> For the complete documentation index, see [llms.txt](https://docs.xyb.co/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.xyb.co/xyb-console/customer-communications.md).

# Customer Communications

**Customer Communications** brings together all outbound messages triggered across the XYB platform as part of day-to-day operations. This includes notifications, welcome emails, one-time passwords, payment reminders, and any other messages sent to customers during their lifecycle.

All of these **messages are centralized in one place**, allowing you to track every outbound communication that is triggered at any stage, from onboarding to ongoing account activity.

Messages can be configured during initial product setup, defined within workflow configurations, or triggered directly by your own external applications integrated with the XYB platform. Regardless of how they are initiated, all messages flow through the same messaging system, giving product and operations teams a single view for delivery, tracking, and status reporting.

**Typical flow:**

**Platform event > Message trigger > Email or SMS sent > Message appears in the Communications console**

<figure><img src="https://1792085566-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkIq1PGbSmC3vQR1DFPNM%2Fuploads%2FyznhlaVTT4dG32N3NPHK%2Fimage.png?alt=media&amp;token=1754dbfc-21f8-4424-bc66-e9a1d830c161" alt=""><figcaption></figcaption></figure>

***

### Where messages come from

Messages can be initiated from three sources inside the XYB platform.

| Source                | What it does                                                   | Examples                                                                                       |
| --------------------- | -------------------------------------------------------------- | ---------------------------------------------------------------------------------------------- |
| **Product workflows** | Send messages during standard customer journeys                | Login OTPs, onboarding emails, loan approval notifications, payment reminders                  |
| **Platform services** | Automatically send messages as part of built-in platform logic | Authentication sending verification codes, Credit sending contracts, Payments sending receipts |
| **Your applications** | Your backend systems trigger messages using XYB messaging APIs | Custom alerts, partner notifications, or bespoke workflows                                     |

All three sources use the same delivery channels, templates, and tracking system.

### Communications Tab

The **Communications** tab in the XYB console shows all messages sent across your environment.

<figure><img src="https://1792085566-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkIq1PGbSmC3vQR1DFPNM%2Fuploads%2FPhGGLxulkZ89zhm8kJao%2Fimage.png?alt=media&amp;token=fbf2c6ee-fcc9-40b3-8379-e60bb484dd68" alt=""><figcaption></figcaption></figure>

Each message includes the following key fields:

<table><thead><tr><th width="165.3870849609375">Field</th><th width="574.8394165039062">Description</th></tr></thead><tbody><tr><td><strong>Message ID</strong></td><td>Unique identifier for the message instance. Used for support, auditing, and troubleshooting.</td></tr><tr><td><strong>Entity reference</strong></td><td>Internal reference for the entity associated with the message (for example, a customer, account, or transaction).</td></tr><tr><td><strong>To</strong></td><td>Destination for the message. This may be an email address, phone number, or device identifier depending on the channel.</td></tr><tr><td><strong>Type</strong></td><td>Channel used to send the message: Email, SMS, or Push.</td></tr><tr><td><strong>Created</strong></td><td>Date and time when the message was triggered.</td></tr><tr><td><strong>Status</strong></td><td>Current delivery state of the message: Sent, Delivered, or Failed.</td></tr></tbody></table>

This ensures every communication is fully traceable from trigger to delivery.

***

### Entity view

You can also view message history for an individual customer or account directly on their profile.

This view is useful when:

* handling support tickets
* confirming whether a message was delivered
* reviewing recent interactions

It shows all messages related to that specific record, giving support teams full context without needing to search across the entire system.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.xyb.co/xyb-console/customer-communications.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.