> ## Documentation Index
> Fetch the complete documentation index at: https://docs.revbridge.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Channels Overview

> Multi-channel customer engagement with Email, SMS, WhatsApp, and Push

RevBridge AI supports multiple communication channels to reach your customers where they are. Each channel has unique characteristics and use cases.

## Available Channels

| Channel      | Best For                                    | Engagement | Cost     | Status      |
| ------------ | ------------------------------------------- | ---------- | -------- | ----------- |
| **Email**    | Rich content, newsletters, detailed offers  | High       | Low      | Available   |
| **SMS**      | Urgent messages, time-sensitive offers      | Very High  | Medium   | Available   |
| **WhatsApp** | Conversational, support, order updates      | Very High  | Medium   | Available   |
| **Push**     | Real-time alerts, app engagement            | Medium     | Very Low | Coming Soon |
| **RCS**      | Rich messaging, branded sender, interactive | High       | Medium   | Coming Soon |
| **Voice**    | Outbound calls, audio campaigns             | High       | High     | Coming Soon |

## Channel Comparison

### Reach and Engagement

| Metric         | Email     | SMS       | WhatsApp | Push      |
| -------------- | --------- | --------- | -------- | --------- |
| Open Rate      | 20-30%    | 95%+      | 90%+     | 40-60%    |
| Click Rate     | 2-5%      | 15-20%    | 20-30%   | 5-10%     |
| Response Time  | Hours     | Minutes   | Minutes  | Instant   |
| Content Length | Unlimited | 160 chars | Moderate | 200 chars |

### Content Capabilities

| Feature         | Email   | SMS | WhatsApp | Push    |
| --------------- | ------- | --- | -------- | ------- |
| Rich HTML       | ✅       | ❌   | ❌        | ❌       |
| Images          | ✅       | ❌   | ✅        | Limited |
| Buttons         | ✅       | ❌   | ✅        | ✅       |
| Links           | ✅       | ✅   | ✅        | ✅       |
| Personalization | ✅       | ✅   | ✅        | ✅       |
| Two-Way         | Limited | ✅   | ✅        | ❌       |

## Channel Strategy

### When to Use Each Channel

**Email** is ideal for:

* Welcome sequences and onboarding
* Newsletters and content
* Detailed product announcements
* Rich promotional campaigns
* Receipts and order confirmations

**SMS** is ideal for:

* Time-sensitive offers (flash sales)
* Appointment reminders
* Shipping notifications
* Two-factor authentication
* Urgent alerts

**WhatsApp** is ideal for:

* Customer support conversations
* Order status updates
* Personal shopping assistance
* Interactive product recommendations
* Markets with high WhatsApp usage

**Push** is ideal for:

* Real-time app engagement
* Price drop alerts
* Back-in-stock notifications
* Location-based offers
* Event reminders

### Multi-Channel Best Practices

<Tip>
  Let the AI Campaign MAB algorithm optimize channel selection. Provide all relevant channels and let the system determine the best one for each customer.
</Tip>

**Cross-Channel Coordination**

1. **Consistent messaging**: Maintain brand voice across channels
2. **Frequency management**: Don't overwhelm with messages on multiple channels
3. **Channel preferences**: Respect customer channel preferences when known
4. **Fallback strategy**: Have backup channels if primary fails

**Avoiding Fatigue**

Set appropriate frequency caps per channel:

| Channel  | Recommended Max |
| -------- | --------------- |
| Email    | 3-4 per week    |
| SMS      | 1-2 per week    |
| WhatsApp | 2-3 per week    |
| Push     | 1-2 per day     |

## Setting Up Channels

Each channel requires configuration before use. Navigate to **Settings → Channels** to set up.

### Quick Setup Checklist

<Accordion title="Email Setup">
  1. Add sender email address
  2. Verify sending domain
  3. Configure DNS records (SPF, DKIM, DMARC)
  4. Complete domain authentication
  5. Send test email
</Accordion>

<Accordion title="SMS Setup">
  1. Connect SMS provider account
  2. Configure sender ID or number
  3. Verify compliance with regulations
  4. Set up opt-out handling
  5. Send test SMS
</Accordion>

<Accordion title="WhatsApp Setup">
  1. Connect WhatsApp Business account
  2. Verify business information
  3. Submit message templates for approval
  4. Configure webhook for responses
  5. Test template sending
</Accordion>

<Accordion title="Push Setup (Coming Soon)">
  Push notification support is coming soon. Configuration will be available in a future release.
</Accordion>

<Accordion title="Voice Setup (Coming Soon)">
  AI-powered outbound voice calls for campaigns. The AI will automatically place calls with audio playback. Configuration details will be available when this channel launches.
</Accordion>

## Channel Status

View channel health from the Channels settings page:

| Status        | Meaning                             |
| ------------- | ----------------------------------- |
| **Connected** | Channel is configured and working   |
| **Pending**   | Awaiting verification or approval   |
| **Error**     | Configuration issue needs attention |
| **Disabled**  | Channel is turned off               |

## Compliance Considerations

Each channel has specific compliance requirements:

### Email (CAN-SPAM, GDPR)

* Include unsubscribe link
* Honor opt-out requests within 10 days
* Include physical address
* Clear sender identification

### SMS (TCPA, CTIA)

* Obtain explicit consent
* Include opt-out instructions
* Comply with quiet hours
* Register with carrier registries

### WhatsApp

* Use approved templates for outbound
* Respond within 24-hour window
* Follow WhatsApp Business policies
* Don't send promotional content without opt-in

### Push

* Respect system notification settings
* Provide value in every notification
* Allow granular preferences
* Don't abuse notification permissions

<Warning>
  Non-compliance can result in channel suspension, fines, or legal action. Ensure you understand and follow all applicable regulations.
</Warning>

## Next Steps

<CardGroup cols={2}>
  <Card title="Email Setup" icon="envelope" href="/channels/email">
    Configure your email sending infrastructure
  </Card>

  <Card title="SMS Setup" icon="message" href="/channels/sms">
    Set up SMS messaging capabilities
  </Card>

  <Card title="WhatsApp Setup" icon="whatsapp" href="/channels/whatsapp">
    Connect WhatsApp Business
  </Card>

  <Card title="Push Setup" icon="bell" href="/channels/push">
    Configure push notifications
  </Card>
</CardGroup>

<Info>
  **Voice** channel is coming soon. It will support AI-powered outbound voice calls with automatic audio playback for campaigns.
</Info>