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Choose the right channel
Start with the channel your customers rely on most. Each provider has its own account and credential requirements.
Gmail
Send customer emails and invoices from an authorized Google account, and keep supported Gmail threads in Conversations.
SMS
Twilio SMS
Use a Twilio account and SMS-capable number to send text messages from Conversations.
Messaging
Connect through WhatsApp Cloud or Twilio, then use approved templates and the customer service window correctly.
Configured does not mean provider-verified
LaniTech lists a saved channel as active when it is returned by the channel-settings service. That label confirms the configuration exists; it is not a live provider health check. Complete a real send before relying on a new channel operationally.
Add a communication channel
The same opening steps apply to every provider. The focused guides explain the credentials required after you choose one.
SettingsCommunicationsAdd Channel
- 1
Open Communication Channels
Open Settings, choose Communications, then select Add Channel. - 2
Name the channel
Use a clear internal name, such as Customer support email or Sales WhatsApp. Your team sees this name when managing channels. - 3
Choose the channel type and provider
Select Email, SMS, or WhatsApp, then choose the provider that owns the account or sending number. - 4
Enter the provider details
Complete the fields shown for that provider. Max Retries controls retry attempts, while Is Default marks the preferred channel of that type. - 5
Create the channel
Review the details, select Create Channel, and confirm that the channel card appears. Then perform a real send using a safe test contact.
Manage saved channels
Keep names, sender details, and defaults current so the correct channel is used in customer workflows.
Edit configuration
Use the edit action on a channel card to update supported settings. Gmail authorization is reconnected through Google rather than edited as a password-based channel.
Choose a default
Enable Is Default when this should be the preferred saved channel for its type. Only enable it intentionally when multiple channels exist.
Remove access
Delete a channel from its card and confirm the destructive action. Provider-side access may also need to be revoked separately.
Protect provider credentials
Channel credentials can authorize messages and consume provider balances. Handle them as production secrets.
- Copy credentials only from the provider's official console.
- Never place access tokens or auth tokens in support messages, screenshots, or shared documents.
- Use the narrowest provider permissions that the current integration supports.
- Rotate or revoke credentials immediately if they may have been exposed.