended to use a Utility Message instead to reduce the risk of Page restrictions imposed by Meta.

With Standard Messages, you can send:Text、Images、Attachments、Videos、Audio、Phrase Libary

You can also insert system variables（ Name, Phone Number） and Fallback Text( If a contact does not have a value for the selected variable, the system will display the predefined fallback text instead).

2.Conversation Flow

A Conversation Flow allows you to send automated workflow messages to contacts who have replied to your Page within the last 7 days. If a contact's last reply was more than 24 hours ago, we recommend using a Notification Template instead to reduce the risk of your Facebook Page being restricted by Meta.

To send a Conversation Flow, go to Marketing > Broadcast, click Create a Plan, select Messenger as the message channel, choose Conversation Flow as the message type, and then select the automation process you want to send.

3. Template Messages

Messenger Template Messages include the following three types:Subscription template、Marketing messages、Notification Template

3.1 Subscription template

A Subscription template can only be sent to contacts who have replied to your Facebook Page within the last 24 hours. Messages sent to contacts whose last reply was more than 24 hours ago will fail.

Note: Before sending Marketing messages to customers who have previously interacted with your business, you must first send a Subscription template via Messenger to obtain the customer's consent. You can send Marketing messages only after the customer has opted in.

Workflow:Send a Subscription template → Customer opts in → Send Marketing messages
↳ Customer does not opt in → Marketing messages cannot be sent

Once a customer subscribes to a specific topic, you can only send Marketing messages related to that topic. For example, if a customer subscribes to Product Updates, you may only send Marketing messages about product updates.

To send Marketing messages to existing Page users, you must first obtain the user's consent by sending a Subscription template via Messenger. Once the user subscribes, you can send Marketing messages related to the subscribed topic.

Users can only receive Marketing messages that match the topic they subscribed to. For example, if a user subscribes to Product Updates, you can only send Marketing messages related to product updates.

(1) Create a Subscription template

Go to Marketing > Message Templates, select Messenger Template, and click Create Template.

Select Subscription template as the template type.Complete the following information:Template Name、Template Title、Image、the Button of Subscription Topic. The Template Name will be used as the default subscription topic. When users receive the Subscription template, they will be able to view the topic before choosing whether to subscribe.

(2) Send a Subscription template to Obtain User Consent

Go to Marketing > Broadcast, click create a plan, and select Subscription template as the message type.

Then,select the Public Page, the corresponding Subscription template, and the target users under the selected Page, then click save to send the message. Once the message is sent successfully, the user's subscription status will be displayed in Broadcast Insights.

Note: Subscription templates must be sent within the 24-hour messaging window to obtain the user's consent.

3.2 Marketing messages

Marketing messages allow businesses to increase customer retention, drive engagement, and boost sales by sending personalized updates and promotional content through Messenger.

Meta has introduced Messenger Marketing Messages, a paid messaging solution that enables businesses to proactively start conversations with customers who have shown interest in their business. This helps re-engage existing customers, improve customer retention, and increase conversions.

Note: Before sending Marketing messages to customers who have previously interacted with your Facebook Page, you must first obtain their consent by sending a Subscription template.

Key Features

Re-engage customers beyond the 24-hour messaging window.
Send Marketing messages to both Page followers and new audiences.
Pay only for successfully delivered messages.
Track campaign performance through the Meta Ads platform.

(1) Connect Your Facebook Page and Ad Account

Messenger Marketing Messages are billed through the ad account associated with your Facebook Page. You can view the cost details of each Marketing message campaign in Meta Ads Manager.

1. Click "Integration" - "Messenger" - “Meta Business Manager Authorization”-"Connect"

2. Select the public homepage that you need to bind to your business assets.

3. If you have an advertising account, please add it as well.

4. Please fill in the form according to the actual situation of your business.

5. Select all boxes and click OK to successfully bind the device.

(2) Prepare the Audience for Marketing Messages

Send Marketing messages to Facebook users who have not previously chatted with your Page: If you have obtained a customer's phone number or email address, but they have never interacted with your business on Messenger, you can send Marketing messages by creating a Custom Audience. Meta will automatically match the provided phone numbers or email addresses with Facebook users and deliver the messages accordingly.

1. Select Customer Data Import Custom Audience in SaleSmartly

In the customer list, select target customer data with email addresses or mobile phone numbers (customers from different channels can be uploaded). Click "Create a Custom Audience" in batch operations. In the audience creation pop-up window, select "Marketing Message Audience," then select the ad account, homepage (from business asset authorization), audience package name, and audience description. After adding, click "Create." Once the submission is complete, a notification will appear in the task center indicating that the submission is finished.

Note:

When creating a custom audience on Facebook, it is essential to select "Marketing Messages audience" as the audience type for optimal targeting results.

2.Import External Data to Create a Custom Audience

In the Customer List, click Custom Audience, then select New audience > Import External Data.Download the template and import customer data that includes email addresses or phone numbers. Then configure the following information:Audience Type: Marketing Message Audience、Ad Account、Facebook Page (authorized through Meta Business Manager)、Audience Name、Audience Description.After completing the configuration, click Create. Once the audience upload is complete, a completion notification will be displayed in the Task Center.

(3) Create and Send Marketing Messages

Sending marketing messages follows the same process as launching Meta ads: you first need to create a marketing message campaign, and then select the campaign, the marketing message template, and the target audience when sending the message!

The marketing message advertising system will be synchronized to the Meta advertising platform for subsequent data tracking and viewing!

1.Creating Marketing Message Ad Campaigns

Go to Marketing > Broadcast to open the Messenger broadcast plan creation page. Select Marketing messages as the message type, then click Select Campaign. If this is your first Marketing message campaign, click Save to create a new campaign.

Once you have filled in the information in the campaign creation pop-up, you can create the campaign. After creation, according to the Meta Ads review mechanism, you will generally have to wait 30 minutes before you can use it.

2 Creating Marketing Message Templates

Go to Marketing > Message Templates > Messenger Template, click Create Template, and select Marketing messages as the template type.You must associate the template with a Subscription template. Once linked, the template can be used to send Marketing messages to users who have subscribed to your Facebook Page.Then, complete the template by entering the Template Name, Template Title, and Marketing Message Content. The message content supports images, text, and buttons.

3.Sending Marketing Messages

After selecting the ad campaign and marketing message template in the bulk messaging plan, you can choose different audiences to send messages to. After submitting the audience selection, Meta will push messages according to the marketing message advertising mechanism.

Select Customer List Data: This will select subscribed users from the homepage of the corresponding campaign. Unsubscribed users cannot be sent messages.
Select Custom Audience: This will select the custom audience that has been reported by the ad account in the corresponding campaign. Due to Meta's official privacy restrictions, the specific user details of the mass messaging data for this audience cannot be viewed.

(4).View marketing message data

Go to Reports > Ad Analytics, then click Facebook Ads to view data on your marketing message ad campaigns. The data is shown below (it can also be viewed through the Meta Ads platform).

Messages Sent: The number of messages that the merchant has sent to users and successfully delivered. Some messages may not be delivered, for example, if the user's device is unavailable. This metric does not include messages delivered to Europe and Japan.
Read rate: Number of read messages divided by the number of delivered messages. The system may not capture the read status of some messages, such as when the customer has read receipts disabled. This metric does not include messages sent to Europe and Japan.
Link Clicks: The number of times users click or tap within a marketing message, directing them to the advertiser's specified meta-based on-site or off-site target locations. This metric excludes messages sent to Europe, Argentina, Turkey, South Korea, and Japan.
Message link click-through rate: The percentage of messages delivered that received a link click out of the total number of messages delivered. This metric excludes messages sent to Europe, Argentina, Turkey, South Korea, and Japan.
CPC: Average cost per message link click. This metric excludes messages sent to Europe, Argentina, Turkey, South Korea, and Japan.
CPD: Average cost per delivered message
Spending Amount: The total amount spent on a messaging campaign, message group, or message throughout the entire campaign period.

Note: Once a marketing message campaign has been successfully created, the corresponding message ads will not immediately trigger message delivery or incur charges, in accordance with Meta Ads Platform’s official policies.

3.3 Notification Template

A Notification Template can be sent to contacts regardless of when they last replied. For contacts whose last reply was more than 24 hours ago, using a Notification Template is recommended to improve message delivery and reduce the risk of your Facebook Page being restricted by Meta.

A notification message is a newly launched message type by Meta. You can create templates to send messages to your customers, including order or account status updates, appointment or event reminders. They can be personalized with a customer’s name, locale, appointment or event date, and more.

Precautions for using Utility Messages:

After creating the template, you must wait for Meta's review, and only after approval can messages be sent to users.
Facebook public pages do not require linking to a merchant account to send utility messages.
Utility messages must not contain marketing materials. Learn more in our Marketing Messages documentation

(1) Integrate Facebook

Before creating templates and sending group messages using Messenger Utility Messages, it is necessary to integrate the corresponding Facebook account.
For specific integration operations, please refer to the corresponding Facebook integration tutorial.

(2)Create a Notification Message template and submit it for review

（1）In the Marketing module, click to enter the Message Templates, select the Messenger Templates, and click Create Template.

（2）Create a template: Select Notification class template as the Template Type.

Complete the template information: Enter the Template Name, select the Template Language, and choose the Request Account.

Fill in the template content: Enter the message you want to send into the input box.

The content can have Insert Parameter, making it easier to use templates for mass sending, filling in according to different content.
A Button can be added at the end, which can make it easier for visitors to open the link and learn more about the relevant content.

（3）Submit for review: After creating the message template, click Save to submit it for review. Once submitted, your template will be reviewed by Meta.

The template status can be In Review, Submission Failed, Active, or Invalid.

Active: If your template complies with Meta's policies, it will most likely be approved and become Active. You can then use the template to send messages to customers.
Invalid: If your template does not comply with Meta's policies, it may be rejected and marked as Invalid. You can modify the template based on the review result and submit it again.
In Review: The template has been submitted to Meta and is currently under review. Please wait for the review result.
Submission Failed: The template could not be submitted to Meta. Please check the template content or related settings, then submit it again.

（4）Template Management: Utility Messages only support copying ,viewing or deleting, and do not support editing .

(3)Create and send Utility Messages

（1）In the Marketing module, click to enter Broadcasts, click on Create Plan ,select the Messenger template.

（2）Fill in the content of the sending plan, select the message type "Notification Template."

Select the Message receiving object > If the business account associated with the selected audience has an Active template, click Select Template > Choose a template and complete the message content based on the selected template > Click Save to complete the mass messaging plan.

（3）After creating the mass sending plan, you can check the corresponding sending status in the plan list【Insight】.