Do I need WhatsApp to go live?

No. The Direct link is enough and it works on Free. The website widget and the messaging apps need a paid plan.

Which channel should I set up first?

The Direct link. Share it, check the answers on real questions, then add the widget and a messaging app.

Is Test chatbot a channel?

No, it is a dashboard drawer for you. Your test threads can still appear in Conversations as dashboard-originated conversations.

Does a paused chatbot fail the same way everywhere?

No. The widget refuses to load, the public link returns a not-found page, and messaging apps accept the message and never reply.

Which apps are supported when messaging is enabled?

Telegram, WhatsApp, Messenger, Instagram, Slack, Discord, LINE, Viber, WeChat, and SMS through Twilio. Each has its own credential fields.

How many apps can one chatbot use at once?

Whatever the Connected channels card shows as the maximum; on most deployments it is three. Channels waiting on verification count too.

Does reconnecting an app use a second slot?

No. Fresh credentials replace the existing connection, so reconnecting never needs a spare slot.

I upgraded and the cards are still locked. Why?

Upgrading unlocks integrations, not the messaging rollout. Those are two separate gates and the rollout is set centrally.

Can support enable one app just for my workspace?

No. Availability is a deployment-wide setting rather than a per-account switch, so there is nothing to enable for one workspace.

Can I use the temporary token from API Setup?

No. It expires within hours and the channel goes silent. Generate a permanent token from a System User instead.

Why is the phone number ID not my phone number?

Meta assigns every WhatsApp number a numeric ID, shown in WhatsApp then API Setup. The field only accepts digits.

It says Connected but nobody gets replies.

The number is usually not subscribed to the messages field in WhatsApp then Configuration. After that, check the chatbot is Active.

Does WhatsApp use message credits?

Yes, at your chatbot's live model rate (1X = one credit per reply), exactly like the widget. Meta bills its own conversation fees to you separately.

Can I reuse a number that is in the WhatsApp app?

No. A number used with the Cloud API cannot also be in use in the consumer WhatsApp or WhatsApp Business app.

Why are group messages ignored?

The chatbot answers private one-to-one chats only, so adding the bot to a group or channel produces nothing.

Do I need to paste a callback URL for Telegram?

No. Agentency registers the delivery address with Telegram, so the channel is live as soon as the token is accepted.

Can two chatbots share one Telegram bot?

No. Telegram delivers to one address per bot, so the newest connection wins. Create a second bot in BotFather.

What happens to messages sent while it was disconnected?

They are deliberately dropped when you connect, so a backlog of old questions is never replayed at your customers.

Is Facebook a separate channel from Messenger?

No. The product label is Messenger everywhere, and it covers the chat inbox of your Facebook Page.

Which apps need no extra work after connecting?

Telegram and Viber. For both, Agentency registers the delivery address with the provider as part of connecting.

Which apps sit at Pending verification?

WhatsApp, Messenger, Instagram, and WeChat. Each provider has to call our callback URL back with your verify token.

Why does Test connection pass while nothing arrives?

It only re-checks your stored credentials with the provider. It never checks whether you pasted the callback URL.

Can I connect every app at once?

Only up to the per-chatbot cap. Disconnect one to add another, or spread the apps across more than one chatbot.

Where does the Page access token come from?

Messenger then Settings in your Meta app, generated for the Facebook Page whose inbox you want answered.

Why is the card called Messenger and not Facebook?

Messenger is the product label used throughout Agentency. It is the chat inbox attached to your Facebook Page.

It is Connected but the Page inbox gets no replies.

Subscribe the Page to the messages webhook field in Messenger then Webhooks. That step is separate from verification.

Does connecting Messenger also cover Instagram DMs?

No. Instagram is a separate card and a separate connection, even when both use the same Meta app.

Can I use the same app secret for Messenger and Instagram?

Yes, if both use the same Meta app. Each card still needs its own Page access token and its own handshake.

Why does Instagram want a Facebook Page token?

Instagram messaging is served through the Page your professional account is linked to, so the token belongs to that Page.

Connected as shows my Page name, not my handle. Why?

The Page is not linked to an Instagram professional account. Fix the link on Instagram's side, then reconnect the card.

Do I need Meta's App Review?

To message people who have no role on your Meta app, yes. Meta grants the Instagram messaging permission through review.

Can it answer comments or story mentions?

No. This card covers Instagram Direct messages only. Comments and mentions are not read.

Why do answers arrive as several DMs?

Instagram allows shorter messages than most apps, so a long answer is split into more pieces than elsewhere.

Which Slack token does the card need?

The Bot User OAuth token that starts with xoxb-. A user token starting with xoxp- is rejected by the form.

Does the chatbot read every message in a channel?

No. It answers direct messages and mentions in channels it belongs to. Its own posts, edits, and joins are ignored.

Why does nothing arrive after I connect?

The callback URL has to go into Event Subscriptions as the Request URL, and you must subscribe to message events.

Do mentions work in any channel?

Only in channels the app has been added to. Invite the app to the channel, then mention it again.

Replies stopped after someone reinstalled the app.

Reinstalling can issue a new bot token. Open the card, press Reconnect, and paste the current token.

Why can members not just DM the bot?

Replies run through Discord's interactions model, which means a slash command. Free-form direct messages are not read.

My slash command returns nothing.

The command needs one text option to carry the question, the interactions endpoint must be saved, and the chatbot must be Active.

Discord refuses to save my Interactions Endpoint URL.

Discord tests the address with a signed ping. A public key that does not match this application makes that test fail.

Why does the bot say it is thinking first?

Discord needs a response within seconds, so the command is acknowledged immediately and the real answer is edited in after.

What exactly is the public key?

A 64-character hexadecimal value from your application's general information. It is not the bot token or the client secret.

Why does nothing arrive when the card says Connected?

Either the Webhook URL is missing in the LINE console or Use webhook is still switched off. Both are required.

LINE replies with a canned message instead of my chatbot.

The Official Account's auto-reply or greeting is still enabled. Turn both off in the LINE Official Account Manager.

Which token should I issue?

The long-lived channel access token on the Messaging API tab. A short-lived one expires and takes the channel down with it.

Why does the answer arrive as a new message?

Answers are sent as push messages, because LINE's reply window closes before the chatbot has composed its answer.

Are stickers answered?

No. Stickers, images, and voice notes get a short note saying the chatbot can only read text.

Do I need to paste a callback URL for Viber?

No. Agentency registers the delivery address with Viber during connect, the same way Telegram works.

Connect failed saying the webhook could not be registered.

Viber accepted the token but refused the registration. Try again, and check the bot account is fully created and enabled.

Does disconnecting clean up at Viber too?

Yes, on a best-effort basis. Agentency asks Viber to remove the registered address as well as clearing the stored token.

Frequently asked questions

Channels

Website crawling

Developer API

Website widget

Troubleshooting

Knowledge base

Customers and leads

Billing and plans

Hosted chatbot page

Security and sign-in

Chatbots

Conversations

The Agentency website

Analytics

Account and profile

Plugins and integrations

Getting started

Team workspaces

Instructions and actions