# Sending bulk messages

> With bulk messaging, you can send messages to multiple channels at the same time, while tailoring your message for each channel. 

Source: https://help.kustomer.com/en_us/bulk-messaging-rJk3YIYzm

Last updated: 2026-02-09T22:03:33.634Z

You can communicate with and manage customers in bulk across multiple channels. With bulk messaging, you can send messages to multiple channels simultaneously while tailoring your message for each channel. You can perform any combination of the following bulk operations with a single click:

*   Send a unique email
*   Send a unique SMS
*   Send a unique chat
*   Create a unique note

For example, you could send a bulk email message to your customers about shipping delays due to a storm and provide a note for users to read internal-only context about how to communicate with customers if they respond.

**Who can access this feature?**

**User types**

Available to all users. Custom user roles where bulk messaging is turned on.

  

### In this article

*   [When is bulk messaging allowed in Kustomer](#when)
*   [Bulk messaging and HIPAA compliance](#hipaa)
*   [Select customers for bulk messaging](#Selecting)
*   [Compose your bulk message](#Composing)
*   [Send a bulk message from a CSV](#csv)

### 

### When is bulk messaging allowed in Kustomer?

Kustomer bulk messaging is intended for use when updating your customers about operational updates, service notifications, and customer-wide announcements. Kustomer is not a dedicated automated marketing platform for bulk messaging, and does not include A/B testing tools or deliverability analysis. 

Examples of bulk messaging allowed in Kustomer include: 

*   Alerting users of shipping delays due to a storm.
    
*   Alerting customers of outages affecting service
    
*   Announcing a change in policy or terms. 
    

GDPR and CAN-SPAM requirements must be met when bulk messaging with the Kustomer platform. All emails must include:

*   A valid unsubscribe mechanism.
    
*   Accurate sender info.
    
*   Proper handling of opt-outs.
    

For service-oriented bulk messaging, use Kustomer. For bulk email marketing campaigns, use a dedicated marketing platform. 

### Bulk messaging and HIPAA compliance

****Note:**** While we recommend these best practices, your legal team is the best resource to give you compliance advice for your specific situation.

We suggest that your security/privacy teams review any bulk messaging that may include PHI.

Avoid using Kustomer for bulk messaging where HIPAA compliance is required.

Kustomer HIPAA guidance also requires the platform security configurations (SSO/RBAC, auditing, encryption) referenced in the BAA. Bulk messaging depends on delivery providers that must also be HIPAA compliant.

Channel

Allowed for HIPAA customers?

Conditions / Notes

Email

❌ Not HIPAA compliant

Postmark is not HIPAA compliant, and customers cannot use Gmail for bulk emailing. 

SMS

⚠️ Conditional

Any SMS usage that may include PHI requires your team's review. 

  
A single misconfigured provider can potentially expose PHI to many recipients. 

### Select customers for bulk messaging

To send a bulk message to a group of customers:

1.  Go to **Searches**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8e3051df8f4f9c4c3e069d21face275e.png).
2.  Select the search query you want to use to select the customers, or create a new search query to segment the customers you want to message.
3.  Select the customers you want to message. If you want to select all of them, select the first checkbox in the column to select all the customers in that search.  
    **Tip:** Selecting this checkbox will select customers across all pages.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/5ed967c3e478cc6253a17f0c81f00dc4.png)
4.  Select **Bulk Message**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a8dd238ccbf2ad4a0f038207b527acdf.png)in the toolbar.
5.  Select at least one channel you want to send a bulk message to. The available options are:
    *   Email. This option is not supported if you use Gmail to send emails.
    *   SMS
    *   Chat
    *   Note

**Note:** Sending bulk messages via WhatsApp is not supported in Kustomer. This limitation exists because [WhatsApp's terms of service prohibit bulk or automated messaging](https://faq.whatsapp.com/5957850900902049/?helpref=hc_fnav).

### Compose your bulk message

Once you select the channel(s) to which you want to send a bulk message, you can start composing your message. If you plan on sending a bulk email message, we highly recommend looking at Postmark’s Bulk Messaging Best Practices article to ensure your messages reach your customers and prevent spam complaints. Too many spam complaints can cause your access to bulk messaging to be suspended, which is outside Kustomer's control.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/bcc61e94d8a2c6936db278f268344d5b.png)

The following fields and options are available. Please note that your options may change based on the selected channel.

*   **Assigned User(s)**  
    Assign conversations to a specific user to ensure that they are routed to the correct user when a customer replies.  
    
*   **Assigned Team(s)**   
    Assign the conversations to a specific user to ensure they are routed to the correct team when a customer replies.  
      
    
*   **Conversation Tags**  
    Add specific tag(s) to the conversation. This is helpful for search segmentation and reporting. For example, you can create a tag named "Order Replacement" and build a report on it.  
      
    
*   **From**  
    The email address or phone number from which the message is sent. This field is not available for Notes.
    
    **Note:** You cannot send a bulk email if you are using Gmail to send emails.
    
*   **HTML Template**  
    Select an email template to send. The template can either be the email design or the actual canned message. This option is only available for email.  
      
    
*   **Message**  
    The area for you to compose your bulk message. You can format your message with basic formatting options using the text editor and personalize your messages using [shortcuts](https://help.kustomer.com/en_us/creating-shortcuts-BymTcNSU) and [snippets](https://help.kustomer.com/en_us/text-snippets-SJ5f74uxm). You can also attach images (.gif, .jpg, .png) and attachments to your bulk message if you are using Twilio (MMS) and Postmark (email). Individual files cannot exceed 5MB per file. The total attachment size cannot exceed 9.5MB total.  
      
    
*   **Queue**  
    Transfer the conversations to another queue.
    
    **Note:** Transferring a conversation to a different queue will unassign it from its current user.
    
*   **To**  
    How many customers will receive your message.  
      
    
*   **Status**  
    Change the status of the conversation once it is created. This allows you to change a conversation status from Open to Closed and ensures that these messages don't appear in searches for users to work on.  
      
    
*   **Subject**  
    Subject line for your message.

If you have the [outbound chat](https://help.kustomer.com/outbound-chat-SJuFzbXV9) feature turned on, you will see the following additional options when sending a bulk chat message:

*   **Message type**  
    Select between composing your custom chat message or using the conversational assistant.   
      
    
*   **Brand**  
    Specify which brand the message is coming from.  
      
    
*   **Assistant**  
    Specify which conversational assistant to use. This option is only available if the [outbound chat](https://help.kustomer.com/outbound-chat-SJuFzbXV9) feature is turned on.  
      
    
*   **Starting dialog**  
    Specify what dialog from the conversational assistant to bulk send to customers.

Once you are done composing your messages, select **Continue**

**Notes:** 

*   You can not edit a bulk message once it is sent. 
*   Read receipts are not available on bulk messages.

Confirm there are no further edits, and select **Send** to send your messages.

### Send a bulk message from a CSV

If you'd like to send out a bulk message to a list of users on a CSV, you can import your data with the [CSV uploader](https://help.kustomer.com/en_us/import-data-from-csv-ryqe2tWlc). 

1.  Go to **Settings** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/72be9e0c8260440e359d6a86ce6ae41f.png)**\> Administration > Data Import**.
2.  Select **Add Import > CSV** and select **Next**.
3.  Review the preparation tips and then proceed to step 2.
4.  Name the import and then select **Import new data and update existing data**.
5.  Select **Customers** from the drop-down menu and then **Save and Continue**.
6.  Upload the CSV file and then proceed with the import.

The new import will open a newly created search. You can then send bulk messages to customers in that search.