How to set up Universal channel with any third-party service

This guide explains how to set up the universal channel with any third-party service, when no specific step-by-step guide is available in Batch’s documentation.

Prerequisites

To work with the universal channel, the service you want to trigger must expose an HTTP API endpoint that accepts:

• a POST request

• with a JSON body

for the use case you want to set up (sending a message, creating a ticket, updating data, etc.).

You should retrieve:

• the endpoint URL

• authentication requirements

• the expected JSON structure

• required fields that should be provided for each call

Each Batch profile triggers its own API call when it reaches a universal step.

1

Retrieve the API information of your third-party service

The first step is to collect the information you will need to configure the request in Batch.

Depending on the service, you might be triggering a message (e.g. WhatsApp, RCS), creating a ticket, logging an event, updating a contact, or anything else the service supports.

What you need to collect

1. API endpoint (URL) Example: https://api.service.com/v1/messages/send

2. Authentication method Examples:

   • API key

   • bearer token

   • custom header (X-API-Key, X-Auth-Token, etc.)

3. HTTP method Must be POST

4. JSON body format The fields expected by the service Examples:

   • WhatsApp provider → phone, template_id, parameters

   • RCS provider → msisdn, message, brand_id

   • CRM → user_id, event

   • ticketing tool → title, description

2

Add credential headers in Batch

Batch needs authentication information to call your service.

1. Go to Settings → Channels → Universal

2. Click New credential headers

3. Choose a display name (e.g. “RCS provider”, “CRM API”, “Messaging API”)

4. Add the required authentication header(s):

   For instance:

   • Authorization: Bearer <token>

   • X-API-Key: <key>

5. Save

You can reuse the same credential header for multiple Universal steps if authentication is the same.

3

Add and configure the universal step in your automation

3.1 Add the universal step

1. Open your Batch automation

2. Click +

3. Select Universal

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3.2 Configure the request

Use the information collected in Step 1.

1. destination URL

Paste the service’s API endpoint URL.

2. headers

Select the credential header you created in Step 2. Add any additional headers required (e.g. Content-Type: application/json).

3. JSON body

Start from your service’s sample JSON, then replace static values with Batch attributes.

Examples

RCS provider

{
  "phone_number": "{{b.phone_number}}",
  "message": "Hello {{b.first_name}}, your order is ready.",
  "brand_id": "your_brand_id"
}

Ticketing system

{
  "title": "New request from Batch",
  "user_id": "{{b.custom_id}}",
  "description": "Triggered from automation"
}

4

Test the connection

Once your universal step is configured, you can run a quick test to verify that Batch can reach your third-party service.

• Click Test API in the universal step.

• If your JSON body contains personalization (e.g. {{b.phone_number}}), select a test profile.

• Batch will send the request exactly as it would in a live automation.

• The interface will show whether the request was delivered successfully or if something needs to be fixed (URL, authentication, JSON format).

Batch only confirms delivery of the request, not what happens inside the service.

5

Activate your automation

When the test works, you can activate your automation.

• Review your workflow to ensure the universal step is placed correctly.

• Switch the automation to Live and save.

• Once live, each profile reaching the step will trigger the POST request and your service will perform the associated action.

• You can add more universal steps if you need to trigger different endpoints, reusing the same credentials when applicable.