---
schema_version: "1"
id: df08e3a63b73763e03574df907c4fbf47b0fe62127cb75aac47bedc6ea8db71a
title: Send a Broadcast Communication from an Incident or Change Request
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_broadcast_comms_send.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_send.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 22b70731c7fe1d131f73a71f42866886039ab0071a46cdfd19aac5db261dca2a
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d81052e74">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81052e74 ">To send a broadcast communication:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81052e74 ">
              <p>IT Fulfiller permission set</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Broadcast Communication Sender permission set license</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81052e74 ">To draft broadcast messages with AI:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81052e74 ">Prompt Template User</td>

          </tr>
        </tbody>
      </table>

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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_setup.htm&release=264.0.0&type=5 "Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests.").

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.

1. Open the incident or change request whose users you want to notify.
2. Click **Start Broadcast Communication**.
    
    The **New Broadcast Communication** window opens.
3. 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.
4. On a channel's tab, complete the fields, write the message, and save the changes.
    1. 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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_setup.htm&release=264.0.0&type=5 "Before you start using the Slack apps for Agentforce IT Service, complete the basic setup required to connect your Salesforce org to your Slack workspace.").
    2. 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.
    3. 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.
5. 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.
6. 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.