Considerations for Broadcast Communications

General Considerations

• You can have up to 100 broadcast topics with a Broadcast Reason of Incident Communication.

Broadcast Alerts

• To send broadcast alerts, grant incident managers the Run Flows permission.
• To send broadcast alerts to groups, you can assign a broadcast topic to only public groups and queues.
• If the broadcast topic is assigned to a queue, the user sending the broadcast alert must belong to the assigned queue.
• A broadcast alert can be sent to a maximum of 10,000 users at one time. If the limit is exceeded, remove assigned groups from the desired broadcast topic.
• The Incident Alerts All tab’s All Incidents default list view can take up to 48 hours to be created in your org. Users can see an error in the interim.
• Custom list views added to the Incident Alerts All tab must be based on Incident, and must be public or shared.
• If a user adds a custom field to the Incident Alerts All tab list view or updates the Incident object, pressing the Refresh button in the Incident Alerts utility doesn’t show the change. To see changes at the object level from the utility, refresh the browser.
• If a list view is added to the Incident Alerts All tab, it can’t be deleted. To delete it, first change the All tab list view.
• The Incident Alerts All tab list view shows changes in sorting to the list view upon browser refresh only.
• If the Incident Alerts All tab list view is updated, the browser must be refreshed.

Broadcast Emails

• Broadcast emails with a contact list created from related cases or products have the same mass email daily send limit as list emails. This limit is typically 5,000 email recipients per day. To increase the broadcast email send limit up to a maximum of 10,000 recipients, contact Salesforce Customer Support. To send emails to more than 10,000 related contacts, create a custom contact list view.
• To send a broadcast email, users must have Read access to Contacts.
• To send a broadcast email to related case contacts, at least one case with a contact must be related to the incident.
• To send a broadcast email to related product contacts, the incident must relate to at least one asset with a product and contact or an account with a primary contact.
• To send a broadcast email to related product contacts, the product must be active.
• To send a broadcast email to a product’s Account primary member, users must have the “Allow users to relate a contact to multiple accounts” setting enabled.
• To relate an asset to the incident or to see the Related Assets or Products related list, users must have at least Read access to Assets.
• To relate a product to the incident or to see the Related Assets or Products related list, users must have at least Read access to Products.
• If a product without an asset is related to an incident, the Related Assets or Products related list Asset column is left blank.
• If a user doesn’t have access to Assets, the Related Assets or Products related list Asset column and record number are hidden.
• If a user doesn’t have access to Products, the Related Assets or Products related list Product column and record number are hidden.
• If a product with an associated asset is related to an incident, only the Product column is populated in the Related Assets or Products related list.

Broadcast Slack Messages

• To send broadcast Slack messages, grant users the Run Flows and Send Custom Notifications permissions.
• You can assign a broadcast topic to only one Slack channel at a time. To assign a broadcast topic to multiple Slack channels, repeat the process.
• To send broadcast Slack messages, you can assign a broadcast topic to only public channels.
• Sending a broadcast Slack message shares incident record information with all channel members, regardless of their Salesforce permissions.
• You can send a broadcast Slack message to only the channels that you’re a member of.
• Broadcast Slack messages are sent in the language of the user who sends it.
• Users can select a broadcast Slack message template under certain conditions. There must be at least one custom notification type that’s based on Incident and uses the Service for Slack app. The person executing the flow must have access to this custom notification type.
• Slack supports a broadcast Slack message with a title of up to 150 characters and a body of up to 3,000 characters for custom templates. If a custom broadcast Slack message template contains merge fields where the populated data exceeds those limits, an error occurs.
• If a broadcast Slack message fails to update or delete for one of multiple associated Slack channels, the action can’t be completed.
• Broadcast Slack messages can’t be deleted or updated if the message was already deleted or it previously failed to send, update, or delete.
• A broadcast Slack message preview for custom templates doesn’t always match the final message sent in Slack. For example, Slack markdowns can differ and custom template buttons don’t appear in the preview message.

Broadcast Site Banners

• To add broadcast site banners, grant users the Run Flows permission.

• To add a broadcast site banner, the running user must be a member of the banner’s Experience Cloud site.
• To let users see an Experience Cloud site’s broadcast site banner, set the Broadcast Communication Audience sharing default to Public Read Only. See Set Your Internal Organization-Wide Sharing Defaults

• Site visitors can view the broadcast site banner if their Experience Cloud user license supports Cases. The following user licenses are supported for broadcast site banner viewing.

  • Authenticated Website
  • Channel Account
  • Customer Community
  • Customer Community Login
  • Customer Community Plus
  • Customer Community Plus Login
  • Customer Portal Manager
  • Customer Portal Manager Custom
  • Customer Portal Manager Standard
  • Gold Partner
  • High Volume Customer Portal
  • Limited Customer Portal Manager Custom
  • Limited Customer Portal Manager Standard
  • Overage Customer Portal Manager Custom
  • Overage Customer Portal Manager Standard
  • Overage High Volume Customer Portal
  • Partner
  • Partner Community
  • Partner Community Login

  The following user licenses aren’t supported for broadcast site banner viewing.

  • Bronze Partner
  • External Apps Login
  • External Apps Member
  • External Identity Login
  • Limited Customer Portal Manager Custom
  • Media Base PSL
  • Platform Portal
  • Silver Partner