Engagement messages go out over three live channels — Email, SMS, and WhatsApp — and each one is set up on its own, with its own provider and its own templates. This page explains how the channels work and what you need to connect each one.
The channels at a glance
| Channel | What it's good for | Format |
|---|---|---|
| Rich, longer messages with images and links | HTML or plain text | |
| SMS | Short, urgent nudges that land on the lock screen | Plain text |
| High-engagement, conversational follow-ups | Structured template |
You can mix channels across your campaigns and flows — for example, an email first, then a WhatsApp follow-up a day later if the email goes unopened.
RCS is coming soon
RCS (the richer successor to SMS) is on the way but not available yet. For now, plan around Email, SMS, and WhatsApp.
How a channel gets connected
Each channel is configured independently. You choose a messaging provider for that channel and add its credentials, and UMAP360 routes your messages to that provider automatically when a campaign or flow sends. You don't need to wire anything up by hand once the provider is connected.
A few things hold true across all three channels:
- Provider choice is per organization — whatever you pick applies across your account, not per campaign.
- Credentials stay secure — your provider keys are stored encrypted.
- Templates are per channel — a template you write for SMS can't be reused as-is for WhatsApp; each channel has its own format.
Email supports the richest formatting of the three — HTML or plain text, with images and links. It's the only channel where opens are tracked, so you'll see open rate alongside delivery and clicks.
You can connect Email through a provider such as Resend, SendGrid, or Mailgun. Add your provider account credentials, and Email becomes available as a channel for your templates and campaigns.
SMS
SMS is plain text and built for short, time-sensitive messages. There's no length limit enforced in the editor, but keep messages under 160 characters where you can — longer messages are split into multiple segments by your provider and billed accordingly.
Connect SMS through a provider such as Twilio or MSG91 using your provider account credentials.
Watch your message length
The form won't stop you from writing a long SMS, but every extra segment costs more at the provider. Trim ruthlessly, or move longer content to Email or WhatsApp.
WhatsApp uses structured templates and tends to see strong engagement, especially for recovery and follow-up messages. To send on WhatsApp you'll need a WhatsApp Business account — messages go out under your approved business identity.
Connect WhatsApp through a provider such as Twilio, Gupshup, or Interakt using your provider account credentials.
WhatsApp templates need their own approval
WhatsApp message templates must comply with WhatsApp Business requirements and be approved through your provider. UMAP360 doesn't check approval status for you, so make sure each template is approved on the WhatsApp side before you rely on it in a live campaign.
Picking the right channel
A simple way to think about it:
- Email — anything detailed, visual, or non-urgent. Best when you want to track opens.
- SMS — short, urgent nudges where speed matters more than formatting.
- WhatsApp — conversational, high-attention follow-ups, particularly where your audience is active on WhatsApp.
You don't have to choose just one — flows let you sequence channels so a quieter channel only fires when an earlier one doesn't land.
Next steps
- Message templates — write and personalize the content each channel sends.
- Building flows — sequence channels with delays, conditions, and follow-ups.
- Campaigns and recovery analytics — see how each channel performs.
- Engagement overview — how triggers, templates, and campaigns fit together.
Last updated 2026-06-11