Communications·reference·Version 3

Choosing a channel

Pick email, WhatsApp or voice by the job it has to do, and know what must be ready before a real send.

Pick the channel by the job

If you need	Use	How to switch it on
A record the recipient can search, forward and keep	Email	Install Messaging CPaaS, then complete email domain setup
A short, time-sensitive message to a number you have consent to contact	WhatsApp	Install Messaging CPaaS and connect or be allocated a sender
A spoken conversation, routing or call handling	Voice	Talk to Boni; see Boni Voice

Email and WhatsApp are the two campaign channels. Both use the campaign wizard, launch review and delivery record. The current wizard shows the audience and timing options available to the workspace.

SMS and RCS

The current campaign composer offers email and WhatsApp. For an SMS or RCS requirement, discuss the sender, geography, provider and delivery scope with Boni before choosing the channel.

What has to be ready before a send

Switching a channel on is not the same as being ready to send. Three things gate a real campaign:

Gate	Email	WhatsApp
Sender	A verified sender domain	A connected, Boni-managed or allocated number that is ready
Message	A template version you have previewed	A template the channel has approved
Audience	Consent to contact, and suppression applied	Consent to contact, and suppression applied

Suppression is enforced centrally across channels, so a contact who has opted out stays excluded no matter which channel a later campaign uses.

Delivery is not the outcome

Whichever channel you choose, the reply and the next action are what matter, and both stay visible in the conversation and, where enabled, on the CRM record. Treat provider acceptance and delivery as separate facts: a send that was accepted is not proof it arrived.

One campaign record per send

Every campaign-like send carries one campaign identity with its audience, sender, schedule, suppression decision and delivery results. Do not run the same audience through a second tool in parallel — the suppression decisions and delivery evidence will disagree, and the reply thread will fragment.