Send an announcement
Broadcast news to clients through the portal, email and SMS, or to your team in-app and by email — and read the skip reasons before you send, not after.
An announcement is a one-way broadcast. You choose a plane — Clients or Team — and that choice reshapes everything after it: which channels are available, who the recipient picker offers, and how delivery is reported. Clients get the portal, email and SMS. Team members get in-app and email.
Before you start
You need the announcements permission to compose one; members without it still see a read-only archive under AnnouncementsTeam. SMS needs an active business line, and email is metered against your monthly email allowance.
Send one
Start the announcement
Choose Send to
Clients or Team. Choose this first — switching it later clears the other plane's recipient selection.
Pick the audience
All clients or Selected clients, or Everyone on the team or Selected teammates.
Write it
Title takes up to 300 characters. The Message is the body shown in the portal or in-app.
Add channels
The portal or in-app delivery is always on. Switch Send as SMS and Send as email on as needed.
Tune the SMS and the subject
Write a shorter SMS body, and an Email subject if the title does not work as one.
Choose when
Send now, or pick a Date and Time.
Test, then confirm
Send a test to yourself, then read the confirm modal before you send for real.
Settings reference
| Setting | What it changes | Default |
|---|---|---|
| Send to | Clients or Team. It reshapes the channel switches and the recipient picker, and clears the other plane's selection. | — |
| Title | The headline, up to 300 characters. It also becomes the default email subject. | — |
| Send as SMS | Texts each client's phone from your business line. Clients only. | Off |
| Append the portal announcement link | Adds the link to the full post in the client portal to the SMS body. | Off |
| SMS body | A shorter version of the message, written for a text. | — |
| Send as email | Emails the announcement. Counts against your monthly email allowance. | Off |
| Email subject | Defaults to the Title, up to 300 characters. | — |
| Send Options | Start sending immediately, or send at a specific date and time. | — |
Read the confirm modal — it tells you who will not get it
Before anything sends, the modal shows per-channel recipient counts and the skip reasons. This is the moment to notice that half your client list has no phone number on file. The same breakdown is on the announcement's detail page afterwards.
Why a recipient is skipped
| Skip reason | Means |
|---|---|
| Marketing opt-out | They opted out of marketing contact |
| Conversation opted out | They replied STOP on the texting line |
| Blocked conversation | The conversation is blocked |
| No phone number | No number on file for SMS |
| No portal user | The client has no portal login |
| SMS line deactivated | The business line is not active |
| Email credits exhausted | Your monthly email allowance is spent |
| No email on file | No address for that contact |
| Muted in their notification settings | The recipient switched this category off |
Outbound texts carry a STOP line automatically
An opt-out line is appended to announcement SMS bodies that do not already carry one. Anyone replying STOP is recorded as opted out and skipped on future sends — which is exactly why you will see Conversation opted out in a later breakdown.
Team announcements
Team announcements behave differently in two ways worth knowing: SMS is forced off, and the announcement never delivers to the person who sent it. To see what it looked like, use the test send.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| Far fewer recipients than expected | Per-channel skips | Read the skip breakdown in the confirm modal, and on the detail page afterwards |
| The SMS switch is missing | You are on the Team plane, where SMS is forced off | Switch to Clients if it should go by text |
| You did not receive your own team announcement | Team announcements never deliver to the sender | Use the test send to see it |
| Your recipient selection disappeared | You changed Send to, which clears the other plane's selection | Re-pick the audience after switching planes |
| Email recipients were skipped with Email credits exhausted | The monthly email allowance is spent | Check your plan allowance before a large send |
| A client did not get the text | No phone number, an opted-out conversation, or an inactive line | The skip reason on the detail page names which |