Communication Overview

Communication manages message instances, generated document instances, SMS credit visibility, and delivery evidence. It is not a separate business workflow by itself. It supports other workflows such as billing, loans, support, events, inspections, wallets, payments, HR, and party management.

Main Areas

• Messages: create and review template-based communications for SMS, email, in-app, push, WhatsApp, call, or other channels where enabled.
• Documents: generate document instances from approved templates and attach them to a specific business record.
• SMS Credits: review SMS balance, request credit purchases, monitor approved top-ups, and audit consumption.
• Templates: managed under Administration and used by messages and generated documents.
• Providers: managed by platform administrators so delivery can use approved provider routes.

Workspace Reference

Workspace	How Users Reach It	What Users Usually Do There
Communication Instances	Communication -> Messages -> Communication Instances	Use New Message, review recipients, schedules, delivery status, and message detail.
SMS Credits	Communication -> Messages -> SMS Credits	Review SMS balance, consumption, and credit purchase requests.
Document Instances	Communication -> Documents -> Document Instances	Use Create Document, review generated content, and keep document evidence tied to a business record.
Templates	Administration -> General Setup -> Templates	Maintain reusable templates consumed by messages and documents.
Communication Providers	Admin panel communication provider setup	Maintain provider routes used for delivery where your role allows it.

Operating Model

Communication starts from a template. The template defines the channel, content structure, expected record type, variables, and recipient rules. When a user creates a message or document instance, they select the template, select the related business record, complete recipient or variable details, and save the instance.

The source business record remains the owner of the business action. For example, an invoice remains the billing record, a loan remains the loan record, and a support ticket remains the case record. Communication records prove what was generated, queued, sent, scheduled, or consumed.

What Users Should Check

Before creating or sending communication, confirm:

• The template is active and approved for the intended channel.
• The selected record is the correct customer, party, invoice, event, loan, ticket, or other source record.
• Recipients are valid and include at least one primary recipient where required.
• SMS messages have enough credits available.
• Scheduled messages have the correct start time, timezone, and recurrence window.
• Attachments and generated documents are appropriate for the recipient.

Status And Audit

Message and document records show status, approval status where relevant, recipients, schedules, delivery queue details, and status history. Use these records to answer operational questions such as what was sent, to whom, when it was queued, and whether delivery failed.

Good Practice

• Keep templates clear and reusable instead of editing message content manually each time.
• Use record association so communication history can be traced back to the business record.
• Do not delete communication records that are needed for audit or customer dispute review.
• Review provider and SMS credit readiness before launching bulk or scheduled messages.