Broadcast stuck
It's been "Running" for a long time
A broadcast sends steadily, not all at once. Big audiences take time: roughly a few minutes for 1,000 contacts and up to an hour for 10,000. The Delivery bar and the Sending now box update as it goes. See Limits and pacing.
If nothing has changed for a long time:
- Refresh the page.
- Click Recipients. If people are moving from Pending to Sent or Failed, it's still working.
- If retries are on, a completed broadcast goes back to Running for a short while about 30 minutes after failures, while it tries those people again. That's normal.
- If everyone is Failed with a token or permission error, the number's connection has stopped working. See Token expired.
If it's truly stuck, contact us with the broadcast name. You can also click Cancel to stop it and send a new broadcast to the people who missed out. See Retries and cancelling.
It's still "Scheduled" after its time
A scheduled broadcast starts within a few seconds of its time. If it's well past and still Scheduled:
- Did you delete the segment it used? A scheduled broadcast can't start if its segment no longer exists. Cancel it and create a new one.
- Was the time in a different time zone? The time is your computer's time when you scheduled it. Check the date and time shown under the broadcast's name.
- Otherwise, contact us.
Messages are stuck on "Sent"
Sent means WhatsApp accepted the message; Delivered comes when it reaches the phone. Some people stay on Sent for hours because their phone is off.
If almost everyone is stuck on Sent for more than an hour, KiliChat probably isn't getting delivery updates from Meta. The same problem usually stops customers' replies from arriving too. Admins: check Settings → WhatsApp connection, especially Subscribed to webhooks and Meta is reaching this server. See Number not receiving messages.
The messages were most likely delivered; KiliChat just hasn't been told. Once the connection is fixed, new updates come through.
Lots of people are "Skipped"
Skipping is on purpose: they opted out, are blocked, or (for a regular message) wrote more than 24 hours ago. See Why didn't some contacts get it?.
The Send broadcast button is greyed out
See Why is the Send broadcast button greyed out?.
I clicked Cancel by mistake
Cancelling can't be undone. People already sent to have their message. Make a new broadcast for the rest, using Leave some people out to skip anyone who got it. Tip: tag the people who got the first one from the Contacts page first.