Account’s Communication Channels
The Channels page lets you configure and manage your account's communication channels. PBX.IM currently supports two messaging channels: SMS and WhatsApp Business.
Table of Contents
Access Channels
Log into PBX.IM Dashboard → Go to Settings → Select Channels
The page displays two tabs at the top: SMS and WhatsApp. The WhatsApp tab is only visible if the WhatsApp Business integration feature is enabled for your account.
SMS Tab
The SMS tab handles A2P 10DLC campaign registration, which is required before sending SMS messages to U.S. recipients.
A2P 10DLC Campaigns Table
If you have existing campaigns, a table displays them with the following columns:
| Column | Description |
|---|---|
| Message types | The message categories registered for the campaign (e.g., 2FA, Marketing, Customer Care) |
| Campaign ID | The unique identifier assigned to the campaign after submission |
| Actions | Edit or Delete buttons (only available for campaigns in Draft status) |
| Status | Current campaign status badge |
Campaign Statuses
| Status | Meaning |
|---|---|
| Draft | Campaign is saved but not yet submitted. Can be edited or deleted. |
| Submitted | Campaign has been sent for review. No further edits allowed. |
| Approved | Campaign passed carrier review and is active. |
| Rejected | Campaign did not pass review. Contact support for next steps. |
Register Brand & Campaign
Click Start registration to begin the 4-step registration wizard:
Step 1 -- Brand
Provide your business identity details:
| Field | Description |
|---|---|
| Brand name | Your public-facing brand name |
| Company type | Privately held, publicly traded, nonprofit, or government |
| Legal company name | Official registered company name |
| Tax Number / ID / EN | Your business tax identifier (format: X-XXXXXXX or XX-XXXXXXX) |
| Stock symbol | Required only for publicly traded companies |
| Stock exchange | Required only for publicly traded companies (NASDAQ, NYSE, AMEX, etc.) |
| Phone number | Business contact phone number |
| Primary email address | |
| Business contact email | Separate business contact email |
| Address, City, Country, State/Province, ZIP | Business mailing address (US and Canada only) |
| Vertical type | Industry vertical (e.g., Real Estate, Healthcare, IT, Financial) |
| Website | Your business website URL |
Step 2 -- Message Types
Select one or more message types that describe how you will use SMS:
- 2FA
- Account Notification
- Customer Care
- Delivery Notification
- Fraud Alert Messaging
- Higher Education
- Marketing
- Polling and Voting
- Public Service Announcement
- Security Alert
Step 3 -- Campaign
Configure campaign details, sample messages, and compliance attributes:
| Field | Description |
|---|---|
| Vertical | Industry vertical for this specific campaign |
| Campaign Description | Detailed description of the campaign's purpose (40--2048 characters) |
| Message Flow | How consumers opt in and consent to receive messages (40--2048 characters) |
| Sample Messages (1--5) | Example messages you will send. At least one is required. |
Compliance attributes (Yes/No for each):
| Attribute | Question |
|---|---|
| Opt-In collection | Are you collecting and processing consumer opt-in? |
| Opt-Out collection | Are you collecting and processing consumer opt-out? |
| HELP response | Have you implemented a HELP keyword response? |
| Direct lending content | Will the campaign include content related to direct lending or loans? |
| Embedded links | Are you using embedded links? |
| Embedded phone numbers | Are you using embedded phone numbers beyond the HELP contact? |
| Age-gated content | Will the campaign include age-gated content per CTIA guidelines? |
For each subscriber interaction (opt-in, opt-out, help), provide:
| Field | Description |
|---|---|
| Keywords | Comma-separated keywords subscribers can send (e.g., START, STOP, HELP) |
| Message | The response message subscribers receive (20--320 characters) |
Additional required URLs:
| Field | Description |
|---|---|
| Terms & Conditions URL | Must include SMS disclosure, message types, frequency, data rates, and opt-out instructions |
| Privacy Policy URL | Must include disclaimer that mobile opt-in will not be shared with third parties |
Step 4 -- Numbers
Select which SMS-enabled phone numbers to associate with this campaign. Only numbers not already assigned to another campaign are available.
If your account has no SMS-capable numbers, you will be prompted to purchase numbers first. If all SMS numbers are already in use by other campaigns, you must complete or remove those campaigns before proceeding.
Save as Draft
If you leave the registration wizard before finishing, you will be prompted to save your progress as a draft. Draft campaigns can be resumed later from the campaigns table.
Submit for Review
On the final step, clicking Finish & Submit opens a confirmation dialog. Once submitted, the campaign cannot be edited. The PBX.IM support team will review your submission and contact you with next steps.
WhatsApp Tab
The WhatsApp tab lets you connect your WhatsApp Business account to PBX.IM, enabling you to handle WhatsApp conversations directly from your Inbox. See the WhatsApp detail page for full setup instructions.
Key Capabilities
- Connect a WhatsApp Business Account via Meta OAuth
- View connected account details and status
- Manage WhatsApp business phone numbers
- Route incoming WhatsApp messages to personal or team inboxes
- Sync phone numbers from Meta
- Disconnect the account when needed
The WhatsApp tab is only visible if the "whatsapp-business-integration" feature flag is enabled for your account. Contact your administrator if you do not see this tab.
How They Work Together
SMS and WhatsApp are independent channels that share the same Channels settings page. They serve different purposes:
| Aspect | SMS | |
|---|---|---|
| Setup | A2P 10DLC brand and campaign registration | Meta Business Account OAuth connection |
| Region focus | United States and Canada | Global |
| Message routing | Messages sent/received via assigned phone numbers | Messages routed to personal or team inboxes |
| Compliance | Carrier-level A2P registration required | Meta Business verification required |
| Billing | Per-message SMS rates | Usage-based WhatsApp messaging rates |
Both channels appear in the PBX.IM Inbox once configured, allowing agents to manage all customer conversations from a single interface.