Messaging channels availability

What it is

The Messaging grid lists ten apps: Telegram, WhatsApp, Messenger, Instagram, Slack, Discord, LINE, Viber, WeChat, and SMS. Whether you can connect any of them depends on three separate conditions, and a fourth one decides whether the reply ever arrives.

1. Your plan includes integrations. Free plans keep the public Direct link and nothing else on this tab.
2. Messaging is enabled for this deployment. Agentency controls this. It is off by default, and no setting on your account changes it.
3. The specific platform is enabled. Platforms can be switched on and off individually, so one card can stay unavailable while the other nine work.
4. The chatbot is Active. This one does not block connecting — it blocks answering. A paused chatbot connects perfectly and then ignores every customer.

Read the top of the page and it will tell you which condition you are missing.

When you would use it

Use this when a marketing page or a colleague mentioned WhatsApp, but your dashboard will not connect it, and you want a straight answer about why.

Where to find it

Open Dashboard → Chatbots → your chatbot → Integrations → Messaging (?tab=messaging).

How to tell which gate you are looking at

• An upgrade notice titled to the effect that you should upgrade to connect messaging channels, saying paid plans get messaging while Free can test online and share the public link. That is the plan gate. Upgrading fixes it — see Upgrade or downgrade.
• A notice that messaging channels are coming soon. That is the deployment gate. Upgrading will not change it and nobody can enable it for one workspace. See Coming soon channels.
• Most cards clickable, one or two greyed out with a Coming soon label. That is the per-platform gate. The rest of the grid works normally.
• Cards clickable, and a note that the connection limit is reached. You are at the cap. Disconnect an app to free a slot.

Steps

1. Open Integrations → Messaging and read the notice at the top of the page before touching a card.
2. If it is the plan gate, either upgrade or use the Direct link, which works on every plan.
3. If it is the deployment gate, use the Direct link or the website widget for now and re-check the tab later. Cards become connectable without you having to recreate anything.
4. If the cards are clickable, activate the chatbot, then open the card you want and follow its guide from Other messaging apps.
5. Keep pointing visitors at the Direct link until a card shows Connected and a real inbound message has been answered. Those are two different things on most platforms.

What you will see

Locked cards stay visible rather than being hidden, so you can see what an upgrade or a rollout would give you. The Connected channels, Total messages, and Total users figures are hidden while nothing is connectable. The Direct link card is never gated — it stays available even on Free.

Inside a card you cannot use, the drawer explains that messaging channels are coming soon instead of showing a credential form. There is no way to save credentials into an unavailable card, so do not try to get ahead of the rollout by pasting a token.

The connected-app cap

When messaging is available, one chatbot can be connected to a limited number of apps at the same time. The current figure is on the Connected channels card above the grid, written as a connected-out-of-maximum count. On most deployments the maximum is three.

Two details that trip people up:

• Pending counts. A channel waiting on a verification handshake occupies a slot exactly like a live one.
• Reconnecting does not. Pasting fresh credentials into an app you already have replaces the connection rather than adding a second, so it never needs a spare slot.

If you need more channels than the cap allows, spread them across more than one chatbot. Each chatbot has its own cap, and each has its own knowledge and instructions anyway.

Limits and plan notes

Messaging apps are off by default on this deployment, and individual platforms can be unavailable even when the rest are on. This is set by Agentency, not by anything on your account — there is nothing for you to switch on, and nothing support can enable for one workspace.

The Free plan cannot connect messaging apps at all, and no messaging app is included in a trial of the public link. What every plan does include is the Direct link — see Share a hosted link.

Regardless of plan, each answer on a messaging app spends message credits at your chatbot's live model rate (1X = one credit), exactly like the widget (Message credits).

Common problems

Every card says Coming soon and I am on a paid plan.

The deployment gate, not the plan gate. Your plan is not the blocker. Use the Web widget or the Direct link until messaging is enabled.

I upgraded and the cards are still unavailable.

Upgrading unlocks integrations. It does not turn on messaging for the deployment. See Coming soon channels.

One card is greyed out and the others work.

That platform is switched off individually. Connect a different app, or wait.

The card is green but nobody gets replies.

Either the chatbot is draft or paused, which makes messaging apps silent, or the platform's own step is unfinished — a callback URL that was never pasted, or a verification handshake that never completed. Other messaging apps sorts the platforms into those groups.

All the cards are dimmed and mention a limit.

You are at the connected-app cap. Disconnect something you are not using.

Can I ask for one app to be enabled for me?

Not from the dashboard, and it is not a per-workspace switch. If it matters to your plans, contact support and say so — but do not wait on it before shipping the public link.