# Send

> Build, approve, schedule, and measure outbound messages and multi-step sequences.

Send is where you message contacts in bulk. It has two modes, shown as tabs at the top of **Marketing → Send**:

- **One-time & ongoing sends**: a single message (email, WhatsApp, or a website Messenger banner, post, or chat) sent to an audience once, on a repeat schedule, or continuously.
- **Sequences**: a series of email and WhatsApp steps with waits between them, which each contact moves through on their own.

Send is part of the Marketing add-on. See [Plans & Add-ons](https://workstation.repzo.com/docs/commerce/plans-and-add-ons).

## Start a send

1. Open **Marketing → Send**.
2. Click **New campaign** and pick a template. You can filter templates by use case, channel, or type, or start from a quick starter.
3. Write the content and choose the sender.
4. Choose the audience: a saved [Segment](https://workstation.repzo.com/docs/marketing/segments) or custom rules made just for this send.
5. Choose how and when it sends, and optionally set a goal.
6. Fix anything listed under **Finish these to launch**, then click **Send now**, **Go live**, or **Schedule**.

These templates can be launched today:

| Template | Where it shows |
| --- | --- |
| **Email** | The contact's inbox. |
| **WhatsApp** | WhatsApp. Marked **Setup** until a WhatsApp number is connected in **Settings → Inbox → Channels**. |
| **Banner** | A one-line message at the top or bottom of your website Messenger. |
| **Post** | A message card in your website or mobile Messenger. |
| **Chat** | A chat message in your Messenger. Replies go to [Inbox](https://workstation.repzo.com/docs/operations/inbox). |

Templates marked **Soon** (SMS, mobile push, product tour, tooltip, checklist, survey, news) can't be created yet.

## Categories

Each send has a category that decides which consent rules apply:

| Category | What it means |
| --- | --- |
| **Marketing** | Needs consent, respects frequency caps, and includes an unsubscribe link. |
| **Sales** | Sales outreach with reply tracking. |
| **Transactional** | Service messages. Skips subscription and frequency rules. Sent one-to-one, so there's no segment audience. |
| **System** | Internal or platform messages. Also sent one-to-one. |

## Write the content

**Email** uses a drag-and-drop editor. You can:

- add a subject line and preview text. Subject line tips warn about things like ALL CAPS or spam words;
- insert variables such as `{{contact.firstName}}` that fill in each contact's value;
- load a **Saved template** from **Settings → Templates & Automation → Email Templates**, or import a design from an unlayer.com template link;
- add **A/B variants** that split recipients by weight. Each contact always gets the same variant;
- **Send a test** to an address or a contact. Test subjects start with `[TEST]`. Tests skip frequency caps and subscriptions, but suppressions still apply.

**WhatsApp** sends a Meta-approved template, or a free-text session message if the contact wrote to you in the last 24 hours. Map each template variable to a contact field or type a fixed value. The send shows your WhatsApp daily limit. If the audience is bigger than the limit, you can turn on automatic retries so the rest go out over the next days.

**Banners and posts** open in their own builder. You choose who sees them (visitors, signed-in users, or both), what clicking does, whether people can dismiss them, and when they show again. Their record has an overview with views, clicks, reactions, collected emails, and dismissals.

## Audience, schedule, and goal

- **Audience**: pick a saved segment or build custom rules. The estimate shows how many contacts match now. The final number can be lower after opt-outs, suppressions, and frequency caps.
- **How it sends**: **Send once** freezes the audience at launch and sends one time. **Send continuously** keeps sending to anyone who newly matches. You can't change this after launch.
- **When to send**: send now or at a set date and time in the workspace's timezone. Continuous sends can also have an end date.
- **Repeat**: send daily, weekly, or monthly. Each time, the audience is checked again.
- **Subscription type**: when set, contacts who opted out of that subscription are skipped.
- **Goal**: an event you want recipients to complete within 1, 3, 7, or 30 days. Analytics shows how many reached it.

## Approval and status

A send needs approval before it goes out when it's a WhatsApp template send, uses a channel connected in the last 7 days, targets a very large audience (50,000 contacts by default), or matches one of your approval policies. People with the approve permission see **Approve** and **Reject** on the send.

Statuses are Draft, Pending approval, Scheduled, Live, Paused, Completed, and Archived. One-time sends show **Sending…** and **Sent** instead of Live and Completed. You can pause a live or scheduled send, and clone any send.

## Deliveries and analytics

The **Deliveries** tab lists every recipient with their status (such as Sent, Delivered, Failed, Bounced, Suppressed, Unsubscribed, or Deferred), attempts, and error.

The **Analytics** tab shows sent, delivered, open, click, reply, bounce, unsubscribe, and goal numbers, plus why messages didn't deliver. Email also shows top clicked links, opens by client and device, engagement over time, and results per A/B variant. You can export the list to CSV.

Open rates are approximate because some mail apps load images automatically. Detected machine opens are left out; clicks are the more reliable signal.

## Sequences

A sequence sends a series of steps to each contact in a segment. Open **Marketing → Send → Sequences** and click **New sequence**.

1. Choose the **Contact segment**. Contacts who match now, and anyone who matches later, enter once.
2. If you'll send WhatsApp steps, choose the WhatsApp channel.
3. Add up to 30 steps:
   - **Message**: an email (with a sender address) or a WhatsApp template.
   - **Wait**: a delay in minutes, hours, or days.
   - **Update record**: change fields on the contact.
4. Optionally add **Outcome actions**: update the contact when they reply or when they fail.
5. Save, then click **Approve & launch**. Launching needs Send approval rights.

A sequence stops for a contact when they reply by email or WhatsApp, when their stage changes, or when a message fails. Replies must reach a connected inbox or synced mailbox to count.

After launch, steps and audience are locked. To remove a step, pause the sequence first. Contacts who enter after you resume skip the removed step; contacts already in the sequence keep their original steps. For other changes, clone the sequence into a new draft.

The **Contacts** tab shows every contact's status (Active, Scheduled, Replied, Completed, Failed, Stopped) and current step. Select failed contacts to retry them or move them to the next step, or bulk-edit the selected contacts.

## Email sending setup

Admins set up email sending in **Settings → Inbox → Email**:

| Tab | Use it for |
| --- | --- |
| **Domains & addresses** | Add sender addresses, verify them, and authenticate your domain by adding the DNS records shown. Click **Check status** after updating DNS. |
| **Email settings** | Marketing footer (company name and mailing address), open and click tracking, and requiring an authenticated domain for marketing and sales email. |
| **Sending rules** | Warm-up limits that ramp up a new domain day by day, and quiet hours when nothing is sent. |
| **Subscriptions** | Subscription types contacts can opt in to or out of. |
| **Suppressions** | Addresses that must never receive email. Hard bounces and spam complaints are added automatically. |

Every marketing email has an unsubscribe link and a preference page where contacts manage their subscriptions.

Reusable email designs live in **Settings → Templates & Automation → Email Templates**. The same templates are available in Send and in the email composer.

## Related pages

- [Segments](https://workstation.repzo.com/docs/marketing/segments)
- [Campaigns](https://workstation.repzo.com/docs/marketing/campaigns)
- [Contacts](https://workstation.repzo.com/docs/sales/contacts)
- [Inbox](https://workstation.repzo.com/docs/operations/inbox)