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Owners, admins and managers can see broadcasts and their results. Sending, cancelling and resuming also need one of those roles.

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Broadcast reach

Broadcast reach is the number of different contacts your broadcasts go to in a calendar month. Each plan covers a number of contacts a month. The free trial runs on Growth’s limits. How reach is counted:
  • Each contact counts once a month, however many broadcasts you send them.
  • A scheduled broadcast counts from the moment you schedule it, in the month it sends.
  • People left out for having opted out do not count.
  • The month follows your workspace’s time zone, and the count starts again when the month turns.
When you choose an audience, This month’s broadcast allowance shows how much the broadcast uses and how much is left afterwards. A broadcast that would go past the allowance cannot be sent. Choose a smaller audience, wait for the month to turn, or move up a plan. See Manage your plan. The allowance is checked again when a scheduled broadcast starts sending. If other broadcasts have used it up in the meantime, the broadcast stops before anything is sent. Reach is Companion’s own limit. Meta’s charges for the messages are separate. See What Meta charges.

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The results page

Go to Broadcasts and select a broadcast. The page updates by itself while the broadcast sends.

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Status

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Counts

Delivered and read keep moving after a broadcast finishes, as customers’ phones report back. Once messages have gone out, the page also shows Replied within 72 hours and Opted out afterwards: how many recipients wrote back, and how many opted out, within 72 hours of their message. Beside the counts are the template, the audience, the number it was sent from, who created it and when.

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Recipients

The Recipients list shows every person, their status and the reason for any failure or skip. Filter it by status, and open a recipient’s conversation from their row. Choose Download results for a CSV with each recipient’s name, phone number, status, reason, when it was sent, and whether they replied or opted out within 72 hours.

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Why a broadcast stops

A broadcast shows Stopped when carrying on would fail for everyone, or would harm your number’s standing with Meta. Open the broadcast to see the reason. The usual ones are:
  • the template was paused, disabled or removed
  • Meta has restricted your WhatsApp Business account, or flagged the number for sending too much too quickly
  • a billing problem at Meta, such as no payment method on your WhatsApp account
  • the number the broadcast sends from was removed, or needs reconnecting
  • the month’s broadcast allowance ran out before a scheduled broadcast began
  • your Companion subscription has lapsed
  • WhatsApp kept limiting how fast your number could send. Wait a few minutes before resuming
A brief “slow down” from WhatsApp does not stop a broadcast. Companion waits and carries on.

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Resume a broadcast

1

Put the cause right

Read the reason on the broadcast’s page and fix it. For example, add a payment method at Meta or reconnect the number.
2

Resume

Open the broadcast and choose Resume. The button says how many people are left.
Sending carries on with the people it had not reached. Nobody it already tried is sent to again, and anyone who has opted out since is left out. If it stopped before anyone was sent to, resuming works out the audience again and starts from the beginning. To reach people who failed or were skipped on a finished broadcast, choose Send to those not reached. See Send a broadcast.

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Where replies go

Replies go into Conversations, like any other message, where your team answers them. A reply opens the 24-hour window, so you can answer freely. A customer who replies STOP is opted out of marketing automatically. See Opt-outs.