Channels Setup
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
