---
title: "Communications"
description: "Connect an SMS, Viber, or Telegram channel for automated customer messages, connect Binotel telephony to bring calls and recordings into Requiply, and sign in with OLX or Instagram to receive messages in the Conversations inbox."
canonical_url: "https://requiply.com/docs/en/guides/settings/integrations/communications"
---
# Communications

> Connect an SMS, Viber, or Telegram channel for automated customer messages, connect Binotel telephony to bring calls and recordings into Requiply, and sign in with OLX or Instagram to receive messages in the Conversations inbox.

The **Communications** page is where you connect Requiply with a messaging provider — SMS, Viber, or your own Telegram bot — and with a telephony provider, **Binotel**. A messaging provider gives your organization a direct mobile channel to clients, which workflows use to message clients automatically when something happens to a booking. A telephony provider brings your phone calls and call recordings into Requiply.

**This is the page for connecting Telegram, Viber, SMS, and Binotel.** Setting up a Telegram bot, entering TurboSMS, Kyivstar, or Twilio credentials, and connecting Binotel telephony all happen here, each from its own provider card. While the [Conversations inbox](https://requiply.com/docs/en/guides/conversations/inbox) is on, the page also has the **OLX** and **Instagram** cards, which connect those accounts as inbox channels.

You can find this page under **Settings → Integrations → Communications**, at [`https://app.requiply.com/settings/integrations/communications`](https://app.requiply.com/settings/integrations/communications).

<warning>

**Admin only.** Connecting, replacing, or managing a provider requires admin access. Non-admin team members cannot view or edit this page.

</warning>

## Why communications matter

Requiply already sends email and in-app push notifications. A Communications provider adds **SMS, Viber, and Telegram** so you can reach clients on their phones — especially useful for booking reminders and confirmations, where email is often missed.

Once a messaging provider is connected:

- Workflows can message a client when a booking is created, reaches a status, hits a payment status, or approaches its start/end time, through the **Send message to client (SMS / Viber / Telegram)** action.
- The wording comes from a [message template](https://requiply.com/docs/en/guides/automations/message-templates), which reuses the same `{{variables}}` system as the email and push templates — client name, booking details, a payment link, and more.
- Telegram additionally carries formatting, PDF attachments (the invoice or a rendered export template), and link buttons.

Once **Binotel** is connected:

- The [**Calls**](https://requiply.com/docs/en/guides/clients/calls) page appears under **Clients** on the web and in the mobile app, with every call matched to a client by phone number, recordings, and a missed calls badge.
- Client pages can show a **Binotel calls** field with that client's call history, see [Client details](https://requiply.com/docs/en/guides/clients/client-details#binotel-calls).
- Members with a Binotel line can call clients from Requiply: Binotel rings their phone first, then dials the client.

Each organization stores its own provider credentials. Connecting a provider for one organization does not affect another.

## What you'll see

The page lists each supported provider as a card, grouped into **Global providers** and **Ukrainian providers** (the Ukrainian providers are marked with a flag icon). Each provider card includes:

- **Provider name** and logo.
- **Channel tags** describing what it can deliver (for example, *SMS*, *Viber*, *Calls*, *Recordings*).
- **Setup status** - whether this organization already has an active integration for that provider.
- **Tutorial** - opens Requiply's step-by-step setup guide for that provider in a new browser tab, in your interface language.
- **Set up** (not yet connected) or **Manage** (already connected).

<figure>

![The Communications page: Telegram and Twilio under Global providers, and TurboSMS, Kyivstar, and Binotel under Ukrainian providers. The Binotel card has Calls and Recordings tags, reads Not configured yet, and shows the Tutorial link and the Set up button](https://requiply.com/docs/assets/settings/integrations/communications/binotel-card.png)<figcaption>

The provider cards. Binotel sits under **Ukrainian providers** with the *Calls* and *Recordings* tags.

</figcaption>
</figure>

The current provider catalog includes:

<table>
<thead>
  <tr>
    <th>
      Provider
    </th>
    
    <th>
      Kind
    </th>
    
    <th>
      Region
    </th>
    
    <th>
      Channels
    </th>
    
    <th>
      Secret credential
    </th>
    
    <th>
      Other fields
    </th>
  </tr>
</thead>

<tbody>
  <tr>
    <td>
      <strong>
        TurboSMS
      </strong>
    </td>
    
    <td>
      Messaging
    </td>
    
    <td>
      Ukrainian
    </td>
    
    <td>
      SMS, Viber (with SMS fallback)
    </td>
    
    <td>
      API token
    </td>
    
    <td>
      SMS sender name, Viber sender name
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Kyivstar
      </strong>
    </td>
    
    <td>
      Messaging
    </td>
    
    <td>
      Ukrainian
    </td>
    
    <td>
      SMS
    </td>
    
    <td>
      Client Secret
    </td>
    
    <td>
      Client ID, SMS sender name
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Binotel
      </strong>
    </td>
    
    <td>
      Telephony
    </td>
    
    <td>
      Ukrainian
    </td>
    
    <td>
      Calls, Recordings
    </td>
    
    <td>
      API secret
    </td>
    
    <td>
      API key
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Telegram
      </strong>
    </td>
    
    <td>
      Messaging
    </td>
    
    <td>
      Global
    </td>
    
    <td>
      Telegram
    </td>
    
    <td>
      Bot token
    </td>
    
    <td>
      None — the bot identity is derived from the token
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Twilio
      </strong>
    </td>
    
    <td>
      Messaging
    </td>
    
    <td>
      Global
    </td>
    
    <td>
      SMS
    </td>
    
    <td>
      Auth token
    </td>
    
    <td>
      Account SID, Messaging Service SID
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        OLX
      </strong>
    </td>
    
    <td>
      Inbox channel (beta)
    </td>
    
    <td>
      Ukrainian
    </td>
    
    <td>
      OLX
    </td>
    
    <td>
      None, you sign in with OLX
    </td>
    
    <td>
      None
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Instagram
      </strong>
    </td>
    
    <td>
      Inbox channel (beta on request)
    </td>
    
    <td>
      Global
    </td>
    
    <td>
      Instagram Direct
    </td>
    
    <td>
      None, you sign in with Instagram
    </td>
    
    <td>
      None
    </td>
  </tr>
</tbody>
</table>

<note>

There is no separate "no integrations" screen. The page always lists the available providers. A provider that has never been connected shows **Set up** instead of **Manage**, and no configured status.

</note>

## Opening a tutorial

Click **Tutorial** on a provider card when you need help finding credentials in the provider account. Requiply opens its own step-by-step guide for that provider in a new tab — the English or Ukrainian version, matching your interface language. It does not change anything in Requiply.

<table>
<thead>
  <tr>
    <th>
      Provider
    </th>
    
    <th>
      Tutorial
    </th>
  </tr>
</thead>

<tbody>
  <tr>
    <td>
      TurboSMS
    </td>
    
    <td>
      <a href="https://requiply.com/blog/turbosms-integration" rel="nofollow">
        TurboSMS integration
      </a>
    </td>
  </tr>
  
  <tr>
    <td>
      Kyivstar
    </td>
    
    <td>
      <a href="https://requiply.com/blog/kyivstar-integration" rel="nofollow">
        Kyivstar integration
      </a>
    </td>
  </tr>
  
  <tr>
    <td>
      Binotel
    </td>
    
    <td>
      <a href="https://requiply.com/blog/binotel-integration" rel="nofollow">
        Binotel integration
      </a>
    </td>
  </tr>
  
  <tr>
    <td>
      Telegram
    </td>
    
    <td>
      <a href="https://requiply.com/blog/telegram-integration" rel="nofollow">
        Telegram integration
      </a>
    </td>
  </tr>
  
  <tr>
    <td>
      Twilio
    </td>
    
    <td>
      <a href="https://requiply.com/blog/twilio-integration" rel="nofollow">
        Twilio integration
      </a>
    </td>
  </tr>
</tbody>
</table>

Add `/uk` before `/blog` for the Ukrainian version, for example `https://requiply.com/uk/blog/binotel-integration`.

## Setting up a provider

Click **Set up** on a provider card to open the setup dialog. The dialog shows the selected provider logo and one input per credential field. The dialog can also be opened directly with a link: add `?modal=` and the provider to the page address, for example [`/settings/integrations/communications?modal=binotel`](https://app.requiply.com/settings/integrations/communications?modal=binotel) or `?modal=telegram`.

After you click **Save**, Requiply **verifies the credentials with the provider before storing anything** (for example, TurboSMS is checked against its account-balance endpoint, and Binotel against your company's employee list). If verification succeeds, the secret value is encrypted, the non-secret fields are stored alongside it, the integration becomes **active** for your organization, and the card moves to **Manage**. If verification fails, Requiply reports the provider's error message and nothing is saved.

Click **Cancel** to close the setup dialog without saving changes.

<note>

**Test sender names.** TurboSMS and Kyivstar show a ready-to-use test sender in the dialog so you can verify delivery before your own branded sender name is approved — **Zamovlenya** for TurboSMS (SMS) and **messagedesk** for Kyivstar. Use the copy button to paste it into the sender field.

</note>

## Provider fields

Across the catalog, the secret credential (API token / Auth token / Client Secret / API secret) is stored encrypted and masked after saving; sender names, service identifiers, and the Binotel API key are stored as plain, non-secret configuration.

### TurboSMS

<table>
<thead>
  <tr>
    <th>
      Field
    </th>
    
    <th>
      What it means
    </th>
    
    <th>
      Input type
    </th>
  </tr>
</thead>

<tbody>
  <tr>
    <td>
      <strong>
        API token
      </strong>
    </td>
    
    <td>
      Token used to connect Requiply with the TurboSMS account. Required to first connect.
    </td>
    
    <td>
      Password
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        SMS sender name
      </strong>
    </td>
    
    <td>
      The alpha-name shown to recipients on SMS. Usually must be approved by TurboSMS.
    </td>
    
    <td>
      Text
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Viber sender name
      </strong>
    </td>
    
    <td>
      The approved Viber business name used for Viber delivery.
    </td>
    
    <td>
      Text
    </td>
  </tr>
</tbody>
</table>

### Kyivstar

<table>
<thead>
  <tr>
    <th>
      Field
    </th>
    
    <th>
      What it means
    </th>
    
    <th>
      Input type
    </th>
  </tr>
</thead>

<tbody>
  <tr>
    <td>
      <strong>
        Client ID
      </strong>
    </td>
    
    <td>
      The public account identifier from Kyivstar.
    </td>
    
    <td>
      Text
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Client Secret
      </strong>
    </td>
    
    <td>
      Secret credential used to authenticate with Kyivstar. Required to first connect.
    </td>
    
    <td>
      Password
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        SMS sender name
      </strong>
    </td>
    
    <td>
      The alpha-name shown to recipients on SMS. The production sender must be an alpha-name approved by Kyivstar.
    </td>
    
    <td>
      Text
    </td>
  </tr>
</tbody>
</table>

### Binotel

Binotel is a Ukrainian cloud PBX and call tracking service. Connecting it brings your company's calls into Requiply: the [Calls](https://requiply.com/docs/en/guides/clients/calls) page, the per-client **Binotel calls** field, recordings, and calling clients from Requiply. The full walkthrough is in the tutorial: [Binotel integration in Requiply](https://requiply.com/blog/binotel-integration).

**Before you connect:**

- Your Requiply organization is on an active trial or a paid **Core** plan or higher.
- Your company has a Binotel account on a plan that includes the **API**. Only Binotel **PRO** plans and higher support it. Binotel onboards new companies by phone, so the fastest way is to call the Customer Service Center listed on [Binotel contacts](https://www.binotel.ua/ua/contacts) and ask for API integration at the start of the call. Registration takes about 30 minutes.
- Binotel sends an email with your **API key** and **API secret**.
- Each team member's Requiply account uses **the same email** as their employee in Binotel. Requiply finds a member's Binotel line by that email, and without a match the member can see calls but cannot call from Requiply.

<table>
<thead>
  <tr>
    <th>
      Field
    </th>
    
    <th>
      What it means
    </th>
    
    <th>
      Input type
    </th>
  </tr>
</thead>

<tbody>
  <tr>
    <td>
      <strong>
        API key
      </strong>
    </td>
    
    <td>
      The REST API key from the Binotel email. Stored as a plain, non-secret value.
    </td>
    
    <td>
      Text
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        API secret
      </strong>
    </td>
    
    <td>
      The REST API secret from the Binotel email. Required to first connect. Stored encrypted and never shown again.
    </td>
    
    <td>
      Password
    </td>
  </tr>
</tbody>
</table>

The dialog carries the setup note:

> Request REST API access for your company from Binotel support ([support@binotel.ua](mailto:support@binotel.ua)) and paste the key and secret here. Once connected, the client page gets a Binotel row with the call history and playable recordings matched by the client's phone number. Only members whose permission group allows client call history see it.

<figure>

![The Binotel setup dialog: the Binotel logo, the API key field, the masked API secret field, the setup note about requesting REST API access from Binotel support, and the Cancel and Save buttons](https://requiply.com/docs/assets/settings/integrations/communications/binotel-setup-form.png)<figcaption>

The Binotel setup dialog. The API key in this screenshot is hidden.

</figcaption>
</figure>

When the key and secret are correct, the card shows a green checkmark with **Configured** and the button changes to **Manage**.

<figure>

![The Communications page after saving: the Binotel card shows a green checkmark with Configured and a Manage button, next to the configured TurboSMS and Kyivstar cards](https://requiply.com/docs/assets/settings/integrations/communications/binotel-connected.png)<figcaption>

Binotel connected. The card now reads **Configured**.

</figcaption>
</figure>

**After you connect:**

1. The **Calls** entry appears under **Clients** in the menu, and **Calls** becomes available on the mobile **More** screen, for members with **Allow client management**. See [Calls](https://requiply.com/docs/en/guides/clients/calls).
2. Requiply shows a **Binotel connected** dialog: *For the best experience, add the Binotel calls field to the client page.* Its **Configure client page** button opens the Client tab of Detail page fields. The **Binotel calls** field is **not** added to client pages automatically. An administrator adds it on [Detail page fields](https://requiply.com/docs/en/guides/settings/fields/detail-page-fields) (Client tab), at [`/settings/fields/page-level-configurations?tab=client`](https://app.requiply.com/settings/fields/page-level-configurations?tab=client).
3. Only members whose [permission group](https://requiply.com/docs/en/guides/settings/organization/accounts/permission-groups) has **Allow access to client call history** see that field and the mobile **Calls with Binotel** row. The Administrators group has it by default.

**When Binotel rejects the account.** If Binotel reports that your company itself is disabled, Requiply turns the integration off and stops asking Binotel for calls. The [Calls](https://requiply.com/docs/en/guides/clients/calls) page then shows *Telephony integration turned off*, and the Binotel dialog here shows a warning above the fields: *This integration was turned off because Binotel rejected the account: {reason}. Once the account is active again in Binotel, save to reconnect.* Once Binotel has reactivated your account, open **Manage** on the Binotel card and press **Save**. Requiply checks the credentials again and turns the integration back on.

### Telegram

<table>
<thead>
  <tr>
    <th>
      Field
    </th>
    
    <th>
      What it means
    </th>
    
    <th>
      Input type
    </th>
  </tr>
</thead>

<tbody>
  <tr>
    <td>
      <strong>
        Bot token
      </strong>
    </td>
    
    <td>
      The token issued by <a href="https://t.me/BotFather" rel="nofollow">
        @BotFather
      </a>
      
       when you create your bot. Required to connect.
    </td>
    
    <td>
      Password
    </td>
  </tr>
</tbody>
</table>

Telegram has no sender name to configure: the sender *is* your bot. When you save the token, Requiply asks Telegram who the bot is, stores its username, and registers the webhook that lets clients connect to it — no extra setup on your side.

The dialog carries the setup note:

> Create your own bot with @BotFather in Telegram and paste its token here. Clients connect by opening your bot and pressing Start, after which workflows can message them.

With the [Conversations inbox](https://requiply.com/docs/en/guides/conversations/inbox) on, the same bot can also bring clients' messages into the inbox: connect it as a channel under [Omnichannel inbox settings](https://requiply.com/docs/en/guides/conversations/channels#connecting-telegram). Workflow notifications keep working either way.

<warning>

**Replacing the token with a different bot disconnects your clients.** Client connections are tied to the bot that issued them, so Requiply resets every Telegram connection to *Invited* when the bot identity changes and clients must connect to the new bot again. Re-pasting a rotated token for the **same** bot leaves connections intact.

</warning>

### Twilio

<table>
<thead>
  <tr>
    <th>
      Field
    </th>
    
    <th>
      What it means
    </th>
    
    <th>
      Input type
    </th>
  </tr>
</thead>

<tbody>
  <tr>
    <td>
      <strong>
        Account SID
      </strong>
    </td>
    
    <td>
      The public Twilio account identifier.
    </td>
    
    <td>
      Text
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Auth token
      </strong>
    </td>
    
    <td>
      Secret credential used to authenticate with Twilio. Required to first connect.
    </td>
    
    <td>
      Password
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Messaging Service SID
      </strong>
    </td>
    
    <td>
      Identifies the Twilio messaging service used to send SMS.
    </td>
    
    <td>
      Text
    </td>
  </tr>
</tbody>
</table>

### OLX

The **OLX** card connects your OLX account to the [Conversations inbox](https://requiply.com/docs/en/guides/conversations/inbox), so buyers' messages about your listings arrive in Requiply. It is shown only while the inbox is on.

There are no fields to fill in. Press **Sign in with OLX**, sign in on OLX's own page and allow access; the card then shows **Configured**. **Manage** shows the connected account, when it was last checked, and a link to **Channel and AI assistant settings**. More than one OLX account can be connected with **Connect another account**.

<figure>

![The OLX card on the Communications page: the title OLX with an OLX tag, the OLX logo, a green Configured status and a Manage button](https://requiply.com/docs/assets/settings/integrations/olx/olx-card.png)<figcaption>

The OLX card once an account is connected.

</figcaption>
</figure>

Everything about OLX conversations is on the [OLX](https://requiply.com/docs/en/guides/conversations/channels/olx) page.

### Instagram

The **Instagram** card, under **Global providers** with the *Instagram Direct* tag, connects your Instagram Business or Creator account to the [Conversations inbox](https://requiply.com/docs/en/guides/conversations/inbox), so Direct messages arrive in Requiply. It is shown only while the inbox is on.

Its logo carries a **Beta** pill. Instagram is a beta on request: hover the pill to read *Beta on request. Email our team at info@requiply.com with your Instagram account tag and we will add you to the beta testers of this feature.*

There are no fields to fill in. The dialog explains the requirements in its note: *Works with Business and Creator accounts. In the Instagram app, turn on Settings › Messages and story replies › Message controls › Connected tools › Allow access to messages. Instagram accepts replies for 24 hours after the client's last message.* Press **Sign in with Instagram**, pick the account on Instagram's own page and allow access. The dialog then lists the account with its `@handle` and status, a link to **Channel and AI assistant settings**, and **Connect another account** for more accounts. When Instagram stops accepting the sign-in, the account shows **Sign in again**.

<figure>

![The Instagram dialog on the Communications page with one account connected: the text Connect your Instagram professional account so Direct messages arrive in Conversations, the account Stalford Studio @stalford.studio with a Connected tag, the info note about Business and Creator accounts, the Connected tools setting in the Instagram app and the 24-hour reply window, a Channel and AI assistant settings link, and the Cancel and Connect another account buttons](https://requiply.com/docs/assets/settings/integrations/communications/instagram-dialog.png)<figcaption>

The Instagram dialog with one account connected. **Connect another account** adds a second one.

</figcaption>
</figure>

Everything about Instagram conversations is on the [Instagram](https://requiply.com/docs/en/guides/conversations/channels/instagram) page.

## Connecting clients to your Telegram bot

Telegram bots cannot message a phone number. A client must open your bot once, after which Requiply knows the chat to send to. There are two ways to get them there.

### The personal invite link

Every client has a personal link to your bot in the form `https://t.me/yourbot?start=…`.

- **Copy it manually** — open the client's [Client details](https://requiply.com/docs/en/guides/clients/client-details) page and use **Copy invite link** on the **Messaging** card, then send it however you already talk to that client.
- **Put it in a template** — insert the `{{telegramConnectLink}}` variable into an [email template](https://requiply.com/docs/en/guides/automations/email-templates) or a [message template](https://requiply.com/docs/en/guides/automations/message-templates). Requiply generates that client's link when the message is sent.

Opening the link and pressing **Start** connects the client immediately.

![Telegram chat with a business bot — the client sends /start and the bot confirms they are connected](https://requiply.com/docs/assets/settings/integrations/communications/telegram-client-connect.png)

The bot confirms the connection in the client's own chat, and from that point workflows can reach them.

### Sharing a phone number

A client who simply opens the bot without a link is asked to share their phone number with a **Share phone number** button. Requiply matches the shared number against your client records and connects the two when it finds exactly one match. When it finds none — or more than one — the bot replies that it could not find their profile, and nothing is connected.

### Connection states

The **Messaging** card on [Client details](https://requiply.com/docs/en/guides/clients/client-details) shows where each client stands:

<table>
<thead>
  <tr>
    <th>
      State
    </th>
    
    <th>
      Meaning
    </th>
  </tr>
</thead>

<tbody>
  <tr>
    <td>
      <strong>
        Connected
      </strong>
    </td>
    
    <td>
      The client has opened the bot; workflows can message them.
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Invited
      </strong>
    </td>
    
    <td>
      A link exists but the client has not opened the bot yet.
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Blocked
      </strong>
    </td>
    
    <td>
      The client blocked or removed the bot. Sends to them fail with <em>
        "The client blocked the bot"
      </em>
      
      .
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Not connected
      </strong>
    </td>
    
    <td>
      No link has been created for this client yet.
    </td>
  </tr>
</tbody>
</table>

## Updating credentials

For an already-connected provider, the button reads **Manage**. In that dialog:

- The configured secret is shown masked (`••••••••••••`) with a **Replace** button — the real token is never returned to the browser. Choose **Replace** to type a new one, or **Cancel** to keep the existing token.
- Non-secret fields (such as sender names, service identifiers, or the Binotel API key) are pre-filled and can be edited freely.
- If you change only a sender name and leave the secret untouched, the stored token is preserved — you do not have to re-enter it.

<note>

Secret credentials are encrypted before they are stored, and saved tokens cannot be viewed again. If you lose a provider's token, generate a new one in the provider's portal and use **Replace** to store it. For Binotel, ask Binotel support for a new key and secret.

</note>

## Disconnecting a provider

The Communications page does not include a visible disconnect or delete action. To change an active provider, open **Manage** and save new credentials for the same provider.

## Where communications integrations are used

<table>
<thead>
  <tr>
    <th>
      Feature
    </th>
    
    <th>
      How the integration is used
    </th>
  </tr>
</thead>

<tbody>
  <tr>
    <td>
      <strong>
        Workflows
      </strong>
    </td>
    
    <td>
      The connected messaging provider is the delivery channel for the <a href="https://requiply.com/docs/en/guides/automations/workflows">
        <strong>
          Send message to client (SMS / Viber / Telegram)
        </strong>
      </a>
      
       action. Without a provider, that action is unavailable.
    </td>
  </tr>
  
  <tr>
    <td>
      <a href="https://requiply.com/docs/en/guides/automations/message-templates">
        <strong>
          Message templates
        </strong>
      </a>
    </td>
    
    <td>
      The wording, attachments, and buttons of every automated client message live in a template; the workflow only picks which one to send.
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Bookings
      </strong>
    </td>
    
    <td>
      The workflow action operates on the booking that triggered the workflow and reads its details to fill message variables.
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Clients
      </strong>
    </td>
    
    <td>
      SMS and Viber go to the client's stored <strong>
        phone number
      </strong>
      
       — a client without one is skipped and the attempt is logged. Telegram goes to the chat the client connected, so a client who never opened the bot is skipped instead. Binotel calls are matched to clients by the same phone number.
    </td>
  </tr>
  
  <tr>
    <td>
      <a href="https://requiply.com/docs/en/guides/clients/client-details">
        <strong>
          Client details
        </strong>
      </a>
    </td>
    
    <td>
      The <strong>
        Messaging
      </strong>
      
       card shows each client's Telegram connection state and the last messages Requiply sent them, with the reason for any failure. The optional <strong>
        Binotel calls
      </strong>
      
       field shows that client's calls and recordings.
    </td>
  </tr>
  
  <tr>
    <td>
      <a href="https://requiply.com/docs/en/guides/clients/calls">
        <strong>
          Calls
        </strong>
      </a>
    </td>
    
    <td>
      The organization-wide call log from Binotel, on the web and in the mobile app, with the missed calls badge, recordings, call back, and <strong>
        Create client
      </strong>
      
       for unknown numbers.
    </td>
  </tr>
  
  <tr>
    <td>
      <a href="https://requiply.com/docs/en/guides/settings/organization/accounts/permission-groups">
        <strong>
          Permission groups
        </strong>
      </a>
    </td>
    
    <td>
      <strong>
        Allow access to client call history
      </strong>
      
       controls who sees the per-client Binotel call history.
    </td>
  </tr>
  
  <tr>
    <td>
      <a href="https://requiply.com/docs/en/guides/settings/fields/detail-page-fields">
        <strong>
          Detail page fields
        </strong>
      </a>
    </td>
    
    <td>
      Where an administrator adds the <strong>
        Binotel calls
      </strong>
      
       field to the client page.
    </td>
  </tr>
  
  <tr>
    <td>
      <strong>
        Email & push templates
      </strong>
    </td>
    
    <td>
      The message body reuses the same <code>
        {{variables}}
      </code>
      
       engine, so the same merge fields work across email, push, and messenger channels.
    </td>
  </tr>
</tbody>
</table>

## Common scenarios

### Connect a provider for the first time

1. Go to **Settings → Integrations → Communications**.
2. Choose the provider your organization uses.
3. Click **Tutorial** if you need help finding the required credentials.
4. Click **Set up**.
5. Enter the provider credentials (use the test sender name for TurboSMS or Kyivstar to start quickly).
6. Click **Save**.
7. Confirm the provider card changes to **Manage**.
8. Create a [message template](https://requiply.com/docs/en/guides/automations/message-templates) for what you want to say.
9. Build a [workflow](https://requiply.com/docs/en/guides/automations/workflows) with the **Send message to client (SMS / Viber / Telegram)** action and point it at that template.

### Connect Binotel and see the first calls

1. Make sure every team member's Requiply account uses the same email as their Binotel employee.
2. Get the **API key** and **API secret** from Binotel (Binotel PRO plan or higher).
3. Open [`/settings/integrations/communications?modal=binotel`](https://app.requiply.com/settings/integrations/communications?modal=binotel), paste both values, and click **Save**.
4. Confirm the Binotel card shows the green checkmark with **Configured**.
5. Open **Clients → Calls** to see the call log. The first open loads the last 30 days of calls.
6. Add the **Binotel calls** field to client pages on [Detail page fields](https://requiply.com/docs/en/guides/settings/fields/detail-page-fields) (Client tab), and save.
7. Grant **Allow access to client call history** to the [permission groups](https://requiply.com/docs/en/guides/settings/organization/accounts/permission-groups) that should hear recordings on client pages.

### Update or rotate credentials

1. Go to **Settings → Integrations → Communications**.
2. Click **Manage** on the provider you want to update.
3. Click **Replace** next to the masked token and paste the new one (or edit a sender name without touching the token).
4. Click **Save**.

### Troubleshoot a failed setup

If setup fails:

- Confirm the token or secret was copied from the correct provider account.
- Check that the provider account is active and allowed to send messages.
- Make sure your sender name is approved by the provider — an unapproved sender name can cause sends to be rejected even when the integration looks connected.
- For TurboSMS Viber, confirm both a Viber sender name and an SMS sender name are configured.
- For Telegram, make sure the token belongs to a bot you created with @BotFather and has not been revoked there. A revoked token fails verification, and a token replaced with a *different* bot resets every client connection.
- For Binotel, confirm that API access is enabled for your company (Binotel PRO plan or higher) and that the key and secret come from the same Binotel email. Binotel rejects the check when API access is not active.
- For a Binotel integration that was turned off, get the account reactivated with Binotel first, then press **Save** in the Binotel dialog to reconnect.

<warning>

Sender names usually need provider approval before real (non-test) messages will be accepted. Set up the provider before building the workflow — until a provider is connected, the **Send message to client (SMS / Viber / Telegram)** action only shows a "configure a provider" prompt.

</warning>

<note>

**Telegram messages that never arrive are almost always a connection problem, not a provider problem.** Check the client's **Messaging** card: *Invited* means they never opened the bot, *Blocked* means they removed it. Both are logged as failures with that exact reason.

</note>

<note>

**Binotel connected but a member cannot call?** Their Requiply email does not match any employee in Binotel. The call buttons say *Your account email does not match a Binotel employee, so there is no line to call from*. Set the same email on their Binotel employee profile.

</note>


## Sitemap

See the full [sitemap](https://requiply.com/docs/sitemap.md) for all pages.