Direct Sale AI

Chat Channels

Official guide · English · Version 9c253d0cf11816df

Chat Channels let you connect your AI sales assistant to popular messaging platforms so customers can interact with your chatbot directly from Telegram, WhatsApp, Instagram, LINE, and more. Each channel runs the same AI assistant configured in your Chat Studio.

Accessing Channels

Follow Connection Setup, Testing & Recovery for the step-by-step token and authorization workflows. Test incoming and outgoing messages after connecting.

Navigate to Messaging Channels from the sidebar. Connection availability depends on role, plan, provider permissions and tenant currency—not panel or chatbot display language.

Available Platforms

The channels page displays a grid of all supported messaging platforms. Each card shows the platform name, its connection status, and whether it is available on your current plan.

Always Available

Platform Description
Website (Chat Widget) The built-in web chat widget. Always active -- configure it in the Widget settings page.

Messaging Platforms

Platform Connection Method Plan Requirement
WhatsApp Meta OAuth (Cloud API) Varies by plan
Instagram Meta OAuth Varies by plan
Telegram Bot Token (via BotFather) Varies by plan
LINE Channel credentials Varies by plan
Facebook Messenger Coming Soon --

Treat any card labelled Coming Soon as unavailable, even if a marketing page lists that platform family. Use the live connection form as the source for current setup requirements.

Iranian messaging channels

For eligible IRR/IRT tenants, Bale, Eitaa and Rubika use the bot-token connection form. Create a bot through that platform's supported process, choose its card, enter the requested credentials and save. Test a real incoming message and check status. Currency selection does not create a bot or activate a connection automatically. Do not reuse a Bale payment bot for support chat: its webhook must remain dedicated to payments.

Instagram response controls

After connecting Instagram, configure DMs, story replies and comments individually. Answer all with AI considers matching prepared Auto Replies first. Auto Replies only leaves unmatched messages without a generated answer. Public-only comments, long replies and privacy limitations are explained in Instagram reply settings.

Info: Platform availability depends on your subscription plan. If a platform shows a lock icon, you need to upgrade your plan to access it. Click Upgrade Plan on the card to go to the billing page.

Connecting a Channel

Telegram

Telegram bots are connected using a Bot Token from the Telegram BotFather.

  1. Click the Telegram card or the Connect button.
  2. A dialog opens with step-by-step instructions:
    • Open BotFather on Telegram.
    • Send /newbot and follow the prompts to create a new bot.
    • Copy the Bot Token provided by BotFather.
    • Paste the token in the dialog and give your connection a name.
  3. Click Connect to establish the connection.

Info: Each Telegram bot token can only be used by one connection at a time. If you previously used the same token elsewhere, disconnect it there first.

WhatsApp

WhatsApp uses Meta's Cloud API with OAuth authentication.

  1. Click the WhatsApp card or the Connect button.
  2. A Meta OAuth dialog opens.
  3. Follow the Meta authentication flow to grant access to your WhatsApp Business account.
  4. Select the phone number you want to connect.
  5. The connection is established automatically after authorization.

Warning: WhatsApp Business API requires a verified Meta Business account and a dedicated phone number. Personal WhatsApp numbers cannot be used.

Instagram

Instagram also uses Meta OAuth for connection.

  1. Click the Instagram card or the Connect button.
  2. Follow the Meta authentication flow.
  3. Grant the required permissions for your Instagram Business or Creator account.
  4. The connection is established after authorization.

LINE

LINE requires Channel ID and Channel Secret credentials.

  1. Click the LINE card or the Connect button.
  2. A dialog asks for your LINE Channel credentials:
    • Channel ID -- Found in your LINE Developers Console.
    • Channel Secret -- Found in your LINE Developers Console.
    • Channel Access Token -- Generated in the LINE Developers Console.
  3. Enter the credentials and a connection name.
  4. Click Connect.

Managing Connections

Active Connections

All your connected channels appear in the Active Connections section below the platform grid. Each connection card shows:

Field Description
Name The name you gave the connection.
Platform The messaging platform (e.g., Telegram, WhatsApp).
Bot Name The bot's username on the platform (if applicable).
Status Connection health indicator (green check = connected, red X = error, gray = disconnected).
Messages Total messages exchanged through this channel.
Conversations Total conversations initiated through this channel.
Error Message If the connection has an error, the error details are shown here.

Connecting / Disconnecting

  • Disconnect -- Click the Disconnect button to pause a connection. The bot stops receiving messages but the configuration is preserved.
  • Connect -- Click the Connect button to reactivate a disconnected channel.

Deleting a Connection

  1. Click the Delete (trash icon) button on the connection card.
  2. Confirm the deletion when prompted.
  3. The connection is permanently removed along with its configuration.

Warning: Deleting a connection is permanent. All connection settings are lost. Conversation history is preserved, but no new messages will be received on this channel.

Connection Statuses

Status Icon Description
Connected Green check The channel is active and receiving messages.
Disconnected Gray circle The channel is paused. No messages are being received.
Error Red X The connection has encountered an error (e.g., expired token, revoked permissions). Check the error message for details.

Troubleshooting

Issue Solution
Telegram bot not responding Verify the bot token is correct and has not been revoked via BotFather. Try disconnecting and reconnecting.
WhatsApp connection error Check that your Meta Business account is verified and the phone number is properly configured in the Meta Business Suite.
Instagram not receiving messages Ensure your Instagram account is a Business or Creator account (personal accounts are not supported).
Platform shows "Locked" Your current plan does not include this platform. Go to Dashboard > Billing to upgrade.
Error status on a connection Read the error message displayed on the card. Common causes include expired tokens, revoked permissions, or API quota limits.

Best Practices

  • Name your connections clearly (e.g., "Main Telegram Bot", "Support WhatsApp") so they are easy to identify.
  • Monitor connection statuses regularly to catch and resolve errors quickly.
  • Test each channel after connecting by sending a test message from the platform.
  • Use multiple channels to maximize customer reach -- customers can use their preferred messaging app.
  • Keep credentials secure -- never share bot tokens or API keys publicly.