The recipient base for a mailing can be generated from existing chats in Scenario Dialogs or uploaded from a CRM via file. A mailing can be sent by phone number, Telegram username, or chat ID — a unique identifier of the client’s chat in Scenario Dialogs.
You can configure intervals between messages to reduce the risk of blocks, and once the mailing is completed, a report is generated for analysis.
How to create a mailing
Go to your personal account → “Automation” → “Mailings.”
Select the channel through which the mailing will be sent.
If the selected channel is not connected to a line, creating a mailing is unavailable.
In a demo line, there is a limit: no more than 20 recipients per mailing.
In a purchased line, there are no limits on the number of recipients.
1. Mailing name
2. Working days (select the days on which the mailing will be sent)
3. Start date and end date of the mailing
4. Start time and end time of the mailing
5. Time zone. The mailing will be executed according to the specified time.
6. Configure the interval between message sends.
The longer the interval, the lower the risk of account blocking.
7. Select the line through which the mailing will be sent.
You can select one or multiple lines. If multiple lines are selected, sending will occur sequentially — one message from each line.
What client data can be used to send a mailing?
| Channel | Phone Number | Username | Chat ID |
|---|---|---|---|
| MAX | ✔ | — | — |
| ✔ | — | ✔ | |
| Telegram | ✔ | ✔ | ✔ |
| Telegram Bot | — | ✔ | ✔ |
| MAX Bot | — | — | ✔ |
Chat ID — the client’s chat identifier in Scenario Dialogs.
Username — the user’s name in Telegram.
For Telegram mailings, it is recommended to use username or chat ID.
Telegram restricts sending by phone number, info.
For Telegram Bot and MAX Bot, mailings are only possible to users who have already interacted with your bot.
Click the “Upload dialogs from line” button — all chats from Scenario Dialogs for the selected line will be loaded into the table. Suitable for repeat sales, status notifications to current clients, and updates.
Click “Upload dialogs from tags” → select the required tag — the system will add all dialogs from Scenario Dialogs for the selected line that have been assigned the selected tag.
This allows you to segment your audience and send messages to a specific group of clients, for example: “Paid” or “Awaiting delivery.”
To upload client contacts from a CRM, export the contacts from the CRM into a CSV or Excel file.
Instructions:
• How to export contacts from Bitrix24
• How to export contacts from amoCRM
After exporting, the file must be edited according to the mailing file requirements. A sample file can be downloaded by clicking the “Import from file” button.
Click “Import from file” → select the file format — Excel or CSV → attach the file.
If the contact base is small or you are testing the mailing, you can manually add (phone number, username, or chat ID).
Click the “Manual contact entry” button and enter the contact details.
How to get Chat ID:
Open the chat with the required client in Scenario Dialogs → go to the client card → under the client’s name, the Chat ID is displayed — copy it and add it to the contact table in the Chat ID field.
Enter the message text, taking into account character limits.
For Telegram:
Text message: up to 4096 characters.
Text message + file:
• regular account — up to 1024 characters;
• Premium account — up to 2048 characters.
For WhatsApp: up to 10,000 characters.
We recommend personalizing messages using variables.
This makes the text more individualized — you can insert the client’s name, order number, and other data.
Mass mailing of identical messages may result in blocking in Telegram and WhatsApp (except WABA). Personalization reduces the risk of restrictions but does not completely eliminate blocking.
Variables can be: custom and system.
Allow you to define several variations of one text element. For example, you can create a variable “Greeting” and add variations: “Hello,” “Good morning,” “Good afternoon.”
The system will automatically insert different variants into the message for different recipients.
Creating a custom variable
Step 1. Activate the “Use custom variables” button.
Step 2. Enter the variable name.
Step 3. Add value options that will be inserted into the message.
Step 4. If necessary, click “Add another variable” to create an additional one.
Step 5. After creation, the variable will appear in the list of variables.
Step 6. In the text input field, click on the variable from the list to insert it into the message. The steps are illustrated in the screenshot.
System variables insert data into the message text from the corresponding columns of the contact table.
The mapping is as follows (illustrated in the screenshot):
• [firstName] — takes the value from the “First Name” column
• [lastName] — takes the value from the “Last Name” column
• [secondName] — takes the value from the “Middle Name” column
• [param1] — takes the value from the “P1” column
• [param2] — takes the value from the “P2” column
• [param3] — takes the value from the “P3” column
You can use one or multiple system variables.
System variables will not be inserted into the message only if the corresponding field in the table is empty.
Attach a file
You can attach a file or image up to 60 MB.
After completing the configuration, save the mailing.
To launch the mailing, click the status “Ready to launch” → “Start mailing.” The mailing will begin according to the specified parameters.
While sending is in progress, let’s review the remaining controls.
The “Edit mailing” button allows you to modify previously set parameters and save the updated version.
The “View mailing” button shows the current settings and the contact list. Here you can send a test message to yourself to see how the mailing message will appear to the client.
At the bottom of the page, enter a phone number or username and click “Send test message.”
The “View mailing statuses” button displays the mailing report.
The “Delete mailing” button completely removes it from the mailing list without the possibility of recovery.
If necessary, a launched mailing can be stopped. In the mailing list, click “In progress” → “Pause mailing.” To resume sending, click “Start.”
Resend to contacts with the status “Error.”
Go to the mailing list → click “Repeat mailing for contacts with error status.” The system will resend messages only to contacts with the “Error” status.
Resend to contacts with the status “Not sent.”
Go to the mailing list → click “Start for not sent.” The system will start the mailing only for contacts for whom the mailing was not sent.
In the mailing list, in the “Result” section, the total number of contacts, the number of successfully delivered messages, and the number of failed sends are displayed. Click “View mailing statuses” to see the detailed report.
In the report, contacts can be sorted by status.You can export the report using the “Export to Excel” button.
For each contact, you can see the actual send time, delivery time, and message view time.
A message goes through several status stages:
-
Pending — the message is queued.
-
Sent — the message has been sent from the ChatApp service.
-
Delivered — the message has been delivered to the recipient.
-
Viewed — the recipient has opened the message.
-
Error — sending is impossible (for example, the recipient does not have a WhatsApp account). If a contact receives the “Error” status, scroll down the page — the error reason is always indicated there.
A contact sequentially moves from one status to another:
Sent → Delivered → Viewed or Sent → Error
After transitioning to a new status, the contact disappears from the previous category.
For example, if a message moves from “Sent” to “Delivered,” it will no longer be displayed in the “Sent” section.
