Before you begin
Confirmed support for the chosen channel, the business account owner, and a separate test sender.
What to do
Complete 5 steps
Check capabilities
Clarify which operations your channel connection supports: incoming messages, replies, attachments, and handoff to a person. Do not assume that one channel supports the same features as another.
Connect the account
Connect the business account with its owner through the agreed official method. Do not send secrets or access codes in a regular chat or place them in public documents.
Test incoming messages
Send a new message from a separate test contact. Check that the recipient can see it, that it belongs to the correct business, and that it has not created duplicate inquiries.
Test responses
Test replies in both languages, handoff to a team member, and a supported attachment type. Distinguish between a message being accepted by the system, being sent, and having confirmed delivery.
Prepare a fallback route
Agree on what happens if the channel is unavailable: who is alerted, where the request is saved, and how the customer can get in touch another way. Test recovery without resending messages that have already been delivered.
Check the result
Run the scenario with test data. Verify the result in your business system and make sure the responsible employee knows the next step.
This guide explains how to prepare and test a process. Available actions depend on your setup.
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