Frequently Asked Questions

Channl is an omnichannel customer communication platform that enables businesses to send and track SMS, WhatsApp, and Email messages. It combines contact management, list segmentation, templates, and campaign automation in one unified platform.

Channl helps you build long-lasting customer relationships through multi-channel messaging with features like scheduled sends, quiet hours, compliance tools, and comprehensive analytics.

Channl supports three main communication channels:

• SMS - Via Twilio integration
• Email - Via SMTP or SendGrid
• WhatsApp - Via Meta Cloud API or Twilio

All channels can be managed from a single dashboard with unified inboxes, templates, and analytics.

Channl is designed for businesses of all sizes that need to communicate with customers across multiple channels. It's particularly well-suited for:

• E-commerce and retail businesses
• Healthcare providers and clinics
• Fitness and leisure facilities
• Recruitment agencies
• Not-for-profit organizations
• Any business that needs reliable, compliant customer messaging

Creating an account is simple:

1. Click "Register" on the homepage or login page
2. Enter your email address and create a password
3. Verify your email address
4. Complete your profile setup

Once registered, you can start importing contacts and sending messages immediately.

To get started with Channl, you'll need:

• A Channl account (free to register)
• Credits in your account balance (purchase credits in the Billing section)
• For SMS: A Twilio account and API credentials
• For Email: SMTP credentials or a SendGrid API key
• For WhatsApp: Meta Cloud API credentials or Twilio WhatsApp setup

You can configure these integrations in your Settings after creating your account.

You can send your first message within minutes of signing up! Here's the quickest path:

1. Add credits to your account
2. Configure your channel provider (SMS, Email, or WhatsApp)
3. Create a contact or import a CSV
4. Go to the Send page for your chosen channel
5. Compose and send your message

For testing, you can send a single message without creating contacts or lists.

To set up SMS messaging:

1. Create a Twilio account at twilio.com
2. Get your Account SID and Auth Token from Twilio
3. Go to Settings in Channl
4. Enter your Twilio credentials
5. Save your settings

Once configured, you can send SMS messages immediately. Make sure you have credits in your Channl account balance.

Yes! Channl supports inbound SMS messaging. When someone replies to your SMS, the message will appear in your SMS Inbox.

To enable this, you need to:

• Configure your Twilio webhook URL to point to Channl's inbound endpoint
• The webhook URL format is: https://yourdomain.com/webhooks/twilio/sms
• You can also manually sync messages from Twilio using the "Sync from Twilio" button

Standard SMS messages have a 160-character limit. If your message exceeds 160 characters, it will be split into multiple messages (concatenated SMS).

Channl automatically handles message splitting, but keep in mind that longer messages consume more credits. For best results, keep messages concise and under 160 characters when possible.

Yes! When sending an SMS, you can schedule it for a future date and time. Scheduled messages will be sent automatically at the specified time, respecting your quiet hours settings.

You can view and manage all scheduled messages in the Scheduled Jobs section.

Channl supports two email providers:

• SMTP - Use any SMTP server (Gmail, Outlook, custom server)
• SendGrid - Use SendGrid's API for better deliverability

To configure:

1. Go to Settings
2. Choose your email mode (SMTP or SendGrid)
3. Enter your credentials
4. For SendGrid: Enter your API key
5. For SMTP: Enter host, port, username, and password

Yes, if you're using SendGrid. Channl can receive inbound emails through SendGrid's Inbound Parse webhook.

To set this up:

• Configure SendGrid's Inbound Parse to forward emails to Channl's webhook endpoint
• The webhook URL is: https://yourdomain.com/webhooks/sendgrid/inbound
• Replies will appear in your Email Inbox

Note: SMTP mode does not support inbound email replies.

Quiet hours and daily caps help you send emails responsibly:

• Quiet Hours - Messages scheduled during quiet hours will be automatically deferred until quiet hours end. Configure this in Settings.
• Daily Caps - Set a maximum number of emails to send per day. Excess messages will be queued for the next day. Set to 0 for unlimited.

These features help maintain good sender reputation and comply with best practices.

Channl supports WhatsApp through two providers:

• Meta Cloud API - Direct integration with Meta's WhatsApp Business API
• Twilio - Use Twilio's WhatsApp API

To configure:

1. Set up a WhatsApp Business Account with Meta or Twilio
2. Get your API credentials (Access Token, Phone Number ID, etc.)
3. Go to Settings in Channl
4. Enter your WhatsApp credentials
5. Configure webhooks for inbound messages

Yes! Channl supports inbound WhatsApp messages. When someone sends you a WhatsApp message, it will appear in your WhatsApp Inbox.

To enable this, configure your WhatsApp webhook to point to Channl's endpoint: https://yourdomain.com/webhooks/whatsapp

You can also manually sync messages using the "Sync from Twilio" button if using Twilio.

You can import contacts in several ways:

• CSV Upload - Go to Contacts → Upload, select your CSV file, and map columns
• Manual Entry - Click "New Contact" and fill in the form
• API - Use Channl's API to programmatically add contacts

CSV files should include columns like: name, email, phone, and any custom fields you want to track.

Lists are collections of contacts that you can use for targeted messaging campaigns. Key features:

• Lists are channel-specific (SMS lists or Email lists)
• You can assign default templates to lists
• Add or remove contacts from lists as needed
• Use lists for bulk messaging campaigns

Create lists in the "My Lists" section, then add contacts to them. When sending messages, you can select a list to send to all contacts in that list.

Yes! You can create multiple lists to segment your contacts by:

• Demographics (location, age, etc.)
• Behavior (purchase history, engagement level)
• Preferences (communication preferences, interests)
• Any custom fields you've added to contacts

Create separate lists for different segments and send targeted messages to each group.

Templates are reusable message formats that save time and ensure consistency. Benefits include:

• Save frequently used messages
• Use personalization placeholders like {{name}} and {{email}}
• Assign default templates to lists
• Import templates from Channl's template library

Channl has separate template sections for SMS and Email, each optimized for their respective channels.

Channl supports the following placeholders in templates:

• {{name}} - Full name
• {{first_name}} - First name
• {{email}} - Email address
• {{phone}} - Phone number
• {{country}} - Country

These will be automatically replaced with the actual contact information when sending messages.

Yes! Channl includes a curated library of SMS templates that are Twilio-friendly and ready to use.

To import:

1. Go to SMS Templates
2. Click "Import from Library"
3. Browse available templates
4. Select and import the ones you want

You can then customize imported templates to match your brand voice.

Channl uses a credit-based system for billing:

• Credits are consumed when you send messages
• Different channels have different credit costs
• You can purchase credit packages in the Billing section
• Your current balance is displayed in the top navigation bar

Credits do not expire unless otherwise stated. Check the Billing page for current rates and package options.

Message costs vary by channel and provider:

• SMS - Costs depend on your Twilio pricing and destination country
• Email - Costs depend on your SendGrid plan or SMTP provider
• WhatsApp - Costs depend on your Meta or Twilio pricing

Channl shows estimated rates in the Billing section. Actual costs may vary based on your provider's pricing. Volume pricing is available for larger customers.

To purchase credits:

1. Go to the Billing section
2. Choose a credit package (Deliver, Grow, or Expand)
3. Click "ADD CREDITS"
4. Complete the checkout process

Credits are added to your account immediately after payment. You can also contact us for custom bundles or enterprise pricing.

Yes! In the Billing section, you can view:

• Your current credit balance
• Recent activity and transactions
• Credit purchases
• Message costs and usage

You can filter and search your billing history to track spending over time.

Two-factor authentication (2FA) adds an extra layer of security to your account:

1. Go to Settings
2. Navigate to the Security section
3. Click "Enable Two-Factor Authentication"
4. Scan the QR code with an authenticator app (Google Authenticator, Authy, etc.)
5. Enter the verification code to confirm

After enabling 2FA, you'll need to enter a code from your authenticator app each time you log in.

Yes! Channl supports multiple organizations. This is useful if you manage multiple businesses or clients.

To switch between organizations:

• Go to the Organizations section
• Create a new organization or switch to an existing one
• Each organization has its own contacts, lists, and settings

Note: Organization features may require admin privileges.

To change your password:

1. Go to Settings
2. Find the Password section
3. Enter your current password
4. Enter your new password twice
5. Click "Update Password"

Make sure your new password is strong and unique. If you've forgotten your password, use the "Forgot Password" link on the login page.

Channl includes features to help you comply with GDPR and other data protection regulations:

• Consent tracking and management
• Opt-out handling
• Audit trails for all messages
• Data export capabilities
• Per-message evidence and consent ledgers

However, compliance is ultimately your responsibility. Make sure you have proper consent before sending messages and respect opt-out requests immediately.

Channl makes it easy to handle opt-outs:

• When someone replies "STOP" to an SMS, they're automatically opted out
• You can manually opt-out contacts in the Contacts section
• Opted-out contacts won't receive future messages
• Opt-out status is tracked in the contact record

Always respect opt-out requests immediately to maintain compliance and sender reputation.

Channl implements multiple security measures:

• Secure password storage (hashed, never stored in plain text)
• Optional two-factor authentication (2FA)
• CSRF protection on all forms
• Secure session management
• Encrypted connections (HTTPS)
• API key authentication for programmatic access

Your data is encrypted in transit and at rest. We recommend enabling 2FA for additional security.

The approvals feature (admin only) allows you to review and approve messages before they're sent:

• Messages can be queued for approval
• Admins can review, approve, or reject pending messages
• This helps ensure compliance and message quality
• Useful for regulated industries or large teams

This feature helps maintain control over outbound communications and ensures all messages meet your standards.

Yes! Channl provides RESTful APIs for programmatic access. You can:

• Send messages via API
• Manage contacts and lists
• Retrieve analytics and reports
• Check account balance
• Integrate with your existing systems

API documentation is available in the Developer Zone. You'll need an API key, which can be generated in your Settings.

Webhooks allow Channl to receive real-time notifications from providers:

• Inbound Messages - Twilio/SendGrid/WhatsApp send webhooks when messages are received
• Message Status - Get notified when messages are delivered, read, or fail
• Events - Track bounces, unsubscribes, and other events

Configure webhook URLs in your provider settings. Channl endpoints are:

• SMS: /webhooks/twilio/sms
• Email: /webhooks/sendgrid/inbound and /webhooks/sendgrid/events
• WhatsApp: /webhooks/whatsapp

Channl includes a scheduler that processes scheduled messages:

• Messages scheduled for future delivery are queued
• The scheduler runs via cron job: php bin/scheduler.php
• It checks for due messages and sends them
• Respects quiet hours and daily caps

Set up the cron job to run every minute for best results. The scheduler logs activity to help with troubleshooting.

Yes! Channl provides several export options:

• Audit CSV - Export all message activity and audit logs (admin only)
• Messages CSV - Export message history (admin only)
• Contacts - Export contacts via CSV from the Contacts section
• API - Programmatically export data using the API

Exports are useful for compliance reporting, backups, and data analysis.

Common reasons messages fail to send:

• Insufficient credits - Check your balance in the top navigation
• Invalid credentials - Verify your provider settings are correct
• Invalid phone/email - Check that recipient addresses are valid
• Quiet hours - Message may be queued if sent during quiet hours
• Daily cap reached - Email daily cap may have been exceeded
• Provider error - Check provider status and error messages

Check the message status in your inbox or analytics to see specific error details.

If you're not receiving replies, check:

• Webhook configuration - Ensure webhooks are properly set up in your provider
• Webhook URL - Verify the URL is correct and accessible
• Provider settings - Check that inbound messaging is enabled
• Manual sync - Try manually syncing messages from your provider

For SMS, make sure your Twilio number is configured to forward messages to Channl's webhook endpoint.

To verify scheduled messages:

1. Go to Scheduled Jobs section
2. Check that your scheduled messages appear in the list
3. Verify the scheduler cron job is running
4. Check scheduler logs for any errors

If messages aren't sending, ensure the cron job is configured correctly: * * * * * php /path/to/Channl/bin/scheduler.php

If placeholders like {{name}} aren't being replaced:

• Check that the contact has the corresponding field populated
• Verify placeholder syntax is correct (double curly braces)
• Ensure you're using supported placeholders: {{name}}, {{email}}, {{phone}}, etc.
• Check that you're selecting the correct template when sending

Placeholders are case-sensitive and must match exactly.

If you need additional help:

• Check the documentation in the Wiki section
• Review the SMS Playbook for best practices
• Look at case studies for inspiration
• Contact support through your account dashboard

For technical issues, include error messages and steps to reproduce the problem. For billing questions, check your billing history first.