Broadcast

Broadcast: A broadcast is an internal message in the Agent and the Admin portals. It is a communication sent to multiple users or team simultaneously.

Access the Broadcast tab via Toku Admin Portal: Admin Portal> Broadcast. Page screenshot is available below:

To create a new broadcast message, click on the edit icon and you will have a "New broadcast message" screen like below:

Navigate to the ‘New broadcast message’ section:

• An admin user can select one or more Team from the dropdown option. The supervisor or admins will only see the teams to which they are assigned. Messages shown to an agent will be limited to those sent to the team of which the agent/admin is a member. 
• Set the date and time for as per broadcast message life. Start Date will define when the broadcast will be triggered to Team(s) while expiry date defines end date of the broadcast message.
• Set the priority of the message. By default, the system allows priority to be set to High, Medium, or Low.

• icon is available in the right top corner of the "New broadcast message" page for the admin user to cancel the new broadcast message creation.
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Formatting the Message Body:

1. Text Formatting: Broadcast message body supports Rich Text to be used.

Use the buttons to format your text:

• Bold : Highlight the text and click the ‘B’ button.
• Italic : Highlight the text and click the ‘I’ button.
• Underline : Highlight the text and click the ‘U’ button.
• Strikethrough : To indicate that something has been completed or is no longer relevant without actually deleting the text.
• Link : To attach any links/URL to the message if needed.
• A : To change the font colours.
• Attachment : To attach any file if required to the broadcast message. Guidelines on supported file formats and size is mentioned in the attachment popup.

2. Attachments:

• Click on the paperclip icon to attach files.
• Supported file types: .png, .jpg, .pdf, .docx, .xlsx.
• Maximum file size: 2MB per broadcast.

Message Status: There are three statuses in the broadcast:

• Live: Messages that are currently active and visible to recipients.
• Scheduled: Messages that are set to be sent at a future date and time.
• Expired: Messages that have passed their relevance date. Expired message will remain in the Internal Broadcast inbox up to 3 days past expiration.

Sending Messages: After composing and formatting your message, and adding any necessary attachments, click on the ‘Send’ button to broadcast your message. Page screenshot is available below:

Reuse Button: Purpose of button is to allow the admin users to reuse the existing broadcast message and re-initiate it after making necessary amendment. It is important to change the broadcast start date as past dates will not be allowed to trigger a new broadcast message.

Broadcast messages will be displayed at the top of every page i.e. in the banner until midnight of the day they are triggered or until the expiry date, whichever is earlier. However, all broadcast messages with an expiry date after midnight of the date they were sent will be available in the Internal Broadcast > Message section until expiry plus 3 days in the Admin portal.