Channel Management Feature¶

Overview¶

Channel Management enables businesses to connect and configure multiple messaging channels (WhatsApp, Messenger, Instagram, Telegram, TikTok, Email, LinkedIn, Shopify Inbox) in one place. SMS is supported for outbound broadcasts and sequences only. Channels can be added, configured, activated/deactivated, and monitored for performance.

Features¶

1. Supported Channels¶

1. WhatsApp Lite (AppGain): - QR code authentication - Phone number messaging - Media support (images, videos, documents) - Delivery and read receipts - Template messaging - Link shortening - Warming campaigns

2. WhatsApp Cloud (Meta): - Meta WhatsApp Business API integration - OAuth authentication via Facebook or manual entry with a System User token - Approved template messaging - Rich media support - Interactive buttons - Delivery and read receipts - Business verification

Connecting a number that doesn't show in the Facebook wizard? It is almost always a system-user / partner WABA. See WhatsApp Cloud — manual connection with a system user.

3. Facebook Messenger: - Facebook Messenger API integration - OAuth authentication - Page connection - Quick replies - Buttons and carousels - Media support - Typing indicators

4. Instagram Direct Messages: - Instagram Graph API integration - OAuth authentication - Business account connection - Media support - Story mentions - Direct messaging - Message requests

5. Telegram: - Telegram Bot API integration - Bot token authentication - Sticker support - Poll support - Media support - Group messaging - Channel broadcasting

6. TikTok: - TikTok Business API integration - OAuth 2.0 authentication - Video messaging - Media support - Business account features - Automatic token management

7. Email: - SMTP integration - Email sending - Email receiving - HTML email support - Attachment support - Email threading

8. LinkedIn: - OAuth authentication - Direct messaging (inbound and outbound) - Post publishing via the LinkedIn v202401 API - Business/organization account connection

9. Shopify Inbox: - Custom Shopify app integration - Store chat handled in the unified inbox - Inbound messages via the Shopify Inbox webhook - Outbound replies from ConnectGain

10. SMS: (outbound broadcast / sequences only — not in the unified inbox) - SMS gateway via Appgain Notify (VictoryLink provider) - Character limit management (160 / 1600 concatenated) - Delivery tracking - Link shortening

11. Web Push Notifications: - Web Push API support - Background notifications (works when app is closed) - Android support (Chrome, Firefox, Samsung Internet) - iOS support (Safari PWA, iOS 16.4+) - Automatic subscription management - VAPID key authentication - Service worker integration - Notification click handling

12. ShrinkIt Push Notifications: - Push notification support - Mobile app integration - Notification delivery

2. Channel Configuration¶

Configuration Options: - Channel name - Channel-specific settings - API credentials - Webhook URLs - OAuth integration (Facebook, Instagram) - QR code authentication (WhatsApp Lite)

3. Channel Status¶

Status Management: - Active - Channel enabled and receiving messages - Inactive - Channel disabled - Connected - Channel authenticated - Disconnected - Channel not authenticated

4. Channel Statistics¶

Statistics Display: - Messages sent/received - Conversation count - Response time - Channel performance - Status indicators

5. OAuth Integration¶

OAuth Channels: - Facebook Messenger - Instagram - WhatsApp Cloud (via Facebook)

OAuth Flow: - Initiate OAuth connection - Redirect to provider - Handle callback - Store credentials - Verify connection

6. WhatsApp Lite Setup¶

Setup Features: - QR code authentication - Phone number configuration - Sender ID configuration - Warming campaigns - Connection status

7. Channel Management¶

Management Features: - Add new channels - Edit channel settings - Delete channels - Toggle channel status - View channel details - Monitor channel health

8. Multiple Channel Support¶

Multi-Channel Features: - Multiple channels of same type - Channel-specific naming - Independent configuration - Separate statistics - Individual status control

Use Cases¶

Use Case 1: Connect WhatsApp Lite¶

Scenario: Business wants to connect WhatsApp Lite channel.

Steps: 1. Go to Settings → Channels 2. Click "Add Channel" 3. Select "WhatsApp Lite" 4. Enter channel name 5. Configure sender ID and phone number 6. Scan QR code or enter credentials 7. Verify connection 8. Activate channel 9. Test by sending message

Expected Outcome: WhatsApp Lite channel connected and active.

Use Case 2: Connect Facebook Messenger¶

Scenario: Business wants to connect Facebook Messenger via OAuth.

Steps: 1. Go to Settings → Channels 2. Click "Add Channel" 3. Select "Facebook Messenger" 4. Click "Connect via Facebook" 5. Authorize ConnectGain 6. Select Facebook Page 7. Verify connection 8. Activate channel 9. Test by receiving message

Expected Outcome: Facebook Messenger connected via OAuth.

Use Case 3: Configure Multiple WhatsApp Channels¶

Scenario: Business wants multiple WhatsApp Lite channels for different departments.

Steps: 1. Add first WhatsApp Lite channel: "Sales WhatsApp" 2. Configure and activate 3. Add second WhatsApp Lite channel: "Support WhatsApp" 4. Configure and activate 5. Verify both channels active 6. Check channel statistics separately 7. Test messages on both channels

Expected Outcome: Multiple WhatsApp channels configured independently.

Use Case 4: Monitor Channel Performance¶

Scenario: Business wants to monitor channel statistics.

Steps: 1. Go to Settings → Channels 2. View channel statistics 3. Check messages sent/received 4. Review response times 5. Monitor channel status 6. Identify performance issues 7. Take corrective action

Expected Outcome: Channel performance monitored and optimized.

Test Cases¶

Test Case 1: Add Channel¶

Test: Verify channel addition

Steps: 1. Go to Settings → Channels 2. Click "Add Channel" 3. Select channel type 4. Enter channel name 5. Configure settings 6. Save channel 7. Verify channel appears in list 8. Verify channel status

Expected Result: Channel added successfully

Test Case 2: Activate/Deactivate Channel¶

Test: Verify channel toggle

Steps: 1. Add channel 2. Verify default status 3. Toggle channel active 4. Verify status changed 5. Toggle channel inactive 6. Verify status changed 7. Check channel behavior

Expected Result: Channel activation toggle works correctly

Test Case 3: OAuth Connection¶

Test: Verify OAuth flow

Steps: 1. Add Facebook Messenger channel 2. Initiate OAuth 3. Complete authorization 4. Select page 5. Verify connection 6. Check credentials stored 7. Test message receiving

Expected Result: OAuth connection successful

Test Case 4: Channel Statistics¶

Test: Verify statistics display

Steps: 1. Add channel 2. Send test messages 3. Receive test messages 4. View channel statistics 5. Verify counts correct 6. Check response times 7. Monitor updates

Expected Result: Statistics display correctly

Test Case 5: Delete Channel¶

Test: Verify channel deletion

Steps: 1. Add channel 2. Verify channel exists 3. Delete channel 4. Confirm deletion 5. Verify channel removed 6. Check related data

Expected Result: Channel deleted successfully

API Integration¶

Create Channel¶

Endpoint: POST /rest/v1/channel_accounts

Request:

{
 "organization_id": "org-uuid",
 "name": "Sales WhatsApp",
 "type": "WHATSAPP_LITE",
 "settings": {
 "sender_id": "123456",
 "phone_number": "+1234567890"
 },
 "is_active": true
}

Update Channel¶

Endpoint: PATCH /rest/v1/channel_accounts/{id}

Request:

{
 "is_active": false
}

Get Channels¶

Endpoint: GET /rest/v1/channel_accounts

Query Parameters: - organization_id - Filter by organization - type - Filter by channel type - is_active - Filter by status

Best Practices¶

Channel Setup
Use descriptive channel names
Configure settings completely
Test connections before activating
Verify webhook configuration
Channel Management
Monitor channel status
Review statistics regularly
Update credentials when needed
Deactivate unused channels
Security
Store credentials securely
Use OAuth when available
Rotate credentials regularly
Monitor for unauthorized access
Performance
Monitor channel performance
Optimize message delivery
Handle errors gracefully
Maintain channel health

Troubleshooting¶

Channel Not Connecting¶

Issue: Channel fails to connect

Solutions: - Verify credentials correct - Check API permissions - Review connection logs - Test credentials manually

Messages Not Receiving¶

Issue: Messages not appearing in inbox

Solutions: - Verify webhook configured - Check channel status (must be active) - Review webhook logs - Test webhook endpoint

OAuth Errors¶

Issue: OAuth connection fails

Solutions: - Verify app permissions - Check redirect URLs - Review OAuth logs - Re-authorize if needed

Last Updated: January 2025