Communication channels only become reliable when setup, testing, ownership, and failure handling are clear.
Messaging providers in scope
- Telegram
- WhatsApp with multiple providers
- phone and provider callbacks where applicable
Operational rule
Every provider setup should answer:
- how connection is tested
- how inbound messages appear in CRAIM
- where outbound sends are logged
- where connection issues appear
- who owns reconnecting or changing the provider
Knowledge base rule
User-facing guidance should explain what the team needs to do in the product and what to check when messages do not appear.
Minimum setup guidance
- confirm the provider account is active
- send a test inbound message
- send a test outbound message when supported
- explain status transitions and retry behavior
- show where failures appear in the product