Messaging Channels

Messaging Channels connect a bot, Page, or business account to your assistant. When a customer sends a private text message, the assistant replies in the same app using its usual knowledge base, memory, and tools.

Before you beginCopy Anchor Link

• You can manage the assistant's settings.
• You have admin access to the bot, Page, or business account you want to connect.
• For manual setup, you have a developer app at the provider with messaging permissions.

How a connection goes liveCopy Anchor Link

Every new connection starts paused. It goes live in four steps:

1. Save the connection, either through provider login or with manual credentials. Saving verifies that the token belongs to the account.
2. Configure the webhook at the provider so new messages reach Assistant Core.
3. Select Check connection. A successful check is valid for 15 minutes.
4. Select Enable within those 15 minutes.

Updating credentials pauses the connection again, so repeat steps 3 and 4 afterwards.

Add a channelCopy Anchor Link

1. Open the Admin Panel and select the assistant.
2. Go to Channels → Messaging and select Add channel.
3. Choose a channel. Channels marked Login can be connected by signing in at the provider (Option A); the others use manual credentials (Option B).

Option A: Connect with provider loginCopy Anchor Link

Provider login is available when your workspace has a platform app configured for the channel. Otherwise the channel opens straight to the credentials form with Platform app is not configured for this channel yet.

1. Select Continue with the provider, for example Continue with Instagram.
2. Sign in at the provider, authorize the app, and return to the Admin Panel.
3. In Finish connecting, choose the Authorized account, optionally enter a Connection name, and select Save connection.

Some channels ask for more on the last step:

• Zalo OA: the OA secret key.
• WhatsApp Business: select Prepare WhatsApp signup, then Connect to open Embedded Signup. After signup, enter the phone's six-digit two-step verification PIN and a monitored human support address (https://, mailto:, or tel:), and confirm the business support use case. Billing stays in WhatsApp Manager.

Provider-login connections receive webhooks through the platform app, so you usually do not configure a webhook yourself. To renew access later, select Reconnect with login on the connection.

Option B: Enter credentials manuallyCopy Anchor Link

After choosing the channel, the credentials form opens directly, or select Set up manually with credentials instead below the login button. Enter a Connection name and the account ID shown in the table above, then fill in the credentials. Credentials are write-only: they are never shown again after saving.

The webhook verification secret is a value you choose, at least 16 characters long. Enter the same value at the provider.

Each form links to the provider's own setup guide. A few channel-specific requirements:

• Instagram uses Instagram Login with a professional account and the instagram_business_manage_messages permission. Accounts outside your app need Advanced Access.
• WhatsApp Business requires a monitored human support address. Every reply ends with a Human support line that contains it.
• TikTok Shop stays paused until Customer Service access is approved and the shop authorizes your app. Order and refund actions are not automated.

Configure the webhookCopy Anchor Link

Connections added manually show a Webhook URL on their card; use the copy button next to it. Connections added through provider login don't need this step. Register the URL at the provider:

Check and enableCopy Anchor Link

Select Check connection. The result shows three lines:

When identity passes, select Enable within 15 minutes. Send a test message from a personal account to confirm the reply arrives.

Connection statusCopy Anchor Link

Each connection shows one status badge:

How replies workCopy Anchor Link

• Reply window. Messenger, Instagram, WhatsApp, Zalo, and TikTok Shop allow replies only within 24 hours of the customer's last message. Older messages are skipped; a new message from the customer reopens the window.
• Message bursts. When a customer sends several messages before the assistant answers, they are answered together in one reply and the later events show Answered with earlier message.
• Long replies are split into several messages.
• Conversations. Each customer gets their own conversation in Conversations. Select Open conversation on an event to view it.
• Pausing. While a connection is paused, new messages are not answered. Replies already queued are delivered after you enable it again.

Monitor eventsCopy Anchor Link

Select Recent events on a connection to see each incoming message and its delivery. Filter by Event status:

For an event in Needs review, read the error and open the conversation first. Then choose:

• Retry delivery sends the saved reply again. The assistant and its tools are not rerun. A previous attempt may already have reached the customer, so retrying can send a duplicate.
• Skip event closes the event without sending anything.

Tokens and credentialsCopy Anchor Link

The card shows the access token's expiry and turns red when it expires within 7 days.

• Zalo OA and TikTok Shop refresh tokens automatically when refresh credentials were provided.
• For other channels, select Update credentials (manual connections) or Reconnect with login (provider-login connections) before the token expires.

Disconnect pauses the channel and erases its stored credentials. Conversation and delivery history stay available. Remove the app's authorization separately in the provider console if needed.

TroubleshootingCopy Anchor Link