Enabled Channels

Use the Enabled Channels table to review the sender IDs and communication channels available for broadcasts, automations, and Live Chat.

Table columns

The Enabled Channels table contains six columns.

ID

The ID column shows the sender number or identifier assigned to a messaging channel, such as SMS, Email, or WhatsApp.

For SMS, sender numbers identify the origin of text messages sent to mobile devices. SMS sender numbers commonly use these formats:

1. Short codes: 5- to 6-digit numbers, often used for bulk broadcasts and marketing automations because they are easy to remember.
2. Long codes: Standard phone numbers, usually 10 digits, often used for personalized two-way communication.

For Email, the ID is the email address used to send messages.

For WhatsApp, the ID is the unique identifier a business uses to send messages to customers on WhatsApp.

Alias

The Alias column shows an easy-to-remember label for each sender ID. Use aliases to quickly identify senders.

The alias appears as the message originator when the message reaches its destination.

Type

The Type column shows the channel type associated with the sender.

For SMS, the type can be MT (Mobile Terminated), MO (Mobile Originated), or both for bidirectional messaging. The code can be a shortcode or long code.

For WhatsApp, the Type column distinguishes between the main WhatsApp Business Account (WABA) and the individual phone numbers, or senders, associated with that WABA.

You may see these WhatsApp values in the Type column:

• WhatsApp: An individual phone number linked to your WhatsApp Business Account (WABA). These numbers send and receive messages on behalf of your business. Each phone number operates under the WABA assigned to the Workspace. Multiple senders can be linked to the same WABA, but each sender can only be assigned to one Workspace at a time.
• WhatsApp WABA: The WhatsApp Business Account itself. The WABA acts as the parent container for related phone numbers, message templates, and business profile settings. Only one WABA can be assigned to a Workspace at a time.

Live Chat

The Live Chat column shows whether the sender is used exclusively for the Live Chat platform.

• A gray checkmark means the sender is available for Live Chat but has not been activated.
• A green checkmark means the sender is active and ready for Live Chat.

When a sender is active in Live Chat, every incoming message or keyword sent to the designated sender ID and channel type is routed directly to a live chat agent. You do not need to set up chatbot automation for those messages.

To activate a sender exclusively for Live Chat, see Live Chat Connection.

Date created

The Date created column shows when the sender ID was added to the Workspace.

Actions

The Actions column shows the available actions for each sender. Depending on the sender type, you can view sender details or edit sender configuration.

View WhatsApp sender details

Select the View Details icon, shown as an eye, for a WhatsApp sender to open a summary of the sender’s configuration.

The summary includes these fields:

Edit a WhatsApp WABA

Select the Edit icon, shown as a pencil, for a WhatsApp WABA to manage the phone numbers associated with that WABA. You can add new numbers, verify them, and assign them to your Workspace.

The WABA phone number list includes these fields:

To add a new phone number to the selected WhatsApp Business Account (WABA), see Add Phone Number to WABA.

For more information about tier levels, quality rating values, and status definitions, see WhatsApp Sender Quality Rating & Status.

Add Sender

SMS, WhatsApp, and RCS channels are assigned to your platform environment and configured by the Support Team. All routes and codes used in broadcasts and automations must be vetted before they can be activated for external interactions.

To add an Email sender or create a new WhatsApp Business Account (WABA) with associated phone numbers in the Workspace, select Add Sender.

Use one of these options:

• Email
• Embedded Signup (WhatsApp)