9bx Connect
Channels
Let customers reach you on WhatsApp, Telegram, Messenger and Instagram, and store the secrets the chatbot uses.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
The website widget is one way in. Channels bring other chat apps into the same Chat inbox.
Who can use it
Users with the Channels manage permission.
Setup you must do first: each channel needs an account on that service. You need a Facebook page (Messenger), an Instagram business account linked to it, a WhatsApp Business number, or a Telegram bot. 9bx cannot create these for you.
Where to find it
Chat & Messaging → Chat settings → Channels
The screen explained
WhatsApp and Telegram
These are connected under Messaging, not here. Connect them in Messaging setup and Opt-outs, WhatsApp and Telegram, then turn on Show WhatsApp and Telegram messages here in Chat settings.
Messenger and Instagram
| Item | Meaning |
|---|---|
| Connect a channel | Adds a page or account. "Nothing connected" until you do. |
| Channel | Messenger or Instagram. |
| Name | Your label. |
| Page or account id | The Facebook page id or the Instagram business account id. |
| Access token | A long-lived page access token with messaging permission. Stored encrypted. |
| Webhook, Callback URL, Verify token | Values to paste into your Meta app. Subscribe the page to messages. |
Chatbot lookup secrets
| Item | Meaning |
|---|---|
| New secret | Adds a secret used by a chatbot API lookup step. |
| Host | The only host that may be called, for example api.shop.com, over https. |
| Header name, Value | For example Authorization and Bearer abc123. Stored encrypted and never shown again. |
Tasks
Connect Messenger
- In your Meta app, create a page access token with messaging permission.
- Press Connect a channel, choose Messenger, enter name, page id and token.
- Copy the Callback URL and Verify token into your Meta app webhook and subscribe the page to messages.
- Send a test message to the page. It appears in the inbox.
Add a lookup secret
- Press New secret.
- Enter Host, Header name and Value, then save.
- Choose it in a chatbot API lookup step.
Example scenario
Padma Net Support connects its Facebook page. Customers who message the page now appear in the inbox with the Messenger channel label and are answered by the same agents.
Tips
- Use a long-lived token and note when it expires.
Troubleshooting
No messages arrive from Messenger. Check the webhook subscription, the verify token and that the token has messaging permission.
A lookup step fails. The secret's host must match the address host exactly.