Overview
In CX Platform, an Application is the central workspace where you configure and manage all the settings required to run your Email, Print or SMS communication journeys. Think of an Application as the "container" that holds everything you need to design, personalise, and send communications, ensuring consistency and control across each campaign.
Every Application brings together the data structure, templates, channel rules, and security settings that define a particular type of communication. Whether you're sending welcome emails, monthly statements, or service alerts, each one lives inside its own Application — keeping things organised and making it easy to manage settings without affecting other campaigns.
To access an Application do the following:
- In the secondary navigation menu, click Applications to view a list of all available Applications.
- In the Application list view, simply double click on the auto higlighted application or click on the Settings icon on the right hand of the list view.
Inside an Application
When you open an Application, you'll see a row of tabs across the top. Each tab is a different section of the configuration, grouping related settings together so you can find what you need without hunting around.
Here's a quick rundown of what each section is for and when you'd use it.
| Section |
What it's for |
| Details |
The starting point for any Application. This is where you set up the core information — the Application name, description, and the high-level settings that define what this Application is and what it's used for. If you're creating a new Application or want to check how an existing one is configured at a glance, Details is where you'll head first. |
| Fields |
Where you define the data structure that powers your communications. Fields tell the platform what information to expect in each data payload — things like recipient names, account numbers, balances, or any other piece of personalisation. Setting up your fields properly here means your templates can reliably merge in the right data every time. |
| Templates |
The home for your email and SMS templates within this Application. From here, you can create new templates, edit existing ones, and manage the design and content that gets sent to your recipients. It's the section you'll spend the most time in when you're building or refining the look and feel of your communications.
Each template also has its own configuration settings, including:
- Basic settings — give the template a code and description so it's easy to identify and manage.
- From details — set the sender name, sender email address, and subject line that recipients see (with personalisation tokens like %%FirstName%% supported), plus any custom email headers you need.
- BCC settings — choose whether to BCC every send to an archive inbox, useful for record-keeping or compliance.
|
| Callbacks |
Where you configure real-time event notifications to external systems. Callbacks let you push updates — like delivery confirmations, bounces, or processing events — to your CRM, registry, or other connected platforms as soon as they happen. Useful when you need other systems to react to what's going on in CX Platform without waiting for a manual check. |
| Channel selection |
This is where you decide how your communications get delivered. Set your primary channel (Email, SMS, or Print) and configure failover behaviour so that if the first channel doesn't reach the recipient, the platform automatically tries the next one. It's the section to revisit whenever you're rethinking how a particular type of message should reach your audience. |
| Gateway settings |
Where you can override your tenant's default gateway configuration for this specific Application. By default, your Application will use the system-wide settings, so you only need to make changes here if this Application needs to behave differently. From this section, you can configure email and SMS settings independently — things like the gateway provider (e.g. Mailgun, BurstSMS), endpoint URL, API credentials, hourly send limits, link tracking, secure links, and test mode. Handy when you have an Application that needs its own sending rules or a different provider from the rest of your platform. |
| Security / data retention |
Where you choose which factors of authentication recipients need to provide before they can access secure content. The factors you select here power the authenticated landing page that recipients are presented with — for example, asking them to confirm their surname and date of birth before viewing a personalised statement. It's the section to use when you need to add an extra layer of identity verification to protect sensitive content. |
| History |
A complete audit trail of changes made to this Application, including who made each change and when. If you ever need to track down when a setting was updated, confirm a recent edit, or review activity for compliance, History is where you'll find the answers. |
Important Tip for Channel Selection
The settings for Channel Selection apply to realtime API notifications only. Use them to set your delivery channel priority and configure how bounces are handled when communications are triggered via the API.
Why Applications matter
Structuring your communications into Applications gives you a few practical benefits worth knowing about:
- Everything in one place — data structure, templates, channels, and settings all live together, so there's no jumping between disconnected tools.
- Consistency across campaigns — once an Application is set up the way you want, every send that runs through it inherits the same configuration.
- Easier governance — security, retention, and audit settings are scoped to the Application, making it simpler to meet compliance requirements without applying blanket rules across the platform.
- Cleaner separation — different communication types (transactional, marketing, regulatory) can live in their own Applications with their own rules, without interfering with each other.
What's next
Now that you've got a handle on what an Application is and what's inside one, the next step is getting hands-on. From the Applications area in the Send module, you can open an existing Application to explore each section in more detail, or start setting up a new one for an upcoming campaign.
