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Channels Setup

Last updated on Mar 05, 2026

1) Connect WhatsApp to Thunaivi

  • Go to Client Portal > Channels > WhatsApp

  • Click Connect WhatsApp

  • Enter provider/account details (business number + auth data)

  • Complete verification and save

  • Send a test message from your phone to business number

  • Confirm message appears in Thunaivi inbox

  • Reply from inbox and confirm outbound delivery

  • Mark channel status as Live

If fails:

  • Check number verification

  • Check webhook/callback URL

  • Revalidate auth token

2) Connect Instagram

  • Go to Channels > Instagram

  • Ensure Instagram is Professional account

  • Ensure Instagram is linked to Facebook Page

  • Click Connect Instagram and authorize Meta permissions

  • Select correct page/account and save

  • Test inbound DM and outbound reply

  • Confirm status Live

If fails:

  • Missing page-link is most common issue

  • Re-authorize permissions and retry

3) Connect Facebook Messenger

  • Go to Channels > Facebook

  • Click Connect Facebook Page

  • Login with page admin account

  • Grant messaging permissions

  • Select page and save

  • Test Messenger inbound + outbound

  • Confirm agent assignment and labels work

If fails:

  • Check page role (must be admin)

  • Reconnect page token

4) Connect Telegram

  • Create Telegram bot via @BotFather

  • Copy bot token

  • Go to Channels > Telegram

  • Paste token and save

  • Set webhook if prompted

  • Send test message from Telegram user

  • Confirm inbound in Thunaivi inbox

  • Reply from Thunaivi and verify delivery

If fails:

  • Wrong bot token

  • Webhook not reachable

5) Install Website Chat

  • Go to Channels > Website Chat

  • Copy widget script

  • Add script before in your website

  • Publish website changes

  • Open site in incognito and send test message

  • Confirm inbound/outbound in Thunaivi

  • Customize widget brand color and welcome text

If fails:

  • Script placed in wrong location

  • Site cache/CDN serving old code

6) Channel Activation Checklist (Go-Live)

  • Channel connected successfully

  • Inbound message works

  • Outbound message works

  • Agent assignment works

  • AI reply works

  • Human handoff works

  • Logs/telemetry visible

  • Status set to Live

7) Multi-Channel Best Practices

  • Start with 1-2 channels first, then scale

  • Use common tags across all channels

  • Keep one SLA policy for all channels

  • Use AI for repetitive intents only

  • Use handoff rules for sensitive topics

  • Review failed conversations daily for first 2 weeks

8) Integration Safety Rules

  • Never expose API keys in frontend

  • Store channel tokens server-side only

  • Rotate access tokens periodically

  • Enable admin 2FA

  • Restrict admin access to office email only

  • Keep audit logs for channel connect/disconnect events