The channels your customers already use.
Wherever they write from, it is the same conversation.
A customer who asks on Instagram and follows up on WhatsApp is one person with one history. What changes between channels is the rules each platform brings with it.
One queue, whichever channel they use.
Pick the one your customers already write on. The rest work the same.
Limits
What each one will not do.
Platform rules you inherit the moment you connect.
- The 24 hour customer service windowMeta only allows free-form messages for 24 hours after the customer's last message. Outside the window a free-form send is blocked before it leaves, with the reason recorded so you can see it. An approved template is the only way through.
- The 24 hour window, with no template escapeInstagram allows a business reply for 24 hours after the customer's last message. Unlike WhatsApp, there is no approved-template path that reopens it. Otobiz blocks the send and tells you the customer has to write again.
- Facebook Messenger
- The 24 hour reply windowMeta allows a business reply for 24 hours after the customer's last message. Outside it, a standard message is blocked before it reaches Meta and the reason is recorded. The customer has to write again, or you need a reviewed utility template.
- Telegram
- The customer has to start the bot firstTelegram does not allow a bot to open a conversation with someone who has never started it. There is no equivalent of a phone list you can message. Growth on Telegram means giving people a reason to tap start.
- Website chat
- Nobody gets a notificationWeb chat has no push. A visitor who closes the tab does not get a phone alert when you reply. If a conversation needs to continue later, move it to a messaging channel and say so.