Other channels

How to setup a Facebook channel?

If you are using a self-hosted Chatwoot installation, please setup your Facebook app as described in the this guide. For the cloud version of Chatwoot, please follow the steps below. Step 1. Go to Settings → Inboxes → “Add Inbox”. Step 2. Click on the "Messenger" icon. Step 3. Click the Facebook login button. It will open a new window for you to login. Step 4. Authenticate with Facebook and select the page you want to connect. Enable all permissions shown in the list. This will help Chatwoot to perform all the desired actions smoothly. Step 5. You can now select your Facebook page from the dropdown menu that appears on Chatwoot. Step 6. "Add agents" to your Facebook inbox. You have successfully created a Facebook inbox. Whenever a customer sends a message to your Facebook page, you will be able to see and reply to it in Chatwoot. Additional Inbox settings​ Your freshly configured Facebook inbox should now appear in your list of inboxes. To see this and to make additional settings in your Facebook inbox, go to Settings → Inboxes → click the gear icon on the associated Facebook inbox. You will see the following screen: Settings tab​ Enable channel greeting. Once you enable this, Chatwoot will send a greeting message to new conversations created through your Facebook inbox. Enable CSAT. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section. Reauthorize. Whenever you need to reconnect and reauthorize your Facebook page, do it from this button. Collaborators tab​ Click on the Collaborators tab. Here, you can add Agents to the Inbox or delete Agents who have been already added in the Inbox. You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox. Click on Update to save the changes. Business Hours tab​ Click on the Business Hours tab. In this section, you can set the working hours of your team associated with the Facebook inbox. Click on the check box for Enable business availability for this inbox if you have well-defined business hours. Once the check box is ticked, the below section opens up. You can write your message to be displayed to the customer during OFF business hours. Note: When Captain is enabled on an inbox, the unavailability message is automatically suppressed. Captain will handle conversations directly, even outside business hours. Unavailability message will only be sent if Captain hands off the conversation to a human agent or if Captain is not configured for the inbox. You can also select the available business hours for each day of the week, along with the proper time zone. Click on the Update Business Hour Setting Button.

How to setup an Instagram channel (via Facebook login)?

We recommend Instagram Business Login as the preferred authentication method, as it provides simpler configuration and a better developer experience. Please refer to this guide for more details. We will be stopping the support for Instagram via Facebook Login in the future from v4.1 onwards. If you are using a self-hosted Chatwoot installation, please set up your Instagram app as described in this guide. For the cloud version of Chatwoot, please follow this guide. Prerequisites Before bringing your Instagram inbox to Chatwoot, you need to make sure that you have a Business Instagram account. Step 1. Set up a Business Instagram account if you don't have one. This guide from Instagram will help you do the same. Step 2. Make sure your Facebook page is connected to this Instagram account. To connect Facebook and Instagram, follow these steps: 1. Go to https://www.facebook.com/pages/?category=your_pages. 2. Select Your Page. 3. Go to Settings. 4. Select “Instagram” and connect your business account as shown below: Now switch back to Chatwoot App. How to create an Instagram inbox in Chatwoot? Step 1. Go to Settings → Inboxes → “Add Inbox”. Step 2. Click on the "Messenger" icon. Step 3. Click on the Facebook login button. It will open a new window for you to log in. Step 4. Authenticate with Facebook, select an Instagram account and select the page you want to connect. Enable all permissions shown in the list. This will help Chatwoot to perform all the desired actions smoothly. Step 5. "Add agents" to your Instagram inbox. You have successfully created an Instagram inbox. Whenever a customer sends a message to your Instagram account, you will be able to see and reply to it in Chatwoot.>

How to setup a Twitter channel?

NOTE: Twitter integration has been temporarily discontinued as a result of modifications made by Twitter to its APIs. This includes limitations on the number of requests raised per minute, plus substantial pricing changes. With a Twitter inbox, you can manage both tweets mentioning you and your Twitter DMs from Chatwoot. If you are using a self-hosted Chatwoot installation, please set up your Twitter inbox as described in this guide. For the cloud version of Chatwoot, please follow the steps below. Step 1. Go to Settings → Inboxes → “Add Inbox”. Step 2. Click on the "Twitter" icon. Step 3. Click on the "Sign in with Twitter" button. Step 4. You will be redirected to Twitter. Click on the "Authorize app" button. Step 5. "Add agents" to your Twitter inbox. You have successfully created a Twitter inbox. You will now be able to manage Twitter DMs as well as tweets mentioning you from Chatwoot. Additional Inbox settings​ Your freshly configured Twitter inbox should now appear in your list of inboxes. To see this and to make additional settings in your Twitter inbox, go to Settings → Inboxes → click the gear icon on the associated Twitter inbox. You will see the following screen: You can make some fundamental changes here. Settings tab​ Enable channel greeting. Once you enable this, Chatwoot will send a greeting message to new conversations created through your Twitter inbox. Enable CSAT. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section. Collaborators tab​ Click on the Collaborators tab. Here, you can add Agents to the Inbox or delete Agents already added to the Inbox. You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox. Click on Update to save the changes. Business Hours tab​ Click on the Business Hours tab. In this section, you can set the working hours of your team associated with the Twitter inbox. Click on the check box for Enable business availability for this inbox if you have well-defined business hours. Once the check box is ticked, the below section opens up. You can write your message to be displayed to the customer during OFF business hours. You can also select the available business hours for each day of the week and the proper time zone. Click on the Update Business Hour Setting Button.

How to setup a WhatsApp channel?

You can manage your WhatsApp Business Account conversations directly from Chatwoot. To connect your WhatsApp number, Chatwoot supports two onboarding methods: - Embedded Signup (recommended) – a guided flow powered by Meta that auto-configures your number, webhooks, and tokens. - Manual Setup – an advanced option for tech providers and cases where Embedded Signup cannot be used. This guide gives you an overview of both methods, their differences, and links to detailed step-by-step instructions. Prerequisites - A Meta (Facebook) developer or business account - A valid phone number (not already tied to another WhatsApp Embedded Signup flow, unless migrating) - A Chatwoot workspace with WhatsApp feature enabled Step 1: Go to Inboxes 1. Log into your Chatwoot account. 2. Navigate to Settings › Inboxes › Add Inbox. 3. Choose WhatsApp as the channel. Step 2: Choose Your Setup Method When creating a WhatsApp Inbox, you’ll see two options: Connect with Whatsapp Business (Embedded Signup) - Redirects you to Meta’s Embedded Signup flow. - You log in with your Facebook account, select or create a WhatsApp Business Account (WABA), and add your phone number. - Chatwoot automatically receives the webhook, tokens, and phone number configuration. Use this option if you are: - Adding a new WhatsApp number - Looking for the fastest, no-configuration setup - Not a tech provider onboarding your own number Read the full guide on WhatsApp Embedded Signup Manual Setup - You configure everything through the Meta Developer Console. - Requires generating tokens, creating a system user, assigning assets, and setting up webhooks manually. - You copy/paste the Phone Number ID, Business Account ID, and API key into Chatwoot. Use this option if you are: - A tech provider onboarding your own number - Reusing a number that is already linked to Embedded Signup - Comfortable working with the Meta Developer dashboard Read the full guide on Manual Setup

How to setup an SMS channel?

You can set up your SMS channel inbox through two providers: 1. Twilio 2. Bandwidth Creating an SMS inbox Follow the steps below. Step 1. Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. Step 2. Click on the "SMS" icon. Step 3. Choose your API provider and configure the inbox. Explained below are both options. Choosing "Twilio" as the API provider If you want to use Twilio to set up your SMS inbox, choose that from the dropdown. It will display the required fields as explained below. These are the inputs required to create this channel: Click Create Twilio Channel after filling in the information. Configuring Chatwoot with Twilio Studio​ If you use Twilio Studio for a custom conversation flow, updating the webhook URL directly will break your existing integration. For such cases, you can navigate to the "Twilio Studio" section in this doc. Choosing "Bandwidth" as the API provider If you want to use Bandwidth to set up your SMS inbox, choose that from the dropdown. It will display the required fields as shown below. Click Create Bandwidth Channel after filling in the information. Once you are done with this step, proceed with adding agents. Step 4. "Add agents" to your inbox. You have successfully created an SMS inbox. You will start receiving the messages in your Chatwoot dashboard. Also, see: Sending an SMS campaign to a group of contacts.

How to setup an Email channel?

To manage your customer support/ticketing email from Chatwoot, you can create an Email inbox in Chatwoot. This is a complete guide to getting your Email channel up and running. This document is divided into three parts: 1. Creating an Email inbox 2. Settings for Gmail users 3. Creating a Microsoft Email inbox Feel free to jump to any section. Let's roll. How to create an Email inbox in Chatwoot? Step 1. Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. Step 2. Click on the "Email" icon. Step 3. Enter the channel name (how you’d like to address this channel), and your support email, and click the "Create Email Channel" button. P.S. You will also see an option to select Microsoft as an Email provider. If you use an Outlook/Microsoft email, scroll to the "How to create a Microsoft Email channel?" section (last section) instead. Step 4. "Add agents" to your email inbox. You have successfully created an Email inbox. Step 5. Configure your email settings. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. You will see three main settings here: 1. Forward to Email 2. Configure IMAP 3. Configure SMTP All three settings are explained in the following sections. How to forward emails to Chatwoot inbox? Step 1. Copy the "Forward to email address" from the Configuration tab under inbox Settings. Step 2. Configure the copied email address as the forwarding email address in the email inbox. P.S. Check the Gmail section below to learn how to add a forwarding address in Gmail. Step 3. Send a mail to the forwarding address added inbox and check the Chatwoot email inbox for the new email. How to configure IMAP for the Email channel? If you are using Gmail, scroll down to the IMAP section for Gmail below. Step 1. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. Step 2. Select the checkbox Enable IMAP configuration for this inbox. You’ll be able to see the required fields as follows. 1. Address 2. Port 3. Email 4. Password P.S. If using a 2FA-enabled Gmail, scroll down to the "How to generate app password for Gmail?" section. If using a regular Gmail account, scroll down to the "How to allow less secure access to Gmail?" section. Step 3. Test if everything is working fine. Send an email to the IMAP-configured email in Chatwoot. Check Chatwoot inbox for the new email. Open the email conversation in Chatwoot and verify the email details. How to configure SMTP for the Email channel? Step 1. Go to Settings -> Inboxes -> Email Inbox settings page. Step 2. Select the "Configuration" tab. Step 3. To enable SMTP, select the checkbox "Enable SMTP configuration for this inbox". Fill in the fields below and click the "Update SMTP settings" button. 1. Address 2. Port 3. Email 4. Password P.S. If using a 2FA-enabled Gmail, scroll down to the "How to generate app password for Gmail?" section. If using a regular Gmail account, scroll down to the "How to allow less secure access to Gmail?" section. 5. Domain Step 4. Open an existing email Conversation in Chatwoot. Step 5. Type a reply message for the conversation and click the "Send" button. Verify that mail has been delivered. You can also check the recipient inbox for the delivered email. Settings for Gmail users How to enable IMAP for Gmail inbox? Step 1. Open your Gmail inbox and click the Settings icon in the top right corner. Click the "See all settings" button. Step 2. Select the "Forwarding and POP/IMAP" tab on the Settings page. Step 3. Choose the "Enable IMAP" option under the IMAP access section and click the "Save Changes" button. How to allow less secure access to Gmail? Note: This option is unavailable for Gmail accounts with enabled 2-step verification or those managed by an organization. Step 1. Go to Google Account Security. Step 2. Click on "Turn on access" under the "Less secure app access" section on the Security page. Step 3. Toggle "Allow less secure apps" to "ON". Now you can use your Gmail account password to configure IMAP/SMTP. How to generate app password for Gmail? Note: This option is for Gmail accounts with enabled 2-step verification or those managed by an organization. Step 1. Go to Google Account Security. Step 2. Click "App passwords" under the "Signing in to Google" section on the Security page. Step 3. Select the Mail app, select a device, and click "GENERATE". Use the generated password to configure IMAP/SMTP. How to add a forwarding address for Gmail? Step 1. Open your Gmail inbox and click the Settings icon in the top right corner. Click the "See all settings" button. Step 2. Select the "Forwarding and POP/IMAP" tab on the Settings page. Step 3. Click the "Add a forwarding address" button. It will ask for the forwarding email address. Enter the one from Chatwoot and click the "Next" button. Step 4. Confirm the forwarding address in the browser popup. The email inbox will send a verification code to the forwarding email address. Step 5. Copy the verification code from the Chatwoot email inbox. Step 6. Paste the verification code and click the "Verify" button. Step 7. Select the "Forward a copy of incoming mail" option. Choose the required action from the second dropdown and click the "Save Changes" button. How to create a Microsoft Email channel? Step 1. Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. Step 2. Click on the "Email" icon. Step 3. Click on the "Microsoft" icon. Step 4. Add your Outlook/Microsoft email. Step 5. Enter your Microsoft/Outlook credentials. Step 6. Allow the "Chatwoot" app to read and reply to your email. Step 7. "Add agents" to your email inbox. You have successfully created a Microsoft email inbox. Step 5. Configure your email settings. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. Note: Please do not change anything in Settings for now, as we have used the default values for IMAP and SMTP. We will be making these fields non-editable soon for Outlook accounts. We use default IMAP settings to fetch emails and SMTP to send; you don't need to set anything through configuration. Step 6. If your access token expires, you must re-authorize your Microsoft account by going to Settings -> Configuration.

How to setup a Telegram channel?

Step 1. Go to Settings → Inboxes → “Add Inbox”. Step 2. Click on the "Telegram" icon. Step 3. Create a new telegram bot using Telegram BotFather. Step 4. Enter the API token of the Telegram bot and click on "Create Telegram Channel". Step 5. "Add agents" to your Telegram inbox. The inbox setup is complete. Step 6. Go to the Inbox settings page and verify that the inbox name matches the bot username created using BotFather. Step 7. Send a message to the Telegram bot. Check Chatwoot Telegram inbox for the new message. FAQs Does Chatwoot support Telegram Business Bot accounts? Yes — support for Telegram Business-mode bots was added in Chatwoot v4.3.0 (18 Jun 2025). How to enable Business Bots? 1. In @BotFather run /business_mode, choose your bot, and confirm. 2. Create a new Telegram inbox in Chatwoot (Settings → Inboxes → Add Inbox → Telegram) and paste the same bot token. 3. Chatwoot auto-detects Business Mode and registers the correct webhook. 4. For best results, keep this Business bot in its own inbox, separate from any standard bot you already use.  Known issues with Business Bot • 24-hour reply window – Telegram only lets the bot (and Chatwoot) reply within 24 hours of the customer’s last message.  • If a user has previously chatted with the same bot outside Business Mode, replies may appear to come from the bot rather than the Business account; creating a dedicated Business bot & inbox avoids this confusion. • The Telegram Business API is currently less feature-rich than the regular Bot API (e.g., no typing indicators, limited message types). Keep expectations accordingly.

How to setup a Line channel?

Step 1. Go to Settings → Inboxes → “Add Inbox”. Step 2. Click on the "Line" icon. Step 3. Go to the Line Developer Console and create a Line account. Step 4. Create a "Provider" in the developer console. Create a new "Messaging API" channel(Bot) under the provider. Step 5. Fill up the below fields from the Line developer console (Messaging API Channel) and click "Create LINE Channel". 1. Channel Name 2. LINE Channel ID 3. LINE Channel Secret 4. LINE Channel Token Step 6. "Add agents" to your Line inbox. The inbox setup is complete. Step 7. Go to the "Messaging API" channel in the developer console and configure the webhook. 1. Verify Chatwoot webhook URL 2. Enable "Use webhook" Step 8. Test your new Line inbox. Send a message to the Line bot. Check Chatwoot Line inbox for the new message.

How to create an API channel inbox?

To create and configure an API channel inbox in Chatwoot installations, follow the step described below. Setup the API channel Step 1. Go to Settings → Inboxes → “Add Inbox”. Step 2. Click on the "API" icon. Step 3. Provide a name for the channel and a callback URL. Here is an example: Step 4. "Add agents" to your API inbox. The inbox setup is complete. Send messages to the API channel To send messages to the API channel, ensure you understand the following models and nomenclature used in Chatwoot. 1. Channel: Channel defines the type of source of conversations. E.g., Facebook, Twitter, API, etc. 2. Inbox: You can create multiple sources of conversations of the same channel type. E.g., You can have more than one Facebook page connected to a Chatwoot account. Each page is called the inbox in Chatwoot. 3. Conversation: A Conversation is a collection of messages. 4. Contact: Each conversation has a real-life person associated with it, called a contact. 5. Contact Inboxes: This is the session for each contact in an inbox. A contact can have multiple sessions and multiple conversations in the same inbox. How to send a message in an API Channel? To send a message in an API channel, create a contact, initiate a conversation, and finally send the message. APIs require api_access_token in the request header. You can get this token by visiting your Profile settings → Access Token. 1. Create a contact Ref: API documentation Pass the inbox ID of the API channel along with other params specified. This would create a session for you automatically. A sample response would look like the one below. { "email": "string", "name": "string", "phone_number": "string", "thumbnail": "string", "additional_attributes": {}, "contact_inboxes": [ { "source_id": "string", "inbox": { "id": 0, "name": "string", "website_url": "string", "channel_type": "string", "avatar_url": "string", "widget_color": "string", "website_token": "string", "enable_auto_assignment": true, "web_widget_script": "string", "welcome_title": "string", "welcome_tagline": "string", "greeting_enabled": true, "greeting_message": "string" } } ], "id": 0, "availability_status": "string" } As you can see in the payload, you will be able to see the contact_inboxes and each contact_inbox will have a source_id. Source ID can be seen as the session identifier. You will use this source_id to create a new conversation as defined below. 2. Create a conversation Ref: API documentation Use the source_id received in the previous API call. You will receive a conversation ID which can be used to create a message. { "id": 0 } 3. Create a new message Ref: API documentation There are 2 types of messages. 1. Incoming: Messages sent by the end user is classified as an incoming message. 2. Outgoing: Messages sent by the agent is classified as an outgoing message. If you call the API with the correct content, you will receive a payload similar to this one: { "id": 0, "content": "This is a incoming message from API Channel", "inbox_id": 0, "conversation_id": 0, "message_type": 0, "content_type": null, "content_attributes": {}, "created_at": 0, "private": false, "sender": { "id": 0, "name": "Pranav", "type": "contact" } } If everything is successful, you will see the conversation on the dashboard as follows. You will be notified when a new message is created on the URL specified while creating the API channel. You can read about the message payload here. Receive messages using callback URL When a new message is created in the API channel, you will get a POST request to the Callback URL specified while creating the API channel. The payload would look like this. Find the full list of events supported by the webhook here. Event type: message_created { "id": 0, "content": "This is a incoming message from API Channel", "created_at": "2020-08-30T15:43:04.000Z", "message_type": "incoming", "content_type": null, "content_attributes": {}, "source_id": null, "sender": { "id": 0, "name": "contact-name", "avatar": "", "type": "contact" }, "inbox": { "id": 0, "name": "API Channel" }, "conversation": { "additional_attributes": null, "channel": "Channel::Api", "id": 0, "inbox_id": 0, "status": "open", "agent_last_seen_at": 0, "contact_last_seen_at": 0, "timestamp": 0 }, "account": { "id": 1, "name": "API testing" }, "event": "message_created" } Create Interfaces using client APIs Client APIs available for the API channel will help you build customer-facing interfaces for Chatwoot. These APIs are useful for cases like the ones listed below. 1. Use a custom chat interface instead of the Chatwoot chat widget. 2. Build conversational interfaces into your mobile apps. 3. Add Chatwoot to other platforms for which Chatwoot doesn't have an official SDK. Creating customer objects You can create and retrieve customer data objects using the inbox_identifier and customer_identifier. Inbox Identifier You can obtain the inbox_identifier from your API channel -> Settings -> Configuration. Customer Identifier The customer_identifier or the source_id can be obtained when creating the customer using the create API. You will need to store this identifier on your client-side to make further requests on behalf of the customer. This can be done in cookies, local storage etc. Available APIs The Available Client APIs are documented here. Some of the things you can do with the APIs are: - Create, View and Update Contact - Create and List Conversations - Create, List and Update Messages HMAC Authentication The Client APIs also support HMAC Authentication. The HMAC token for the Channel can be obtained via running the following on your rails console. # replace api_inbox_id with your inbox id Inbox.find(api_inbox_id).channel.hmac_token Connecting to the Chatwoot WebSockets To get real-time updates from the agent dashboard, connect to Chatwoot WebSockets using the following URL. <your installation url>/cable Authenticating your WebSocket connection After subscribing using the customer's pubsub_token, you will receive events directed toward your customer object. The pubsub_token is provided during the customer creation API call. Example const connection = new WebSocket('ws://localhost:3000/cable'); connection.send(JSON.stringify({ command:"subscribe", identifier: "{\\"channel\\":\\"RoomChannel\\",\\"pubsub_token\\":\\""+ customer_pubsub_token+"\\"}" })); Find the full list of events supported by WebSockets here. Webhook Verification Once you create an API channel, we automatically generate a secret that you can use to verify the payload your application receives. You can read more about webhook verification here. Implementation Here is an example chat interface build over the Client APIs.

How to Set Up a WhatsApp Channel with Twilio?

Manage your WhatsApp business account conversations through Chatwoot. You have two provider options: 1. WhatsApp Cloud API (preferred way) 2. Twilio This guide will walk you through the setup process. Prerequisites 1. A valid phone number 2. A Twilio account. If you don't have one, create it here: https://www.twilio.com/en-us/messaging/channels/whatsapp Using Twilio API There are two ways to use Twilio with Chatwoot: 1. Regular way without messaging service 2. With messaging service Setting Up Twilio Without Messaging Service Log into your Twilio account and click on "Create New Account" Complete all required fields and finish the account creation process Copy your Account SID, Auth Token, and phone number. If you haven't added a phone number to your Twilio account yet, do so before proceeding. Log into your Chatwoot account, click on Settings > Inbox > Add Inbox and select Whatsapp Enter your Account SID, Auth Token, and WhatsApp number here Add agents to manage your WhatsApp inbox Go to Settings > Inbox, select your inbox, click on Configuration, and copy your webhook URL Return to your Twilio dashboard 1. Go to Twilio Console → Phone Numbers → Manage → Active Numbers 2. Click on your WhatsApp number. 3. Click Configure 4. Under Messaging, check the field “Webhook (When a message comes in)”. 5. Update the webhook URL. That's it! You're all set to start sending WhatsApp messages through Chatwoot. Setting Up Twilio with a Messaging Service Setting up Twilio with a messaging service requires additional steps compared to the regular setup. Navigate to Messaging > Services and click "Create Messaging Service" button. Fill in all the required fields in the subsequent steps till you reach here. Copy your messaging service ID and click “Save”. Log into your Chatwoot account. When creating an inbox, check the "Use Twilio Message Service" box. Then copy and paste your Account ID, Message Service ID, and Token into the appropriate fields. Go to your Twilio dashboard, navigate to Messaging > Services > Select Service > Integration, and paste your Webhook URL here. That's it—you're all set! You can now start sending WhatsApp messages through Chatwoot. FAQ’s What types of WhatsApp templates does Chatwoot support when using Twilio? Currently, Chatwoot does not support templates with Twilio. I'm using Twilio Studio. Are there additional steps needed to make it work? If you use Twilio Studio for a custom conversation flow, updating the webhook URL directly will break your existing integration. Follow these steps instead: 1. Identify the step in your flow where you want the “agent handoff” to happen. 2. Add a “make http request widget” as shown below with the given values. 3. Ensure your flow can handle user responses to agent replies.

How to setup an Instagram channel?

If you are using a self-hosted Chatwoot installation, please set up your Instagram app as described in is this guide. For the cloud version of Chatwoot, please follow this guide. Prerequisites Before bringing your Instagram inbox to Chatwoot, you need to make sure that you have a Business Instagram account. Set up a Business Instagram account if you don't have one. This guide from Instagram will help you do the same. How to create an Instagram inbox in Chatwoot? Step 1. Go to Settings → Inboxes → “Add Inbox”. Step 2. Click on the "Continue with Instagram" button. Step 3. Enable "Access and manage messages" and click on allow button to continue the authorisation Step 5. "Add agents" to your Instagram inbox. You have successfully created an Instagram inbox. Whenever a customer sends a message to your Instagram account, you will be able to see and reply to it in Chatwoot.

How to setup a WhatsApp channel (Embedded signup)

What is WhatsApp Embedded Signup? Embedded Signup is a browser-based interface supplied by Meta that authenticates a Facebook user, creates (or links) a WhatsApp Business Account (WABA), adds a phone number, and returns production credentials in one flow. Chatwoot Cloud embeds this interface when you choose WhatsApp Cloud while adding an Inbox, so no manual tokens or webhook URLs are required. Prerequisites at a glance - Facebook (Meta) login - Business information - Chatwoot Cloud workspace with WhatsApp feature enabled Onboarding workflow inside Chatwoot Step 1. Go to Settings → Inboxes → “Add Inbox”. Select WhatsApp. Step 2. Click on the "Connect with WhatsApp Business" button. Step 3. Start Meta flow. Log in with the Facebook account that will manage the WABA. Provide business details or pick an existing portfolio, then choose an existing WABA or create a new one. Step 4. "Add agents" to your Instagram inbox. Tip: Use a dedicated browser tab and disable ad-blockers; Meta’s OAuth windows rely on third-party cookies Compliance checkpoints 1. Business verification: Upload legal documents if Meta prompts during or after signup 2. Display name review: Ensure the WhatsApp display name matches branding guidelines to prevent rejection

How to setup a WhatsApp channel (Manual flow)?

Connect your WhatsApp Business number to Chatwoot using Meta’s WhatsApp Cloud API. This guide walks you through preparing your Meta account, generating the required access token, and creating your WhatsApp inbox in Chatwoot. Get your WhatsApp Cloud API details from Meta WhatsApp Cloud API is hosted by Meta and available to businesses and individual developers. It lets you connect directly to the WhatsApp Business Platform without relying on a third-party provider to host the API. To create a WhatsApp inbox, you need three details from Meta: - WhatsApp Business Account ID - Phone Number ID - Permanent access token or system user token You can get the WhatsApp Business Account ID and Phone Number ID from your Meta app. Create or select a Meta app Go to Meta for Developers and either select an existing app or click Create App. If you are creating a new app, enter an app name and contact email, then click Next. Choose the WhatsApp use case On the use case selection screen, choose Connect with customers through WhatsApp, then click Next. Choose a business portfolio Select the business portfolio that owns or will own your WhatsApp Business Account. If you do not already have a business portfolio, you can create one during this step or continue and create it later if Meta allows it. Review publishing requirements Meta may show publishing requirements for the selected app and use case. Review the requirements and click Next. Review and create the app Review the app details, selected WhatsApp use case, and connected business portfolio. Click Create app to finish. Open WhatsApp API setup After the app is created or selected: 1. Click Use cases in the sidebar. 2. Find Connect with customers through WhatsApp. 3. Click Customize. 4. Click API Setup. In the new Meta app interface, go to Basic setup → Step 2. Production setup and open Register your WhatsApp phone number. In older Meta apps, open WhatsApp → API setup from the left sidebar. Add or select your WhatsApp phone number If this number is currently active in the WhatsApp Business app, do not delete or manually register it through this flow. Use Chatwoot’s Embedded Signup/Coexistence flow, or contact Chatwoot Support. In the Send and receive messages or Register your WhatsApp phone number section, choose an existing number from the From selector, or click Add phone number. If you are adding a new number: 1. Enter your WhatsApp Business display name and business details. 2. Enter the phone number. 3. Choose verification by SMS or phone call. 4. Enter the OTP code from Meta to verify the number. Copy the required IDs After the number is added or selected, copy these values from the API setup page: - Phone Number ID - WhatsApp Business Account ID You will need to paste these values into the manual setup flow. In the older Meta UI, these values are shown directly under the From selector in WhatsApp → API setup. Meta changes this interface frequently. If your screen looks different, look for the WhatsApp API setup page and the selected sender number. The Phone Number ID and WhatsApp Business Account ID are usually shown near the selected From phone number. Set up a permanent WhatsApp Cloud API access token You also need a permanent system user access token with WhatsApp permissions. This token allows Chatwoot to connect to your WhatsApp Cloud API number, send and receive messages, and sync message templates. Open System users in Meta Business Settings 1. Open Meta Business Settings. 2. Select the business portfolio that owns your WhatsApp Business Account. 3. Go to Users → System users. 4. If you already have a system user for Chatwoot, select it. 5. If you do not have one, click Add. Create a system user 1. Enter a name for the system user, such as Chatwoot WhatsApp. 2. Select Admin as the system user role. 3. Click Create system user. Generate a token 1. Select the system user. 2. Click Assign assets. 3. Assign the Meta app and WhatsApp Business Account. 4. Grant the required control. 5. Click Generate token. Select the Meta app Choose the Meta app that you created or selected earlier for WhatsApp Cloud API setup, then click Next. Set token expiry Select Never as the token expiry, then click Next. Assign permissions Select the required WhatsApp permissions: - whatsapp_business_messaging - whatsapp_business_management Then continue to generate the token. Copy the token After Meta creates the token, click Copy and store it securely. Keep this token private. Anyone with access to it may be able to use your WhatsApp Cloud API connection. Connecting Your Chatwoot Account Let's connect your Chatwoot account with your WhatsApp Cloud API. Log into your Chatwoot account, go to Settings > Inbox > Select Manual flow. Enter your phone number, phone number ID, and business ID, Access token whoch you got from previous step Add team members to your WhatsApp inbox Copy the webhook URL and webhook verification token provided here Set Up Your Webhook We need to set up the WhatsApp webhook to receive incoming customer messages sent to your business number. Your callback URL should be in the format of https://app.chatwoot.com/webhooks/whatsapp/{phone_number}. Log into your Facebook developer account and navigate to WhatsApp > Configuration Paste your Chatwoot webhook URL and verification token here, then click "Verify and Save" Set up webhook permissions by subscribing to messages That's it—you're all done! You can now start sending WhatsApp messages through Chatwoot. FAQs How to configure multiple numbers under a single Meta app? Meta App allows configuring only a single Webhook endpoint. So create Inboxes in Chatwoot for all the numbers as required. You will need to configure the Webhook URL provided for only one of these inboxes in the Meta app for all the other inboxes to work. What type of WhatsApp templates are supported by Chatwoot ? Please check the doc for more details about templates. What are the supported media types?

How to setup a TikTok channel?

If you are using a self-hosted Chatwoot installation, please set up your TikTok app as described in is this guide. For the cloud version of Chatwoot, please follow this guide. Prerequisites Before setting up the TikTok channel, ensure the following: 1. You have a TikTok Business Account registered in an eligible region. 2. Your TikTok Business Account is set to accept direct messages from everyone. Otherwise, you will need to manually accept messages in the TikTok app. Learn how to update your message settings Setting Up the TikTok Channel Step 1: Navigate to Inboxes Go to Settings > Inboxes and click Add Inbox. Select TikTok from the list of available channels. Step 2: Connect Your TikTok Account Click Continue with TikTok to begin the authentication process. Step 4: Authorize Chatwoot You will be redirected to TikTok. Review the requested permissions and click Continue to authorize Chatwoot to access your TikTok Business Account. Step 5: Add Agents After authorization, you will be redirected back to Chatwoot. Add agents to the TikTok inbox so they can view and respond to messages. Your TikTok channel is now connected. Incoming TikTok direct messages will appear in your Chatwoot dashboard. Messaging Limitations - Customers must initiate the conversation, businesses cannot message first. - Agents can send up to 10 messages before the customer replies. Once the customer replies, messaging is unlimited. - The reply window is 48 hours from the customer's last message. - Only text, image, and post share messages are currently supported due to limitations in the TikTok Business Messaging API. - Messages sent directly from the TikTok app will be synced into Chatwoot. - Messages received in unsupported formats (e.g., audio, stickers) will appear as "This message is unsupported. You can view this message on the TikTok app." FAQ’s Why can't I send media messages to some TikTok users? This happens due to TikTok's restrictions. Some regions do not allow sending or receiving images, and in other cases, the user's account may be flagged by TikTok. Which countries support TikTok Business Messaging? TikTok Business Messaging API is not currently available in the EEA, Switzerland, or the UK. Messaging features may be limited or unavailable for users in these regions. For the latest supported regions and restrictions, please refer to TikTok’s official documentation. Availability TikTok is available on both Cloud and Self-hosted plans.

Synchronize WhatsApp templates using a Business Management token

If Chatwoot cannot retrieve the latest message templates from your WhatsApp Business Account, you can provide a Meta Business Management token for the affected inbox. This feature is available only on Chatwoot Cloud for WhatsApp inboxes created through Embedded Signup, including WhatsApp Business App Coexistence inboxes. It is not available for manually configured WhatsApp inboxes. Why does Chatwoot need this token? Chatwoot normally uses the credential created during WhatsApp onboarding to synchronize message templates. In some cases, that credential may still allow inbound and outbound messages while no longer having permission to read or manage WhatsApp business assets. A Business Management token provides the additional whatsapp_business_management permission required to retrieve templates from the WhatsApp Business Account. Chatwoot uses this token only for template synchronization. It is not used for: - Sending or receiving WhatsApp messages - Webhook delivery - Phone-number registration - Changing your WhatsApp Business Account - Managing your Meta business portfolio Before you begin Make sure that: - You are an administrator of the Meta business portfolio that owns the WhatsApp Business Account. - You can access the affected WhatsApp Business Account in Meta Business Settings. - Your business has a Meta app associated with that WhatsApp account. - You are an administrator of the Chatwoot account. - The inbox was created using WhatsApp Embedded Signup on Chatwoot Cloud. Treat the token like a password. Do not send it over email, chat, or support conversations. Chatwoot account administrators can view and copy the saved token from the inbox Configuration tab. Limit administrator access and treat this token as a sensitive credential. Step 1: Create or select a system user 1. Open Meta Business Settings. 2. Select the business portfolio that owns the WhatsApp Business Account. 3. Go to Users → System users. 4. Select an existing administrator system user. If you do not have one: 1. Click Add. 2. Enter a recognizable name, such as Chatwoot template sync. 3. Select Admin as the system user role. 4. Click Create system user. Use a dedicated system user when possible. This makes it easier to rotate or revoke the token without affecting other integrations. Step 2: Assign the WhatsApp Business Account The system user must have access to the same WhatsApp Business Account used by your Chatwoot inbox. 1. Select the system user. 2. Open Assigned assets. 3. Click Assign assets. 4. Select WhatsApp accounts. 5. Choose the WhatsApp Business Account connected to Chatwoot. 6. Grant permission to manage the account or enable full control. 7. Save your changes. Assign only the affected WhatsApp Business Account. Avoid granting access to unrelated business assets. Step 3: Generate the token 1. Select the system user. 2. Click Generate token. 3. Select the Meta app associated with your WhatsApp Business Account. 4. Click Next. Step 4: Choose the expiration period Meta may offer options such as: - 60 days: More secure, but you must replace the token when it expires. - Never: Reduces operational maintenance, but requires careful storage and manual rotation. Choose the option that follows your organization’s security policy. Even a non-expiring token can stop working if the system user, app, permission, business, or asset relationship is changed or revoked. Step 5: Select the required permission Select: - whatsapp_business_management This is the permission Chatwoot validates and uses to synchronize message templates. You do not need to select whatsapp_business_messaging or whatsapp_business_manage_events for this template-synchronization token. If whatsapp_business_management is unavailable, confirm that: - The selected app has WhatsApp configured. - The system user has access to the app. - The WhatsApp Business Account is assigned to the system user. - Your business and app meet Meta’s access requirements. Step 6: Copy the token 1. Complete the token-generation process. 2. Click Copy. 3. Store the token temporarily in a secure password manager or secrets vault. Meta may show the complete token only once. Step 7: Add the token to Chatwoot 1. In Chatwoot, go to Settings → Inboxes. 2. Select the affected WhatsApp inbox. 3. Open the Configuration tab. 4. Find Update Business Management Token. 5. Paste the token. 6. Click Update. Chatwoot checks that the token contains the granted whatsapp_business_management permission before saving it. After the token is saved, click Sync Templates. Your approved WhatsApp templates should appear after synchronization completes. To replace the token, generate a new token in Meta Business Settings and submit it through the same Chatwoot configuration field. Chatwoot will use the new token for future template synchronization. Revoking the saved token in Meta without replacing it in Chatwoot will cause template synchronization to fail. Troubleshooting The token does not have the required permission Confirm that whatsapp_business_management was selected and granted when the token was generated. You do not have permission to access this field The system user may not have access to the target WhatsApp Business Account, or the selected app may not be authorized for it. Recheck the system user’s assigned assets and app relationship. The token is invalid or cannot be validated The token may have expired, been revoked, or been generated for a different app or business. Generate a new token and try again. The token is accepted, but templates still cannot be synchronized Check that: - The system user has access to the exact WhatsApp Business Account used by the inbox. - The business account ID configured in Chatwoot is correct. - The templates exist in that WhatsApp Business Account. - The templates have not been deleted or moved to another account. The permission may be valid while access to the specific WhatsApp asset is still missing. Messages work, but template synchronization fails Messaging and business-management operations use different permissions. A credential can continue sending and receiving messages while lacking access to retrieve templates.