Sending messages to a person through different channels
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The same customer can message you via WhatsApp, Instagram, and Messenger. When their records are merged, all conversations from these channels are consolidated into a single conversation; you can choose which channel your reply will be sent from in the reply box.
- InboxOpen and reply to conversations
- CustomersView customer records
- Merging Records for the Same PersonMerging Steps
How it works
- Each person has only one conversation per channel. If a customer replies to a closed conversation, that same conversation reopens; a second conversation is not opened.
- Different channels initially appear as separate users. A WhatsApp number and an Instagram account do not recognize each other; the same person is registered as two separate customers.
- Merging is not done automatically. If the same phone number or email address appears in two records, a suggestion such as “This phone number is also listed in …” and a “Merge” button will appear in the customer panel; the decision is up to you.
- When merged, calls are consolidated into a single call. The channel calls from both records are merged; the open call remains. Since the channel IDs are also transferred to the remaining record, you can now reach the person through all of their channels.
Channel badge in messages
If a person can be reached through multiple channels, the channel for each message (shown with its icon and name) appears next to the time below each message group. This allows you to distinguish which messages came from WhatsApp and which were sent via Instagram. This badge is not displayed in one-on-one conversations or internal notes.
Channel selector in the reply box
When in "Message" mode, there is a button at the top of the reply box that displays the name of the selected channel. Clicking the button opens the "Send Channel" list. Each row displays the channel name, the customer’s information on that channel (phone number on WhatsApp, @username on Instagram), and the channel’s current status.
By default, the last-used channel is selected: if the customer last messaged via Instagram, your reply will also be sent via Instagram. Messages are always sent through the channel that is currently selected on the screen.
| Status | As listed | What can you submit? |
|---|---|---|
| Open | "Response window open · … closes" or "Free text can be entered" | Free text and attachments |
| 7-day period | "24 hours have passed — the agent's response may be on its way · … ends" | Agent response (Instagram, Messenger) |
| Template only | "The 24-hour window has closed — approved template only" | Only verified WhatsApp templates |
| Closed | "Closed — the business cannot send the first message on this channel; it opens when a customer messages" | Nothing |
| Not linked | "This channel account is not linked" | Nothing |
Closed or disconnected channels are not removed from the list; you can select them, but the response box will be locked and display the message "Select another channel from the list above or call the customer," along with the reason. When "Template Only" is selected, a "Select Template" button appears in the box. Your draft won’t be lost: when you switch to an open channel or “Note” mode, it will return with the same text.
Statuses are updated in real time. As soon as a customer re-enters a closed channel, that channel appears as open in the list.
Example
Let’s say the customer messaged via WhatsApp three days ago and via Instagram two hours ago, and their records have been merged. The reply box opens with Instagram selected, and you can send free-form text. The list shows "24-hour window closed — approved templates only" for WhatsApp; if you want to message via WhatsApp, select that option and send an approved template.
Search and Add Channel
There are two additional options below the channel list:
- "… call this number": This option appears if there is a phone number in the customer record and your phone is turned on in your workspace. First, your phone rings, then the customer’s phone.
- "Add Channel…": Opens the merge window to merge a user’s record from another channel with this user. Select the other record in the "Target user to merge" field; the record from that conversation will be merged with the one you selected, and the conversations and channels will be moved there. The new channel will then appear in the list.
When merging, the merged record is deleted and its data is transferred to the remaining record. Make sure you select the correct person.
Internal notes and other communications
- The channel selector is not visible in "Note" mode; internal notes are not sent to any channel—only your team can see them.
- The channel selector appears only in conversations from messaging apps (such as WhatsApp, Instagram, Messenger, and Telegram); in email and live chat conversations, the reply goes through its own channel.
- When starting a new conversation, you can also specify how the first message will be sent; details are available in the "Starting a New Conversation" article.