Communication
Purpose
Everything the system says to the outside world goes through one sending path — to customers, prospects, portal users and suppliers alike.
The reason is not tidiness. A second sending path inevitably means a second place where sender, language, brand and logging have to be governed — and eventually a message missing from the thread because it bypassed the record.
Scope
- One dispatch service for every channel. New channels dock on as a further channel
implementation instead of building their own path.
- Brand-aware sender. Which account a message leaves through follows the brand — with a global
default as the safety net.
- Multilingual templates falling back to a cross-brand edition; what is maintained is the
difference, not every combination.
- The recipient's language decides. People are written to in the language held on their contact
record.
- Every dispatch leaves an entry in the thread and a delivery record. Sending a document creates
a thread entry — not a ticket.
- Token mails without stored content. Messages carrying access or one-time links are not stored
in clear text.
Interplay
Content comes from the mail templates, the route out from the system mail accounts, the appearance from the brand. Dispatch is triggered by functional modules or by the automation engine.
Limits
- Two deliberate exceptions. Marketing bulk mail runs through its own service provider, and
internal mail to your own staff — invitations, notifications, operations reports — does not run through the partner sending path.
- Tickets use their support mailboxes, so that replies land in the right thread.
- Without a configured sending account nothing goes out. That is intentional: silent dispatch
over an unknown route would be worse than a missing message, because nobody notices it.