One composer, every channel's own rules
WhatsApp, Instagram, Messenger, email and web chat share one queue and one reply box. The composer knows each channel: it opens the template picker when WhatsApp's window has closed, replies publicly or privately on an Instagram comment, and sends email from your own domain.
Meta Technology Partner ✦ WhatsApp templates built in ✦ Instagram comments as threads
Hi {{1}}, your stay at Acme Hotels starts {{2}}. Reply here if you need anything before arrival.
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BBingo Hotels
Plug each channel in once, and see when it needs you
Every channel is a card on the Connections page: its status, the bot journey assigned to it and the actions an admin needs. Meta products connect through their standard consent flows, WhatsApp Unofficial scans a QR code from the phone, and email verifies your domain with DKIM and SPF records. When a provider token expires, Reconnect refreshes it without a support ticket.
- Connected, Disconnected or Needs reconnect, with a check when inbound is wired correctly.
- One live bot journey per channel, attributed to the bot identity you pick.
- Clean disconnect. The provider is unsubscribed, the journey deactivated, past conversations kept.
What each channel brings, handled for you
Keep WhatsApp replies deliverable
Past the 24-hour window the composer opens the template picker: pick an approved template, fill the parameters, preview and send. Unofficial numbers have no window.
Work Instagram comments as threads
One thread per post with the post pinned on top. Reply publicly, reply privately as one DM within seven days, hide or delete, and assign, label and ticket the thread like any chat.
Send email as yourself
Email goes out from your own verified domain with no reply window. Web chat and Messenger arrive in the same list with the same composer and the same guest record.
Rules that run themselves on every inbound message
Give the channel a friendly label that shows under the avatar on every chat row. Pick the workflow that attaches itself when a new chat arrives, and a different one when an old chat revives. Decide what stale means, from one minute to three days, and how long the bot backs off once a person has replied.
- Agent-recency window. After an agent replies the bot journey skips for the window you set; the default is 180 minutes.
- Outbound pacing. A delay between sends and a per-tick cap stop a bot from flooding a guest.
- Away schedule per channel. Timezone, multi-window weekly hours, holiday dates, one reply per off-hours block per chat.
What happened on this channel
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Questions, answered
WhatsApp Official and WhatsApp Unofficial, Instagram Direct with comments on your posts, reels and ads, Facebook Messenger, email sending from your own domain, web chat from the site widget, LinkedIn, and push notifications to your own app for outbound. Each connects once on the Connections page as a card with its own status.
On WhatsApp Official, if the last customer message is more than 24 hours old, the reply must be an approved template. The composer shows the advisory when the window has closed and opens the template picker; a free-text send outside the window is rejected by WhatsApp and lands as failed in the thread. WhatsApp Unofficial has no window and no templates. Email has no window.
Every comment on a post, reel or ad lands as one thread per post, with the post pinned at the top. Each comment can be replied to publicly, replied to privately as one DM within seven days, hidden, unhidden or deleted. The thread takes assignments, workflows, labels, notes and tickets like any chat, and a new comment reopens a resolved thread.
Yes. Every channel has its own runtime configuration: a friendly label shown on every chat row, the workflow that attaches itself to new and revived chats, the stale threshold from one minute to three days, how long the bot backs off after an agent replies, outbound pacing, and its own away schedule with timezone, weekly hours and holidays.