Custom Channel

You need to have a Business Plan or above to connect your Custom Channel to YesHello. Please upgrade or subscribe to a Business or Enterprise plan of YesHello to use this feature.

How it works

Receiving a Message

To receive a message via a Custom Channel, the following steps need to be followed:

1. When Contact attempts to send a message, the messaging service provider will call your custom integration server with the message payload (please review the API documentation of messaging service provider for reference).

2. Your custom integration server will receive the message and post it to YesHello (in respond.io format).

3. YesHello will receive the post request, save the message and display it on the Messages module.

Sending a Message

To send a message via a Custom Channel, the following steps need to be followed:

1. When a User/Workflow/Broadcast attempts to send a message, YesHello will call your custom integration server with the message payload (in respond.io format).

2. Your custom integration server will receive the message and will post it to the messaging service provider in the format that they require (please review the API documentation of messaging service provider for reference).

3. The messaging service provider will receive the Webhook and confirm if the message has been delivered successfully.

If the message is not delivered successfully, you can try adding a retry mechanism in your custom integration server.

Channel Capabilities

The Custom Channel capabilities are listed below:

• Message Status Availability

• Broadcasts

• Rate Limits

Message Status Availability

For the Custom Channel, the message status availability is shown in the table below:

Message Status	Availability
Sent	✅
Delivered	✅
Read	✅
Failed	✅

Broadcasts

It is possible to send broadcast messages through a Custom Channel connected to YesHello.

- Learn more about how to send a broadcast here -Learn how to deal with failed broadcast messages here

Rate Limits

A rate limit is the number of API calls an app or user can make within a given time period defined by the channel. The rate limit for a Custom Channel is set at 20 requests per second.

Channel Limitations

• With Custom Channels, it is not possible to detect whether a messaging window is open or closed.

• It is also not possible to send tagged or template messages.