Channel Manager

Manage communication channels - voice, voicemail, and email - including domain verification, use case provisioning, and reputation management.

The Channel Manager handles provisioning and lifecycle management for all communication channels in a workspace. Each channel type has its own setup and use case flow.

Channels

The platform supports the following channels:

Channel	Description
outbound_voice	Outbound phone calls
inbound_voice	Inbound phone calls
ringless_voicemail	Voicemail drops without ringing the recipient
email	Outbound and inbound email

Voice and voicemail channels are managed through Twilio Setups. Email is managed through SES Setups.

SES Setups

An SES Setup represents a verified sending and receiving domain. Each setup provisions a reputation isolation boundary and a domain identity. After creating a setup, the customer must publish DNS records at their DNS provider and then refresh verification status through the API.

Create SES Setup

POST /v1/ses-setup

Provisions the reputation isolation boundary and domain identity, returning the DNS records that must be published.

Request body:

Field	Type	Required	Description
tenant_name	string	Yes	Logical name for reputation and suppression isolation. 1-64 characters, alphanumeric with hyphens and underscores.
domain_identity	string	Yes	Domain to verify for sending and receiving (e.g. mail.customer.com). 1-255 characters.

Response (201):

Field	Type	Description
id	string	Setup identifier
tenant_name	string	Tenant name
domain_identity	string	Verified domain
dns_checked_at	datetime or null	Last DNS verification check time. Null until first refresh.
dns_records	array	DNS records to publish (see below)
created_at	datetime	Creation timestamp
updated_at	datetime	Last update timestamp

Each DNS record in the dns_records array contains:

Field	Type	Description
address	string	Fully-qualified DNS name for the record
record	string	Target value (includes priority prefix for MX records)
type	string	CNAME, MX, or TXT
verified	boolean	Whether this record has been verified

The response includes the following DNS records that must be published:

• 3 DKIM CNAME records for email authentication

• 1 MAIL FROM MX record for bounce handling

• 1 SPF TXT record for sender authorization

• 1 DMARC TXT record for domain alignment policy

• 1 inbound MX record for receiving email

Errors: 409 if the tenant name or domain already exists.

List SES Setups

GET /v1/ses-setup

Returns all SES setups with cached verification status. Does not trigger live DNS checks.

Response (200):

Field	Type	Description
items	array	List of setups

Each item contains:

Field	Type	Description
id	string	Setup identifier
tenant_name	string	Tenant name
domain_identity	string	Verified domain
dns_verified	boolean	Whether all DNS records are verified
dns_checked_at	datetime or null	Last DNS verification check time
created_at	datetime	Creation timestamp
updated_at	datetime	Last update timestamp

Get SES Setup

GET /v1/ses-setup/{setup_id}

Returns a single SES setup with a live DNS verification refresh. Checks DKIM, MAIL FROM, DMARC, and inbound MX status and updates the cached verification state.

Path parameters:

Parameter	Type	Description
setup_id	UUID	Setup identifier

Response (200): Same shape as the POST response, with verified flags updated to reflect current DNS state.

Errors: 404 if the setup does not exist.

Delete SES Setup

DELETE /v1/ses-setup/{setup_id}

Deletes an SES setup and its associated domain identity and reputation boundary.

Path parameters:

Parameter	Type	Description
setup_id	UUID	Setup identifier

Response: 204 No Content

Errors: 404 if the setup does not exist. 409 if email use cases still reference the setup - delete those first.

Use Cases

A use case binds a channel to a setup and defines how that channel is used. The request body for creating a use case is a discriminated union on the channel field.

Create Use Case

POST /v1/use-case

Twilio-served channels (outbound_voice, inbound_voice, ringless_voicemail)

Request body:

Field	Type	Required	Description
channel	string	Yes	One of outbound_voice, inbound_voice, ringless_voicemail
entity_name	string	Yes	Business entity name. 1-31 characters, letters/spaces/hyphens only.
name	string	Yes	Use case purpose. 1-31 characters, letters/spaces/hyphens only.
description	string	No	Free-text description, max 2000 characters.
twilio_setup_id	UUID	Yes	Twilio setup to bind to. Must have an approved customer profile.

Response (201):

Field	Type	Description
id	string	Use case identifier
entity_name	string	Business entity name
name	string	Use case name
description	string or null	Description
channel	string	Channel value
twilio_setup_id	string	Bound Twilio setup identifier
created_at	datetime	Creation timestamp
updated_at	datetime	Last update timestamp

Email channel

Request body:

Field	Type	Required	Description
channel	string	Yes	"email"
entity_name	string	Yes	Business entity name. 1-31 characters, letters/spaces/hyphens only.
name	string	Yes	Use case purpose. 1-31 characters, letters/spaces/hyphens only.
description	string	No	Free-text description, max 2000 characters.
ses_setup_id	UUID	Yes	SES setup to bind to. DNS must be fully verified.
sender_email_address	string (email)	Yes	From address for outbound sends. Domain must match the setup's domain identity.
email_type	string	Yes	"transactional" or "marketing". Selects the reputation-isolated sending pool family. Immutable after creation.

Response (201):

Field	Type	Description
id	string	Use case identifier
entity_name	string	Business entity name
name	string	Use case name
description	string or null	Description
channel	string	"email"
ses_setup_id	string	Bound SES setup identifier
configuration_set_name	string	Sending configuration set name, derived from entity_name and name
sender_email_address	string	From address
email_type	string	"transactional" or "marketing"
tier	string	Current reputation tier. New use cases start at "onboarding". Values: onboarding, standard, premium, suspended.
created_at	datetime	Creation timestamp
updated_at	datetime	Last update timestamp

Errors:

• 404 if the referenced setup does not exist

• 409 if the setup's DNS is not verified, if a use case with the same entity_name/name already exists, if the configuration set name is already in use, or if the sender address is already bound to another use case

• 422 if the sender email domain does not match the setup's domain identity (returns sender_domain_mismatch error with expected_domain)

List Use Cases

GET /v1/use-case

Query parameters:

Parameter	Type	Description
entity_name	string	Filter by business entity name
channel	string	Filter by channel
twilio_setup_id	UUID	Filter to use cases bound to this Twilio setup
ses_setup_id	UUID	Filter to use cases bound to this SES setup

All parameters are optional.

Response (200):

Returns an items array. Each item is either a Twilio use case response or an email use case response, discriminated by the channel field.

Delete Use Case

DELETE /v1/use-case/{use_case_id}

Deletes a use case and its channel binding.

• For Twilio-served channels: refuses with 409 if phone numbers are still assigned. Unassign them first.

• For email: tears down the associated sending configuration and reputation pool binding.

Response: 204 No Content

Errors: 404 if the use case does not exist. 409 if the use case has dependencies that must be removed first.

Email Reputation Tiers

Email use cases progress through reputation tiers based on sending performance:

Tier	Description
onboarding	New use cases start here. Lowest daily send capacity.
standard	Promoted after a clean warmup period. Default steady-state tier.
premium	High-volume senders with strong reputation metrics. Highest capacity.
suspended	Reputation breach. Sending falls through to shared infrastructure while the incident is resolved.

Tier changes are managed automatically based on send volume, bounce rates, and complaint rates. The email_type field (transactional vs marketing) determines which pool family the use case sends through - transactional and marketing traffic never share sending infrastructure to prevent reputation cross-contamination.