A broadcast is useful when you need to start a conversation with many customers at once: a renewal reminder, an event invitation, a service update or a relevant offer. But sending the message is only the first half of the job. When someone replies, your team needs to know who they are, why they were contacted and what to do next.

CXBOX HUB connects outbound campaign management with a Zendesk-based customer service operation. It supports audience segmentation, WhatsApp template campaigns and campaign reporting, while the CXBOX HUB listing in the Zendesk Marketplace describes its Zendesk and messaging-channel integration.

What you need before sending

• A connected setup: a CXBOX HUB account, the relevant Zendesk integration and a WhatsApp Business channel configured for the campaign.
• An eligible audience: contacts with valid WhatsApp numbers and the appropriate consent to receive messages from your business. A phone number in a spreadsheet alone does not establish opt-in.
• An approved template: business-initiated WhatsApp messages use approved message templates. Choose the correct purpose and category for the message.
• A plan for replies: decide which team owns responses, what context agents need and what should happen after a customer answers.

How the workflow works

1. Connect WhatsApp, CXBOX HUB and Zendesk

   Complete the channel and Zendesk integrations in CXBOX HUB. Confirm that customer messages can reach the intended team before launching a campaign. Integration steps and available features depend on your account configuration and plan.

2. Choose the people you want to reach

   Use customer information available through the connected environment, or import an eligible contact list into CXBOX HUB where appropriate. Create a segment around a real business reason to contact customers, such as contracts approaching renewal. Check consent and remove invalid or excluded contacts before sending.

3. Prepare the WhatsApp message template

   Write a message that makes the reason for contact clear and gives the customer an easy next step. CXBOX HUB describes two template workflows: create a template within CXBOX HUB or create it in Meta and sync it back. Wait for approval and verify the final template before using it in a campaign.

4. Create and launch the campaign in CXBOX HUB

   Select the WhatsApp channel, your audience and approved template. Review the recipient segment, message variables, links and timing. Send immediately or schedule it where your configuration supports scheduling. Start with a small internal test so you can check how the message and its reply path appear.

5. Work the replies in Zendesk

   When customers respond, the connected workflow can bring the conversation to your service team in Zendesk. Make sure agents can recognize the campaign and handle questions, objections or requests to stop receiving messages. Review campaign results alongside the conversations that followed.

A practical example: policy renewal outreach

Suppose an insurance team wants to remind customers whose policies are approaching renewal. It selects eligible customers, uses an approved WhatsApp template with a clear renewal prompt and sends the campaign through CXBOX HUB. One customer asks about coverage; another requests a call. Their responses become conversations for the team to handle in Zendesk, where an agent can continue the discussion rather than treating the broadcast as the end of the journey.

The same pattern can apply to appointment reminders, event follow-ups or customer re-engagement. The segment, consent and message category should fit the actual use case.

What “from Zendesk” means here

The title reflects a Zendesk-connected operation. CXBOX HUB is the campaign layer where the audience and broadcast are managed; Zendesk is the workspace where your team handles connected customer conversations. If you are looking for a native Zendesk broadcast button, that is not the workflow described in this article.