Each channel is a first-class citizen. Gateway management, credential rotation, webhook routing, message logging, status callbacks, retry policy, and billing all share the same shape. Operators add a channel by configuring credentials in admin — no engineering required.
| # | Channel | Provider integration | Primary use cases |
|---|---|---|---|
| 01 | WhatsApp Business | Meta Cloud API · template review · webhook verification | Customer support, order updates, appointment reminders, two-way conversations. |
| 02 | Facebook Messenger | Meta Graph API · Page-level OAuth · subscription webhooks | Lead capture, support, in-Facebook commerce, Page reply automation. |
| 03 | Instagram Direct | Meta Graph API · IG Business linkage · story-mention events | Influencer outreach, comment-to-DM funnels, brand-side customer care. |
| 04 | SMS | Twilio · Vonage / Nexmo · Plivo · generic carrier APIs | OTPs, transactional alerts, last-mile delivery, low-bandwidth regions. |
| 05 | AWS SES · SendGrid · Mailgun · Postmark · generic SMTP | Receipts, newsletters, password resets, long-form support replies. | |
| 06 | Voice / SIP | SIP trunking · WebRTC · WSS softphone in browser | Inbound call routing, click-to-call, call recording, IVR flows. |
| 07 | LINE | LINE Messaging API · Official Account | Japan and SE Asia markets where LINE dominates daily messaging. |
| 08 | Telegram | Telegram Bot API · channel subscriptions | Crypto, gaming, and developer-heavy audiences; group broadcasts. |
| 09 | Viber | Viber Business Messages · Rakuten API | Eastern Europe, MENA, parts of APAC where Viber has share. |
| 10 | WeChat Official Account API · template messages | China-facing customer engagement; required for any mainland presence. | |
| 11 | Apple Business Chat | Apple Messages for Business | iOS-first audiences; Apple Pay integration in-thread for commerce. |
The dual ownership model — platform-owned shared pools where economy-of-scale matters, partner-owned dedicated connections where identity matters — is wired into the schema itself, not bolted on by application logic.
Operators provision shared gateways that any partner can use. Cost-aware routing picks the cheapest provider per destination country. Daily quotas enforced before dispatch.
Partners bring their own credentials. Access tokens, app secrets, and SMTP passwords are stored encrypted and never displayed back. Write-only inputs in the admin UI.
Every channel handles structured templates and rich media the same way — so your operators learn one workflow instead of eleven.
Category, language, and approval status all tracked in-platform. Submit, monitor, and version templates without leaving the admin UI. Variable substitution at send time with structured parameter passing.
Image, video, document, audio, and template buttons inline across all channels that support them. Media stored in CDN-fronted object storage; agents see thumbnails in the conversation timeline.
Reusable HTML body with plain-text fallback and reply-to override. Send-time variable substitution. Stored per-partner so brand-specific styling is preserved across teams.
Bring your credentials. We do the verification round-trip. You're sending before your standup tomorrow.