Live chat and messaging

Answer chat, WhatsApp, Telegram, Messenger, Instagram, LINE and SMS in one place.

Messages become tickets, and your replies go back the same way. These channels come with Professional and Business.

Live chat

In Settings > Live chat, set the greeting and hours, and copy the small piece of code onto your website. The chat button also appears in your help centre.

New chats wait under Live chat. Click Take to answer, and transfer a chat to a colleague if needed. An ended chat is saved on a ticket.

Messaging

Add each service in Settings > Messaging & phone. They run through your own account with that service, and you pay them directly.

WhatsApp: your Meta WhatsApp Business account
Telegram: a bot you make
Messenger and Instagram: your Meta page
LINE: your LINE official account
SMS: your Twilio account

Each form shows the web address to paste into that service, so it can send messages to Helpdesk.

WhatsApp's 24-hour window

WhatsApp only lets you send a free-form message within 24 hours of the customer's last one. After that, you need a template approved by Meta. If a message can't go out, the ticket tells you why.