Communication channels

Client communication

Altcraft Platform offers 9 communication channels out of the box: Email, SMS, Push (browser and mobile), In-App, as well as Telegram, MAX, WhatsApp, Viber™ and Notify.* Depending on your platform configuration, custom channels may also be available, such as additional messengers. This section contains information on setting up and debugging communication channels with your customers.

Customers whose profiles are added to a Database subscribe to content from a specific Resource — via one or more communication channels.

Each Mailing in Altcraft Platform is sent via one communication channel. For omnichannel cascade mailings, use Scenarios — marketing automation chains. Customer subscriptions to a resource are used as contact details.

Content for all channels is stored in Message Templates. Mailings across different channels can use the same template, making it easier to track events in omnichannel communications.

Email

Email allows you to send the largest amount of content to customers, as emails can use various graphic design elements and interactive components that increase customer engagement. To run Email mailings, you will need a sending domain, which must be specified in Resources that use the Email channel.

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Set up your first Email mailing with the Step-by-Step Guide!

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This article contains recommendations for interacting with email providers during mass mailings.

SMS

Short Message Services are the most effective way to organize transactional notifications, as all you need from a customer is their phone number. All SMS messages are opened, unlike emails. SMS delivery is handled by mobile network operators, who also regulate the use of CALLER ID, which must be specified in Resources that use the SMS channel.

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Set up your first SMS mailing with the Step-by-Step Guide!

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This article contains information about ready-made integrations with SMS gateways.

Push

Push notifications are much more cost-effective than SMS, as sending them is virtually free. At the same time, mobile and browser notifications can significantly increase customer engagement.

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To use the Push channel, you need to activate it in the Administrative Panel.

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Set up your first web push mailing with the Step-by-Step Guide!

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You will find a guide to setting up mobile application push mailings at this link!

In-App

In-App is a channel for displaying banners and content inside a mobile application. In-App content is launched through placements and displayed to users while they are actively using the application. The channel requires integration of the Altcraft mSDK into the mobile application.

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This guide will help you set up the In-App channel, create a template, and launch a placement.

Telegram

There are 2 channels available for communication with subscribers in Telegram: Telegram Bot and Telegram Group. Telegram Bot allows you to send personalized messages to subscribers who have started a chat with the bot. With Telegram Group, you can publish posts in a Telegram group or channel through a bot.

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Step-by-Step Guide will help you organize sending personalized messages to a subscriber in Telegram.

Note that when using the Telegram Bot channel, the platform only sends mailings. Collecting and transferring data about users who started a chat with the Telegram bot to the platform is handled on the client side.

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To communicate with subscribers in a Telegram group or channel, use this guide.

WhatsApp

WhatsApp* is an effective communication channel that allows you to build a real-time dialogue with customers. Through this channel, you can inform subscribers about important events, order status changes, and upcoming activities. Open rates in the messenger reach 90%.

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Set up your first WhatsApp* mailing with the Step-by-Step Guide!

Viber™

Viber is a fast and convenient communication channel. Send promotional mailings, transactional and trigger messages to your subscribers. The cost of such sends is lower than SMS.

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Integration with Viber™ can be implemented through providers Devino Telecom, SMS Traffic, MTS OmniChannel, or Rapporto. This guide will help you create your first Viber™ mailing.

Notify

Notify is an effective channel for business communication with customers. Send transactional and service messages via Vkontakte and Odnoklassniki.

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This guide will help you create your first Notify mailing.

MAX

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When setting up integration with this communication channel, consider the internal rules of the MAX messenger.

There are 2 channels available for communication with subscribers in MAX: MAX Bot and MAX Group. MAX Bot allows you to send personalized messages to subscribers who have started a chat with the bot. With MAX Group, you can publish posts in a MAX group or channel through a bot.

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Step-by-Step Guide will help you organize sending personalized messages to a subscriber in MAX.

Note that when using the MAX Bot channel, the platform only sends mailings. Collecting and transferring data about users who started a chat with the MAX bot to the platform is handled on the client side.

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To communicate with subscribers in a MAX group or channel, use this guide.

Communication channel limitations

Feature	Email	SMS	Push	In-App	WhatsApp™	Viber™	Notify™	Telegram	Max	Custom Channels
Multivariate testing	✅	✅	✅	❌	❌	❌	❌	❌	❌	❌
Web version saving	✅	✅	✅	❌	❌	❌	❌	❌	❌	❌
Subscription from scenario	✅	✅	❌	❌	❌	❌	❌	❌	❌	❌
Suppression lists	✅	✅	❌	❌	❌	❌	❌	❌	❌	❌
Click map	✅	❌	❌	❌	❌	❌	❌	❌	❌	❌

For more information on custom channel technical limitations, see the administrator documentation.

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*The Meta organization, which owns Instagram, Facebook and WhatsApp products, has been declared as extremist and banned in Russia.

Viber™ is a trademark of Rakuten Group, Inc. Blocked in the Russian Federation.