Welcome to the fundamentals of the Communications Platform. You find the essential concepts, terminology, and capabilities that underpin your messaging strategy in this section. Mastering these basics helps you create more effective, personalized communications.

Key terms

You encounter the following core terminology throughout the platform:

Broadcast: A broadcast is the medium through which your messages reach your audience. The platform supports SMS, Email, RCS, and WhatsApp as broadcast channels.

Dashboard: Your command center for monitoring success. The Dashboard tracks broadcasts, contact growth, and key metrics in one place. It's where data becomes actionable insights.

E.164 format: The global standard for phone numbers. This ITU recommendation ensures phone numbers work across international borders. The format uses a plus sign (+) followed by up to 15 digits. The digits begin with a 1-3 digit country code, followed by the area code and local number. For example: +12125550143.

Keyword: A trigger word that activates specific platform actions when your contacts send it. Keywords are words, numbers, or combinations of both. Each keyword pairs with a unique platform number or short code. When a contact texts "JOIN" or "BEGIN," the platform returns the configured response.

Personalized Fields: Dynamic variables that insert custom information directly into your broadcasts. You insert details like a contact's name, location, or purchase history. The platform includes built-in fields for immediate use. You also create custom fields for more sophisticated personalization. You recognize them by their square bracket format: [[fieldname]].

Message types: Choose your channel

You reach your audience through their preferred broadcasts:

• SMS: Sends text messages directly to any mobile phone number. Messages appear instantly in your contacts' native messaging apps.
• Email: Delivers HTML emails or plain-text messages to your contacts' inboxes. Use this channel for newsletters, detailed updates, and visual content.
• RCS: Takes traditional text messaging further with branded experiences and high-resolution images. Adds interactive buttons and enhanced analytics within the native messaging app.
• WhatsApp: Connects with your audience through the world's most popular messaging app. Combines personal messaging with business-scale communication.

Automation types: Create engaging experiences

You go beyond simple messages with the following automation types:

• Chatbot: Interacts with users to answer questions and perform actions. Automates support, guides users through processes, and provides instant responses across SMS and WhatsApp.
• Keyword: Let's contacts text simple words to participate, subscribe, enter contests, or access exclusive content. Drives two-way engagement through keyword-based automations.
• Subscription Form: Provides a web landing page for new users to join your contact list. Grow your audience with minimal steps required.
• Polls & Surveys: Gathers insights, opinions, and feedback through interactive polls and surveys. Turns customer responses into data for analysis.

You combine automation types to create multi-step journeys with more personalized experiences for your audience.