MassivSend User Manual

Everything you need to know to manage your WhatsApp marketing, live chat inbox, team, and AI-powered campaigns — in one place.

Quick Start Guide

Follow these steps to get MassivSend up and running and send your first broadcast campaign.

1. Create your account Sign up at massivsend.vercel.app/app using your business email. A 15-day free trial is automatically activated.
2. Complete your profile Enter your business name, logo, and WhatsApp phone number on the Profile Setup screen.
3. Add contacts Navigate to Contacts and add recipients manually, or import them from a CSV file.
4. Sync your templates Open Templates and tap Sync from Meta. Only APPROVED templates can be used for broadcasts.
5. Launch your first broadcast Go to Broadcast, select a template, choose your recipients, preview, and send.
6. Monitor in Analytics Track delivered, read, and failed counts in real-time on the Analytics dashboard.

Contacts & Groups

Your contact database is the foundation of every campaign. Contacts (called recipients) are stored with their name and WhatsApp number. Groups let you segment them for targeted broadcasts.

Adding Recipients

1. Open ContactsTap the Contacts tab from the bottom navigation bar.
2. Tap the + buttonThe Add Contact sheet slides up. Enter the contact's full name and WhatsApp number.
3. Set WhatsApp numberToggle "WhatsApp number same as phone" if they differ. Enter a country code (e.g. +91) with the number.
4. SaveTap Save Contact. Duplicates are automatically rejected based on phone number.

Managing Groups

Groups allow you to batch-target specific segments of your audience in broadcasts.

• Create a group: Tap Groups tab → + New Group. Give it a name and choose a badge color for easy identification.
• Add contacts to a group: Open a group → tap Add Members → search and select contacts.
• Move contacts: Long-press a contact and use the Move to Group action.
• Remove from group: Open the contact's detail page → Remove from Group.
• Delete a group: Swipe left on the group in the list and tap Delete. Contacts in the group are not deleted.

Importing Contacts from CSV/Excel

1. Open ContactsTap the upload / import icon in the top-right corner.
2. Choose file formatSelect either CSV or Excel (.xlsx). Your file must contain at minimum a name and phone column.
3. Map columnsThe importer will show a preview. Match the file's column headers to the app's fields (Name, Phone, WhatsApp Number).
4. ImportTap Import Now. Duplicates are skipped automatically. A summary shows how many were added vs. skipped.

Template Builder

Templates are pre-approved message formats registered with Meta. You cannot send a broadcast without a Meta-approved template. The Template Builder lets you create, edit, and manage these templates directly in MassivSend.

Creating a Template

1. Navigate to TemplatesTap Templates in the sidebar or bottom navigation.
2. Tap + New TemplateThe template editor opens.
3. Set name and categoryTemplate names must be lowercase with underscores (e.g. summer_sale_offer). Choose MARKETING or UTILITY.
4. Choose a header typeSelect NONE, TEXT, or IMAGE for the message header.
5. Write the bodyType your message. Use {{1}}, {{2}} placeholders for personalization variables.
6. Add footer and buttons(Optional) Add a footer note and up to 3 quick-reply or call-to-action buttons.
7. Submit for Meta approvalTap Create & Submit. Meta reviews and approves templates, usually within minutes to 24 hours.

Using Variables (Personalization)

Variables let you personalize each message with the recipient's details. Use {{1}} for the first variable, {{2}} for the second, and so on.

Example body text:

When launching a broadcast, you will be prompted to map each placeholder to a field (e.g. Full Name → {{1}}, Order ID → {{2}}).

Header Types Explained

Syncing Templates from Meta

If you created templates directly in Meta Business Manager, tap Sync from Meta on the Templates screen. This fetches all approved, pending, and rejected templates from your connected WhatsApp Business Account.

Template Groups

Organize your growing library of templates by creating Template Groups (e.g. "Sales Scripts", "Support Replies"). Assign templates to a group from the template's detail page. During broadcast, you can filter the template picker by group.

Broadcast Campaigns

Broadcasts let you send personalized WhatsApp messages at scale using Meta-approved templates. Sending is handled server-side — you can close the app and the campaign continues running.

Launching a Campaign — Step by Step

1. Open BroadcastTap Broadcast in the navigation bar, then tap + New Campaign.
2. Name your campaignEnter a recognizable campaign name (e.g. "July Summer Sale"). This is for your internal reference only.
3. Select a template Search or browse by Template Group. Only APPROVED templates appear. Tap a template to preview it.
4. Choose recipients Add contacts one-by-one, select an entire group, or use the AI Campaign Optimizer to target a smart segment (e.g. "Likely to Buy"). A count badge shows how many are selected.
5. Map variables For each {{N}} variable in your template, choose the source field (e.g. Full Name, Custom Text). Preview updates in real-time.
6. Upload header image If your template uses an IMAGE header, upload or paste an image URL here.
7. Launch or Schedule Tap Send Now for immediate delivery. Tap Schedule to pick a future date and time.

Scheduling a Campaign

Instead of sending immediately, you can schedule a campaign for a future date and time — useful for time-zone-aware targeting or planned sale announcements.

• Scheduled campaigns appear in the Broadcast list with a SCHEDULED status.
• The server automatically processes scheduled campaigns at the correct time without you needing to be logged in.
• To cancel a scheduled campaign, open it from the list and tap Cancel Schedule.

Track Campaign Status

Every campaign has a live status that updates in real time on the Broadcast list and detail page.

While a campaign is PROCESSING, a real-time progress bar shows sent / total and failed / total counts live on screen.

Live Chat Inbox

The Live Chat Inbox is a real-time WhatsApp-Web style interface where incoming messages from all your contacts appear. You and your team can reply directly, share media, and manage conversations.

Replying to Messages

• Click/tap a chat thread on the left sidebar to open it.
• Type your reply in the text box at the bottom and press Send or hit Enter.
• WhatsApp's 24-hour policy applies: if a customer has not sent a message in the last 24 hours, you must use an approved template to initiate a new conversation.
• Tap the Template button to send a template message instead of free text.

Sending Images, Documents & Videos

• Image: Tap the image icon → select from your device → image is uploaded to secure storage and sent instantly.
• Document: Tap the attachment icon → select a PDF, Word, or other document.
• Video: Tap the video icon → pick a video file from your device.
• Product Catalog Card: Tap the store icon to send a product catalog item from your linked Meta Commerce catalog.
• WhatsApp Flow: Tap the flow icon to send an interactive form (e.g. appointment booking form) inline in the chat.

Reading Receipts & Status Ticks

Each outbound message shows a delivery status tick in the bottom-right corner of the bubble:

Assigning Leads to Agents

When you have a team of support or sales agents, you can assign individual chat threads to a specific team member. The agent will then only see chats assigned to them.

1. Open a chat threadClick on a conversation in the sidebar to open the chat window.
2. Find the Assign Agent chipIn the top header bar of the chat, tap the Assign Agent chip (next to the contact name).
3. Select a team memberA dropdown shows all active team members along with their role names. Select the agent to assign this lead to.
4. ConfirmationA success toast confirms. The sidebar chat tile now shows the agent's name badge next to the message preview.

Filtering & Searching Chats

• Use the search bar at the top of the sidebar to filter chats by contact name or phone number.
• Use the segment filter chips (e.g. All, Unread, Groups) to narrow down the chat list.
• Filter by a specific Recipient Group to see only chats from contacts in that group.

Lead Sharing

To share a lead's contact details and recent conversation summary with a colleague or sales channel:

1. Open the chatTap the menu in the top-right of the chat.
2. Tap Share LeadThe app formats the last few messages into a clean summary text.
3. Share via WhatsApp or CopyChoose to send via WhatsApp, SMS, email, or copy to clipboard.

Deleting Chat History

To delete all messages in a thread:

1. Open the chatSelect the conversation thread you want to clear.
2. Tap the delete iconTap the icon in the top menu bar of the chat view.
3. Confirm deletionConfirm in the dialog. All messages and stored media for this contact are deleted immediately.

To delete a single message, long-press it in the chat bubble and confirm deletion.

Auto-Reply Rules

Auto-Reply Rules let you respond to incoming WhatsApp messages automatically 24/7 — no manual intervention needed. When a contact sends a message containing a keyword you've set up, MassivSend instantly replies with your configured response.

Creating a Keyword Rule

1. Navigate to Auto-ReplyGo to Settings → Auto-Reply or find the Auto-Reply section under the Analytics tab.
2. Tap + Add RuleA dialog box opens.
3. Enter the trigger keywordThis is the word or phrase that will trigger the auto-reply (e.g. "price", "hours", "help"). Matching is case-insensitive and fuzzy — "pricing" will also match "price".
4. Write the reply messageEnter the automatic response text. You can use multiple lines.
5. Enable and SaveToggle the rule Active and tap Save.

Managing Existing Rules

• Enable/Disable: Toggle the switch next to any rule to activate or pause it without deleting.
• Edit: Tap the pencil icon to modify keyword or response text.
• Delete: Tap the trash icon. There is no confirmation — deletion is immediate.

Interactive FAQ Bot

The FAQ Bot sends a numbered menu to any customer who types a trigger word (e.g. help or faq). The customer replies with a number to get the answer for that specific question. It works entirely inside WhatsApp — no links, no app, no agent required.

Example Flow

Setting Up the FAQ Menu

1. Go to FAQ SettingsNavigate to Settings → FAQ Bot.
2. Set the trigger wordChoose a word that activates the menu (default: faq or help).
3. Add FAQ itemsEach item has a Question Label (shown in the menu) and an Answer (sent when the number is replied). Tap + Add Item to add more.
4. Compile & SaveTap Compile Menu. The system formats the items into a numbered menu automatically.
5. TestSend the trigger word from any WhatsApp to see the bot in action.

AI Copilot

The AI Copilot is a conversational assistant powered by Google Gemini. It specializes in helping you solve WhatsApp Business API problems, configure webhooks, understand error codes, and navigate Meta's developer ecosystem — directly within the app.

Using the Copilot

1. Open AI AssistantTap the AI Assistant icon in the navigation bar.
2. Ask a questionType your question in plain language (e.g. "Why is my webhook not receiving messages?" or "What does error code 131047 mean?").
3. Read the responseThe Copilot answers using its built-in knowledge base of Meta API documentation and WhatsApp Business guides.

AI Mode: Cloud vs Custom

AI Campaign Optimizer

The Campaign Optimizer analyzes all historical messaging data from your account and uses AI to help you send the right message to the right contact at the right time. It segments your contacts, surfaces engagement patterns, and generates AI-written growth audit reports.

Contact Segments

The optimizer automatically classifies every contact into one of 6 data-backed segments:

Using the Optimizer

1. Open Campaign OptimizerNavigate to Analytics → Campaign Optimizer.
2. View segment breakdownCards at the top show how many contacts are in each segment with actionable descriptions.
3. Check activity chartsBar charts show hourly and day-of-week engagement patterns across all your contacts to pinpoint peak send times.
4. Browse per-contact detailsThe contact list below shows each recipient's best send hour, reply rate, and personalization note.
5. Generate AI Growth AuditTap Generate AI Report. Gemini analyzes all segment data and writes a detailed Markdown report with strategic recommendations.
6. Launch a targeted campaignTap Start Campaign for [Segment] to open the Broadcast page pre-loaded with only that segment's contacts.

Campaign Analytics

The Analytics dashboard gives you a complete overview of all broadcast campaigns — from delivery rate to per-recipient breakdowns.

Key Metrics

PDF & CSV Reports

• PDF Report: Tap the PDF icon on any campaign's detail page. A branded, professionally formatted report is generated with charts and per-recipient tables. Share it directly via WhatsApp or email.
• CSV Export: Tap the CSV icon to export a spreadsheet with full per-recipient delivery status. Import into Excel, Google Sheets, or your CRM.

Campaign History

The Campaign History tab lists all past broadcasts sorted newest-first. Tap any campaign to view:

• Full delivery breakdown with animated pie chart
• Per-recipient delivery log (Name, Number, Status, Timestamp)
• Template used and variable mappings
• Failure reason per failed recipient

Team Management

Team Management lets you onboard employees as sub-accounts under your workspace. Each employee inherits your verified Meta API configuration but operates with a separate login and configurable access rules.

Inviting a Team Member

1. Go to Team ManagementNavigate to Settings → Team Management.
2. Tap + Add MemberA form opens requesting the employee's name, email, phone, and a temporary password.
3. Assign a roleChoose from your existing custom roles (e.g. "Support Agent", "Sales Rep"). If no role exists yet, create one first.
4. Create AccountTap Create Member. The employee receives an email invite and can log in at massivsend.vercel.app/app.

Creating Custom Roles

Roles are bundles of permissions that control what a team member can see and do inside MassivSend.

1. Open Team ManagementGo to Settings → Team Management → Roles tab.
2. Tap + New RoleEnter a role name (e.g. "Support Agent", "Marketing Manager", "Sales Rep").
3. Toggle permissions Turn individual permission switches on or off. See the Permissions Reference below for details on each toggle.
4. Save RoleTap Save. The role is now available to assign to team members.

Assigning a Role to a Member

1. Open Team Member ListGo to Settings → Team Management.
2. Tap on a memberOpens the member's detail view.
3. Change RoleTap the Role dropdown and select a new role. Tap Save Changes.

Role changes take effect immediately on the employee's next action in the app.

Assigning Leads to Team Members

Lead assignment controls which chat conversations a team member can see and reply to in the Live Chat inbox.

1. Open a Chat ThreadNavigate to Live Chat and open any conversation.
2. Find the Assign Agent chipLook for the Assign Agent pill button in the top header of the open chat.
3. Choose an agentThe dropdown shows all team members along with their role name in brackets (e.g. "Nitika (Support Agent)").
4. Confirm assignmentTap to select. A success toast appears and the sidebar chat tile now displays the agent's name badge.

How "Assigned-Only" Chat Isolation Works

When a role has the can_view_assigned_chats_only permission enabled:

• The employee's Live Chat sidebar only shows contacts that have been assigned to them.
• They cannot see conversations from other contacts, even if those contacts exist in the same workspace.
• Message isolation is enforced at the database layer using Row-Level Security (RLS) — the employee's session literally cannot query other contacts' messages.
• The workspace owner/admin always sees all chats regardless of assignment.

What Employees Can and Cannot See

Permissions Reference

Each permission can be toggled per role. Here is what every permission controls:

Removing a Team Member

1. Open the member's profileGo to Settings → Team Management → tap the member.
2. Tap Remove MemberConfirm in the dialog. The employee's account is deactivated and they will no longer be able to log in.

All leads previously assigned to that member become Unassigned automatically.

WhatsApp Flows

WhatsApp Flows are interactive native forms that appear directly inside the WhatsApp chat thread. Use them for appointment bookings, lead registrations, feedback surveys, or any structured data collection — without sending the user to an external website.

Creating a Flow

1. Open FlowsNavigate to Flows from the main navigation.
2. Tap + New FlowEnter a name and select a category (e.g. Appointment Booking, Lead Generation).
3. Design the JSON SchemaUse the built-in JSON editor to define your flow's screens and input fields following Meta's Flow specification format.
4. Save as DraftFlows start as DRAFT. You can edit and preview at any time.
5. Publish to MetaTap Publish. Meta reviews the flow and marks it PUBLISHED when approved.

Sending a Flow in Live Chat

Once a flow is published, you can send it to any contact directly from the Live Chat window:

1. Open a chatSelect any active conversation in the Live Chat inbox.
2. Tap the Flow buttonFind the icon in the message input area toolbar.
3. Select a published flowChoose from your published flows. Add an optional body text and button label.
4. SendThe recipient sees a button inside the WhatsApp chat. Tapping it opens the native form inside WhatsApp.

Settings & Profile

The Settings section covers all workspace-level and personal configurations.

Profile Settings

• Full Name: Update your display name across the app.
• Phone Number: Your primary contact number.
• Profile Photo: Upload a profile photo (stored securely in Supabase Storage).
• AI Mode: Switch between Cloud (default) and Custom API Key for the AI Copilot.
• Change Password: Update your account password.

WhatsApp API Settings

MassivSend provides two onboarding modes to connect your Meta WhatsApp Business API accounts. Team members and employee accounts cannot view this configuration; it is restricted to the workspace owner.

• Embedded Signup (Quick Setup - Recommended):

  Connect your business page in seconds. Click Connect with Meta to open a Meta-hosted onboarding popup, create your WhatsApp Business Account (WABA), verify your phone number via SMS/Voice, and link the profile automatically to MassivSend in one tap — no developer setup required.

• Manual Setup:

  For custom developer integrations. Manually enter your permanent Meta System User Access Token, Phone Number ID, and optional WABA ID to bind custom application permissions.

Notification Settings

• Toggle push notifications for new incoming WhatsApp messages.
• Toggle in-app toast notifications for real-time alerts.

Data & Privacy

• Export Data: Download all your contacts and campaign history as a CSV.
• Delete Account: Submit a deletion request. Your account and data are soft-deleted and permanently removed within 30 days.

Auto-Delete Engine

To keep your database clean and compliant with your plan retention limits, MassivSend automatically runs background cleanup jobs that delete old messages and media: