Connect Telegram, WhatsApp, and Instagram

Channels sit under the workspace Channels page; WhatsApp has official Cloud and optional personal options.

Messaging channels (Telegram, WhatsApp, Instagram) attach to the same workspace agent as the widget. Quota and knowledge stay at workspace level. Multi-number WhatsApp is fan-in to one agent for every line.

Where to connect

Open Channels (and Integrations where credentials live) for the workspace. Plan features gate some channel types. If a card is missing, check billing plan entitlements before debugging OAuth.

Channel overview

Connect with a bot token from BotFather. One Telegram bot instance per workspace is the usual setup. Use it for pilot teams and internal rehearsal while WhatsApp waits on Meta review.

WhatsApp Cloud (official)

Uses Meta Embedded Signup when your Meta app and plan allow it. A workspace can hold multiple Cloud numbers (capped by configuration). Inbound routing keys off phone_number_id; replies leave from the receiving line. For production go-live (Verify setup, templates, opt-in, smoke test), use the dedicated WhatsApp go-live checklist.

WhatsApp personal (optional)

Available when the workspace has personal WhatsApp enabled. Pairing goes through the gateway path documented for your deployment. Treat it as an alternate line next to official Cloud compliance. Do not use it as the primary production line for a regulated desk.

Instagram

DM support is available where the Instagram channel is rolled out. Comment-to-DM and extra Meta permissions may still be gated by App Review.

Connect checklist

Confirm plan + credentials
Official WhatsApp needs a healthy Meta app configuration on the platform side. Telegram needs a bot token you control.
Run the in-product connect flow
Follow Channels / Integrations until status shows connected. Complete webhook and finalize steps when the UI asks for them.
Send a real message from a personal device
Verify the reply, the Sessions desk label (especially with multiple WhatsApp numbers), and that knowledge matches the visitor language.
Document who owns the number
Business-owned WABA vs hosted line: write down who can reset tokens and who pays message costs so operations has a clear owner and backup.