Activation model
- Configured channels are not fully live until activation is enabled.
- Run channel tests after every credential change.
- Keep one stable fallback channel active during major updates.
Operate
Channel Operations Runbook
Operate WEB, WhatsApp, and Telegram channels with safe testing and rollout steps.
Audience: Support ops and delivery teamsRead Time: 6 minUpdated: June 2026
Incident handling
- Check runtime errors first, then outbound failures and webhook delivery.
- Re-test channel after patching credentials or webhook targets.
- Document the timestamp and impacted channel for postmortem tracking.
Change control
- Apply updates in low-traffic windows when possible.
- Use staged rollouts with test numbers before broad activation.
- Version your bot flow and channel settings together for traceability.
Operational Checklist
- OKRollback path is defined before channel change.
- OKChannel tests pass for every active channel.
- OKMonitoring owner is assigned for first 24 hours post-change.
- OKSupport team has known-issues and escalation contacts.
Related Guides
Next Action
Apply this guide in your workspace and keep notes for your team in one shared SOP so onboarding and support remain consistent.