◾Communication channels

Smartico supports a variety of communication channels, and this article explains the different methods available for message delivery.

Emails

Smartico provides multiple options for email delivery:

• Existing gateways - Smartico natively supports major email gateways such as SendGrid, Mailgun, MailJet, and over 20 others. You can configure these gateways in the Smartico Back Office under Label \ Gateways \ Mail. This option works out of the box and requires no additional development. If your preferred gateway is not listed, you can submit a request via Smartico JIRA, including the gateway site link and testing credentials.

• SmartWay - Smartico offers its proprietary mail gateway, SmartWay, which provides first-class support directly from Smartico. It can be integrated as part of your general contract.

• Custom Gateway- If you prefer to manage email delivery independently, you can implement an API following the Secured Messaging Gateways guide. In this setup, Smartico will send your system the email content and recipient details, and your system will be responsible for final delivery. You must also report delivery status, including bounces and failures.

SMS

Similar to emails, SMS messages can be delivered through multiple methods

• Existing providers - Smartico supports over 80 SMS providers, including major platforms like Karix, Twilio, and Wavix. These providers are available out of the box and can be configured in the Smartico Back Office under Label \ Gateways \ Instant Messages. If your preferred provider is missing, you can request integration via Smartico JIRA with the gateway site link and testing credentials.

• Custom Gateway - Similar to email, you can set up a Custom Gateway for SMS delivery, where Smartico calls your API to send messages and track delivery status.

Smartico Inbox

Smartico Inbox is an internal communication channel, as detailed in the Smartico Inbox Guide.

• UI Flexibility - You can customize the Inbox UI using styling or implement a completely custom visualization through the Public API

• Custom Gateway - Unlike other channels, Inbox messages cannot be sent via an external API. If you need Smartico to send messages to your system, consider using Custom IM (explained below).

WhatsApp & Viber

Messages can be delivered through the following methods:

• Existing providers - Smartico integrates with a few selected providers for WhatsApp and Viber messaging, including Clickatell, Infobip, Botto, and Messagio. These providers can be configured in the Smartico Back Office under Label \ Gateways \ Instant Messages

• Custom Gateway - Similar to email and SMS, you can set up a Custom Gateway to manage message delivery through your system.

Telegram

Telegram communication is managed through a Telegram Bot, which Smartico administers. The setup process does not require a technical team and is detailed in this guide

If you want to handle Telegram message delivery independently, consider using Custom IM explained below

IVR

IVR can be used to make a calls to the users with predefined (or automatically generated) voice recordings and react on the users' choice over the voice conversation.

• Existing provider: Smartico has integration with 10+ different IVR providers like Wavix, Beyondix, Mobivate etc.

• Custom Gateway - Similar to email and SMS, you can set up a Custom Gateway to manage message delivery through your system provider.

Custom IM

If you use a communication channel that is not listed above, such as in-platform Popups or Notification Centers, Smartico offers a Custom IM solution

• Smartico can act as a resource manager for such channels, triggering delivery from Journeys, Scheduled Campaigns, or REST API calls.

• As a final delivery step, Smartico will call your API to send the message.

• A detailed implementation guide is available.

General capabilities

• Resource Management: Messages can be prepared in HTML, Liquid, Visual format, or according to the channel’s specific requirements.

• Tag Replacement: Smartico handles variable replacements, such as Hello {{state.user_first_name}}, internally.

• Feedback & Reporting: Smartico collects feedback from mail/SMS/IM gateways (or via API) on delivery status, including bounces and impressions. This data is used in reports, AI models, and is accessible in Smartico DWH.

• Triggering Messages: Communications can be triggered via:

  • Journeys (real-time campaigns)

  • Scheduled Campaigns

  • Personal messages (sent from Smartico Backoffice from user's page in CRM section)

  • REST API (for transactional communication such as password resets or phone number confirmations). details of setup can be found here