Chat Channels
Manage WhatsApp, Instagram, Messenger, TikTok, Telegram, email, and web chat in a single inbox.
What is this section for?
Your customers write to you from different places: WhatsApp, Instagram, Facebook, TikTok, Telegram, email, the chat box on your website. Tracking them in separate apps is tiring and error-prone.
Chat Channels collects them all in a single inbox. You read, reply, and share with your teammates from one place.
Path: Left menu → Chat Channels. This link opens the inbox in a new tab.
First use
- Click Chat Channels in the menu.
- You will see the conversation list in the new tab.
- Select a conversation from the list on the left. The message history opens on the right.
- Type your reply at the bottom and send it.
If the menu says “No connected account”, no channel has been connected yet. First connect a channel from the All Integrations page.
Speed up your replies
- Quick replies: Save the replies you type often and insert them with one click. See Quick Replies.
- Templates: If the customer hasn’t written in 24 hours, you can only send a template on WhatsApp. See WhatsApp Templates.
Opening a conversation from the contact card
In the Customers list or on a contact card there is an Open in WhatsApp button. This button opens the conversation with that contact directly. You don’t need to search for the message history.
Who sees which channel
In the Integration permissions section, the admin sets the following for each user:
- Can they see the channel?
- Can they reply in chats?
- Can they respond to comments (Instagram, Google)?
- Can they send email?
Measuring performance
To see how quickly you respond, check Reports → Chat Reports: Reports.
Common mistakes
- Replying to customers late: If a message waits for hours, the chance of a sale drops.
- Two people replying to the same conversation at the same time: Agree within the team on who handles which conversation.