Communications overview
Use the right communication workflow
The Communications menu sits under Outreach in the sidebar. It contains four distinct operator tools. They share audiences and provider configuration in places, but they produce different records and outcomes. WhatsApp and SMS need the sms permission. Message campaigns and Promo banners need the campaigns permission.
| Tool | Best for | Key behavior |
|---|---|---|
| Immediate WhatsApp messages to selected/segmented subscribers | Uses the active WhatsApp provider; up to 480 characters; tracks send status in the channel log | |
| SMS | Immediate SMS to selected/segmented subscribers | Estimates recipients/segments/cost; supports templates, resend, and provider balance |
| Message campaigns | Scheduled or recurring SMS/email | Requires schedule; supports audience filters and recurrence; checked every 5 minutes |
| Promo banners | Visual placements on the captive portal | Tracks views/clicks; uses media/destination and run window |
Automated receipts, expiry notices, voucher delivery, bundle warnings, router alerts, outage notices, and sales reports are configured under Settings, not created as ordinary campaigns.
Before sending
- Confirm the active provider for the intended channel.
- Send a controlled test to a staff-owned address/number.
- Select the smallest correct audience.
- Review variables with a representative subscriber.
- Check SMS segment/cost estimate or provider quota.
- Confirm the sender ID/from number and legal/customer-consent requirements.
- Schedule in the account timezone.
Delivery interpretation
“Sent” can mean the provider accepted a request. Delivered/failed status depends on provider callbacks and handset/network reporting. Do not repeatedly resend every non-final record. Investigate the provider and recipient format first.
Protect customer data
Export/recipient lists and message histories can contain phone numbers, emails, names, account data, and message content. Limit access, avoid unnecessary sensitive details in messages, and never send passwords, OTPs, recovery codes, API secrets, or complete payment credentials.