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Omnichannel Setup

Connect WhatsApp, email, SMS, Facebook, and Instagram to your unified Wiretalk agent inbox.

Dashboard: Dashboard → Integrations → Channels

Route WhatsApp, email, SMS, Facebook Messenger, and Instagram DMs into the same Wiretalk agent inbox as website live chat. Agents reply from one workspace with shared history, departments, and CSAT. Pro & Enterprise (Growth & Scale)

Unified omnichannel inbox

Every channel creates or continues a conversation thread in the agent dashboard. Tags show the source (widget, WhatsApp, email, etc.) so agents know context at a glance.

  • One agent login for website chat + messaging channels
  • Departments and assignment work across all channels
  • Convert long threads to tickets when follow-up is needed
  • Outgoing webhooks fire for omnichannel messages same as widget chat

Connect a channel

1

Open Integrations

Dashboard → user menu → Integrations, or Organization → Integrations.

2

Pick a channel

Choose WhatsApp, Email, SMS, Facebook Page, or Instagram from the catalog. Each card shows setup requirements.

3

Connect

One-click (Meta / Twilio platform): OAuth or platform credentials when Wiretalk hosts the app credentials.
Bring your own: Paste API keys, webhook URLs, and phone numbers from your provider dashboard.

4

Test inbound

Send a message to your connected number, page, or inbox address. Confirm it appears in the agent inbox before going live.

WhatsApp (Meta Cloud API)

Connect your WhatsApp Business account via Meta. Wiretalk receives inbound messages through Meta webhooks and sends replies through the Cloud API.

  • Requires a Meta Business account and WhatsApp Business phone number
  • Use Connect with Meta when platform OAuth is enabled, or paste permanent token + phone number ID manually
  • Configure the webhook callback URL shown in Integrations inside Meta Developer Console
  • Template messages for outbound-initiated chats must comply with Meta policy

Email inbox

Forward support mail to Wiretalk or connect IMAP/SMTP credentials so inbound emails become conversations.

  • Each connection gets a unique inbound address or polling inbox
  • Agent replies send from your configured From address
  • Attachments and HTML emails are supported where the provider allows

SMS (Twilio)

Two-way SMS support for US and international numbers via Twilio.

  • Platform connect: Link Twilio through Wiretalk when platform credentials are configured
  • Manual: Account SID, Auth Token, and purchased Twilio phone number
  • Set the Twilio webhook URL to the endpoint shown in channel settings for inbound SMS
  • Label connections clearly — SMS is separate from WhatsApp even when both use Twilio

Facebook & Instagram

Connect Facebook Pages and linked Instagram professional accounts for Messenger and IG DM support.

  • OAuth through Meta — select the Page and Instagram account to link
  • Inbound DMs appear as omnichannel conversations with channel badges
  • Respond within Meta messaging windows; see Meta docs for 24-hour session rules

Inbound provider webhooks

Wiretalk exposes signed webhook endpoints per channel connection. Providers (Meta, Twilio, email gateways) POST inbound events to these URLs.

ProviderConfigure at
Meta (WhatsApp, FB, IG)Meta Developer Console → Webhooks → callback URL from Integrations
Twilio SMSTwilio Console → Phone number → Messaging webhook URL
EmailForwarding rule or IMAP polling per connection settings

Production webhooks must be signed. Unsigned webhooks are blocked unless explicitly enabled for local testing (OMNICHANNEL_ALLOW_UNSIGNED_WEBHOOKS).

Agent API

Manage channel connections programmatically from authenticated agent sessions:

  • GET /api/agent/channel-connections/catalog — available channel types & setup guides
  • GET/POST/PATCH/DELETE /api/agent/channel-connections — CRUD connections
  • GET /api/agent/channel-connections/{id} — connection details (masked credentials on edit)

Also see Integrations overview for REST API keys and outbound webhooks.