Broadcast

A Broadcast is a message to many customers at once — a menu announcement, an opening-hours change, a weekend push. You do not build or maintain mailing lists: the customer base is already segmented and filterable, so “everyone who has gone quiet in the last month” is a set of dropdowns rather than a spreadsheet export.

Where to find it

Dashboard → Marketing → Broadcast (/configuration/marketing-campaign/list) — Admin, Co-Admin

Sending one

1. Create the broadcast and pick the channel — SMS, Email or Push. Match the message to the medium: push is one line and a tap, SMS is short and costs per message, email carries images and detail.

2. Filter the audience. Available filters include customer status, membership status, customer segments, total orders, days since last order, total spend, average order value, registration period, wallet balance, reward points, churn risk, and outlets.

3. Write the message, using the available placeholders for the customer’s name and details.

4. Send now or schedule. A broadcast moves through draft → scheduled → processing → sent; you can pause or cancel one that has not finished.

Large sends are processed in batches, so a broadcast to a big audience will show as processing for a while before it completes. That is expected — leave it running.

The nine segments

Segments are computed from real ordering behaviour and stay current on their own. Five describe behaviour:

Segment	Who is in it
VIP	Your very best customers overall
High spender	High total spend
High AOV	High average order value
Repeat	Orders again and again
At risk	A good customer whose ordering is tailing off

Four describe lifecycle stage: New, Active, Most active and Lapsed.

The thresholds behind them are yours to set, under Dashboard → Settings → Configuration → Global (/settings/settings/global-settings) — including the recency, frequency and monetary bands used to score customers.

Segment first, write second

The same message performs completely differently by audience. A discount sent to Active customers buys orders you were already getting. Reserve margin-cutting offers for At risk and Lapsed, and give your best segments recognition instead — early access, not money off.

A starter playbook

Send	Segment	Channel	Message
Weekend special	Active	Push	One line, the dish front and centre
Win-back	Lapsed	SMS or email	A reason to come back — better still, run it as an Marketing Autopilot campaign so it never stops
Pre-churn nudge	At risk	Push	Something new, not a discount — they have not left yet
Second-order push	New	Push	Within days of the first order, while you are still memorable
VIP early access	VIP	Email	A preview before everyone else; costs nothing, signals status

Consent and message fatigue

Two protections apply to every broadcast automatically:

• Per-channel consent. Customers choose which channels may market to them. A customer opted out of marketing SMS is not sent the SMS, and you never have to filter for it yourself.
• A per-customer cooldown between campaigns, so overlapping broadcasts cannot hit the same person again and again. This protects your sender reputation as much as the customer’s patience.

For anything with an offer attached, prefer a voucher campaign — a broadcast informs, a voucher converts a named individual and can be measured all the way to redemption.

Measuring results

• Marketing Campaign Reports — /reports/marketing-campaigns: delivery and engagement per campaign.
• Segmentation Analytics — /reports/segmentation-dashboard: how your customer base is spread across the segments and how that is shifting.

Segmentation analytics is worth a monthly look even when you are sending nothing. A growing Lapsed slice is an early warning about retention that no individual campaign report will show you.

Troubleshooting

Symptom	Try this
Nothing sent	The messaging integration needs Broadcast enabled under Dashboard → Settings → Integrations → Plugin Config (/configuration/integrations/integration/list); an integration set up for order notifications only will not send campaigns
Fewer recipients than expected	Opted-out customers and anyone inside the cooldown window are skipped by design
SMS reached far fewer people than email	SMS needs both a phone number and SMS consent — compare the delivered counts per channel in the campaign report
Stuck on processing	Large audiences send in batches; give it time before cancelling
Engagement is poor	A single blast to everyone almost always underperforms two targeted sends
You want to reach one customer	Broadcasts target filters — for an individual offer use a Marketing Promotions campaign
You want it to repeat automatically	Broadcasts are one-off; behavioural automation is Marketing Autopilot

Related: Choosing a campaign type · Marketing Autopilot · What customers experience · Reports