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Broadcasts

Broadcasts to customer channels

Thorpe posts one announcement in many of your shared customer channels at once. Write it once, pick who should get it, send it now or schedule it, and then check a send log that shows where it landed and where it didn't.

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One maintenance notice goes out to four customer channels, and the send log marks each one as sent

Why announcements are hard across shared channels

A maintenance window is planned for Saturday night and every customer needs to know. With forty Slack Connect channels, someone pastes the same message forty times, skips a channel or two, and posts the old wording in a few more. Nobody can say afterwards which customers were told.

Thorpe sends the message for you, one channel at a time, and keeps a record of every post.

One message, the right channels

In the web app, open Broadcasts and choose New broadcast. Write the message with Slack formatting, bold, italic, code and links. The Preview in Slack shows the text as Thorpe will post it, before the formatting is applied.

For the Audience, choose All customer channels, By tier for only the channels mapped to an account with that tier (Enterprise, Growth or Standard), or Pick channels to tick them one by one.

The line under the preview says how many channels will get the message and names them, so you know the reach before you send. Customer channels that have been disconnected are left out, and the line says how many.

A broadcast to the Enterprise tier names its two channels and leaves out a disconnected one, then asks to confirm

Send now, later, or after a second look

Keep Send now, or choose Schedule and set a time in your own time zone. A broadcast posts in your customers' channels and can't be unsent, so Thorpe asks you to confirm with the number of channels before anything goes out.

Send now
Posts once you confirm, or after review when it is on
Schedule
Posts at the time you set
Review before sending: another admin approves it first
The broadcast waits as Pending review until a different admin approves it, then posts right away or at its scheduled time

A send log for every channel

Thorpe posts about one channel a second, so a large audience takes a few minutes. Each broadcast shows its status, Pending review, Scheduled, Sending, Done or Canceled, and how many channels it reached. Each channel in the log shows Sent with a link to the message in Slack, or the reason it wasn't, such as Thorpe being removed from the channel or the channel being archived.

Channels are checked again when each post is sent. A channel that disconnects after you schedule a broadcast is skipped and marked Not sent: the channel was disconnected. Retry failed posts again only in the channels that failed. Cancel stops a broadcast that hasn't finished, and channels that already have the message keep it.

The send log names the reason for each channel that failed, and Retry failed posts again only in those

How it works

  1. Step 1

    Add Thorpe to your shared channels and mark them Customer in Settings > Channels. Map each one to an account with a tier.

  2. Step 2

    In Broadcasts, choose New broadcast, write the Message and pick the Audience.

  3. Step 3

    Under When, keep Send now or choose Schedule, and check the reach line.

  4. Step 4

    Choose Review and send and confirm. With review on, another admin approves it first.

  5. Step 5

    Follow the Send log, and use Retry failed for any channel that didn't get it.

Details

Audience
All customer channels
By tier
Enterprise
When
Send now
Review before sending: another admin approves it first
Off
Disconnected channels
Left out of the audience, and skipped at send time
Message length
Up to 4,000 characters
Audience size
Up to 200 picked channels, and up to 2,000 in any audience
Pace
About one channel a second
Who can send
Admins

Questions

What happens when a customer replies?

The broadcast itself never opens a request. If a customer replies in its thread, that reply is treated like any new customer message: Thorpe opens a request, starts its SLA clocks and posts a card in your triage channel. Questions about the maintenance window reach your team in triage, not in a thread nobody is watching.

Who can send broadcasts?

Only admins can send broadcasts. Everyone on your team can see the list and where each one went.

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Get started

Bring your shared channels into one triage view.

Tell us about your team and we will get in touch to set Thorpe up with you.

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