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Communications / Guide

Run your support inbox with Communications.

Communications brings SMS, WhatsApp, and Telegram Business conversations into one support inbox on your own provider accounts. Your team works them in the web console and from Telegram; admins connect providers and decide who can do what. This guide walks through both and lists every command and page.

Start the tutorial See every command

At a glance

Where you use it
In the Communications web console, and in its Telegram bot once you link your Telegram account. Your customers simply message you on SMS, WhatsApp, or Telegram.
Customer path
Your team: link Telegram, answer conversations, send messages, and decide approvals.
Admin path
Workspace admins: connect Twilio, set up the team and support settings, and issue API credentials.
Communications today
In developmentNot publicly hosted

Tutorial

Operate it step by step.

Follow every step, or only the customer or admin path. Your progress stays in this browser.

Step 2 of 12 · Customer

Work the support inbox

Answer customers from every channel in one place.

Do this

Console → Inbox
Conversations from SMS, WhatsApp, and Telegram Business, with their media.
Reply
Your reply goes out on the customer's own channel.
Escalate, hand off, or resolve
Moves the conversation to the right person or closes it.

You should see. Every conversation has an owner and a state your whole team can see.

Step 3 of 12 · Customer

Answer from Telegram

Handle a conversation from the notification the bot sends you.

Do this

Assign to me
Takes the conversation.
Reply to the notification
Telegram's reply on the notification message sends your answer to the customer.
Resolve
Closes it when you are done.
Illustrative example
  1. Bot: New message on WhatsApp from Example Customer: “Is my order shipped?” [Assign to me] [Resolve]
  2. You: (reply) Yes, it left this morning.
  3. Bot: Sent.

You should see. The customer gets your answer on WhatsApp, and the inbox records it.

Tip. Only the people a notification was sent to, with permission to send, can reply or resolve from it.

Step 4 of 12 · Customer and Admin

Check your plan and usage

See what your plan allows and how much of it is used.

Do this

/menu → 📋 Plan
Your plan and current usage; /plan does the same.
Console → Plan and usage
The same, with more detail.

You should see. Your plan's limits and today's usage.

Step 5 of 12 · Customer

Send an SMS

Send one text message from Telegram through your own Twilio account.

Do this

/menu → 📱 Send SMS
Shows the exact form of the command.
/send_sms <number> <message>
The number in international format, then the text.
Illustrative example
  1. You: /send_sms +1XXXXXXXXXX Your order is ready for pickup.
  2. Bot: Queued: message to +1XXXXXXXXXX.

You should see. The message is sent from your workspace's default SMS sender and recorded in History.

Tip. Sending needs your permission to send, a default SMS sender, a verified Twilio connection, and room in your plan.

Step 6 of 12 · Customer

Reply to Telegram Business customers

Answer customers who message your Telegram Business account.

Do this

Telegram's Business chat action
Opens the bot with that chat's details.
/biz_reply <connection_id> <customer_id> <message>
Replies as your Business account.

You should see. The reply appears in the customer's chat with your business, and in the inbox.

Step 7 of 12 · Customer

Look up history and contacts

Find what was sent to whom, and keep contacts tidy.

Do this

Console → History
Every communication, with its delivery state.
Console → Contacts
The workspace's contacts.

You should see. The full record of a customer's messages.

Step 8 of 12 · Customer

Approve prepared messages

Decide on messages and actions an AI agent prepared.

Do this

Console → Approvals
Prepared sends, replies, resolutions, and hand-offs to automation, waiting for a person.
Approve or decline
Approved actions run once; nothing runs without a decision.
Console → Templates
The reviewed templates messages are built from.

You should see. Nothing an agent prepares reaches your customers until a person approves it.

Tip. Deciding needs permission to send for the workspace. With two-factor sign-in on, each approval asks for a current code.

Step 9 of 12 · Admin

Connect Twilio and finish setup

Get a new workspace ready to send and receive.

Do this

Console → Setup
The steps for a new workspace, in order, checked against its real state.
Console → Providers
Connect your Twilio account; Communications checks its readiness.

You should see. Providers shows a connected, verified Twilio account and your senders.

Tip. Preparing the Twilio account itself (senders, A2P 10DLC, toll-free, WhatsApp) is covered step by step in the Twilio setup guide.

Step 10 of 12 · Admin

Set up the team and support

Decide who works in the workspace and how support is handled.

Do this

Console → Team
Members and their roles.
Console → Support settings
How conversations are routed and handled.
Console → Workspace settings
The workspace's details.

You should see. Each member sees, in the console and the bot, only what their role allows.

Step 11 of 12 · Customer and Admin

Secure accounts and review the audit trail

Protect sign-in, and see who did what.

Do this

Console → Security
Your own sign-in security, including two-factor sign-in.
Console → Audit
Admins review the workspace's audit events.

You should see. Two-factor sign-in on, and a reviewable record of changes and sends.

Step 12 of 12 · Admin

Connect your software

Give your own software scoped access through ApexAPI.

Do this

Console → API credentials
Issue a credential with only the scopes it needs.
Console → Developers
The API reference, with the quickstart in Help.

You should see. Your software can send communications and work conversations within its scopes; risky actions can wait in Approvals.

Command tree

Every command and menu, expanded.

Typed commands, menus, and the buttons inside them, with who can use each. A step link opens the part of the tutorial that walks through it.

Telegram bot, before linking

What the bot offers a Telegram account that is not linked to a workspace yet.

  • /startCommandCustomerAdmin

    Offers to create an account or link this Telegram account to one. Step 1

    • Create an accountButtonCustomerAdmin

      Opens sign-up for a new workspace. Step 1

  • /link CODECommandCustomerAdmin

    Links this Telegram account with the code from the web console. Step 1

    • Finish setupButtonCustomerAdmin

      Opens the console's setup. Step 9

    • Open the inboxButtonCustomerAdmin

      Opens the console's inbox. Step 2

    • HelpButtonCustomerAdmin

      Opens the console's help.

  • /helpCommandCustomerAdmin

    Explains where setup guidance lives, with Open Help and Getting started.

Telegram bot, linked

Typed in a private chat with the bot. The menu shows only what your role allows.

  • /start or /menuCommandCustomerAdmin

    Opens the menu, showing only what your role allows. Step 4

    • 📋 PlanButtonCustomerAdmin

      Your plan and current usage. Step 4

    • 📱 Send SMSButtonCustomerAdminNeeds permission to send

      Shows how to send a text with /send_sms. Step 5

    • Open the inboxButtonCustomerAdmin

      Opens the console's inbox. Step 2

    • Finish setupButtonCustomerAdmin

      Opens the console's setup. Step 9

    • HelpButtonCustomerAdmin

      Opens the console's help.

  • /planCommandCustomerAdmin

    Your plan and current usage; /credits shows the same. Step 4

  • /send_sms <number> <message>CommandCustomerAdminNeeds permission to send, an SMS sender, and a verified Twilio connection

    Sends one SMS through your workspace's Twilio account. Step 5

  • /biz_reply <connection_id> <customer_id> <message>CommandCustomerAdminNeeds a Telegram Business connection that can reply

    Replies to a Telegram Business customer. Step 6

  • /start bizChat…CommandCustomerAdminNeeds a Telegram Business connection

    Opened from Telegram's Business chat action: shows that chat's details. Step 6

  • /helpCommandCustomerAdmin

    Help guidance and links.

Conversation notifications

Sent by the bot when a customer conversation needs you.

  • Conversation notificationScreenCustomer

    Sent to you when a customer conversation needs you. Step 3

    • Reply to the notificationScreenCustomer

      Your reply goes to the customer on their channel. Step 3

    • Assign to meButtonCustomer

      Takes the conversation. Step 3

    • ResolveButtonCustomer

      Marks the conversation resolved. Step 3

Web console

Each page appears when your role has its permission.

  • DashboardScreenCustomerAdmin

    A summary of the workspace's activity.

  • InboxScreenCustomer

    Support conversations from SMS, WhatsApp, and Telegram Business: reply, escalate, hand off, resolve. Step 2

  • HistoryScreenCustomer

    Every communication the workspace sent or received. Step 7

  • ContactsScreenCustomer

    The workspace's contacts. Step 7

  • TemplatesScreenCustomer

    Reviewed message templates. Step 8

  • ApprovalsScreenCustomer

    Actions an AI agent prepared, waiting for a member to approve or decline. Step 8

  • Plan and usageScreenCustomerAdmin

    Your plan, limits, and usage. Step 4

  • SecurityScreenCustomerAdmin

    Your own sign-in security, including two-factor sign-in, and the code that links Telegram. Step 11

  • SetupScreenCustomerAdmin

    The steps to get a new workspace sending, checked against its real state. Step 9

  • ProvidersScreenAdmin

    Connects your Twilio account and checks its readiness. Step 9

  • TeamScreenCustomerAdmin

    The workspace's members and roles; admins change them. Step 10

  • Workspace settingsScreenAdmin

    The workspace's details. Step 10

  • Support settingsScreenAdmin

    How support conversations are routed and handled. Step 10

  • API credentialsScreenAdmin

    Credentials and scopes for your software. Step 12

  • AuditScreenAdmin

    The workspace's audit trail. Step 11

  • DevelopersScreenCustomerAdmin

    The API reference for your software. Step 12

  • HelpScreenCustomerAdmin

    Help articles.

Not listed: ApexAi's own operations commands and host tools, and retired buttons and credit-pack paths kept only to answer old messages. ApexAPI and ApexMCP, for software and agents, have their own pages, and preparing Twilio has its own guide.

Troubleshooting

When something does not work.

Common Communications problems and how to fix them
What you seeWhat to do
“This action is not recognized” on an old buttonThe bot's menus changed since that message was sent. Send /menu for the current menu. Check your plan and usage
/send_sms is refusedCheck that your role can send, the workspace has a default SMS sender, Twilio is connected and verified, and your plan has room. Connect Twilio and finish setup
The bot does not know my accountLink it with a fresh code from Console → Security, sent to the bot as /link CODE. Link your Telegram account
A menu button I expect is missingThe menu shows only what your role allows. A workspace admin can change your role in Team. Set up the team and support
/credits shows my planCredit packs are retired. Plans and usage replace them; /credits now shows the same as /plan. Check your plan and usage
Messages fail with a Twilio errorLook up the error code in the Twilio setup guide's troubleshooting table.
Back to Communications Twilio setup guideApexAPIApexMCP
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