Broadcasts

Use a broadcast for a product announcement, customer invitation, or another message to a selected group of customers. Each contact receives a separate email, with optional follow-ups in the same thread.

Choose your audience

1. Open Broadcasts and select New broadcast.
2. Under Audience, set conditions on contacts and their companies. Broadcasts reach contacts at companies marked as customers.
3. Choose Email only one or Email each one separately when several contacts at a company match.
4. Check the contact and company counts, then select Show preview to inspect a sample.

New drafts start with the primary contact condition. With Email only one, Cust picks the primary contact if they match your conditions, otherwise the earliest added matching contact.

The preview reflects current data. For scheduled broadcasts, Cust selects the audience when the broadcast starts. Narrow your conditions if more than 1,000 companies match.

Write and review the email

Choose a Sender if your role allows it. You can select a specific email account or a company role, such as the account owner. For a role, choose a fallback account for companies whose role holder is missing or has no connected mailbox. Without a usable sender, the email is not sent and the contact appears under Not sent.

Under Initial email, choose:

• Static: write the subject and message. Use Insert variables to personalize the content, then Preview email with a company.
• AI generated: describe the subject and message in Subject prompt and Body prompt. Use Test instructions with a company to review an example.

The audience controls the recipients for both modes. Each generated draft is addressed to its selected contact.

Enable Require approval before sending if you want a person to review each email. Cust creates a task with Review email instead of sending automatically. The task goes to the selected company role holder, or otherwise to the owner of the sending account's personal inbox when available. You can also set an approval task due date.

Use Help me update this broadcast to ask the Assistant to write the email, refine the audience, or add a follow-up. Review the resulting settings on the page before sending.

Add follow-ups

Select Add Follow-up to add up to three follow-ups. Set each delay in calendar or business days, measured from the previous email. Each follow-up can use static text or AI instructions and can require approval separately.

A customer reply stops that contact's sequence. An automatic out-of-office reply keeps the sequence open. When Cust recognizes a return date, it can postpone the next email until that date; the follow-up still goes to the customer in the original thread.

Send now or schedule

1. Under When to send, choose Send now or Schedule for later. You can schedule up to 30 days ahead.
2. Leave Send on weekends off for Monday to Friday delivery, or enable it to include weekends.
3. Save your changes, then select Review and send or Review and schedule.
4. Check the recipient count in the confirmation and select Send or Schedule.

Automatic sends are scheduled around working hours and weekend settings. Each broadcast has a daily allowance of 200 per sending account, shared by initial messages, follow-ups, and approval task creation. This is separate from other broadcasts and from manually sending approved drafts. Starting a broadcast begins processing; it does not deliver every email immediately.

You can edit a scheduled draft before it starts, change its scheduled time, or select Unschedule to return it to a draft. It starts with the saved settings in place at that time.

Monitor and manage

Open a started broadcast to see Sent, Opened, Replied, and Bounced, plus each contact's progress. These counts describe contact sequences, so follow-up emails do not add to the Sent count. Turn off Only mine in the list to see broadcasts created by teammates.

While a broadcast is sending or paused, its creator can:

• Edit emails: update emails that have not been sent yet. The audience settings stay fixed.
• Pause sending and Resume: hold automatic initial emails and follow-ups, then continue them. Cust still tracks replies while paused.
• Cancel unsent emails: cancel queued emails and emails awaiting approval. Those contacts receive no further follow-ups.
• Stop broadcast: end all remaining sequences and dismiss pending approval tasks. This cannot be undone.

Sent means no further emails are pending, while reply tracking can continue. Cust normally waits 14 calendar days after the final email before marking a sequence No reply. A recognized out-of-office return date can extend that wait.

Open Broadcasts