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Conversations

Channels

SMS, Messenger, Instagram DMs, WhatsApp and email, and what each needs.

Connect channels per workspace

Messaging credentials and social accounts belong to the client workspace. OpenSettings → Connected apps to connect provider accounts, orSettings → Email & phone when your Systemly plan offers managed sender domains and phone numbers.

Email

Sending

Uses the workspace's Resend or SendGrid connection, an inherited agency connection, or the hosted Systemly sender.

Sender

Uses the workspace identity after its domain is verified; otherwise it falls back to the configured platform sender.

Inbound

Currently supported through Resend's email.received webhook and a workspace webhook secret.

Threading

Inbound email is grouped by sender and the subject after Re:, Fw:, or Fwd: is removed.

Configure Resend with an API key, verified from address, and optional inbound webhook secret. Subscribe its email.received event to https://app.systemly.com.au/api/webhooks/resend/{workspaceId}. SendGrid is supported for sending, but does not currently feed inbound email into the unified inbox.

SMS with Twilio

Connect an Account SID, Auth Token, and SMS-capable sending number in E.164 format. Once it is connected, the Twilio card under Integrations shows this workspace's incoming webhook, ready to copy: https://app.systemly.com.au/api/webhooks/twilio/{Workspace ID}, where the Workspace ID is the 9-digit number under Settings. In Twilio, open the number and paste it into A message comes in. Use the same URL for delivery status callbacks.

  • Systemly validates Twilio's signature before accepting a message or receipt.
  • Inbound STOP-like and START-like keywords update the contact's SMS consent.
  • Human inbox replies are sent as transactional conversation messages.
  • Delivery and failure callbacks update the recorded outbound message.

Facebook and Instagram

Connect the Facebook Page or Instagram Business account from Integrations. The Systemly Meta app must also be subscribed to the relevant messaging webhooks. Valid signed events create inbox threads; echo events sent by the connected account are ignored.

Replies use the same connected Page or Instagram account and are sent as Meta response messages. Meta's own permissions, review status, and messaging-window rules still apply; a rejected reply stays in the thread with Meta's error.

WhatsApp Business

Connect a permanent access token and phone number ID from the WhatsApp Cloud API. The hosted Meta webhook matches inbound events to that phone number ID, records text messages, and applies delivered, read, and failed status updates.

Inbox replies currently send plain text. Non-text inbound WhatsApp events appear with a short type label rather than a rendered attachment. Meta conversation windows and template requirements remain enforced by WhatsApp.

Current channel availability

Reply available

Email, SMS, Facebook, Instagram, and WhatsApp when their required provider is connected.

Inbound only

Web chat and internal-note data types exist, but sending from the inbox is not available yet.

Attachments

Inbound provider metadata can be retained, but the current inbox displays message text only and sends text-only replies.

When a channel cannot reply

  • Confirm you are in the same client workspace that owns the provider connection.
  • Reconnect expired social accounts and verify required Meta permissions remain approved.
  • Check that Twilio and Resend webhook URLs contain the correct workspace ID.
  • Keep the exact public webhook URL when configuring signatures; URL changes invalidate Twilio verification.
  • Open the failed message in the thread for the provider's returned error.