The Channel Management module allows you to centrally manage multiple third-party instant messaging platforms, including WhatsApp, Messenger, and Instagram. By creating and configuring channels, you can integrate the messaging capabilities of different platforms into your business systems for cross-platform message automation, customer service, and marketing.
What is a channel?
A channel is a configuration entity that connects to external messaging platforms. Each channel represents a unique identity for sending and receiving messages, such as a WhatsApp business number or a Facebook Page account.
Core features
Unique identity: Each channel represents an independent account on a third-party platform.
Centralized management: Use the Channel Management module to configure and manage all platform connections.
Flexibility: Multiple messaging platforms are supported to meet various business needs.
Channel types and resource mapping
Each channel type binds to a different platform resource and has specific technical requirements. The following table details the bound resources and prerequisites for each channel type:
Type | Viber | Messenger | SMS | |||
Bound resource | WhatsApp business number | Viber Business account | Facebook Page account | Instagram professional account | N/A | N/A |
Prerequisites | Register a WhatsApp Business Account (WABA) | N/A | Register a Facebook Business Manager account | Link an Instagram account to a Facebook Page | Register a Sender ID for international SMS | Complete the preparations |
For WhatsApp channels, you must register a WABA and complete business verification.
For Messenger and Instagram channels, you must register a Facebook Business Manager account.
SMS and Email channels do not require binding to third-party resources, but you must complete the necessary service activation and configuration.
Channel lifecycle
A channel's lifecycle, from creation to deactivation, has four stages:
Create: Create a channel in the console and define its type and name. After creation, the channel is in the
Unboundstate.Bind: Bind the channel to a third-party platform's business account to enable message sending.
Maintain: Monitor the channel status, view data reports, update configurations, or rebind the third-party business account as needed.
Delete: Manually delete the channel permanently.
Operation guide
Prerequisites
Account preparation: Complete Register an Alibaba Cloud account and complete enterprise identity verification.
Service activation: Activate Chat App Message Service.
Third-party platform (varies by channel type):
WhatsApp: Register a WABA.
Messenger: Register a Facebook Business Manager account.
Instagram: Register a Facebook Business Manager account and link it to an Instagram professional account.
SMS: Register a Sender ID for international SMS.
Email: Complete the sending preparations for Direct Mail.
Step 1: Create a channel
Chat App Message Service supports a maximum of 100 channels in total. To request an increase to this limit, contact your account manager.
Log on to the Chat App Message Service console.
Choose , then click Create Channel.
NoteIf your account has service provider permissions, Channel Management appears as Customer Management in the left navigation pane.
Configure the channel information. In the Create Channel dialog box, select a Channel Type, enter a Channel Name, and add Remarks.
NoteThe channel name cannot exceed 50 characters.
The remarks cannot exceed 150 characters.
Click OK.
Step 2: Configure a channel
After creating a channel, you must complete the binding and authorization process with the third-party platform.
In , find the channel you want to configure and click Manage in the Actions column.
On the channel details page, you can view the data panel, register or authorize the account for the corresponding channel type, design message templates, send messages, view the daily statistics reports, check usage details, and view the message list.
Complete the account binding:
NoteThe account registration, binding, or authorization process differs for each channel type. For detailed steps, refer to the documentation for each channel type.
FAQ
What is the maximum number of channels I can create?
The default limit is 100 channels in total. To request an increase to this limit, contact your account manager.
Why can't I use my newly created channel to send messages?
You cannot use a channel immediately after creating it because it is in an Unbound state by default. To activate the channel for sending and receiving messages, first complete the binding and authorization process with the corresponding third-party platform account.
How can I delete a channel that is already bound to a third-party account?
You cannot directly delete a bound channel. You contact your account manager to request that the channel be manually unbound from the backend. When it is unbound, you can delete it from the console.
Deleting a channel is an irreversible action. Before proceeding, ensure that there are no ongoing business activities on the channel and that you have backed up all critical data.
Is it possible to bind a single channel to multiple third-party accounts?
No. Each channel can only be bound to a single third-party platform account. To use multiple third-party accounts, create a separate channel for each account.
How can I troubleshoot failed channel binding?
If you encounter an error during the channel binding process, check the following:
Check prerequisites: Ensure you have met all the prerequisites for the specific channel type.
Verify account status: Confirm that your third-party platform account is active and in good standing.
Review authorization flow: Go through the authorization process again to ensure you have granted all required permissions correctly.