Messaging providers
Every message the platform sends on your behalf — receipts, status updates, sign-in codes, campaigns — goes out through a provider account that belongs to you. This page covers what each type needs.
Supported: Twilio, Telnyx and SMSLink.
What you need from the provider: account credentials, and a sender — a number or, in countries that allow it, an alphanumeric sender ID.
Things that catch people out:
- Sender registration takes time. Many countries require a registered sender before any message will be delivered. Start this before you plan a launch around SMS, not after.
- SMS costs per message and per country. A broadcast to a large audience is a real bill; check your provider’s rates before sending to everyone.
- Long messages split. Anything over one segment is charged as several messages. Keep campaign copy short.
Supported through Twilio. WhatsApp requires pre-approved templates for anything you send outside an active conversation, which the provider registers for you. Approval takes days and the template wording cannot be changed afterwards without re-approval — write it carefully.
Supported: Twilio and Telnyx. Voice is mainly used to place a call for an order that has gone unanswered, so it reaches a kitchen where nobody is watching a screen.
Supported: SendGrid, or your own SMTP server.
Whichever you use, deliverability rests on domain authentication. Publish the records the provider asks for (SPF, DKIM and a DMARC policy) before sending anything at volume — mail from an unauthenticated domain goes to spam, and a reputation is much harder to repair than to establish.
Your sender name, reply-to address, logo and footer links are set separately, in the email branding section of Brand settings.
Push notifications go through OneSignal, configured with your app credentials rather than in the integration list, because push is tied to the mobile apps themselves rather than to a outlet.
Push is the cheapest channel by a wide margin and the only one with no per-message cost — but it only reaches customers who installed the app and allowed notifications, so it is a complement to SMS and email rather than a replacement.
Which channel for what
Section titled “Which channel for what”| Purpose | Channel |
|---|---|
| Order receipts and status | Push first, SMS as the fallback |
| Sign-in codes | SMS — reliable and immediate |
| Campaigns to everyone | Push where you have it, email for detail |
| Time-critical offers | SMS, sparingly — it is the most expensive and the most intrusive |
| Anything long, visual or itemised |
Consent
Section titled “Consent”Customers control which channels may market to them, per channel, and that is honoured automatically on every campaign. Transactional messages about an order the customer placed are separate from marketing consent.
You do not filter for consent yourself, and you should not try to — the per-channel opt-out is what keeps you compliant and out of spam folders.
Troubleshooting
Section titled “Troubleshooting”| Symptom | Likely cause |
|---|---|
| SMS delivered nowhere | Sender not registered for that country, or credentials wrong |
| SMS works in one country only | Sender registration is per country |
| Email goes to spam | Domain authentication is missing or incomplete |
| Campaign sends but receipts do not | Per-purpose flags — see Integrations overview |
| Push reaches almost nobody | Push only reaches installed apps with notifications allowed; check the opt-in rate |
| WhatsApp messages rejected | The template is not approved, or has been edited since approval |
| A customer received nothing on any channel | They have opted out of marketing on every channel — that is by design |
Related: Integrations overview · Customer communications · Broadcast · Marketing Autopilot
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