Customer Communications

You can manage all customer, entity, or stakeholder communication through the XYB platform, including system events, process notifications, and other key updates that your services need to send. Whether it’s a login verification code, an onboarding confirmation, a contract delivery, or a payment reminder, the platform ensures that all communication is stored and tracked in a unified, consistent manner. These messages may be triggered by product workflows, platform services such as authentication or credit, or by your own applications using the platform’s messaging capabilities.

How messaging flows are configured

Communications can be triggered automatically by platform features or initiated directly by your own applications, depending on your use case.

• Product workflows: Messages can be triggered automatically during standard journeys such as login (OTP SMS), onboarding (welcome emails), loan approval (contract delivery), or upcoming payments (reminders).

• Platform services: Core components like Authentication, Credit, and Payments can initiate communications as part of their built-in logic, sending items such as verification codes, contract attachments, or payment notifications.

• Your own applications: Custom backend services can also trigger messages directly through the platform’s messaging capabilities, enabling event-based notifications or bespoke workflows while using the same delivery and tracking system.

Note: When creating or updating product or process workflows, ensure your messaging channels and delivery settings are properly configured so the platform can route and deliver communications as expected. Learn more about product configuration and workflows.

---

Track and Manage Communications

The XYB platform provides a unified view of all outbound communications sent to your entities or stakeholders, making it easy to monitor what was sent, when it was sent, and whether it reached the intended recipient.

You can review communications at two levels:

• Global view: See all emails and SMS messages sent across your environment. This is useful for operational monitoring, support investigations, and compliance checks. Navigate to the main console view > Communications.

• Entity view: Scroll down through the individual entity page to view communication history for a specific customer, account, or stakeholder. This helps resolve support cases, confirm message delivery, and understand recent interactions tied to an individual entity.

Each message includes key details such as channel type, recipient, timestamp, and delivery status (Sent, Delivered, Failed), giving teams the visibility they need to ensure communications are working reliably and consistently across the platform.