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
Where messages come from
Messages can be initiated from three sources inside the XYB platform.
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.
Each message includes the following key fields:
Message ID
Unique identifier for the message instance. Used for support, auditing, and troubleshooting.
Entity reference
Internal reference for the entity associated with the message (for example, a customer, account, or transaction).
To
Destination for the message. This may be an email address, phone number, or device identifier depending on the channel.
Type
Channel used to send the message: Email, SMS, or Push.
Created
Date and time when the message was triggered.
Status
Current delivery state of the message: Sent, Delivered, or Failed.
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.
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