Use this article to send a one-off chat or email to people you pick by hand in Contacts, find that message afterwards, and understand what you can and can't change once it's sent. Selection sets are available on plans that include manual messaging.
Sending a message to a Selection set, which is a specific set of users chosen, will generate an Untitled 'Outbound' message like this:
What is a selection set?
A selection set is a one-off chat or email message that's sent immediately to a fixed group of people you pick by hand from your Contacts list, rather than to an audience defined by rules.
A standard Outbound message targets an audience based on rules. A selection set targets exactly the people you selected, and nobody else.
How to send a selection set from Contacts
To send a selection set, follow these steps in Contacts:
Go to Contacts and open any segment, for example All users.
Tick the checkbox next to 2 or more people you want to message.
Click Send a message.
Choose Chat or Email in the composer, write your message, and click Send.
After you click Send, the selection set goes live immediately and is sent to exactly the people you selected. Each recipient gets their own conversation.
Such action is recorded in Teammate Activity Logs as "Selection Set Chat" or "Selection Set Email", for instance:
What are the limitations of selection sets?
Selection sets have the following limitations:
Channels: Only Chat and Email are available from a selection. For Posts, Banners, Tours, and other message types, click New message with nobody selected to open the Outbound template picker, then set up a standard Outbound message.
One person selected: With 1 person selected, the button is New conversation, which opens a regular Inbox conversation instead of creating a selection set.
Sender: The selection set is always sent from the teammate who sends it. There's no sender picker.
Email unsubscribes: When you send an email selection set to more than 1 person, people who unsubscribed from email are skipped.
Editing and deleting: Once sent, a selection set can't be edited, paused, or deleted from Outbound.
Where to find a selection set after you send it
You can find a selection set in the following places:
Outbound: The selection set appears as an untitled chat or email message. Its link contains /outbound/selection-set/.
Open it to see Sent, Opened, Clicked, and Replied stats. Email selection sets also have an Issues tab.Each recipient's profile: The message appears as a Direct message.
Activity logs: Go to Settings > Workspace > Teammates > Activity logs. A Selection set creation event reads "[Teammate] set live your Selection Set Chat" or "Email".
To learn more about the Outbound list, see Outbound explained.
Selection set FAQs
Can I edit or delete a selection set?
Can I edit or delete a selection set?
You can't edit, pause, or delete a selection set from Outbound, because a sent selection set is view-only. To remove a selection set from your Outbound list, contact Support.
How is a selection set different from a standard Outbound message?
How is a selection set different from a standard Outbound message?
A selection set differs from a standard Outbound message because it's sent immediately to people you pick by hand, while a standard Outbound message targets an audience defined by rules.
Why does my Outbound list show untitled chat or email messages?
Why does my Outbound list show untitled chat or email messages?
Untitled chat or email messages in your Outbound list are selection sets that a teammate sent from Contacts.
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