Skip to main content

Communication Management

Complete guide to managing communication channels in the Admin Panel.

Overview​

Communication management allows you to configure, monitor, and manage all communication channels including WhatsApp, SMS, Email, and IVR.

Channel Configuration​

WhatsApp Setup​

  1. Navigate to Settings → Integrations → WhatsApp
  2. Select provider (Meta or Gupshup)
  3. Enter credentials:
    • API key
    • API secret
    • Phone number ID
  4. Test connection
  5. Enable provider

SMS Setup​

  1. Navigate to Settings → Integrations → SMS
  2. Select provider (Twilio or Msg91)
  3. Enter credentials
  4. Test connection
  5. Enable provider

Email Setup​

  1. Navigate to Settings → Integrations → Email
  2. Select provider (Brevo or SendGrid)
  3. Enter credentials
  4. Test connection
  5. Enable provider

IVR Setup​

  1. Navigate to Settings → Integrations → IVR
  2. Configure Exotel
  3. Enter credentials
  4. Test connection
  5. Enable provider

Provider Health​

Health Monitoring​

  • Real-time health status
  • Response time monitoring
  • Error rate tracking
  • Automatic failover

Health Checks​

  • Provider connectivity
  • API availability
  • Rate limit status
  • Account status

Message Logs​

Viewing Logs​

  1. Navigate to Communication → Message Logs
  2. Filter by:
    • Date range
    • Channel
    • Status
    • Recipient
  3. View details
  4. Export logs

Log Details​

  • Message ID
  • Channel
  • Recipient
  • Status
  • Timestamp
  • Error details (if failed)

Template Management​

WhatsApp Templates​

  1. Navigate to Communication → Templates → WhatsApp
  2. View templates
  3. Submit new templates
  4. Track approval status

Email Templates​

  1. Navigate to Communication → Templates → Email
  2. Create templates
  3. Use variables
  4. Preview templates

Analytics​

Channel Performance​

  • Message volume by channel
  • Delivery rates
  • Cost analysis
  • Provider comparison

Reports​

  • Generate reports
  • Export data
  • Schedule reports

Best Practices​

  1. Multiple Providers: Configure backup providers
  2. Monitor Health: Regular health checks
  3. Review Logs: Regular log review
  4. Optimize Costs: Monitor usage and costs
  5. Template Management: Keep templates updated

Next Steps​

Need help? Check the FAQs or Contact Support