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Multi-Channel Messaging Guide

Overview

ConnectGain supports 10 messaging channels, allowing businesses to communicate with customers through their preferred channels. All channels are unified in a single inbox, providing a seamless customer communication experience.

Supported Channels

1. WhatsApp Lite (AppGain)

Authentication: - QR code authentication - Phone number messaging - Session-based connection

Features: - Media support (images, videos, documents) - Delivery and read receipts - Template messaging - Link shortening (optional) - Warming campaigns - Phone number messaging

Use Cases: - Customer support - Order confirmations - Appointment reminders - Marketing campaigns

Setup: 1. Go to Settings → Channels 2. Click "Add Channel" 3. Select "WhatsApp Lite" 4. Scan QR code with WhatsApp 5. Channel connected

2. WhatsApp Cloud (Meta)

Authentication: - OAuth authentication via Facebook - Business verification required - Meta Business Account connection

Features: - Approved template messaging (required for outbound) - Rich media support - Interactive buttons - Delivery and read receipts - Business verification - Template approval workflow

Use Cases: - Official business communications - Marketing campaigns - Transactional messages - Customer notifications

Setup: 1. Go to Settings → Channels 2. Click "Add Channel" 3. Select "WhatsApp Cloud" 4. Connect via Facebook OAuth 5. Select Meta Business Account 6. Complete business verification

3. Facebook Messenger

Authentication: - OAuth authentication - Facebook Page connection - Page permissions required

Features: - Quick replies - Buttons and carousels - Media support - Typing indicators - Read receipts - Page messaging

Use Cases: - Customer support - Social media engagement - Marketing campaigns - Lead generation

Setup: 1. Go to Settings → Channels 2. Click "Add Channel" 3. Select "Facebook Messenger" 4. Connect via Facebook OAuth 5. Select Facebook Page 6. Grant permissions

4. Instagram Direct Messages

Authentication: - OAuth authentication - Instagram Business Account required - Facebook Page connection

Features: - Media support (images, videos) - Story mentions - Direct messaging - Message requests handling - Business account features

Use Cases: - Visual product inquiries - Social media customer service - Influencer communication - Brand engagement

Setup: 1. Go to Settings → Channels 2. Click "Add Channel" 3. Select "Instagram" 4. Connect via Facebook OAuth 5. Select Instagram Business Account 6. Grant permissions

5. Telegram

Authentication: - Bot token authentication - Telegram Bot API - Bot creation required

Features: - Sticker support - Poll support - Media support - Group messaging - Channel broadcasting - Bot commands

Use Cases: - Community management - Group communications - Automated notifications - Customer support bots

Setup: 1. Create Telegram bot via @BotFather 2. Get bot token 3. Go to Settings → Channels 4. Click "Add Channel" 5. Select "Telegram" 6. Enter bot token 7. Channel connected

7. Email

Authentication: - SMTP configuration - Email server credentials - IMAP/POP3 for receiving

Features: - HTML email support - Attachment support - Email threading - Email templates - Rich formatting

Use Cases: - Formal communications - Detailed information sharing - Document delivery - Newsletter campaigns

Setup: 1. Go to Settings → Channels 2. Click "Add Channel" 3. Select "Email" 4. Configure SMTP settings 5. Configure IMAP/POP3 for receiving 6. Test connection

8. SMS (outbound broadcast / sequences only — not shown in the unified inbox)

Authentication: - SMS gateway via Appgain Notify (VictoryLink provider) - Provider API credentials

Features: - Character limit management (160 standard, 1600 concatenated) - Delivery tracking - Cost tracking - Link shortening (optional) - Bulk messaging

Use Cases: - SMS notifications - Two-factor authentication - Appointment reminders - Marketing campaigns

Setup: 1. Go to Settings → Channels 2. Click "Add Channel" 3. Select "SMS" 4. Choose SMS provider 5. Enter API credentials 6. Test sending

9. Web Push Notifications

Authentication: - VAPID key authentication - Service worker integration - Browser permission request

Features: - Background notifications (works when app is closed) - Android support (Chrome, Firefox, Samsung Internet) - iOS support (Safari PWA, iOS 16.4+) - Automatic subscription management - Notification click handling - Rich notifications

Use Cases: - Real-time notifications - Offline notifications - Mobile app-like experience - Urgent alerts

Setup: 1. Configure VAPID keys in Settings 2. Enable browser notifications 3. Users grant permission on first visit 4. Automatic subscription on login 5. Notifications work in background

10. ShrinkIt Push Notifications

Authentication: - ShrinkIt integration - API credentials - Mobile app integration

Features: - Push notification support - Mobile app integration - Notification delivery - Cross-platform support

Use Cases: - Mobile app notifications - Push notifications - App engagement

Setup: 1. Go to Settings → Channels 2. Click "Add Channel" 3. Select "ShrinkIt Push" 4. Enter ShrinkIt credentials 5. Configure mobile app integration

Unified Inbox

Features

Multi-Channel View: - All channels in one conversation list - Channel badges for identification - Unified conversation threading - Cross-channel customer view

Real-Time Sync: - Instant message delivery - Live status updates - Real-time conversation sync - Multi-device support

Channel Management: - Multiple channels of same type - Channel naming - Channel status (Active/Inactive) - Channel configuration - Channel health monitoring

Channel Statistics: - Messages sent/received per channel - Conversation count per channel - Response time per channel - Channel performance metrics

Channel-Specific Features

WhatsApp Features

  • Template messaging (WhatsApp Cloud)
  • Media attachments
  • Location sharing
  • Contact cards (vCard)
  • Delivery and read receipts
  • Link previews

Messenger Features

  • Quick replies
  • Persistent menu
  • Buttons and carousels
  • Typing indicators
  • Read receipts
  • Messenger extensions

Instagram Features

  • Stories mentions
  • Media sharing
  • Direct messaging
  • Message requests
  • Business account features

Telegram Features

  • Stickers and emojis
  • Polls and quizzes
  • Group chats
  • Channel broadcasting
  • Bot commands
  • File sharing

Email Features

  • HTML formatting
  • Rich text editor
  • Attachment support
  • Email threading
  • CC/BCC support
  • Reply-to configuration

SMS Features

  • Character limit handling
  • Concatenated messages
  • Delivery reports
  • Cost tracking
  • Link shortening
  • Unicode support

Best Practices

Channel Selection

  1. Use WhatsApp for international reach and rich media
  2. Use Messenger for Facebook users and social engagement
  3. Use Instagram for visual content and younger demographics
  4. Use Email for formal communications and detailed information
  5. Use SMS for urgent notifications and universal reach
  6. Use Web Push for real-time browser notifications

Message Formatting

  • Keep messages concise and clear
  • Use appropriate channel for message type
  • Include media when relevant
  • Use templates for consistency
  • Personalize with variables

Channel Health

  • Monitor channel status regularly
  • Check delivery rates
  • Monitor error rates
  • Keep channels active
  • Use warming campaigns for WhatsApp

Troubleshooting

Channel Connection Issues

WhatsApp Lite: - Ensure QR code is scanned correctly - Check phone number format - Verify session is active - Reconnect if disconnected

WhatsApp Cloud: - Verify business verification status - Check template approval status - Verify OAuth permissions - Check Meta Business Account

Messenger/Instagram: - Verify OAuth permissions - Check page/account connection - Verify business account status - Re-authenticate if needed

Message Delivery Issues

Failed Messages: - Check channel connection status - Verify recipient information - Check message format - Review error messages - Retry sending

Delivery Delays: - Check channel status - Verify rate limits - Check network connectivity - Review channel logs

Last Updated: February 2025