XeniaXenia Docs

Channels

PreviousNext

The nodes that reach the customer, and what each channel needs before it can send.

Channel nodes send something to the customer. Each one runs through a connector, which is the account it sends through, and is withheld from the palette until that connector exists in this workspace and environment. See Connectors.

Two rules apply to all of them.

The recipient is a variable, not an address. Put a {{token}} produced by an earlier node in the recipient field, such as {{email}} or {{customer_phone}}. A literal address sends the whole journey to one person.

Final copy is written by a person. Every channel node carries a content brief: the audience, the angle, and the key points. The brief is what the Build with AI panel fills in; the finished copy is written in Content Studio or in the node itself.

Email

Sends a personalized email. The right channel when the message carries detail, or when it has to survive being read later.

Configure

SettingWhat it does
Email connectorThe connected email service, such as SendGrid, Resend, or SMTP
Send modetext composes the copy here, template sends a provider template
Recipient emailWho it goes to, as a token, for example {{email}}
From emailSender address
From nameSender display name
SubjectSubject line
Email bodyThe copy, for text mode
Dynamic templateThe provider template to send, for template mode
Template paramsKey and value pairs filling that template's placeholders

Required: a connector, a recipient, a subject, and a body.

Watch out

  • Template mode is a SendGrid feature. Resend and SMTP connectors use text mode and the option does not appear for them.
  • In template mode the body field is ignored, because the copy lives in the provider's template. The subject is still sent, so it still needs writing.
  • The recipient accepts a literal address, a comma-separated list, or a token that resolves per person.
  • If no earlier node produces an email address, add the node that does before this one, or reach the customer on a channel you have an identifier for.

SMS

Sends a text message. Use it when the message is short, urgent, and worth interrupting for. Avoid stacking it with other sends: texting twice in a day reads as spam.

Configure

SettingWhat it does
SMS connectorThe connected SMS or Twilio account
Body modefields sends the message body, json fills the gateway's template
Recipient phoneWho it goes to, as a token, for example {{customer_phone}}
Sender IDOverrides the connector's default sender
Marketing consentOnly send to customers who opted in to marketing
Message bodyThe text to send

Required: a connector. In fields mode, the recipient and the message body are also required.

Watch out

  • Some gateways are configured as a JSON template with named placeholders. In that mode the message is assembled from one field per placeholder, read off the gateway, rather than from the message body, and every placeholder has to be filled before the journey will publish.

Push Notification

Sends a mobile or web push notification. Good for pulling someone back into the app, especially with a deep link that makes the notification actionable.

Not shown in Shopify-billed workspaces.

Configure

SettingWhat it does
Push connectorThe connected push service
Notification titleTitle text
Notification bodyBody text
Deep linkWhere tapping it goes, for example app://orders/{{order_id}}
Device tokenTarget one device, when it is not resolved automatically
Image URLImage shown in the notification
Custom dataExtra JSON payload the app reads on open

Required: a connector, a title, and a body.

Watch out

  • Nothing here checks the device is registered. A blank token fails the node, but a stale or wrong one is queued and reported as sent.
  • Keep the deep link pointed at something that exists for this customer.

WhatsApp

Sends a WhatsApp template message or a free-form reply. Often the channel this audience actually reads, particularly outside North America.

Configure

SettingWhat it does
WhatsApp connectorThe connected WhatsApp Business account
Recipient phoneWho it goes to, as a token
Message typetext for free-form, template for an approved template
Message bodyThe text to send, for free-form
TemplateThe approved template to send
Template languageThat template's language code
Template paramsA JSON array of values filling the template's placeholders

Required: a connector and a recipient. Template mode also requires the template name; text mode also requires the message body.

Watch out

  • Outside a 24-hour reply window WhatsApp only delivers pre-approved templates. Free text will not send, so use template mode or reach them by email or SMS.
  • Template parameters are positional. They fill the template's placeholders in order.

In-App Message

Shows a message while the customer is active in the app. Use it when the message only makes sense in context, such as onboarding a feature or nudging mid-task.

Not shown in Shopify-billed workspaces.

Configure

SettingWhat it does
In-app connectorThe connected push service that delivers it
Contact IDWho to message, as a token. Falls back to the visitor id the trigger carried
Message titleTitle text
Message bodyBody text
Layouttoast, modal, card, or full-screen
Image URLImage to show
CTA labelButton text
CTA linkWhere the button goes
Deep linkIn-app destination
Device tokenWhich device to reach. Falls back to the device token the trigger carried
Message expiryStop showing it after this many hours

Required: a connector, a title, and a body.

Watch out

  • It dispatches immediately as a silent data push and the app renders it from that payload. There is no server-side inbox holding it for the next session, so an offline device gets it when the push provider redelivers.
  • Pick the layout for the interruption you intend: a toast is glanceable, a modal blocks what the customer was doing.
  • If the customer needs to see it whether or not they open the app, use push or email.

Voice Call

Places an automated or agent-led outbound call, through Twilio or ElevenLabs.

Configure

SettingWhat it does
Voice call connectorThe connected voice service
Recipient phoneWho to call, as a token
Spoken messageWhat to say, for Twilio
AgentWhich ElevenLabs agent takes the call
Phone numberWhich ElevenLabs number to call from

Required: a connector and a recipient. Twilio also requires the spoken message.

Watch out

  • Twilio reads out the message you give it; ElevenLabs runs a conversational agent you configure there. Which fields matter depends on which service is connected.
  • Calling hours are not enforced here. Gate the call behind a Date Condition or a Wait if they matter.
  • Calling is intrusive and, in many markets, consent-bound. It also does not scale like a send.