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Channel Management

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Chat App Message Service provides unified channel management for multiple third-party messaging platforms, such as WhatsApp, Messenger, and Instagram. Create and configure channels to integrate cross-platform messaging into your business systems for automation, customer service, and marketing notifications.

1. What is a channel?

In Chat App Message Service, a channel represents a connection to an external messaging platform — such as a WhatsApp business number or a Facebook Page — used for sending and receiving messages.

Core features

  • Unique identity: Each channel represents an independent account resource on a third-party platform.

  • Unified management: Centrally manage all platform connections in the Channel Management module.

  • Flexible expansion: Supports multiple messaging platforms to address diverse business needs.

2. Channel types and resource mapping

Each channel type binds to a different third-party resource. The following table lists bound resources and prerequisites by channel type.

Feature

WhatsApp

Viber

Messenger

Instagram

SMS

Email

bound resource

WhatsApp business number

Viber business account

Facebook Page

Instagram professional account

Not required

Not required

prerequisites

A registered WhatsApp Business Account (WABA).

None

A registered Facebook Business Manager account.

An Instagram account linked to a Facebook Page.

Completion of the Sender ID registration process for international SMS.

Completion of the sending preparations for Direct Mail.
Note

  • WhatsApp: Register and verify a WhatsApp Business Account (WABA).

  • Messenger and Instagram: Register a Facebook Business Manager account.

  • SMS and Email: No third-party binding required, but complete service activation and configuration first.

3. Channel lifecycle

A channel progresses through four stages:

  1. Create: Create a channel in the console by specifying its type and name. The channel starts in the Unbound state.

  2. Bind: Bind the channel to a third-party platform's business account to enable message sending.

  3. Maintain: Monitor status, view reports, update configurations, or rebind the account as needed.

  4. Delete: Manually and permanently delete the channel.

4. Procedure

Prerequisites

  1. Account preparation: You have registered an Alibaba Cloud account and completed the enterprise identity verification.

  2. Service activation: You have activated Chat App Message Service.

  3. Third-party platform preparation (varies by channel type):

    • WhatsApp: You have registered a WhatsApp Business Account (WABA).

    • Messenger: You have registered a Facebook Business Manager account.

    • Instagram: You have registered a Facebook Business Manager account and linked an Instagram professional account to it.

    • SMS: You have completed the Sender ID registration process for international SMS.

    • Email: You have completed the sending preparations for Direct Mail.

Step 1: Create a channel

Important

By default, you can create a maximum of 100 channels. This limit applies across all channel types. To increase this limit, contact your account manager.

  1. Log on to the Chat App Message Service console.

  2. In the left-side navigation pane, go to Channel Management > Create Channel.

    Note

    If your account has service provider permissions, Channel Management is displayed as Customer Management in the navigation pane.

  3. In the Create Channel dialog box, select a Channel Type, enter a Channel Name, and add Remarks.

    Note

    • The channel name can be up to 50 characters long.

    • The remarks can be up to 150 characters long.

  4. Click OK.

Step 2: Configure the channel

After creating a channel, bind it to a third-party platform and complete authorization.

  1. In the left navigation bar, click Channel Management > Manage to go to the channel configuration page.

    On the Channel Management page, find the target channel and click Manage in the Actions column.

  2. The channel details page provides access to the data dashboard, account registration and authorization, template design, messaging, daily statistics, usage details, and message list management.

  3. Complete the account binding:

    Note

    Registration, binding, and authorization steps vary by channel type:

FAQ

Is there a limit on the number of channels?

Yes. By default, you can create a maximum of 100 channels. This limit applies to all channel types combined. To request a quota increase, contact your account manager.

Can I use a channel immediately after creation?

No. A newly created channel has the Unbound status. Complete binding and authorization with the third-party platform before using it.

Can I delete a bound channel?

Yes, but you must first contact your account manager to manually unbind the channel. Once unbound, you can delete it.

Note

Deleting a channel is irreversible. Before you delete a channel, ensure it has no active services and that you have backed up all important data.

Can I bind multiple accounts to one channel?

No. Each channel can be bound to only one third-party platform account. To use multiple accounts, create a separate channel for each.

What should I do if channel binding fails?

Check the following items:

  • Verify that you meet the prerequisites for the channel type.

  • Confirm that your third-party platform account is active and in good standing.

  • Ensure that the authorization process was completed correctly.

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