Messaging Channels

Messaging Channels is where you connect the providers that carry your marketing messages to customers. Email and SMS use your own accounts (bring your own provider). WhatsApp and Telegram are managed by Caramel — you connect your business account and Caramel handles the delivery infrastructure.

Navigate to Settings → Messaging or go to ?section=messaging.

Available channels

Email (bring your own provider)

Connect your own transactional email account to send marketing campaigns from your branded address.

Plan: Available on every plan, including Starter, at no extra cost.

Supported providers: SendGrid, Resend, Postmark, Mailchimp, any SMTP server, or a compatible transactional email service

Click Configure on the Email card to enter your provider credentials. The configuration form varies by provider but typically requires an API key or SMTP credentials.

SMS (bring your own provider)

Send text message campaigns using your own SMS account.

Plan: Available on every plan, including Starter, at no extra cost.

Supported providers: Twilio, SignalWire

Click Configure on the SMS card to enter your account SID and auth token.

WhatsApp Business API

Send WhatsApp messages to opted-in customers — including template messages, media, and interactive campaigns.

Plan: Included on Growth and above. Available as a standalone add-on on Starter and Lite, which includes 1,000 conversations per month, message templates, media sharing, and campaign integration. See Caramel pricing for add-on costs.

Click Connect WhatsApp to start the embedded sign-up flow. You will be prompted to log in to your Facebook Business account and grant the necessary permissions. Once connected, your WhatsApp Business number is shown with a status badge.

What’s included:

1,000 customer-initiated conversations per month (on add-on plan)
Approved message templates for business-initiated messages
Media sharing (images, documents, videos)
Integration with Journeys and Broadcasts

Note: WhatsApp Business API requires a verified Meta Business account. The on-screen flow guides you through this if you have not completed it yet.

Telegram Bot

Send messages, rich media, and interactive buttons to customers via a Telegram bot.

Plan: Included on Business and above. Available as a standalone add-on on any lower plan, with unlimited messaging, rich media, inline buttons, and broadcast campaigns. See Caramel pricing for add-on costs.

Click Configure on the Telegram card and enter your bot token. You can create a bot through Telegram’s BotFather (@BotFather) if you do not have one yet.