Connect external accounts to EleonEcho

What is an external connection?

An external connection represents an account or provider asset that your workspace is authorized to use. A channel gives that connection a job: publishing to a destination, delivering a mailing list or receiving support requests. Keeping these steps separate helps administrators maintain access without mixing credentials with day-to-day content work.

For example, a connected support mailbox identifies the mailbox your organization controls. A Support channel activates its ticket intake. A separate Publishing channel can use a compatible mailbox for an email mailing list. Creating the publishing list does not automatically turn incoming replies into Tickets. Start with the channel guide when deciding which records your team needs.

Prepare the account and the right permissions

Work in the intended workspace and check that you have permission to create connections and manage credentials. Permission to use an existing connection is separate from permission to authorize, reconnect or change its credentials. Ask a workspace administrator to complete account setup when your role only permits publishing or support work.

Identify the exact account, mailbox, Page, professional account or SMS sender to connect. Confirm that the provider account grants the required access. A recognizable provider icon does not establish that every account type or operation is available. Review the integration reference and the readiness information shown for your connection before designing a campaign around it.

Choose the connection mode that matches the account

• Email: Microsoft delegated/shared or application mailbox, Gmail OAuth, or a password/app-password IMAP/SMTP mailbox. These modes have different authorization and synchronization requirements.
• Telegram: a Bot connection and a User connection are distinct modes. A User connection includes an interactive account authorization process and deployment readiness checks.
• Meta: select the eligible Facebook Page, Instagram professional account or WhatsApp Cloud API asset. Selected assets become separate connections.
• 019 SMS: configure or reference the supported SMS provider and authorize the exact sender. SMS Support also needs a receiving number when capture is activated.

Use the dedicated email setup and social connection guides for their operational differences. Legacy SMTP/SendGrid publishing configuration does not provide a synchronized support mailbox.

Authorize, validate and connect a channel

1. Create the connection with a name that identifies its purpose to your team.
2. Complete the authorization process for the selected mode. Select the intended asset when the provider returns more than one eligible asset.
3. Review the returned account identity, authorization state and runtime readiness.
4. Create or edit a compatible channel and select this connection.
5. Complete channel-specific setup, then verify the actual publishing or support workflow in your deployment.

Operational activation and authorization are separate states. An account can need reauthorization even when its connection record still exists. A saved configuration or successful local validation is not proof that an external message has been sent, received or delivered.

Recover expired or changed access

If a channel needs attention, inspect the linked connection before recreating it. Expired authorization, revoked scopes, changed account roles and provider asset changes can make a previously working connection unavailable. Reauthorize the existing identity where supported, validate it and check the dependent channel again. Meta reconnection stays bound to the original asset; substituting a different Page or account is not a silent reconnect.

Telegram User runtime also depends on deployment credentials, an enabled runtime and current acceptance evidence for that environment. Ask your administrator to resolve a readiness gate. Do not copy provider tokens into posts, tickets, notes or troubleshooting screenshots. Share the connection name, safe status and time of failure through your approved support process instead.