Paid feature — channels require a paid plan. Basic includes 3 connected channels; Pro is unlimited.
Your visitors don't only message you from your website. Settings → Channels connects Messenger, Instagram, WhatsApp, and SMS, and every conversation lands in the same console, with the same AI assistant, the same knowledge base, and the same operators.
What can I connect?
| Channel | How |
|---|---|
| Facebook Messenger | One-click with Connect with Facebook & Instagram |
| Connects automatically with its linked Facebook Page | |
| Add manually — needs a phone number ID and access token from Meta | |
| SMS | Connect a Twilio number, or buy one from the marketplace |
TikTok is not supported.
Does everything work the same across channels?
Mostly. The assistant answers, operators take over, history and analytics are unified, and a chat's channel is shown everywhere it appears.
Two differences worth knowing:
- WhatsApp only allows free-form replies within 24 hours of the customer's last message. Outside that window you must use approved message templates — that's Meta's rule, not ours.
- When a human takes over on Messenger, Instagram, or WhatsApp, the visitor is
told. Customise that line under Settings → AI & Engagement → Operator Joined
Message, using
{name}for the operator's name.
How do I disconnect a channel?
Disconnect on the channel. Messages from it stop reaching you immediately — which also means visitors messaging that account get silence. Make sure that's what you want.
Setting up Facebook and Instagram
The Meta connect flow has three places people get stuck. They're covered in Connecting Facebook and Instagram — read it before you click, it'll save you a reset.