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Send a Broadcast Communication from an Incident or Change Request
Send a broadcast communication directly from an incident or change request. Choose the channels to send on, add a message for each one, and send them together in a single broadcast.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To send a broadcast communication: | IT Fulfiller permission set AND Broadcast Communication Sender permission set license |
| To draft broadcast messages with AI: | Prompt Template User |
Your admin turns on Broadcast Communications and enables the channels you can use. If no channels are enabled, you can't send a broadcast. See Set Up Broadcast Communications.
You send a broadcast from an incident or a change request. Each channel you select has its own tab, and a channel's fields become available only after you select that channel. Complete one channel at a time, and click Done to save each channel before you move to the next.
- Open the incident or change request whose users you want to notify.
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Click Start Broadcast Communication.
The New Broadcast Communication window opens.
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Under Select the channels for this broadcast, select the channels to send
on.
Select Email, Microsoft Teams, Slack, or In-app, or select All. A channel's fields become available only after you select it. You see only the channels that your admin enabled.
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On a channel's tab, complete the fields, write the message, and save the changes.
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Complete the channel's fields, such as the recipients and subject.
On the Slack tab, the recipient dropdown lists Slack channels only for a sender whose Salesforce user is mapped to a Slack account. If you don't see Slack channels, sign in as a Slack-mapped user. See Set Up Slack for IT Services.
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In the Message field, write the update, or click Draft
with AI to generate one.
Generative AI can produce inaccurate responses. Review and edit the message before you send it. The message can be up to 5,000 characters.
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Click Done to save the channel.
If you don't click Done, the channel isn't saved and the broadcast isn't sent on it.
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Complete the channel's fields, such as the recipients and subject.
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Repeat for each other channel you want to broadcast on.
To reuse content from a channel you already completed, click Duplicate message & recipients here on the new channel's tab.
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Click Send Broadcast.
The broadcast is sent, and it appears on the record's Communications tab.
To review the broadcasts sent for a record, open the Communications tab. Each update shows its channel, recipients, subject, and message. To find a specific update, filter by channel—All Updates, Email, In-app, Slack, or Microsoft Teams—or search.
