Understanding Email Distribution

Introduction

Communication Cloud Service provides a comprehensive framework for creating and delivering communications to your customers. It supports the automation of communication workflows, from content generation to final distribution.

To achieve email delivery, you can use the Communication Email, OCI Email or Twilio Email, Communication Distribution Email, and Communication configurations within Communication Cloud Service.

Communication Email

Communication Email configuration helps you to design and assemble personalized and branded email messages using configurable templates, data-driven components, and optional attachments. It builds key components of the email, such as subject, HTML text body, recipient address, and file attachments based on the data received from your organization. This ensures that each message is customized to the recipients while maintaining consistency.

See Creating a Communication Email Configuration for more information.

OCI Email or Twilio Email

OCI Email and Twilio Email services are cloud-based, scalable integrations with the Communication Cloud Service, facilitating efficient email distribution. These configurations are associated to the Operations Company Supplier Service Component configuration. And this ensures that during processing, the system collects the generated email assets, necessary credentials, and other metadata, and then passes them to the next phase, which initiates the appropriate service call to the supplier service for email distribution.

See Creating an OCI Email or Twilio Email Configuration for more information.

Communication Distribution Email

Communication Distribution Email configuration facilitates the definition of a process flow for selecting supplier services. This ensures the continuity of operations when a primary supplier service becomes unavailable. These configurations are associated to the OCI Email or Twilio Email configurations.

See Creating a Communication Distribution Email Configuration for more details.

Communication

Communication configuration facilitates the orchestration and automation of the complete email communication workflow within Communication Cloud Service. It initiates email delivery requests based on predefined business rules and parameters. Communication configuration calls the Communication Distribution Email configuration, which manages the routing and selection of the appropriate email supplier service integration configuration, such as OCI Email or Twilio Email.

See Creating a Communication Configuration for more information.

Example:

Your organization wants to send monthly account statements to all retail banking customers through email. These statements must include personalized content, such as the customer’s name, account summary, and a PDF attachment of the full statement, delivered securely and reliably.

Let us see how Communication Cloud Service helps you with this scenario:

You need to perform the following configurations:
  1. Communication Email
    Configure the Communication Email to design and assemble the content of the email, such as:
    • the customer's email address (To), the sender address (From), and optional CC/BCC details
    • the subject line, for example, Your Account Statement for August 2025
    • HTML email body that addresses each customer by name and provides a summary of their account.
    • an attachment for the full account statement
  2. OCI Email / Twilio Email

    Configure the email supplier service integration (OCI Email or Twilio Email) and associate to Operations Company Supplier Service configuration. Based on your configuration the system connects to the appropriate supplier service endpoint to deliver the emails.

  3. Communication Distribution Email

    Configure Communication Distribution Email. This determines the execution sequence and associates to the previously configured OCI Email or Twilio Email supplier service integration.

Execution Flow

When a request is received from your organization, the Communication configuration initiates the process. It calls the configured Communication Email to create personalized email content, including the customer’s name, account summary, and PDF statement for email attachment.

The assembled email is then managed by the Communication Distribution Email configuration, which calls the associated supplier service integration configuration. The configured supplier service integration uses the selected email supplier service to securely transmit the email to the customer’s inbox, ensuring reliable and personalized monthly communication.

Once delivery is complete (or if errors occur), the system sends a response back to the Communication configuration, which then communicates the delivery status, success or failure, with your organization.