Before you start
- An active Converla brand workspace.
- Permission to open Integrations / channel settings.
- At least one channel you plan to connect (WhatsApp is the usual first).
How to
Open the channels hub
From admin Integrations (or the channels area on your plan), review which platforms are available. WhatsApp Business and the web widget are the most common starting pair for store teams.
Understand bots and automations
Bots, keyword flows, and commerce automations reduce repetitive replies. They should escalate to humans for exceptions — never silently invent order or policy facts.
Watch channel health
If a channel disconnects or Meta credentials expire, inbound mail stops even if the inbox UI looks fine. Use health/reconnect tools promptly and retest with a real inbound message.
Confirm routing into the unified inbox
Send one test per channel. Confirm channel labels, assignment, and that agents can reply from the same inbox without switching apps.
Tips
Launch one channel cleanly before adding five
A healthy WhatsApp inbox beats five half-connected channels. Add web chat second, then other Meta channels when staffing is ready.
Keep bot copy in your brand voice
Short, factual automation copy reduces escalations. Put policies in the knowledge base so AI and bots stay aligned.
Examples
Typical growth path
WhatsApp → unified inbox → web widget → knowledge AI → commerce automations → additional Meta channels.
1 WhatsApp
2 Web widget
3 Knowledge AI
4 Commerce presets
5 Extra Meta channelsTroubleshooting
A channel shows connected but no chats arrive.
Retest inbound, check webhook/health, and clear inbox filters. Confirm you messaged the exact connected asset (phone, page, or widget).
Bots answer but never hand off.
Enable human handoff / assign rules and train agents to claim the same thread. Test with “talk to a person.”
Frequently asked questions
What channels does Converla support in the unified inbox?
WhatsApp Business and the web chat widget are core. Additional Meta channels (such as Messenger or Instagram) appear when enabled on your plan and connected for the brand workspace.
Are bots separate from the inbox?
Bots and flows automate parts of a conversation, but the thread still lives in the unified inbox so humans can take over with full history.
Where should a new team start?
Connect WhatsApp Business, verify inbound in the inbox, invite agents, then add the web widget. Expand bots after the human workflow is clear.