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Set up delivery channels

Connect a brand to the email and SMS providers that carry its transactional messages, then verify delivery with a test message.

A channel is one brand's connection to a messaging provider. Once a channel is configured and enabled, the platform uses it to deliver that brand's templated emails and text messages.

Prerequisites

  • You are signed in to the Backoffice with a role that grants permission to manage channels.
  • You have selected the workspace of the firm whose brand you want to connect.
  • You have an account with the messaging provider you plan to use, and its credentials to hand.

How providers are chosen

When you create a channel you pick a provider from a platform-managed catalog — the list of supported email and SMS providers your platform makes available. You do not add providers yourself; you configure a channel instance for your brand from one of the catalog entries.

Some catalog entries arrive with their connection details already filled in, so you only need to supply your own account credentials.

Create a channel

  1. In the left sidebar, open Channels.
  2. Click New Channel.
  1. Under Provider, choose the catalog entry that matches the messaging service you have an account with.
  2. Under Brand, choose the brand this channel serves. A channel must be bound to a brand when you create it.
  3. Enter a Name you will recognize in the list, and an optional Description.
  4. Click Create.

The new channel opens ready for you to fill in its capabilities and credentials.

Note

Each brand can have only one channel per capability — one email channel and one SMS channel, for example. If you try to create a second channel of the same capability for the same brand, the platform rejects it. Configure the existing channel instead.

Configure a channel

Open a channel from the list to edit it. The detail page has three tabs.

General

  • Name and Description — the labels shown in the channel list.
  • Brand — the brand this channel serves. You can reassign it here.
  • Enabled channels — check the message types this channel should carry (email, SMS). You can only enable the types the chosen provider supports; unsupported types are shown crossed out and cannot be turned on.

Configuration

Enter the connection details and credentials your provider requires — for an email provider, the address it sends from and its sign-in credentials; for an SMS provider, its API credentials and sender identity. The exact fields depend on the provider you chose.

Warning

Many providers reject an account's ordinary sign-in password for automated sending and require a dedicated application credential instead. If your test message fails to authenticate, check your provider's requirements for automated or "app" credentials.

Test

Once you have saved the channel, send a real test message to confirm it delivers:

  1. Save any pending changes first — the test uses the saved configuration.
  2. Enter a test recipient — an email address for an email channel, or a phone number for an SMS channel.
  3. Click Send test. A banner reports whether the message went out or why it failed.

How a message finds its channel

When the platform sends a brand's message, it looks first for a channel bound to that brand. If the brand has no channel of the needed type, it falls back to a firm-wide channel where one exists. Binding each channel to its brand keeps delivery predictable.

Delete a channel

On the channel's General tab, click Delete and confirm. Messages already sent are unaffected; future messages for that brand and capability will have no channel until you configure another.