Email, SMS, WhatsApp, Calendar & Social
Governed communication and scheduling connectors: approved providers and templates only, consent and opt-out enforced at dispatch, throttling per channel, quarantined inbound parsing and calendar ownership/conflict rules (INT-04).
| Channel | Provider profile | Auth / credential | Consent gate | Throttle | Template policy | Status |
|---|---|---|---|---|---|---|
| Email — transactional receipts, contracts, statements |
M365 Exchange Online · noreply@almanara.ae | OAuth2 app · vault kv/prod/comms/m365 | Opt-out honored (legal notices exempt) | 600 / h | Approved templates only | Active |
| Email — marketing campaigns, newsletters |
CampaignMail Cloud (UAE region) | API key · vault kv/prod/comms/cmail | Explicit consent required | 2,000 / h | Approved templates + unsubscribe footer | Active |
| SMS sender ID: ALMANARA |
GulfSMS Gateway (TDRA-registered) | API key · vault kv/prod/comms/gsms | Consent + DND window 21:00–08:00 GST | 300 / h | Registered content templates | Active |
| WhatsApp Business +971 4 ●●● ●●90 |
Meta BSP — ChatBridge FZ-LLC | OAuth2 · vault kv/prod/comms/wab | Opt-in required · 24h session rule | 450 / h | Provider-approved HSM templates | Degraded — 1 template rejected |
| Calendar viewings, meetings |
M365 Graph Calendars | OAuth2 app · vault kv/prod/comms/m365 | n/a — internal scheduling | Graph limits | n/a | Active |
| Social — Meta / Instagram DMs page inbox capture |
Meta Graph messaging | OAuth2 · vault kv/prod/comms/meta | Platform consent rules | — | Session replies only | Activation gated — Phase 2 eligibility tests pending |
Template sync state — EN / AR pairs
All channels WhatsApp SMS Email| Template | Channel | Locale | Translation | ERP version | Provider status | Last synced |
|---|---|---|---|---|---|---|
| viewing_reminder viewing date, unit, agent name |
EN | Source | v6 | Approved (HSM) | 15 Jul 2026 11:02 | |
| viewing_reminder تذكير بموعد المعاينة |
AR | Approved translation | v6 | Rejected — category mismatch (UTILITY vs MARKETING); resubmit after category fix | 15 Jul 2026 11:02 | |
| payment_receipt_notify receipt no., amount AED, unit |
SMS | EN | Source | v3 | Registered | 10 Jul 2026 09:15 |
| payment_receipt_notify إشعار استلام دفعة |
SMS | AR | Approved translation | v3 | Registered | 10 Jul 2026 09:15 |
| offer_followup offer ref, expiry date |
EN | Source | v2 | Pending provider review (submitted 16 Jul) | 16 Jul 2026 14:40 | |
| offer_followup متابعة العرض |
AR | Translation in review — Mariam Al Suwaidi (Legal) | v2 | Not submitted — awaiting translation approval | — | |
| statement_monthly_owner landlord statement, period, net AED |
EN | Source | v9 | Synced | 01 Jul 2026 08:00 | |
| statement_monthly_owner كشف حساب المالك الشهري |
AR | Approved translation | v9 | Synced | 01 Jul 2026 08:00 |
Delivery statistics (24h)
| Channel | Sent | Delivered | Failed | Suppressed | Opt-outs recv. |
|---|---|---|---|---|---|
| Email — transactional | 1,842 | 1,831 | 11 | 2 | 0 |
| Email — marketing | 768 | 746 | 22 | 19 | 6 |
| SMS | 884 | 869 | 15 | 12 | 2 |
| 824 | 798 | 26 | 8 | 3 | |
| Total | 4,318 | 4,244 | 74 | 41 | 11 |
Delivery status and outcomes flow back to Activities and campaign reports. New opt-outs update preferences within 60 seconds.
Consent / DND suppressions (24h)
| Time (GST) | Recipient | Channel | Message | Suppression reason |
|---|---|---|---|---|
| 17 Jul 09:12 | Amina Noor +9715●●●●●312 | offer_followup | No WhatsApp opt-in on file | |
| 17 Jul 07:20 | +9715●●●●●884 | SMS | campaign July-Owners | DND window 21:00–08:00 — queued to 08:00 |
| 16 Jul 23:41 | k●●●●@falcontrading.ae | Email — marketing | newsletter Q3 | Unsubscribed 12 May 2026 |
| 16 Jul 21:04 | +9715●●●●●102 | SMS | viewing_reminder | DND window — delivered 08:02 next day |
| 16 Jul 18:50 | s●●●●@nooreast.dev | Email — marketing | campaign July-Investors | Consent expired — re-permission required |
Suppression precedes provider hand-off: blocked messages are never transmitted. Full preference history per party: Consent, DND & Communication Preferences.
Inbound quarantine — untrusted parsing
| Item | Received | Channel | Finding | Disposition |
|---|---|---|---|---|
MSG-IN-7741"Payment confirmation" · attachment payment_confirmation.zip |
17 Jul 08:44 | Suspicious attachment — AV flag + double extension | Quarantined · security review · sender domain temp-blocked | |
MSG-IN-7738reply to viewing_reminder · malformed MIME |
17 Jul 07:02 | Parse failure — treated as untrusted | Quarantined · plain-text extract offered to agent | |
MSG-IN-7729WhatsApp media · unexpected content-type |
16 Jul 19:18 | Media scan pending | Held in quarantine store until AV verdict | |
MSG-IN-7725customer reply — "confirm my viewing" |
16 Jul 17:31 | Clean | Parsed → activity on LEAD-10188 timeline |
All inbound parsing runs in an isolated pipeline; only validated, normalized content is released to CRM. Nothing executes from inbound payloads.
Calendar sync — ownership & conflict rules
| Rule | Owner of truth | Behavior |
|---|---|---|
| Viewing events | ERP (viewings workspace) | ERP writes to M365; external edits flagged back, not auto-applied |
| Personal meetings | M365 calendar | Read-only availability in ERP scheduling |
| Double-booking | — | Conflict shown at booking time; agent must resolve before confirm |
| Deleted externally | ERP for viewings | Viewing stays active; sync exception raised to agent |
Risky action — pause WhatsApp channel
Consequence: 212 queued messages (including 38 viewing reminders for tomorrow) will be held, not discarded. Session-window replies from customers will still be captured inbound. SLA impact: reminder templates may miss the 24-hour session window and require re-opt-in template sends.
Requires approval: Marketing owner + Integration Owner. Recovery path: resume releases the held queue in order with consent re-checked at release time.
Related: Teams Phone & PBX · Webhook delivery · Campaigns & bulk communications · Communications policy studio
Static render mockup — no live data. Source: ERP Modern Development Specification v2.0 · Covers: INT-04 (consent, templates and connector contracts).