Marketing and Communications

What this page is for

Communications manages channel accounts, sender identities, templates, campaigns, automations, suppression, provider health, and failed delivery queues.

Who should use it

Marketing, sales, manager, owner

Where to find it

/communications, /campaign, /automation

Before you start

• Communications, retail, and reports flow completion gate.
• Communications drawer modes are Channel Account, Sender Account, Template, Thread Message, Opt-Out, Facebook Lead, Campaign, Campaign Detail, Campaign Segment, Campaign Blackout, Library Automation, Custom Automation, Automation Detail, and Automation Action Config.
• The growth workspace has three route modes: Communications for provider health and manual messaging, Campaign for planned audience sends, and Automation for trigger-driven journeys.
• Hero actions change by route: Communications shows Add account, Campaign shows Create campaign, and Automation shows Create automation. More Actions contains refresh and route-specific creation tools.
• Communications summary tiles should be reviewed before sending because provider failures, dead letters, and disabled senders affect every downstream message.
• Channel account setup must come before sender account, template, thread message, campaign, or automation usage.
• Provider account actions are Verify and Sync, and staff should not send customer messages until provider health and sender identity are connected.
• Create provider account first, then sender, then template, then campaign or automation.
• Channel Account fields are Provider, Channel Type, and Account Name in the communications overlay. Deep credentials are managed in Admin integration settings.
• Provider choices are SES, SMTP, MSG91, Exotel, Meta WhatsApp, and Facebook Leads. Channel Type choices are Email, SMS, WhatsApp, and Facebook Leads.
• Sender Account fields are Channel Account, Channel, Label, Sender Value, and Default sender.
• Template fields are Channel, Event, Name, Sender Account, Provider Account, Subject Template, and Body Template.
• Template guardrails require selected sender/provider channel to match the template channel. WhatsApp templates require a connected WhatsApp provider account.
• Thread Message fields are Existing Thread, Person ID, Channel, Subject, and Body.
• Opt-Out fields are Person ID, Channel, and Reason. Channels are Email, SMS, and WhatsApp.
• Facebook Lead intake fields are External Lead ID, Full Name, Phone, Lead Form Name, Page Name, and Facebook Account.
• Respect opt-outs and quiet hours. Suppression exists to prevent accidental messaging.
• Use templates for consistency but do not send irrelevant content to broad segments.
• Health Monitor shows health checks, sync logs, and dead letters. Dead letters show queue name, reason, and status and should be reviewed before assuming a provider or automation is healthy.
• Notification Preferences rows show event label/key, enabled toggle, and audience scope. Audience scope can be Self or All.
• Staff Notifications and Announcements can be marked read from Communications; they are staff-facing alerts, not customer marketing.

Daily workflow

• Check connected providers and dead letters before a campaign.
• Build audience by segment, filter, required opt-ins, source, stage, tags, and client state.
• Preview audience, select template/sender/provider, schedule or send, then monitor delivery.
• When a channel fails verification or has dead letters, fix provider credentials/template/sender first instead of retrying the same campaign repeatedly.

Watch out

• Do not use marketing channels for payment collection promises unless the message links to the official payment link.

Related help

• Use the left menu to open related pages in Troubleshooting.
• Use Ask Docs for questions that are already covered in this public documentation.