Channeled
Run your customer playbook for Slack: Broadcasts, Auto-Enrollment, and Insights
11/1/2022
Slack is a natural place to share releases, celebrations, and time-sensitive announcements with your closest customers and champions.
...But there's a problem – sending messages over and over again to dozens (or even hundreds!) of channels is often manual and difficult to track.
In order for teams to proactively and meaningfully reach their customers in Slack, they need flexibility and control over which customers are getting the updates relevant to them, how customers have responded to engagements so far, and who to follow-up and spend more time with. That's where broadcasts in Channeled come in.
Introducing Broadcasts & Auto-Enrollment
Broadcasts in Channeled 📣
Broadcasts in Channeled allow teams to create, schedule, and track 1-to-many messages from a single flow in Slack. This is great for one-off announcements you might want to share with customers.
You can customize broadcasts by:
- 🗓 Scheduling it ahead of time or sending your message immediately
- 📢 Sending messages to individual members as DMs or to customer teams in their channels
- 🎯 Sending messages to all customers, a subset (segments/groups), or individual customers
- ✏️ Using metadata like {{customer.name}} to dynamically tailor or personalize messages
- 📝 Customizing individual messages for customers within the broader broadcast
- 💌 Choosing who the broadcast is delivered from – a single user or a dynamic customer owner
- 🕹 Adding CTAs (buttons in Slack), help-text, headers, and more
Once broadcasts are sent, responses are tracked in a unified place; reactions, responses, and click-throughs can be managed and viewed from one place, in your Engagement tab.
Broadcast Templates
Broadcast Templates give teams more consistency and control beyond one-off broadcasts.
- When to use Broadcast Templates: You may have messages that you send in the same format on a regular basis (e.g, "Product Releases") or messages that are consistently used by different members of the team when working with customers (e.g, "Onboarding Message", "Re-engagement Message").
- Where it can help you: Broadcast Templates enable you to create a library of commonly used messages across the team, saving team time from recreating similar messages repeatedly, and creating better consistency in the messaging delivered to customers.
Auto-Enrollment & Scheduling
You can always manually enroll customers in Broadcast Templates once they've been created – but there may be cases where you want a more automated flow. If that's you, read on!
Here are a few of our favorite use cases:
🔁 Auto-drafting something on a regular basis
- Example: Every month, generate a new draft of a product newsletter.
- This example flow will automatically take an existing product newsletter template you've created, ping your team when it's time to edit the outgoing draft, and enroll customers into the draft once it's approved for delivery.
🎉 Auto-drafting a message based on a customer moving into a new stage or reaching a new milestone
- Example: Whenever a customer channel moves into Onboarding stage, send them a templatized welcome message.
- This example flow will automatically detect when a customer's Stage has changed and draft an outgoing message to their channel. Once the message has been reviewed by a team member, the channel will automatically receive the approved onboarding message.
👀 Auto-drafting a message based on recent activity happening in a channel
- Example: Whenever a new member joins a connected channel, enroll the member into a templatized welcome DM.
- This example flow will automatically detect when a customer's Stage has changed and draft an outgoing message to their channel. Once the message has been reviewed by a team member, the channel will automatically receive the approved onboarding message.
🚦 Note: when customers are auto-enrolled, ALL messages are created as drafts, meaning they must be approved before they are delivered.
Engagement Insights
Once customers have been delivered messages, teams can see engagement insights and activity on their Engagement tab. These help teams track who has responded and not responded, along with actually handling messages from customers who have follow-ups in one place.