Broadcaster Advanced SetupGuide

This guide covers optional features and advanced configuration. Complete the Quick Start Guide first.

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Import Chat History

Most people do not need this. If you connected by choosing “connect your existing WhatsApp Business app” during setup, you can bring up to six months of your past chats and your contacts across with a one-time import at setup (a button you tap, within 24 hours of connecting). There is nothing to export and import by hand, conversation by conversation. See Connect your existing WhatsApp Business app to Broadcaster.

The manual export and import below is only for the start fresh path: when you are bringing a number onto Broadcaster as a brand new connection (for example from personal WhatsApp, or from another provider) rather than connecting your existing WhatsApp Business app.

⚠️ CRITICAL TIMING (start fresh path only): This MUST be done BEFORE you migrate your WhatsApp number to Broadcaster.

When to Use This Feature

If you’re migrating an existing WhatsApp Business or personal WhatsApp number to Broadcaster, and you want to preserve important conversation history.

Do this if: – You’re moving from WhatsApp Consumer to Broadcaster – You’re moving from another WhatsApp Business solution to Broadcaster – You have valuable customer conversations you need to reference – You want continuity of conversation history

Skip this if: – You’re using a brand new phone number with Broadcaster – You don’t have existing WhatsApp conversations to preserve – The old chat history isn’t important for your business

Understanding the Limitation

Chat history import is per-contact, not bulk. This is a WhatsApp platform limitation.

What this means: – You must export each conversation individually from WhatsApp – You must import each conversation individually into Broadcaster – Plan accordingly if you have many conversations to migrate

Why: WhatsApp doesn’t provide a bulk export API for security and privacy reasons.

⚠️ Critical Warning: Do This BEFORE Setup

On the start fresh path only: once you complete WhatsApp setup as a brand new connection, the old chat history on that number is permanently lost. This does not apply if you connected your existing WhatsApp Business app, in which case your history comes across automatically.

Timeline: 1. BEFORE Broadcaster setup: Export all important chats from your current WhatsApp 2. THEN complete Broadcaster onboarding (Steps 1-3) 3. AFTER setup: Import the exported chats into Broadcaster

You cannot go back. There is no way to recover chat history after you migrate your number.

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Step-by-Step: Exporting Chat History (BEFORE Setup)

This must be done in your current WhatsApp app before you start Broadcaster onboarding.

On iPhone (iOS):

1. Open WhatsApp
2. Open the conversation you want to export
3. Tap the contact name at the top
4. Scroll down and tap “Export Chat”
5. Choose “Without Media”
   • Faster and creates smaller files
   • Media can be re-sent manually if needed
6. Tap “Save to Files” or another save location
7. Choose where to save the .txt file
8. Note the customer’s name and phone number for the file
9. Repeat for each important conversation

[SCREENSHOT: iPhone WhatsApp Export Chat screen]

On Android:

1. Open WhatsApp
2. Open the conversation you want to export
3. Tap the three dots (⋮) at the top right
4. Select “More” → “Export chat”
5. Choose “Without media”
6. Select “Save to device” or a cloud storage
   option
7. Note the customer’s name and phone number for the file
8. Repeat for each important conversation

[SCREENSHOT: Android WhatsApp More menu with Export Chat option]

What Gets Exported:

Included: – All text messages (sent and received) – Message timestamps – Sender names – System messages (e.g., “X joined the group”)

NOT included (when choosing “Without media”): – Photos – Videos – Audio messages – Voice notes – Documents – Stickers

File format: Plain text (.txt) file

Example export filename: WhatsApp Chat with John Smith.txt

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Step-by-Step: Importing Chat History (AFTER Setup)

This must be done after you’ve completed Broadcaster onboarding and have approved templates.

Prerequisites:

• Completed Broadcaster onboarding
  (Steps 1-3)
• Exported chat history files saved
  (.txt format)
• Contact already exists in
  Broadcaster (or create them first)

Import Process:

1. Add the contact to Broadcaster (if not already
   added):
   • Go to Contacts → Add Contact
   • Enter the customer’s name and phone number
   • Important: Phone number must match exactly
     (including country code)
   • Save
2. Open the contact’s detail page:
   • Go to Contacts
   • Click on the contact you want to import history for

[SCREENSHOT: Contact detail page]

3. Upload chat history:
   • Click “Upload Chat History” button
   • Select the .txt file you exported for this contact
   • Wait for file validation

[SCREENSHOT: Upload Chat History button on contact page]

4. Review and confirm:
   • Broadcaster will validate the file format
   • Shows preview of how many messages will be imported
   • Click “Confirm Import”

[SCREENSHOT: Chat history import preview screen]

5. Wait for processing:
   • Import happens in the background (may take a few minutes for large
     chats)
   • You’ll see a success notification when complete
   • Refresh the page to see imported messages
6. Repeat for each contact:
   • Go to next contact’s detail page
   • Upload their exported chat file
   • Continue until all important conversations are imported

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Troubleshooting Chat Import

“Invalid file format” – Make sure you exported “Without Media” (creates .txt file) – Don’t edit the exported file in any way – File must be the original WhatsApp export format

“Phone number doesn’t match” – The contact in Broadcaster must have the same phone number as the exported chat – Check country code is included (+44 for UK, +1 for US, etc.) – Format as WhatsApp formats it (with + and country code)

“Import failed” – File may be corrupted – try exporting again from WhatsApp – File may be too large – contact support for help with very large imports – Try smaller conversations first to test the process

“Messages not appearing” – Wait a few minutes – large imports take time to process – Refresh the contact’s message view – Check browser console for errors – Contact support if issue persists

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Calendar Integration (ICS Sync)

Automatically sync appointments from your existing calendar system (Google Calendar, Calendly, Outlook, etc.) to Broadcaster.

When to Use This Feature

If you use external scheduling software and want appointments to automatically appear in Broadcaster’s schedule.

Benefits: – No manual entry of appointments – Automatic updates when appointments change – Keeps all systems in sync – Reduces data entry errors

Skip this if: – You manually enter appointments directly in Broadcaster – You don’t use external calendar software – You import appointments via CSV periodically

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Getting Your ICS URL

The ICS URL is a special calendar feed link. How to find it depends on your calendar system:

Google Calendar:

1. Open Google Calendar on a computer
2. Click the three dots next to the calendar you want to sync
3. Select “Settings and sharing”
4. Scroll to “Integrate calendar”
5. Copy the “Secret address in iCal format” URL
6. Important: Keep this URL secret – anyone with it
   can see your appointments

[SCREENSHOT: Google Calendar settings with ICS URL location]

Microsoft Outlook/Office 365:

1. Open Outlook Calendar on the web
2. Click “Settings” (gear icon)
3. Select “View all Outlook settings”
4. Go to “Calendar” → “Shared calendars”
5. Under “Publish a calendar”, choose your calendar
6. Copy the ICS link

[SCREENSHOT: Outlook calendar publishing settings]

Calendly:

1. Log into Calendly
2. Go to “Account” → “Calendar Connections”
3. Find your calendar feed
4. Copy the “iCal feed URL”

Other calendar systems:

Look for settings like: – “Export calendar” – “iCal feed” – “Calendar subscription” – “Share calendar URL” – “.ics link”

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Setting Up ICS Sync in Broadcaster

1. Go to Settings → Schedule Settings

2. Enable “ICS Calendar Sync”

3. Paste your ICS URL in the Calendar URL
   field

4. Choose sync frequency:

   • Twice daily (recommended) – Syncs at midnight and
     noon
   • Four times daily – Every 6 hours
   • Hourly – Every hour (use if you have frequently
     changing appointments)

5. (Optional) Set up exclusion rules:
   • Exclude personal events (e.g., “Dentist appointment”, “Lunch”)
   • Exclude team meetings that don’t involve clients
   • Pattern matching: Event titles containing specific words

[SCREENSHOT: Exclusion rules configuration]

6. Click “Save Settings”

7. (Optional) Test the sync:

   • Click “Sync Now” to run an immediate sync
   • Go to Schedule → ICS Feed to review imported
     events
   • Check for any skipped events

[SCREENSHOT: Manual sync button]

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Understanding ICS Sync Behavior

What gets imported: – Event title/summary – Start and end times – Event description/notes – Location/address – Attendee information (name, email, phone if available)

Client matching: Broadcaster tries to match appointments to existing contacts using: 1. Phone number (highest priority) 2. Email address 3. Exact name match 4. Fuzzy name + address matching

If no match is found and the event has contact info, a new prospect is created.

Event updates: – If an event in your calendar changes, the next sync will update it in Broadcaster – If an event is deleted from your calendar, it will be deleted from Broadcaster

Skipped events: Events may be skipped if: – No contact information (name, email, or phone) – Matches an exclusion rule – Duplicate event already imported – Invalid date/time format

Review skipped events: Schedule → ICS Feed

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Managing Exclusion Rules

Exclusion rules filter out events you don’t want imported.

Use cases: – Personal appointments: “Dentist”, “Haircut”, “Doctor” – Internal meetings: “Team standup”, “Weekly planning” – Holidays: “Day off”, “Vacation” – Recurring non-client events: “Lunch break”

How to set up:

1. Go to Schedule → ICS Feed (or from Schedule
   Settings)
2. Click “Manage Exclusion Rules”
3. Add a rule:
   • Pattern: The text to look for (e.g.,
     “Dentist”)
   • Case insensitive: Whether to ignore capitalization
     (recommended: Yes)
   • Enabled: Whether this rule is active
4. Click “Save Rules”

[SCREENSHOT: Exclusion rules management page]

Examples: – Pattern: lunch → Excludes “Lunch meeting”, “Team lunch”, “Lunch break” – Pattern: internal → Excludes any event with “internal” in the title – Pattern: personal → Excludes personal appointments you mark as such

Tips: – Start with a few rules and add more as needed – Review skipped events regularly to refine rules – Disable rules temporarily to test without deleting them

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Troubleshooting ICS Sync

“Failed to sync calendar” – Verify the ICS URL is correct (copy/paste again) – Check the URL is accessible (open in browser – should download .ics file) – Make sure URL hasn’t expired (some calendar services rotate URLs)

“No events imported” – Check your sync frequency hasn’t run yet – Click “Sync Now” to test immediately – Verify calendar has future events – Check exclusion rules aren’t filtering everything

“Events have wrong times” – Verify your timezone is set correctly in Settings → Company – Check your calendar’s timezone settings – Broadcaster converts times to your configured timezone

“Duplicate appointments created” – This can happen if you manually created appointments that also exist in your calendar – Broadcaster matches on external ID – if you imported via CSV, they’re separate – Consider using only ICS sync OR manual entry, not both

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CSV Contact Import

Bulk import your existing client list from a spreadsheet.

When to Use This Feature

Import contacts if: – You’re migrating from another CRM or system – You have an existing client list in Excel/Google Sheets – You want to avoid manual entry for many contacts

Import appointments if: – You have scheduled appointments in a spreadsheet – You’re not using ICS calendar sync – You want to pre-load your schedule

Preparing Your CSV File

File format: CSV (Comma Separated Values)

Download sample templates: 1. Go to Settings → Import 2. Click “Download Sample CSV” 3. Choose a template: – Full Contact – Contacts only, no appointments – External Appointments – Appointment-focused with client info – Mega Sheet – Contacts with multiple appointments each

Required columns: – First Name or Full Name – Phone or Email (at least one)

Recommended columns: – Last Name – Email – Phone – Tags (comma-separated) – Address – Postcode – Notes

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Importing Contacts

1. Prepare your CSV file:

   • Use a sample template as a guide
   • Ensure phone numbers include country code (+44 for UK)
   • Keep file under 5000 rows for best performance

2. Go to Settings → Import

3. Upload your CSV file:

   • Click “Choose File”
   • Select your prepared CSV
   • Wait for file upload

[SCREENSHOT: CSV file upload interface]

4. Map columns:
   • Match your CSV columns to Broadcaster fields
   • Required: First Name (or Full Name), Phone or Email
   • Optional: Map additional fields as available
   • Unmapped columns are ignored

[SCREENSHOT: Column mapping interface]

5. Preview and validate:
   • Review first few rows to ensure mapping is correct
   • Check for errors (invalid phone numbers, missing required
     fields)
   • Fix errors in your CSV if needed and re-upload

[SCREENSHOT: Import preview with validation]

6. Choose import options:
   • Update existing contacts: If phone/email matches,
     update their info
   • Skip duplicates: Don’t import if contact already
     exists
   • Delete contacts not in file: Remove contacts from
     Broadcaster that aren’t in CSV (⚠️ use carefully)
7. Confirm and import:
   • Click “Start Import”
   • Wait for processing (large files may take several minutes)
   • You’ll see a success message with count of imported contacts
8. (Optional) Save mapping configuration:
   • If you’ll import similar files regularly
   • Saves your column mapping for next time
   • Name it descriptively (e.g., “Monthly CRM export”)

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Troubleshooting CSV Import

“Invalid phone number format” – Include country code (+44, +1, etc.) – Remove spaces, dashes, parentheses (or Broadcaster will auto-clean) – Format: +447123456789 (UK example)

“Missing required field” – Every row must have First Name or Full Name – Every row must have Phone OR Email (at least one)

“Duplicate contacts” – Broadcaster matches on phone number or email – Choose “Update existing” to merge data – Choose “Skip duplicates” to avoid overwriting

“File too large” – Maximum 5000 rows per import – Split large files into smaller batches – Contact support for enterprise bulk imports

“Encoding errors (weird characters)” – Save your CSV as UTF-8 encoding – In Excel: File → Save As → CSV UTF-8 – In Google Sheets: Download → CSV

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Set Up Quick Replies

Create shortcuts for common responses in your manual messaging.

When to Use This Feature

Use quick replies for: – Common responses you type repeatedly – Your email signature – Standard phrases (“Thank you”, “You’re welcome”) – Frequently shared information (hours, pricing, location)

Different from Quick Reply System: This is for manual messaging shortcuts, not automated follow-ups.

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Creating Quick Replies

1. Go to Settings → Quick Replies

[SCREENSHOT: Quick Replies management page]

2. Click “Add Quick Reply”

3. Set up the quick reply:

   • Shortcut: The code you’ll type (e.g., “ty”, “sig”,
     “hours”)
   • Message: The full text to insert
   • Tags: Organize by category (optional)

[SCREENSHOT: Quick Reply creation form]

4. Examples:

Shortcut	Message	Use Case
ty	Thank you for your message!	Quick thanks
sig	Best regards, John Smith ABC Company +44 7123 456789	Email signature
hours	We’re open Monday-Friday 9am-5pm	Business hours
price	Our standard rate is £50/hour. Would you like to schedule a consultation?	Pricing inquiry
confirm	Your appointment is confirmed. We’ll send you a reminder the day before.	Appointment confirmation

5. Save

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Using Quick Replies

In Message Hub: 1. Start typing / (forward slash) 2. Type your shortcut (e.g., /ty) 3. Press Enter or click the suggestion 4. The full message text is inserted 5. Edit if needed and send

[SCREENSHOT: Quick reply autocomplete in Message Hub]

Search quick replies: – Type / then start typing to filter – Shows matching shortcuts as you type – Use arrow keys to navigate, Enter to select

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Configure AI Assistant (Growth Plan Only)

Teach the AI about your business so it generates better responses.

When to Use This Feature

Available on: Growth Plan only

Use AI Context if: – You want AI to suggest responses in your brand’s tone – You have specific products/services to mention – You have common FAQs the AI should know – You want consistent messaging across team members

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Setting Up AI Context

1. Go to Settings → AI Contexts

2. Add Company Information:
   • Business description (what you do)
   • Key products or services
   • Unique selling points
   • Common customer questions and answers

Example:

Business: We're a plumbing service in Manchester providing emergency
and scheduled plumbing repairs for homes and businesses.

Services:
- Emergency plumbing (24/7)
- Boiler installation and repair
- Leak detection and repair
- Bathroom installations
- Drain clearing

Common FAQs:
Q: Do you offer same-day service?
A: Yes, for emergencies we aim to arrive within 2 hours.

Q: What areas do you cover?
A: Manchester city center and 10-mile radius.

3. Set Tone of Voice:
   • Professional
   • Friendly
   • Casual
   • Formal
   • Custom description

[SCREENSHOT: Tone of voice settings]

4. Customize Quick Action Prompts:

Default prompts: – “Answer question” – “Request more information” – “Schedule appointment” – “Provide quote”

Customize for your business: – Add industry-specific prompts – Remove irrelevant ones – Rename to match your terminology

[SCREENSHOT: Quick action prompts configuration]

5. Save Context

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Using AI Assistant

In Message Hub: 1. Open a conversation 2. Click the AI Assistant button (sparkle icon ✨) 3. AI reads the conversation history and suggests a response 4. Review the suggested response 5. Edit as needed 6. Send

[SCREENSHOT: AI Assistant suggestion in Message Hub]

Quick actions: – Click a quick action prompt instead of “Generate response” – AI tailors response to that specific goal – Example: Click “Schedule appointment” → AI suggests times and asks for confirmation

Tips for better AI responses: – Provide detailed context about your business – Include common scenarios and how to handle them – Specify tone preferences clearly – Update context as your business evolves – Give feedback on poor AI suggestions (improves over time)

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Invite Team Members (Growth Plan Only)

Add other users to help manage messages and contacts.

When to Use This Feature

Available on: Growth Plan only

Invite team members if: – Multiple people need to handle customer messages – You want to delegate appointment scheduling – You need reception staff to manage contacts – You want admins to configure settings

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Understanding Roles

Permission	Owner	Admin	Staff
Send/receive messages	✓	✓	✓
Manage contacts	✓	✓	✓
View/manage schedule	✓	✓	✓
Configure templates	✓	✓	✗
Manage settings	✓	✓	✗
Invite users	✓	✓	✗
Manage billing	✓	✗	✗
Delete account	✓	✗	✗

Choose role based on: – Staff: Customer-facing team members who send messages – Admin: Managers who configure settings but don’t handle billing – Owner: Only the account owner (you)

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Inviting Team Members

1. Go to Settings → Team

2. Click “Invite User”

3. Enter invitation details:

   • Email address (where invitation will be sent)
   • Role (Owner, Admin, Staff)
   • Optional: Personal message to include

[SCREENSHOT: Invite user form]

4. Click “Send Invitation”

5. They receive email:

   • Link to accept invitation
   • Instructions to create account (if new) or log in (if existing)
   • Expires in 7 days

6. Once accepted:

   • They appear in your team list
   • Can log in and access based on role
   • You can change their role or remove them anytime

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Managing Team Members

Change someone’s role: 1. Go to Settings → Team 2. Find the user 3. Click “Edit” 4. Select new role 5. Save

Remove a team member: 1. Go to Settings → Team 2. Find the user 3. Click “Remove” 4. Confirm removal 5. They immediately lose access

Track team activity: – Message history shows who sent each message – Audit logs available (Owner only)

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Browser Notifications

Get notified when messages arrive, even when Broadcaster isn’t your active tab.

Setting Up Notifications

1. Go to Profile → Notifications

[SCREENSHOT: Notification settings page]

2. Enable browser notifications

3. Your browser will prompt for permission

   • Click “Allow”
   • If you click “Block”, you’ll need to enable in browser settings
     manually

[SCREENSHOT: Browser permission prompt]

4. Choose what to be notified about:
   • New messages from customers
   • Appointment reminders
   • Quick reply responses
   • Template approvals
5. Set notification preferences:
   • Play sound: Yes/No
   • Show message preview: Yes/No (Yes may show customer info in
     notifications)
   • Notification priority: All messages / Only when mentioned / Only
     high priority
6. Save Settings

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Testing Notifications

1. After enabling, ask a colleague to send you a test message
2. Or use a test WhatsApp number if available
3. Keep Broadcaster in a background tab
4. You should see/hear notification when message arrives

If notifications don’t work: – Check browser notification permissions – Check OS notification settings (Mac/Windows notification center) – Ensure Broadcaster is open in at least one tab – Try different browser (Chrome/Firefox work best)

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Two-Factor Authentication (2FA)

Add extra security to your account with authenticator app codes.

When to Use This Feature

Always recommended for all users, especially: – Account owners – Admin users – Anyone with access to sensitive customer data – If you access Broadcaster from public/shared computers

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Setting Up 2FA

1. Go to Profile → Security

2. Click “Enable Two-Factor
   Authentication”

3. Choose authenticator app (if you don’t have
   one):

   • Google Authenticator (iOS/Android)
   • Authy (iOS/Android/Desktop)
   • Microsoft Authenticator (iOS/Android)
   • Any TOTP-compatible app

4. Scan QR code:

   • Open your authenticator app
   • Tap “+” or “Add account”
   • Scan the QR code shown on screen
   • Or enter the text code manually if camera unavailable

[SCREENSHOT: 2FA setup with QR code]

5. Enter verification code:
   • App shows 6-digit code
   • Enter it in Broadcaster
   • Click “Verify and Enable”
6. Save backup codes:
   • Download or print backup codes
   • Store securely (NOT on your phone)
   • Use if you lose access to authenticator app

[SCREENSHOT: Backup codes display]

7. 2FA is now active

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Using 2FA to Log In

After 2FA is enabled:

1. Enter your email and password as normal
2. You’ll be prompted for 2FA code
3. Open your authenticator app
4. Find the Broadcaster account
5. Enter the current 6-digit code
6. Click “Verify”
7. You’re logged in

[SCREENSHOT: 2FA login code prompt]

Codes expire: Each code is valid for 30 seconds. If it expires while you’re typing, wait for the next code to appear.

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Troubleshooting 2FA

“Invalid code” – Make sure you’re using the latest code (they expire every 30 seconds) – Check your device’s time is synchronized (automatic time zone) – Verify you’re looking at the right account in authenticator app

“Lost access to authenticator app” – Use one of your backup codes to log in – Then you can disable 2FA and set up with new device – If you don’t have backup codes, contact support with identity verification

“Want to change authenticator app” – Log in (using current app) – Go to Profile → Security – Disable 2FA – Re-enable 2FA and scan with new app

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Next Steps

You’ve completed advanced setup! You’re now ready to:

• Use all Broadcaster features effectively
• Import existing data and history
• Integrate with your existing tools
• Collaborate with your team

Need help? See the FAQ or contact support.