Channels

Channel availability per plan

Email · SMTP / SES

Two layers: platform-default and per-workspace override.

• Platform default — outbound goes through AWS SES from the verified [email protected] identity. Every workspace gets this for free; nothing to configure. You can rebrand the From header by setting Settings → Email identity → Display name; the address stays on the verified sender (e.g. "Aurora Café Support" <[email protected]>).
• Per-workspace email provider (Settings → Custom email provider) — route outbound entirely through your own credentials. Three kinds:
  • SMTP — any SMTP-speaking provider (SendGrid SMTP, AWS SES SMTP, Postmark SMTP, custom MX). Configure host / port / username / password / STARTTLS.
  • SendGrid API — paste a SendGrid API key with the Mail Send permission. We post to api.sendgrid.com/v3/mail/send on every outbound. Faster + richer error responses than SMTP.
  • Amazon SES API — your AWS access key + secret + region. Outbound goes through SESv2 (SendEmail). Useful if you already own the SES identity on your own AWS account. Optional configuration-set name routes the send through a named SES config set (deliverability tracking, IP pools, etc).
  Both the From address and the display name are fully controlled by your provider once connected. A built-in Send test button on every kind verifies the credentials reach an inbox before any workflow uses them. Disconnect reverts to the platform default.

WhatsApp · Cloud API

Connect your WhatsApp Business account through Meta's Cloud API. You provide an access token and a phone-number ID. Novusflow handles message dispatch + status callbacks.

• Marketing-category templates need Meta approval (24-48h).
• Session messages (within 24h of customer reply) bypass template approval.
• Meta charges per conversation on top of plan price — passed through at cost on your usage page.

SMS

Provider-agnostic. Default driver is Twilio; AWS SNS, Vonage, and local Indonesian aggregators are pluggable from Settings → Providers. Configure sender ID per provider rules.

Voice · TTS

Business plan only. The template body becomes the TTS script; we generate audio at dial time using the configured voice (Indonesian and English voices supported). Delivery status mirrors outbound calls: queued → ringing → answered → completed / failed.

Social DMs (W5.2)

Six social DM channels ship as first-class send targets alongside Email / SMS / WhatsApp / Voice / Telegram. The contact carries a per-platform handle on contact.socials — set from the Edit drawer or the Create form on /contacts. SEND_MESSAGE resolves the handle at dispatch time; the DeliveryAttempt row carries the bare handle as the recipient.

• Instagram DM — handle on contact.socials.instagram. Available from Starter. Outbound via Meta Graph; recipient must follow the connected account or have an existing thread.
• X (Twitter) DM — handle on contact.socials.x. Available from Starter. Outbound via X DM API; recipient must allow DMs or follow the connected account.
• Threads DM — handle on contact.socials.threads. Available from Starter. DM surface is rolling out; best for replies in existing threads.
• TikTok DM — handle on contact.socials.tiktok. Available from Growth. DM API access is gated by TikTok; works best for replies to existing threads.
• Facebook Messenger — handle / page-scoped id on contact.socials.facebookMessenger. Available from Growth. Outbound via Meta Graph; the 24-hour customer-care window applies.
• LinkedIn DM — vanity / member-urn on contact.socials.linkedin. Available from Growth. Requires a connected Sales Navigator seat for outbound.

Fallback routing (Growth+)

Define a fallback channel per template: try WhatsApp first; if no delivery in 30 minutes, fall back to SMS; if SMS fails, send Email. Growth and Pro plans unlock this — Free and Starter must reach for an explicit Condition node instead.