Communication Channels

Configuring Multi-Channel Communication Gateways

WhiteStart provides an enterprise-grade multi-channel communication infrastructure, allowing organizations to connect and orchestrate customer interactions across WhatsApp Meta, Email (Gmail SMTP), SMS, RCS (Rich Communication Services), and Voice Telephony.

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1. Accessing Communication Settings

Main Sidebar ➔ Settings (⚙️) ➔ Communication ➔ [Channel]

1. In the primary left-hand navigation sidebar, click on Settings (⚙️) located near the bottom.
2. In the secondary settings navigation menu, click Communication to expand the channel options:
   • WhatsApp Meta: Link official WhatsApp Business Cloud API phone numbers and configure native in-chat payment gateways.
   • Gmail SMTP: Configure transactional and marketing email delivery via managed WhiteStart Provider or Custom SMTP.
   • SMS: Connect certified telecom gateways (Smartping, JIOCX, MSG91) with DLT registration compliance.
   • RCS: Connect verified Google RCS Rich Communication Services carrier gateways for interactive Android messaging.
   • Voice: Configure outbound voice dialers (OBD), IVR flows, and carrier telephony SIP endpoints.
3. Click your target communication channel to load its management console.

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2. Layout Structure & Channel Sections

The Communication workspace is organized into five dedicated transport channels:

+─────────────────────────────────────────────────────────────────────────────+
|  Settings ➔ Communication                                                   |
|  ├── WhatsApp Meta       • Cloud API Numbers & In-Chat UPI/Razorpay/PayU    |
|  ├── Gmail SMTP          • Managed WhiteStart Provider & Custom SMTP Relays |
|  ├── SMS                 • Smartping / JIOCX / MSG91 (DLT Compliance)       |
|  ├── RCS                 • Google Verified RCS Agents & Interactive Cards   |
|  └── Voice               • OBD Outbound Audio Broadcasts & Carrier SIP      |
+─────────────────────────────────────────────────────────────────────────────+

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3. Section 1: WhatsApp Meta & Native Payments

The WhatsApp Meta configuration console allows administrators to link official WhatsApp Business accounts and configure in-chat payment gateways to accept customer payments directly inside chat threads.

Connected WhatsApp Accounts

The directory displays all authorized WhatsApp Business Cloud API accounts:

• Account Name: Verified brand name associated with the profile.
• Account ID: Official Meta WhatsApp Business Account (WABA) ID.
• Phone Number: Verified international phone number registered with WhatsApp Cloud API (e.g., +1 (555) 019-2834).
• Status: Live indicator confirming whether webhook delivery and API health checks pass.
• Actions: Use Disconnect to safely unlink a phone number from your organization.

Connecting a WhatsApp Business Number

To add a new official phone number:

1. Click the orange + Add Account button on the top-right of the Connected WhatsApp Accounts section.
2. In the modal dialog, click Integrate Your Whatsapp Account.
3. A secure Meta Facebook login pop-up window will launch.
4. Select your Meta Business Manager, choose or register your WhatsApp Business Profile, and verify your number via OTP.
5. Grant WhiteStart permission to manage messages and templates to complete provisioning.

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In-Chat Payment Configurations

WhiteStart enables seamless in-chat payments so your customers can complete purchases, clear invoices, or pay bills without exiting WhatsApp:

Configuring a Payment Gateway:

1. Click + Add Config in the Payment Configurations panel.
2. Complete the required configuration fields:
   • WhatsApp Account: Select the registered WhatsApp phone number that will dispatch payment requests.
   • Configuration Name: Enter a unique identifier (e.g., MyDemoPay). Note: This identifier is embedded into Meta’s payment payload and cannot be modified after creation.
   • Payment Method: Choose your checkout type (UPI Intent or Payment Gateway Deep Integration).
   • Provider: Select your payment processor (UPI VPA Direct, Razorpay, or PayU).
   • Merchant Category Code (MCC): Provide your 4-digit business sector MCC (default: 0000).
3. Click Save Configuration.
4. If your gateway requires OAuth authorization (such as Razorpay), the badge will display Needs OAuth. Click Complete Setup → to finalize merchant authorization.

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4. Section 2: Gmail & Corporate Email (Gmail SMTP)

The Gmail SMTP module serves as WhiteStart’s central outbound email delivery engine. Organizations can dispatch automated transactional alerts, booking confirmations, workflow notifications, e-invoices, password resets, and multi-step marketing email sequences through two high-deliverability routing architectures: WhiteStart Provider (fully managed cloud mail relay) or Custom SMTP (direct connection to Google Workspace, Gmail SMTP, Microsoft 365, Amazon SES, SendGrid, or private corporate mail servers).

Connected Email Accounts Directory

The directory table provides real-time visibility and control across all provisioned mailboxes:

• Account Name: The friendly organization or sender profile identifier (e.g., Harsha Vardhan G, TEAM LINK MAIL).
• Email Address: The authenticated sender address that recipients will see in the email From: header (e.g., [email protected], [email protected]).
• Type: Indicates the transport delivery infrastructure:
  • • WhiteStart Provider (blue pill badge) — Managed relay requiring zero external server configuration.
  • • Custom SMTP — Routed through external corporate SMTP server or third-party email provider.
• Status: Operational health indicator confirming active connection (Connected green badge).
• Actions:
  • ✏️ Edit (Pencil Icon): Update mailbox display name, sender address, or refresh SMTP credentials/passwords.
  • 🗑️ Delete (Trash Icon): Remove the email provider configuration and unlink the sender address from automated campaigns.

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Adding an Email Provider

To configure a new sender account:

1. In the sidebar under Communication, select Gmail SMTP.
2. Click the orange + Add Account button in the top right corner.
3. The Add Email Provider configuration modal opens. Choose your preferred delivery method:

Option A: WhiteStart Provider (Managed Cloud Relay)

For organizations that want instant, high-deliverability email dispatches without managing external mail servers or handling manual SMTP handshake protocols:

Step-by-Step Configuration:

1. In the modal, select the WhiteStart Provider tab.
2. Complete the required profile parameters:
   • Tenant Name: Enter your workspace tenant identifier (e.g., Shadcn). This namespaces your email relay within WhiteStart’s multi-tenant delivery cluster.
   • Account Name: Enter a recognizable sender identifier for internal reference (e.g., My Organization, Billing Department).
   • From Email: Specify the default sender email address (e.g., [email protected]).
3. Click Save Configuration.
4. The system validates the tenant parameters and registers the account with an active Connected status badge.

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Option B: Custom SMTP (Google Workspace / Gmail / Corporate Mail Server)

For businesses requiring outbound mail to originate directly from their own company domain (Google Workspace, Gmail, Microsoft 365, Amazon SES, SendGrid, Mailgun, or on-premise SMTP server):

Step-by-Step Configuration:

1. In the modal, select the Custom SMTP tab.
2. Fill in the email server credentials and security bindings:
   • Account Name: Enter a descriptive internal name (e.g., My Organization, Customer Support Desk).
   • From Email: Enter the corporate sender email address (e.g., [email protected]).
   • Host: Enter your outbound SMTP relay server domain:
     • Gmail / Google Workspace: smtp.gmail.com
     • Microsoft 365 / Outlook: smtp.office365.com
     • Amazon SES: email-smtp.<region>.amazonaws.com
     • SendGrid: smtp.sendgrid.net
   • Port: Enter the network communication port:
     • 587 — Standard submission port with STARTTLS encryption (recommended).
     • 465 — SSL/TLS encrypted connection.
     • 25 — Traditional unencrypted SMTP port (often blocked by cloud providers).
   • Username: Enter your authenticated SMTP user ID or email address (e.g., [email protected]).
   • Password: Enter the SMTP password or service token:
     • Google Workspace / Personal Gmail: Generate and use a dedicated 16-character Google App Password (requires 2-Step Verification enabled under Google Account Security).
     • Third-Party Relays (SES, SendGrid): Use your generated SMTP API key or password credentials.
   • Encryption Protocols:
     • [x] Use TLS — Recommended. Check this box when using port 587 for modern STARTTLS handshake negotiation.
     • [ ] Use SSL — Check this box when connecting via port 465 for legacy implicit SSL wrapping.
3. Click Save Configuration.
4. WhiteStart performs an immediate SMTP handshake test:
   • Connects to the host server on the specified port.
   • Negotiates TLS encryption.
   • Authenticates with user credentials.
   • Upon successful verification, the account appears in the directory with a green Connected badge.

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Core Operational Capabilities of Email SMTP

Connecting an email provider enables five core enterprise workflows:

1. Omnichannel Fallback & Escalation

When customers do not open WhatsApp messages or time-sensitive SMS alerts, WhiteStart visual workflows can automatically fall back to email dispatches, guaranteeing reliable communication delivery.

2. Automated Invoicing & PDF Receipts

Dispatch professional HTML receipts, payment confirmation links, and PDF invoices directly to customer email inboxes upon completed transactions.

3. Calendar Invitations & Meeting Reminders

Deliver .ics calendar invites and video conferencing links (Zoom, Google Meet) directly to attendees after scheduling appointments via WhiteStart chat widgets.

4. Drip Marketing & Lead Nurturing Campaigns

Schedule automated multi-step onboarding sequences, follow-up emails, and educational drip campaigns triggered by customer lifecycle stages.

5. System Notifications & Agent Alerts

Trigger instant internal notifications to designated account owners or support agents when high-priority leads submit inquiries or request live escalation.

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Email Deliverability & DNS Best Practices

To ensure that outgoing emails land in customer primary inboxes rather than spam folders, configure the following DNS records on your sending domain:

Record Type	Purpose	Recommendation
SPF (Sender Policy Framework)	Authorizes WhiteStart or your SMTP relay to send emails on behalf of your domain.	Add include:_spf.google.com (or provider equivalent) to your root TXT record.
DKIM (DomainKeys Identified Mail)	Cryptographically signs outgoing emails to verify sender authenticity and prevent tampering.	Publish 2048-bit DKIM public key TXT records in your DNS manager.
DMARC (Domain-based Message Authentication)	Instructs receiving mailboxes how to handle unauthenticated emails.	Implement at least v=DMARC1; p=quarantine; for domain spoofing protection.
Custom Tracking Domain	White-labels click and open tracking URLs with your own branded subdomain.	Configure a CNAME record (e.g., email.yourbrand.com).

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Role-Based Access Control (RBAC) Permissions

Managing email accounts is governed by permissions under the Messaging: Email entity group in Roles & Policies:

Privilege Level	Permission Name	Operational Scope
Add Mailbox	Can add email provider	Create and provision new WhiteStart Provider or Custom SMTP configurations.
Modify Mailbox	Can change email provider	Update SMTP host, port, security certificates, or mailbox credentials.
Remove Mailbox	Can delete email provider	Delete email configurations and unlink sender mailboxes.
View Mailbox	Can view email provider	Access the Gmail SMTP tab and view active mailboxes and health metrics.

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5. Section 3: SMS Telecom Providers

WhiteStart integrates directly with certified telecommunications aggregators to dispatch time-sensitive One-Time Passwords (OTPs), critical transaction alerts, appointment confirmations, and regulatory-compliant promotional broadcasts. Outbound SMS dispatches support full integration with telecom Distributed Ledger Technology (DLT) governance standards.

Connected SMS Providers Directory

The SMS management console is segmented by aggregator tabs (Smartping, JIOCX, MSG91):

• Sender ID: The registered 6-character alphanumeric header approved by telecom authorities (e.g., MRPROF).
• DLT Entity ID: The official 19-digit Principal Entity (PE) identifier assigned under national telecom regulations (e.g., 1701163273056289970).
• Username / Endpoint: The authenticated telecom account username or API endpoint (e.g., whitetsta.trans).
• Actions:
  • ✏️ Edit (Pencil Icon): Update header bindings, refresh authentication tokens, or adjust gateway routing rules.
  • 🗑️ Delete (Trash Icon): De-provision the SMS gateway connection.

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Connecting an SMS Provider

To link a new telecommunications gateway:

1. In the sidebar under Communication, select SMS.
2. Click the orange + Add Provider button in the top right corner.
3. The provider selector modal appears:

4. Choose your telecom provider:
   • Connect Smartping
   • Connect JIOCX
   • Connect MSG91

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1. SmartPing Gateway Configuration

SmartPing provides high-throughput telecom routing optimized for enterprise OTPs and transactional notifications:

Step-by-Step Setup:

1. Click Connect Smartping in the provider modal.
2. Configure the required regulatory parameters:
   • Sender ID (Header): Enter your 6-character approved sender header (e.g., 123456 or MRPROF).
   • DLT Entity ID (PE ID): Input your 19-digit Principal Entity registration ID (e.g., 1701163273056289970).
   • Use System Gateway:
     • [x] Checked (Default): Routes dispatches through WhiteStart’s optimized carrier infrastructure. Messages are charged directly against your workspace SMS wallet credits without requiring separate telecom contracts.
     • [ ] Unchecked: Allows your organization to bind custom contractual SmartPing API credentials and private carrier rate cards.
3. Click Save Configuration to register the gateway.

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2. JIOCX Telecom Configuration

JIOCX connects directly into Jio’s enterprise cloud telecommunications network for carrier-grade SMS delivery:

Step-by-Step Setup:

1. Click Connect JIOCX in the provider modal.
2. Complete the carrier identification fields:
   • Sender ID (Header): Enter your approved DLT header (e.g., 123456).
   • DLT Entity ID (PE ID): Enter your verified Jio DLT Principal Entity ID.
   • Use System Gateway:
     • [x] Checked: Leverage WhiteStart’s pre-authenticated carrier pipeline with per-SMS credit deduction.
     • [ ] Unchecked: Input private enterprise JIOCX account credentials.
3. Click Save Configuration to activate the connection.

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3. MSG91 Gateway Configuration

MSG91 provides global and domestic SMS delivery with simplified API key authentication:

Step-by-Step Setup:

1. Click Connect MSG91 in the provider modal.
2. Enter your API authentication parameters:
   • Default Sender ID (Header): Enter your approved 6-character brand header (e.g., 123456).
   • Auth Key: Paste your private alphanumeric MSG91 authentication API key.
3. Click Save Configuration to verify authentication and enable dispatch routing.

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DLT Compliance & Regulatory Requirements

DLT Mandates for India Dispatches

All SMS traffic terminating in India must comply with TRAI (Telecom Regulatory Authority of India) DLT mandates:

• Principal Entity (PE) Registration: Your enterprise must be registered with a telecom DLT portal (Jio, Airtel, Vodafone Idea, BSNL, or Videocon).
• Header (Sender ID) Registration: Headers must be exactly 6 characters (e.g., WSTART).
• Content Template Registration: All message bodies must be pre-approved with exact variable placeholders ({#var#}).
• Consent Management: Promotional broadcasts may only be delivered between 10:00 AM and 9:00 PM local time to non-NDNC (National Do Not Call) registered numbers.

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Core Operational Capabilities of SMS Providers

Integrating SMS gateways empowers your organization with four essential capabilities:

1. High-Speed OTP & 2FA Dispatch

Achieve sub-5-second delivery latencies for time-critical authentication PINs, login verifications, and financial authorization tokens.

2. Omnichannel Fallback Routing

When interactive WhatsApp messages or mobile push notifications fail to deliver or remain unread after a set period, WhiteStart workflows automatically fall back to SMS to ensure 100% receipt of critical notices.

3. Emergency & Service Disruption Alerts

Broadcast high-priority service outage notices, flight/booking updates, and security alerts to large contact segments with high carrier throughput.

4. Transactional Receipts & Booking Summaries

Deliver concise, clickable SMS confirmations containing shortened URLs for invoice payments, order tracking, and consultation appointments.

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Role-Based Access Control (RBAC) Permissions

Managing SMS gateways is governed by permissions under the Messaging: SMS entity group in Roles & Policies:

Privilege Level	Permission Name	Operational Scope
Add Gateway	Can add SMS configuration	Provision new Smartping, JIOCX, or MSG91 SMS gateway connections.
Modify Gateway	Can change SMS configuration	Update DLT headers, PE IDs, auth keys, or toggle system gateway routing.
Remove Gateway	Can delete SMS configuration	Remove connected SMS aggregators and decommission carrier routes.
View Gateway	Can view SMS configuration	Access the SMS tab, inspect registered headers, and check delivery status.

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6. Section 4: RCS (Rich Communication Services)

Rich Communication Services (RCS) upgrades standard SMS text messaging into an interactive, branded, app-like experience directly inside the default Google Messages application on Android devices. WhiteStart enables businesses to deploy verified enterprise sender profiles with verified checkmark badges, custom brand themes, cover banners, interactive carousels, action chips (Call, Visit Website, View Location), and conversational chatbots without requiring end-users to install third-party applications.

Connected RCS Providers Directory

The RCS console organizes authorized carrier gateways by aggregator tabs (Smartping, Sparc, JIOCX):

• Name: The internal friendly identifier assigned to the RCS bot (e.g., WhiteStart SmartPing).
• Agent ID: The official Google RBM (RCS Business Messaging) or carrier agent identifier (e.g., WhiteStart_2026).
• Actions:
  • ✏️ Edit (Pencil Icon): Update agent credentials, API keys, brand colors, cover assets, or endpoint URLs.
  • 🗑️ Delete (Trash Icon): Remove the RCS carrier gateway and decommission bot routing.

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Connecting an RCS Carrier Gateway

To provision a new RCS bot or gateway:

1. In the sidebar under Communication, select RCS.
2. Click the orange + Add Provider button in the top right corner.
3. The provider selector modal opens:

4. Select your preferred RCS carrier partner:
   • Connect Smartping
   • Connect Sparc
   • Connect JIOCX

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1. SmartPing RCS Gateway Configuration

SmartPing connects directly to enterprise carrier RBM infrastructure for rapid transactional card delivery:

Step-by-Step Setup:

1. Click Connect Smartping in the provider selector modal.
2. Complete the carrier identification parameters:
   • Internal Name: Enter a recognizable name for internal tracking (e.g., Marketing RCS, Support Bot).
   • Agent ID (Bot Id): Enter your verified Bot ID registered in the Jio or Google RBM Console (e.g., WhiteStart_2026).
   • API Key (x-apikey): Provide your private carrier authentication key (x-apikey).
3. Click Save Configuration to register the gateway.

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2. Sparc RCS Business Assistant Creation Wizard

Sparc provides an end-to-end 5-step visual onboarding wizard with a real-time interactive Android phone mockup that renders your brand assets dynamically:

Step 1: Basic Assistant Details

Configure the core operational category and billing structure for the assistant:

1. Assistant Name * (Max 40 characters): Enter the public brand name displayed in the Google Messages top bar (e.g., whitestart).
2. Assistant Category *: Select your primary messaging intent (Transactional, Customer Care, or Promotional).
3. Billing Category *: Select your carrier billing tier (Single Message or Conversational Session).
4. Description * (Max 100 characters): Provide a concise summary of your business displayed in the verified profile card.
5. Click Next →.

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Step 2: Branding & Visual Customization

Customize the look and feel of your verified RCS profile:

1. Theme Color *: Select or enter a hex color code (e.g., #3b82f6). This color brands the Google Messages chat header, quick reply chips, action buttons, and conversation accent elements.
2. Cover Image *: Upload your brand’s hero banner displayed at the top of the agent details card:
   • Supported Formats: JPEG, PNG, SVG
   • Required Dimensions: 1440 × 448 px
   • Maximum File Size: 200 KB
3. Icon Image *: Upload your official circular brand avatar / logo:
   • Supported Formats: JPEG, PNG, SVG
   • Required Dimensions: 240 × 240 px
   • Maximum File Size: 50 KB
4. The live Android device mockup on the right instantly reflects the uploaded visual assets.
5. Click Next →.

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Step 3: Contact & Legal Verification Details

Provide verifiable organization details required by telecom operators and Google RBM:

1. Contact Person Details:
   • Full Name *: Authorized corporate representative (e.g., White Start).
   • Mobile Number *: Direct verification phone number.
   • Designation *: Corporate role or title.
   • Official Email ID *: Company domain email address.
2. Business Phone Numbers: Add customer support numbers that automatically render as clickable “Call Us” buttons on Android devices.
3. Business Websites: Enter your primary website URL that renders as a “Visit Us” quick action button.
4. Business Emails: Enter customer support mailboxes that render as a direct “Support” action button.
5. Business Security: Provide public links to your organization’s mandatory Privacy Policy URL and Terms & Conditions URL for regulatory compliance.
6. Click Next →.

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Step 4: Verification & Regulatory Opt-In Consent

Carrier compliance and Google RBM guidelines require explicit opt-in proof and user consent mechanisms:

1. Opt-in Message *: Define the mandatory opt-in notification presented to users before rich messaging begins.
2. Opt-out Message *: Specify the mandatory unsubscribe instruction (e.g., “Reply STOP to unsubscribe”).
3. Interactions *: Describe typical conversational journeys, menu button trees, and expected bot responses.
4. Action Triggers *: Define triggers, webhook events, or campaign keywords that initiate assistant dispatches.
5. Consent Screenshot *: Upload visual proof (e.g., web checkout checkbox, landing page form, or physical agreement) demonstrating where users provide verifiable consent to receive RCS communications.
6. Click Submit to dispatch the application for carrier approval.

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Step 5: Carrier Verification & Live Activation (Done)

• Carrier Review Pipeline: Sparc routes the assistant application through Google RBM and designated telecommunication operator networks (Jio, Airtel, Vodafone Idea).
• Live Deployment: Upon validation (typically 24–48 business hours), the agent is provisioned with a verified Google blue checkmark badge and is automatically enabled across WhiteStart’s visual workflow builder and broadcast engines.

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3. JIOCX RCS Gateway Configuration

Connect directly to Reliance Jio’s native enterprise cloud telecommunications infrastructure:

Step-by-Step Setup:

1. Click Connect JIOCX in the provider selector modal.
2. Enter the carrier API parameters:
   • Internal Name: Descriptive name for internal routing (e.g., Sales RCS).
   • Agent ID (Bot ID): Verified Jio RCS agent identifier (e.g., sales-i789).
   • API Key (x-apikey): Your private JIOCX authentication header key.
   • API Endpoint URL: Carrier dispatch endpoint (e.g., https://rcsapi-uat.jiocx.com/api/v1/sendMessage).
3. Click Save Configuration to activate the gateway.

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Core Operational Capabilities of Verified RCS

1. Verified Sender Branding & Fraud Protection

RCS replaces raw phone numbers with verified corporate brand names, high-resolution logos, and verified checkmark badges, eliminating phishing risks and boosting message open rates by over 40%.

2. Interactive Rich Media Carousels

Deliver horizontal scrollable cards with high-resolution hero images, formatted markdown titles, descriptions, and up to four interactive action buttons per card.

3. One-Tap Suggested Actions & Quick Replies

Enable recipients to interact with a single tap:

• Open URL: Direct users to specific landing pages, tracking links, or payment checkout portals.
• Dial Phone Number: Launch the native phone dialer with pre-populated phone numbers.
• View Location: Display interactive map coordinates for physical store locations.
• Create Calendar Event: Add webinar or appointment invites directly to Google Calendar.

4. Read Receipts & Typing Indicators

Gain complete transparency into customer engagement with real-time delivery confirmations, read receipts, and typing indicators identical to modern instant messaging apps.

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Role-Based Access Control (RBAC) Permissions

Managing RCS gateways is governed by permissions under the Messaging: RCS entity group in Roles & Policies:

Privilege Level	Permission Name	Operational Scope
Add RCS Gateway	Can add RCS configuration	Provision new Smartping, Sparc, or JIOCX RCS carrier gateways and launch new assistants.
Modify RCS Gateway	Can change RCS configuration	Update bot IDs, brand colors, cover assets, interactive action chips, or endpoint URLs.
Remove RCS Gateway	Can delete RCS configuration	Decommission verified RCS agents or unlink carrier aggregators.
View RCS Gateway	Can view RCS configuration	Access the RCS tab, inspect verified assistants, carrier status, and delivery metrics.

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7. Section 5: Voice & IVR Telephony Providers

WhiteStart’s Voice & IVR telephony subsystem orchestrates automated high-throughput outbound calling (OBD), multi-level Interactive Voice Response (IVR) phone menus, automated call routing, speech synthesis alerts, and agent-lead call bridging across major enterprise telecommunication carriers (Smartping, Sparc, and JIOCX).

Connected Voice Providers Directory

The Voice management directory organizes provisioned telephony lines and trunks across carrier tabs (Smartping, Sparc, JIOCX):

• Username: The authenticated SIP username, trunk identifier, or OBD account handle (e.g., MAKE_OBD_1000734).
• Actions:
  • ✏️ Edit (Pencil Icon): Update telephony authentication credentials, SIP credentials, or caller ID routing.
  • 🗑️ Delete (Trash Icon): Disconnect the telephony trunk and remove carrier routing.

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Connecting a Voice / IVR Provider

To link an outbound dialer or IVR voice trunk:

1. In the sidebar under Communication, select Voice.
2. Click the orange + Add Provider button in the top right corner.
3. The provider selector modal appears:

4. Choose your voice telephony partner:
   • Connect Smartping
   • Connect Sparc
   • Connect JIOCX

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1. SmartPing Voice (OBD & IVR) Configuration

SmartPing provides automated dialer routes optimized for high-volume voice broadcasts and automated reminder calls:

Step-by-Step Setup:

1. Click Connect Smartping in the provider selector modal.
2. Complete the carrier credentials:
   • Username: Enter your assigned SmartPing voice account or trunk handle (e.g., temp-voice-1 or MAKE_OBD_1000734).
   • Password: Enter your secure telephony service password or API secret.
3. Click Save Configuration to verify SIP/HTTP bindings and activate voice trunking.

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2. Sparc Voice (Enterprise Telephony) Configuration

Sparc delivers interactive multi-level IVR telephony infrastructure with dynamic call bridging and DTMF response collection:

Step-by-Step Setup:

1. Click Connect Sparc in the provider selector modal.
2. Complete the carrier credentials:
   • Username: Enter your Sparc administrative voice account email or trunk ID (e.g., [email protected]).
   • Password: Enter your Sparc telephony API token or password.
3. Click Save Configuration to register the telephony gateway.

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3. JIOCX Voice Gateway Configuration

JIOCX provides carrier-native voice termination across Reliance Jio’s pan-national telecommunications grid for high-concurrency automated dialer campaigns:

Step-by-Step Setup:

1. Click Connect JIOCX in the provider selector modal.
2. Complete the carrier telephony parameters:
   • Username: Enter your assigned JIO CX enterprise voice account username (e.g., JIO CX Voice Username).
   • Password: Enter your secure telephony service password.
   • Caller ID Number: Enter the dedicated virtual caller ID / pilot number (e.g., XXXXXXXXXX) that will display on recipient phone screens during outbound calls.
   • Base URL: Enter the carrier API dispatch endpoint (default: https://voice-uat.jiocx.com).
3. Click Save Configuration to verify connection handshake and activate carrier routing.

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Core Operational Capabilities of Voice & IVR

1. Outbound Automated Dialer (OBD) Campaigns

Broadcast pre-recorded audio messages, synthetic Text-to-Speech (TTS) announcements, and urgent payment reminders to thousands of contacts simultaneously with automated retry logic on busy or unanswered calls.

2. Interactive Multi-Level IVR Menus

Design visual IVR phone trees where callers navigate menus using keypad DTMF tones (e.g., “Press 1 for Sales, Press 2 to track an order, Press 0 to speak with an agent”).

3. Real-Time Agent-Lead Call Bridging

When a high-value lead requests an immediate callback through WhatsApp or website live chat, WhiteStart triggers an instant dual-leg call: first ringing the available sales rep, then bridging the prospective client seamlessly.

4. Call Recording, Transcripts & Analytics

Maintain compliance and quality assurance with automated cloud call recording, duration tracking, DTMF response analytics, and automated CRM logging.

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Role-Based Access Control (RBAC) Permissions

Managing voice and IVR telephony gateways is governed by permissions under the Messaging: Voice and IVR entity group in Roles & Policies:

Privilege Level	Permission Name	Operational Scope
Add Voice Trunk	Can add IVR configuration	Connect new telephony aggregators (Smartping, Sparc, JIOCX) and provision OBD gateways.
Modify Voice Trunk	Can change IVR configuration	Update telephony usernames, passwords, caller ID routes, or speech synthesis settings.
Remove Voice Trunk	Can delete IVR configuration	Unlink telephony providers and decommission voice trunks.
View Voice Trunk	Can view IVR configuration	Access the Voice tab, view active lines, line health, and check call throughput metrics.

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8. Quick Reference Summary

Channel	Supported Providers	Authentication / Identifier	Primary Use Case
WhatsApp Meta	Meta Cloud API	WABA ID & Phone Number	Conversational messaging, customer support, and in-chat payments.
Gmail SMTP	WhiteStart Mail / Custom SMTP	OAuth 2.0 / SMTP Credentials	Transactional email alerts, lead confirmations, and drip sequences.
SMS	Smartping, JIOCX, MSG91	DLT Entity ID & Sender Header	OTP dispatches, time-sensitive alerts, and bulk text marketing.
RCS	Smartping, Sparc, JIOCX	Google Verified Agent ID	Interactive rich cards, carousels, and suggested actions on Android.
Voice / OBD	Smartping, Sparc, JIOCX	Carrier SIP / HTTP Credentials	Automated appointment reminder calls, IVR menus, and audio broadcasts.

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9. Best Practices & Regulatory Compliance

Telecom & Regulatory Compliance

• DLT Header Approval (India): Ensure all Sender IDs and SMS message templates are pre-approved on the telecom DLT portal before broadcasting.
• WhatsApp Meta Quality Rating: Maintain active opt-in records to prevent customer spam reports and preserve high phone number quality ratings.
• Payment Credentials: Rotate payment gateway webhook secrets periodically to maintain peak transaction security.

Dispatch Queuing & Provider Throughput Limits

Downstream telecom and messaging providers enforce strict throughput caps (such as Meta messaging tiers or telecom SMS per-second rates). WhiteStart automatically manages queue scheduling to deliver high-volume dispatches reliably without hitting provider rate limits.