Sending Bulk Messages (Campaigns)
Send one email or text message to many customers, leads, or technicians at once by selecting them in a list and using the bulk Send Email or Send Text actions.
Bulk messaging may need to be enabled for your company, and your user account needs the broadcast permission for the group you are messaging (customers, leads, or technicians). If you do not see the options described here, contact your administrator.
How do I send a message to many customers at once?
Select the customers in the Contacts list, then use the bulk action bar that appears at the bottom of the screen.
- Go to the Contacts page. Use the toggle at the top to choose Customers or Leads.
- Narrow the list with search and filters until it shows the people you want to reach.
- Check the box on each row you want to include. The checkbox in the header selects every row that matches your filters, including rows that haven't loaded yet.
- A dark pill-shaped bar appears at the bottom of the screen showing how many rows are selected. Click Send Email or Send Text.
Send Email and Send Text only work when every selected row has loaded. See Why can't I send a text to all my selected customers?
- The Pulse Connect drawer opens. Check the boxes for the channels you want — you can send Email, SMS, or both in the same campaign. You can also add an internal Note / Open Ticket to every selected record at the same time.
- Pick a template from the dropdown, or write your message from scratch. For email, a subject line is required.
- Use the merge fields panel to insert placeholders like a first name. Each recipient gets their own personalized copy — the placeholders are filled in per person when the message goes out.
- Click the Send via Pulse Connect button. The campaign is queued and sends in the background, so you can keep working.
The same flow works on the Technicians page for messaging your staff, and on the dispatch board for messaging the customers attached to selected jobs.
A single broadcast can include up to 5,000 recipients. If you click Send twice by accident, Pulse detects the duplicate and shows "This message is already being sent" instead of sending twice.
Where does the message actually go?
For each selected person, the email goes to their primary email address on file, and the text goes to their cell phone number on file. Recipients who have no email address on file are simply skipped on the email leg, and recipients with no cell phone are skipped on the SMS leg — the rest of the campaign still sends.
Why can't I send a text to all my selected customers?
Send Text and Send Email only work when every selected row has loaded. If you used the header checkbox and it selected rows that haven't loaded yet, the bar shows "Bulk actions unavailable for unloaded rows" in place of the buttons.
To send to everyone you selected:
- Narrow your filters until every match fits on one page. You can show up to 200 rows per page. Then use the header checkbox.
- Or check the rows one at a time.
What about the "Create Campaign" button?
Some companies see a Create Campaign button on the Contacts page. It does not open a separate campaign builder — it opens a short Campaigns in Pulse guide that walks through the row-selection method above and links to the Customers, Leads, Jobs, and Technicians list pages. If you used campaigns in the previous MaidCentral, this is where to start: each V2 campaign type maps to one of those list pages.
How do I see exactly who will receive it before sending?
The audience is exactly the rows you selected — no more, no less. Pulse does not add or remove anyone behind the scenes, with two exceptions: people missing contact info for a channel are skipped on that channel, and unsubscribed contacts are not messaged.
Before you click Send, this is the honest picture of what Pulse shows you:
- Customer and lead campaigns: Pulse does not currently show a per-recipient preview list inside the send drawer. The selected row count on the bulk action bar is your audience. If you need to confirm who has an email or phone number on file, check those columns in the Contacts list before selecting.
- Technician campaigns: the drawer shows a live count — how many selected technicians have an email, how many have a phone, and how many are unsendable on both channels. You can also open a Preview panel that renders your exact message (with merge fields filled in) against the first selected technician.
- Single recipient: when you message one person, the composer shows the message with their real merge values filled in, and lets you pick which of their email addresses or phone numbers to use.
If a mass email seems to reach fewer people than expected, the most common reason is recipients with no email address on file — they are skipped silently. Sort or filter the Contacts list by the email column before selecting to catch gaps up front.
How do I check what a campaign actually did after sending?
Open Campaign History. On the Contacts page it is next to the Create Campaign button; on the Technicians page it is in the toolbar.
The history drawer lists every manual broadcast sent from your branch, newest first, with:
- Date / Time and Created By — when the campaign was queued and who sent it
- Subject and a short Body preview
- Status — where the campaign is in its lifecycle
- Recipients — how many people were selected
The status values mean:
| Status | Meaning |
|---|---|
| Queued | Accepted and waiting for the background sender to pick it up |
| In Progress | Currently sending to recipients |
| Complete | The sender finished working through the recipient list |
| Aborted | The campaign was stopped before finishing |
| Duplicate | Detected as a repeat of a campaign already in flight |
| Failed | An unrecoverable error stopped the campaign |
Complete means the campaign finished processing — not that every message was delivered. A recipient with a bad email address or an unreachable phone can still fail individually. To check delivery for a specific person, open their conversation in Pulse Connect: every campaign message is logged in the recipient's own message thread with a delivery status. See Message Delivery Status for what those statuses mean.
Pulse does not currently offer a per-recipient delivery report for a whole campaign in one screen — checking delivery is done per person, in their conversation thread.
If a campaign sits in Queued or In Progress far longer than expected and no recipients have received anything, contact support with the campaign's date, time, and subject from Campaign History. Do not re-send the same campaign repeatedly while it shows In Progress — that risks duplicate messages once it recovers.
Tips and Best Practices
- Use templates. Templates keep wording consistent and fill in the subject line for you. If you edit a loaded template, a "modified" indicator shows you have strayed from the saved version, and you can reset back to it.
- Watch the SMS length estimate. Merge fields like names expand when the message sends. The composer estimates the post-merge length so you know how many text segments each recipient will receive.
- Respect opt-outs. Contacts marked Unsubscribed are excluded from sending. See Opt-Outs and Resubscribing.
- Start small. For a first-time template, send it to yourself or one test customer before selecting hundreds of rows.
Related Articles
- Pulse Connect (Messaging) - One-on-one conversations, templates, and scheduled messages
- Message Delivery Status - What Sent, Delivered, and Failed mean
- Opt-Outs and Resubscribing - Why some contacts cannot be messaged