This guide covers sending the same email to every reachable member of a client list.
To use WhatsApp, see Send a bulk WhatsApp message from a list. To send later, use Schedule messages.
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
Your organisation must have Lists switched on. Bulk email does not use message templates or merge fields, and there is no bulk SMS.
The recipients are the members of the list at the time you send. Filters on the list page do not narrow the send, and there is no recipient checkbox step inside the dialog.
Every reachable member receives the same message. 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
You can start from either place; both open the same bulk-message dialog.
From the Lists screen:
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 (it opens the shared dialog, where you can still switch channel).
From Messages:
In the sidebar, select Messages, then select New message.
Choose A client list. A note reminds you this sends one message per reachable member, by email or WhatsApp — there is no bulk SMS.
Type part of the list's name — two or more letters, any capitalisation. Each result shows the list name and its member count.
Select the list. If your organisation does not have Lists switched on, the dialog says so instead of showing results.
Check who can receive it
Email is selected by default. Joy shows how many members have an email address — for example 3 of 5 members can receive this email. A client who belongs to the list both directly and through one or more cases still counts, and is emailed, once.
If everybody is reachable, the dialog says so.
If anybody is not, an amber panel names the members with no email address who will be skipped.
The button count, Send to 1 member or Send to 5 members, includes only reachable members.
Members hidden from you by caseload or case privacy are excluded from the bulk operation, as are discarded clients. The bulk routes do not perform a separate direct-contact consent check.
Write and send the message
Enter the Subject.
Enter the Message.
Check the number shown on Send to … members.
Select that button.
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. Accepted means the mail server took the message; it does not confirm that each client received or read it.
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 message and its delivery badge. A list member added through a case has the message linked to that case; a whole-client list member has it logged at client level.
Treat Accepted 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.
Related guides
Academy videos
Lists Feature: Bulk emailing with client lists
Sending a bulk email to a list, with the email coverage check