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Set up channels and templates

Get your outgoing channels and a message template ready so the platform can write to your members. It takes about 30 minutes.

Before you start
  • Permissions: Channels, Creating channel, Message templates and Creating template · Edition: all (WhatsApp requires Growth or Enterprise).
  • For WhatsApp, connect it first. For Telegram, a bot created with @BotFather.
  • A loyalty programme to link the channel to.

1. Create a channel​

Go to Marketing › Channels › Channels and click Create New.

  1. Enter the Name and choose the Channel: Email, WhatsApp, Telegram, SMS, Push or InApp. It can't be changed later.
  2. Set the Priority among channels of the same type.
  3. Choose the Loyalty Programme and leave Active ticked.
  4. Fill in the details specific to the type (see below) and click Save.
TypeWhat to fill in
WhatsAppNothing to paste: WhatsApp connection shows Connected after the Meta sign-up.
TelegramBot Token and Webhook Secret. The token comes from @BotFather.
Email, SMS, Push, InAppConfiguration (JSON) with the provider's settings. If you don't have them, ask support.

Members link Telegram by sending /start and their code to the bot.

2. Mark the default channel​

Under Marketing › Channels › Channels, open Actions on the channel's row and click Set as default (untranslated). It is used when no other rule picks a channel. It only appears on active channels.

3. Create a template​

Go to Marketing › Messaging › Templates and click Create New.

  1. Enter the Name and choose the Channel and the Message Type, for example RaffleWinner.
  2. Enter the Subject if it is an email.
  3. Write the Body in Markdown. Click a variable, such as {{FirstName}}, to insert it.
  4. Click Preview (untranslated) and check the result.
  5. Optional: restrict the template with Loyalty Programme or Campaign, and set the Language Code.
  6. Leave Active ticked and click Save.

Create one template per channel: each channel suits its own tone and length. An inactive template isn't used.

WhatsApp

To write first on WhatsApp you also need a template approved by Meta. Create it under Marketing › Channels › WhatsApp onboarding, in the Message templates section, with Create template. See WhatsApp.

4. Understand which channel will be used​

If a message doesn't set a channel, the platform chooses among the active channels the member has accepted. Each message type has its own order. A transactional notice tries SMS, Push, WhatsApp and Email; a promotion, Push, WhatsApp, Email and Telegram. The member's preferred channel wins within that order.

The order can't be edited from the interface. Each member manages their preferences from their portal.

Check that it works​

  • Under Marketing › Channels › Channels, the channels appear as active and one carries the Default label.
  • The template shows the preview with the variables replaced.
  • After a real send, open Marketing › Messaging › Messages: the Delivery Status column shows how it went. If it fails, look at Marketing › Messaging › Communication Errors.
Consent

Marketing messages only reach members who have accepted them. An inactive channel receives no sends.

Next steps​