Every broadcast goes to an audience. Go to Contacts > Audiences to see and manage them. Counts show how many contacts have a valid phone and haven't opted out. Whatever audience you choose, consent and opt-outs are checked for each contact when you send, so an audience never overrides a contact's choice.
Smart Audiences
Smart audiences are built in and always up to date:
| Audience | Who's in it |
|---|---|
| 24-hour window open now | Contacts who messaged you in the last 24 hours. Send free-form messages, no template needed; works for US numbers. |
| Messaged you on WhatsApp (30 days) | Contacts who sent you a WhatsApp message in the last 30 days. |
| Messaged you on WhatsApp (90 days) | The same for 90 days. |
| Everyone who messaged you on WhatsApp | Everyone who has ever messaged your WhatsApp number. |
| Opted in to WhatsApp marketing | Contacts with explicit WhatsApp marketing consent. |
| All contacts with a phone number | Every contact with a phone number on file. Marketing templates still need consent. |
Lists
Lists have fixed members, such as event attendees or an imported customer file. Create one with New list, during a contact import, or automatically when someone sends an opt-in keyword linked to that list.
Importing Contacts with Consent
Open the Import
Go to Contacts and click Import. Upload or paste a CSV. Recognized columns include First Name, Last Name, Email, Phone, Company, City, Country, Tags and WhatsApp Consent.
Tag and List
Optionally Tag everyone and Create a list, which becomes a send audience. Choose the default country for numbers without a country code.
Record Consent and Evidence
Under WhatsApp consent choose These contacts opted in to WhatsApp messages, These contacts opted out, or Don't change consent, or map a WhatsApp consent column. When you record opt-ins, describe How did they opt in? (for example "Checked the WhatsApp updates box at checkout"). The evidence is stored on each contact's consent record. Only import opted-in contacts you can prove consent for, and never import purchased lists.
Segments
Segments are saved rules evaluated every time you send, so new matching contacts are included automatically.
Create a Segment
In Contacts > Audiences, click New segment and give it a name and optional description.
Add Rules
Combine rules on:
- Tag: has tag or doesn't have tag.
- WhatsApp consent: is or is not Opted in, Messaged you, Unknown or Opted out.
- Phone country: is or is not a country.
- Last WhatsApp message: within, not within the last number of days, or never.
- Contact created: within the last or more than a number of days ago.
- Broadcast: received, read, didn't read, replied to, didn't reply to, failed for, or didn't receive a specific broadcast.
- Name, Company, Email or City: contains or doesn't contain.
Match All or Any
Choose whether contacts must match all rules or any rule. Matching right now updates as you edit.
Save and Send
Save the segment. It appears on the Segments tab of the broadcast composer, and Send broadcast on the Audiences page opens the composer with it selected.
Follow-Up Audiences
From any broadcast report, Retarget creates a follow-up broadcast to a group such as "Read, didn't reply" or "Delivered, not read". See Broadcast Reports and Retargeting.
Perguntas frequentes
Why is Reach lower than my audience size?
The audience counts everyone who matches. Reach then removes contacts who opted out, lack consent for the template category, have US numbers for Marketing templates, were messaged recently, are in an open conversation or are missing a variable. See WhatsApp Broadcasts.
How do I exclude contacts?
Use a segment with a doesn't have tag rule and tag the contacts to exclude. Opted-out contacts are always excluded.
How are phone numbers matched to countries?
Numbers are stored in international format, using the default country you choose on import for local numbers. US and Canadian numbers share +1, so area codes are used to tell them apart.