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Use Messages for one-off communication to a defined customer group. Preview the exact audience and missing recipient details before dispatch. You need permission to read and update notifications and to read customers, orders, and subscriptions. The company’s enabled channels determine the available delivery choices.

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Start from selected records

In Customers, Orders, or Subscriptions, select the rows you want and choose Send message. For orders and subscriptions, the recipients are the associated customers. A customer selected through several records is included once. The selection is captured when you open the message. Review the recipient list and exclusions before sending; changes to the table behind the message do not change that captured audience. A message accepts up to 20,000 selected records. Continue with the channel, content, test, and confirmation steps below. Delivery results are available in Messages, including when you started from another list.

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Available customer groups

You can start from groups such as:
  • Orders on a date or in a week
  • Non-closed orders on a date or in a week
  • Active subscription customers
  • Completed manual-order customers without an active subscription
  • Active customers
  • All customers
Additional filters can narrow the audience by customer, work, location, member, or other available list fields.
1

Open a message

From Messages, select Create message. If you already opened a message from selected records, continue with that message.
2

Choose channel and customer group

Select email, SMS, email with SMS fallback, or both. When starting from Messages, also choose the starting audience and required date or week.
3

Review affected customers

Inspect every matched customer, the recipients ready for each channel, and the customers that cannot receive the selected delivery. Exclude individual customers when the message should not reach them.
4

Write the content

Enter a subject for email and plain message text. Type @ to insert supported customer variables.
5

Send a test

Choose a representative sample customer and send the rendered message to a controlled email address or phone number.
6

Confirm the dispatch

Review the included count and the customers that lack a valid contact for the selected channel, then select Send message.
7

Review recipient outcomes

Return to Messages to search recipients, filter by outcome, and review email and SMS results for every customer. The summary separates sent, pending, failed, skipped, and interrupted delivery.
A manual message is a real customer dispatch. Filters, exclusions, and tests do not replace the final recipient review.
Use the recipient history when a summary contains failures or skipped delivery. A batch-level completion state does not mean every customer received every selected channel.
Last modified on September 20, 2026