This guide covers sending the same email to every reachable member of a client list.
It does not cover creating a list or changing its membership; see the Lists guides. One-to-one email, SMS and WhatsApp are covered in How to send a message to a client.
Before you start
Bulk sending in the current list screen is Bulk email. It does not send bulk SMS or WhatsApp, and it does not use message templates or merge fields.
Your organisation must have Lists switched on. The recipients are the members of the list at the time you send. Filters on the list page do not narrow the bulk email, and there is no recipient checkbox step inside the dialog.
Every reachable member receives the same subject and body. The app does not insert the client's name or other personal details, so write wording that makes sense unchanged for everyone.
Choose the list
In the Case Management sidebar, select Lists.
Open My lists or All lists.
Select the list you want.
Review its member count and member rows. Add or remove cases before sending if the membership is not right.
Select Bulk email.
The dialog says Send one email to every member of this list who has an email address on file.
Check who can receive it
Joy checks the list members for an email address before sending.
If everybody has one, it says All members of this list have an email address.
If anybody does not, an amber panel names them and says they will not receive this email.
The button count, Send to 1 member or Send to 5 members, includes only members with an email address.
Members hidden from you by caseload or case privacy are excluded from the bulk operation. The current bulk-email route does not perform a separate direct-contact consent check.
Write and send the email
Enter the Subject.
Enter the Message.
Check the number shown on Send to … members.
Select that button.
Both fields are required. The button changes to Sending... while Joy works through the reachable members one at a time.
Read the send summary
After processing, the dialog reports Accepted by the mail server for … members. This means the mail server took those emails; it does not confirm that each client received or opened one.
The same summary can also show:
Not sent (suppressed by messaging rules) with a count;
Failed for … followed by each client's name and the available reason;
Skipped (no email address) followed by the affected names.
Select Done when you have reviewed the result. If the whole operation cannot start, Joy shows Could not send bulk email with the error.
Check what actually went
Open each relevant client's Outreach tab to find the email and its delivery badge. A list member added through a case has the email linked to that case; a whole-client list member has it logged at client level.
Treat Accepted by mail server as an attempted send, not proof of receipt. Check for Delivered, Read, a link opening or a reply where you need stronger evidence, and follow up individual failures separately.