WhatsApp & Telegram

Let customers message you on WhatsApp and Telegram. Their messages arrive in the shared inbox like any chat — assignment, saved replies, macros, notes, tags, live translation and the AI assistant all work the same — and your replies go back to WhatsApp or Telegram.

Connect Telegram

1. Create a bot. In Telegram, open @BotFather, send /newbot, pick a name and a username ending in bot. BotFather replies with a token like 123456789:AAH….
2. Paste the token in Settings → Telegram & WhatsApp and click Connect Telegram. We check the token and register the webhook (signed with a secret) for you.
3. Share the bot. Link to https://t.me/your_bot from your website, emails or packaging. Anyone who writes to it appears in your inbox.

Private chats only — groups are ignored. Photos, files, voice messages, locations and contacts come in; your replies go out as text, photos and files.

Connect WhatsApp (Cloud API)

1. Create a Meta app. At developers.facebook.com create a Business app, add the WhatsApp product, then add and verify your business phone number.
2. Make a permanent token. In Business Settings → System users, create a system user, give it your app and WhatsApp account, and generate a token with whatsapp_business_messaging and whatsapp_business_management.
3. Connect. In Settings → Telegram & WhatsApp paste the Phone number ID, the token, the App secret (App settings → Basic) and — for templates — the WhatsApp Business Account ID.
4. Point the webhook here. In your Meta app, open WhatsApp → Configuration → Webhook → Edit, paste the Callback URL and Verify token shown in Settings, click Verify and save, and subscribe to the messages field. The channel switches to Connected as soon as Meta verifies it.

The 24-hour window and templates

WhatsApp lets businesses reply freely for 24 hours after the customer's last message. After that, the conversation must be restarted with an approved message template. The inbox shows when the window has closed and offers Send a template: pick one of your approved templates, fill in its {{1}}, {{2}}… values and send. Create templates in WhatsApp Manager → Message templates. Meta charges for template messages under its own pricing.

Good to know

• Read receipts: WhatsApp "read" statuses show as Seen in the inbox. Messages WhatsApp or Telegram refuse (for example a blocked bot or a closed window) are marked Not delivered with the reason.
• Conversations: a customer who writes again within a day of closing reopens the same conversation; later messages start a new one.
• AI and translation: the AI assistant and live translation (Settings → AI assistant) work on both channels.
• Plans: channel conversations count toward the Free plan's monthly conversations like website chats.