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Outbound

Slack broadcasts

Send announcements to Slack channels, schedule delivery, and handle replies from the Inbox.

Written By Markus Palm

Last updated About 7 hours ago

Overview

Slack broadcasts send one-time announcements to connected Customer or Community channels. Use them for product announcements, service notices, or customer updates.

Before you start, connect Slack and add the channels you want to reach.

Create a Slack broadcast

1

Choose the channels

  1. Go to Dashboard → Outbound

  2. Click 'New Message' and choose 'Slack broadcast'

  3. Open Channels, then click 'Select channels'

  4. Choose 'Pick channels', select the channels, and click 'Save selection'. Or choose a saved Slack channel segment

You can send to at most 500 channels. A dynamic segment is resolved when delivery starts, so check its rules before scheduling. Channels that join the segment afterward do not receive that broadcast.

2

Write the message

  1. Open Content and write the announcement

  2. Under From, choose the sender

  3. Under Assign replies to, choose the teammate or team that should handle replies

  4. Turn on Let Fibi answer if you want Fibi AI Agent to answer eligible replies

Broadcasts post through the Slack app. Choosing a teammate uses their name and image where Slack supports custom senders. Otherwise, the message uses the Slack app profile.

3

Preview and send

  1. Click 'Preview in Slack' and choose your Slack DM or a connected channel

  2. Connect your personal Slack account if prompted, then send the preview

  3. Check the message in Slack

  4. Choose an immediate start or a future date in the scheduling settings

  5. Click 'Send now' or 'Schedule' and confirm the details

A channel preview is visible only to you. A DM preview stays in your message history.

Check delivery and replies

Open the broadcast's More options menu and choose 'Delivery'.

  • Delivered: Slack accepted the message

  • Pending: Delivery is queued, running, or waiting for an automatic retry

  • Failed: Delivery failed or the channel was skipped. Read the reason shown

Delivered does not mean that every channel member has read the message. For a failed delivery, use the displayed reason to check channel access and connection problems. Avoid sending the whole broadcast again while delivery is still pending.

When support synchronization is enabled, eligible thread replies open conversations in the Inbox. They use the broadcast's assignment and Fibi settings, subject to Fibi's Slack access rules. The reply metric counts channels with a reply, not individual messages.

Change or stop a broadcast

You can edit a draft or scheduled broadcast before sending starts. Once it starts, its content and audience are locked.

Pause permanently stops delivery to remaining channels. Messages already posted stay in Slack, and their threads can still receive replies.

Important: Deleting a broadcast does not remove its Slack messages. It deletes its delivery records and analytics, and new replies no longer open Inbox conversations through that broadcast. Use Pause to stop remaining delivery.

FAQs

Slack broadcasts use one default-language version. They do not choose a separate translation for each channel member.

Yes. A Customer or Community channel can still receive broadcasts while the Featurebase app remains in the channel. Its replies do not synchronize to the Inbox while support synchronization is disabled.

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