Question 1

Do I need WhatsApp to go live?

Accepted Answer

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

Question 2

Which channel should I set up first?

Accepted Answer

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

Question 3

Is Test chatbot a channel?

Accepted Answer

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

Question 4

Does a paused chatbot fail the same way everywhere?

Accepted Answer

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

Question 5

Which apps are supported when messaging is enabled?

Accepted Answer

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

Question 6

How many apps can one chatbot use at once?

Accepted Answer

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

Question 7

Does reconnecting an app use a second slot?

Accepted Answer

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

Question 8

I upgraded and the cards are still locked. Why?

Accepted Answer

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

Question 9

Can support enable one app just for my workspace?

Accepted Answer

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

Question 10

Can I use the temporary token from API Setup?

Accepted Answer

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

Question 11

Why is the phone number ID not my phone number?

Accepted Answer

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

Question 12

It says Connected but nobody gets replies.

Accepted Answer

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

Question 13

Does WhatsApp use message credits?

Accepted Answer

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.

Question 14

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

Accepted Answer

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

Question 15

Why are group messages ignored?

Accepted Answer

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

Question 16

Do I need to paste a callback URL for Telegram?

Accepted Answer

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

Question 17

Can two chatbots share one Telegram bot?

Accepted Answer

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

Question 18

What happens to messages sent while it was disconnected?

Accepted Answer

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

Question 19

Is Facebook a separate channel from Messenger?

Accepted Answer

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

Question 20

Which apps need no extra work after connecting?

Accepted Answer

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

Question 21

Which apps sit at Pending verification?

Accepted Answer

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

Question 22

Why does Test connection pass while nothing arrives?

Accepted Answer

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

Question 23

Can I connect every app at once?

Accepted Answer

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

Question 24

Where does the Page access token come from?

Accepted Answer

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

Question 25

Why is the card called Messenger and not Facebook?

Accepted Answer

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

Question 26

It is Connected but the Page inbox gets no replies.

Accepted Answer

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

Question 27

Does connecting Messenger also cover Instagram DMs?

Accepted Answer

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

Question 28

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

Accepted Answer

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

Question 29

Why does Instagram want a Facebook Page token?

Accepted Answer

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

Question 30

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

Accepted Answer

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

Question 31

Do I need Meta's App Review?

Accepted Answer

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

Question 32

Can it answer comments or story mentions?

Accepted Answer

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

Question 33

Why do answers arrive as several DMs?

Accepted Answer

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

Question 34

Which Slack token does the card need?

Accepted Answer

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

Question 35

Does the chatbot read every message in a channel?

Accepted Answer

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

Question 36

Why does nothing arrive after I connect?

Accepted Answer

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

Question 37

Do mentions work in any channel?

Accepted Answer

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

Question 38

Replies stopped after someone reinstalled the app.

Accepted Answer

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

Question 39

Why can members not just DM the bot?

Accepted Answer

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

Question 40

My slash command returns nothing.

Accepted Answer

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

Question 41

Discord refuses to save my Interactions Endpoint URL.

Accepted Answer

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

Question 42

Why does the bot say it is thinking first?

Accepted Answer

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

Question 43

What exactly is the public key?

Accepted Answer

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

Question 44

Why does nothing arrive when the card says Connected?

Accepted Answer

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

Question 45

LINE replies with a canned message instead of my chatbot.

Accepted Answer

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

Question 46

Which token should I issue?

Accepted Answer

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

Question 47

Why does the answer arrive as a new message?

Accepted Answer

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

Question 48

Are stickers answered?

Accepted Answer

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

Question 49

Do I need to paste a callback URL for Viber?

Accepted Answer

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

Question 50

Connect failed saying the webhook could not be registered.

Accepted Answer

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

Question 51

Does disconnecting clean up at Viber too?

Accepted Answer

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

Question 52

Can two chatbots use one Viber bot?

Accepted Answer

No. Viber delivers to one address per bot, so the most recent connection wins and the earlier one goes quiet.

Question 53

Why did WeChat verify instantly when WhatsApp took longer?

Accepted Answer

WeChat calls the callback URL as soon as you enable the server configuration, so the badge usually flips within seconds.

Question 54

Are voice messages and images answered?

Accepted Answer

No. Non-text messages are ignored silently on WeChat, so the customer gets no reply at all rather than an explanation.

Question 55

Why are answers split into so many messages?

Accepted Answer

Replies go out as customer-service messages, which are small, so a long answer becomes several short ones.

Question 56

Connect says the credentials are invalid but they look right.

Accepted Answer

The App secret may have been regenerated, or WeChat may be refusing API access from an address that is not on your allow list.

Question 57

Do I have to re-enter the App secret periodically?

Accepted Answer

No. Agentency keeps its API permission fresh in the background, so a working connection stays working.

Question 58

Is this the same as phone verification?

Accepted Answer

No. Phone verification proves your own login. The SMS channel is for customers texting your chatbot.

Question 59

Can I use a provider other than Twilio?

Accepted Answer

Not on this card. The connector is Twilio, and you bring your own Twilio account and number.

Question 60

Why is my account SID rejected?

Accepted Answer

It must be the account SID that starts with AC, not an API key SID, a messaging service SID, or the number's SID.

Question 61

Everything stopped at once. What changed?

Accepted Answer

Usually a rotated Twilio auth token, which breaks sending and incoming verification together. Reconnect with the current token.

Question 62

Why is SMS more expensive than other channels?

Accepted Answer

Long answers are split into several texts, each billed by Twilio, and every reply also spends Agentency message credits at your chatbot's live model rate (1X = one credit).

Question 63

Is my chatbot broken?

Accepted Answer

No. Test it in the dashboard's Test chatbot drawer or through the Direct link and it will answer normally.

Question 64

Will upgrading remove the Coming soon notice?

Accepted Answer

No. Upgrading unlocks integrations. The messaging rollout is a separate, centrally controlled setting.

Channels FAQ