With Slack broadcasts, you can send one-time outbound messages to channels in your connected Slack workspace. It's a great way to proactively notify customers of important product updates, announcements, or news directly where they're active.
Before you begin
To send a broadcast to a Slack channel, you must have the Intercom for Slack integration installed and connected to your workspace.
Creating and sending a Slack broadcast
First, navigate to Outbound > Messages and click + New message.
From the message template gallery, select Broadcast.
In the message editor, under the "Content" section, select a teammate from the Sender dropdown.
Next, click the Select channel dropdown to search for and select one or more Slack channels to send the message to.
Compose your message in the text editor. A live preview will be shown on the right.
Under the "Scheduling" section, choose to send the broadcast Immediately or select Custom date to schedule it for a future date and time.
Finally, click Set live to send the message immediately, or Schedule to set live if you've chosen a future date.
Note: If you haven’t connected a Slack workspace, the channel selector will show "No channels found" when creating a broadcast. You won’t be prompted to connect Slack from this screen, so you'll need to set up the integration first.
What it looks like in Slack
Once sent, your broadcast message will appear directly in the selected Slack channel, like this:
Viewing broadcast reports
Once your broadcast has been sent, you can view its performance. Navigate to the message from your Messages list and you'll see two reporting tabs: Sent and Replied.
Sent report
The Sent tab shows you:
The total number of channels that received the broadcast.
A graph showing delivery over time.
A list of each channel that received the message and when.
Replied report
The Replied tab shows you:
The total number of customers who have replied to the broadcast.
A graph showing reply volume over time. You can filter this graph by channel and by date range.
A list of each customer who replied, which channel they replied in, the content of their reply, and when they replied.
Important to know
Note: The initial version of Slack broadcasts has the following limitations:
Only text-based content is currently supported. The ability to send images and attachments will be added in the future.
Reporting on message reactions (e.g., emojis) is not yet available.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts