Customer Communications Management (CCM)

CPaaS — Communications Platform as a Service — is the infrastructure layer that enables organisations to send messages across WhatsApp, SMS, and email via APIs without owning the underlying telco infrastructure. Data Cohorts operates as a managed CPaaS delivery partner for regulated industries: we integrate with your core system, compose your communications, route them across the right channels via our Infobip-powered gateway, apply your PDPA consent rules, and produce a full delivery audit trail — all as a managed service, not a raw API you have to build on yourself.

WhatsApp Business API allows organisations to send pre-approved message templates — called HSMs (Highly Structured Messages) — to customers at scale. For regulated industries, this covers transactional communications: statement ready alerts, payment due reminders, policy renewal notices, OTP authentication, and claims status updates. All templates must be pre-approved by Meta before sending. Data Cohorts manages the full template submission, approval, and lifecycle process via our Infobip BSP partnership.

Failover means that if a digital channel fails to deliver — WhatsApp not reachable, email bounces, SMS undelivered — the system automatically re-routes the communication to the next available channel, and ultimately to physical print and mail if all digital channels fail. For regulated communications, a message that was never delivered is a compliance event. Failover ensures no communication is silently lost, and every attempt is logged in the audit trail.

Before any digital communication is sent, we apply your PDPA consent flags at the data processing layer. Customers who have not consented to a specific channel are suppressed from that channel automatically. Opt-out requests are processed and propagated across all channels. Consent records are logged alongside delivery records in the unified audit trail, giving you a single view of what was sent, to whom, on what channel, and under what consent status.

Meta's template approval process typically takes 24–72 hours for standard transactional templates. Templates with promotional content, external links, or non-standard formatting may take longer or require revision. Data Cohorts manages the full template submission process — drafting templates to Meta's content guidelines, submitting via Infobip's BSP portal, managing feedback, and maintaining your approved template library.

Yes. Microsoft 365 and Google Workspace are designed for business email, not high-volume transactional sends — they impose daily sending limits that regulated-industry organisations routinely exceed during statement runs. Our dedicated SMTP relay infrastructure, operated via a hardened sending domain with full DKIM, SPF, and DMARC authentication, is designed for millions of sends per month without deliverability degradation or account suspension risk.

Every digital send — regardless of channel — produces a delivery record: timestamp, channel, recipient identifier, delivery status (delivered, read, bounced, failed), and the template version used. These records are consolidated into a unified delivery log alongside any physical mail jobs. Logs are retained for 7 years and can be retrieved within 24 hours of a regulatory or internal audit request.

We receive data via encrypted SFTP batch extract or REST API from your core system — no changes to your source application are required. We handle all format transformation and field mapping internally. For event-triggered communications such as real-time OTP, transaction alerts, and claims status, API-based integration is available with sub-5-second delivery from trigger to recipient device.