Messages

Messages are template-based communication instances. They are used to create, schedule, and review communications linked to a business record.

Open Communication > Messages > Communication Instances to view message records. The table shows the template, channel, related entity, status, created date, and approval status where applicable.

Workspace Reference

User Goal	Typical Action	Result
Create a communication record	Use New Message and select the approved template first.	The message inherits channel, content, variables, recipient rules, and expected record type.
Link communication to business context	Complete Entity Association.	The message can be traced back to the customer, invoice, loan, event, ticket, payment, or other source record.
Schedule communication	Complete scheduling fields where required.	The message is queued for a future or recurring send instead of immediate handling.
Review delivery	Use View and open delivery details.	Users can see queue status, attempts, failures, and history.
Review SMS readiness	Open SMS Credits.	Users can confirm balance and request more credits before bulk or critical sends.

Creating A Message

Select New Message and complete the message form.

Template

The Template is required. It controls the channel, content, expected record type, variables, and recipient rules. After selecting a template, the rest of the form becomes available.

Use the template lookup to confirm:

• The template name matches the purpose of the message.
• The channel is correct, such as SMS, Email, In-app, Push, WhatsApp, Call, or Other.
• The template is intended for the type of record you are communicating about.

Entity Association

The Entity Association section links the message to the specific record the communication is about. This may be a party, invoice, loan, event, inspection, support ticket, wallet action, payment, or another configured record type.

Select the correct record because the selected record can drive variable values, recipient resolution, and audit traceability.

Message Details

Use Priority to control urgency:

• Critical should be reserved for urgent operational or compliance communication.
• High is for important communication that should be handled before normal traffic.
• Normal is the standard priority.
• Low is for non-urgent communication.

Use Scheduled For for a one-time future send. Leave it blank when the message should be handled immediately by the normal delivery flow.

Recipients

The Recipients section controls who receives the message.

Recipients may be resolved from the selected record or entered as external destinations where allowed. External destinations must be valid email addresses or phone numbers. At least one recipient is required.

Review:

• Primary recipient versus copy recipient.
• Recipient name or entity reference.
• Email address or phone number.
• Whether the destination matches the selected channel.

Scheduling

The scheduling section supports one-time and recurring communication schedules.

For schedules, confirm:

• Start date and time.
• Timezone.
• Frequency for recurring schedules.
• End date for recurring schedules.
• Active status.

The end date must be after the start date for recurring schedules.

Attachments

Attachments can be uploaded with the message where the template and channel support them. Attach only files that are appropriate for the recipient and business record.

Batch Entry

The message form supports batching. Users can add multiple message entries, review the batch table, edit entries, duplicate where allowed, and submit them together. Invalid entries block submission until corrected.

Reviewing A Message

Use View on a message row to open the detail dialog.

The detail dialog includes:

• Content: subject and body, with formatted preview for rich channels.
• Recipients: recipient names, destinations, and primary/copy status.
• Schedules: schedule type, start time, and schedule status.
• Delivery: outbox queue, destination, delivery status, attempt count, next attempt time, and status history.

Use the delivery tab to investigate delayed or failed messages.

SMS Credits

SMS messages consume credits. If sending is blocked or the balance is low, use Communication > Messages > SMS Credits to review the balance or request more credits.

Row Actions

• View opens the message detail dialog.
• Delete removes a message record when permitted.
• Delete Messages removes selected messages in bulk when permitted.

Do not delete messages that are needed for audit, customer complaints, collections evidence, or dispute review.