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WhatsApp, Telegram, X and LINE channels

Four new channels feed the Inbox, alongside the website widget, Zalo, Messenger, Instagram, TikTok and email. The AI assistant, flows, distribution rules and reports work on them as on every other channel. Connect them under Support → Channels → Add channel.

  • WhatsApp: a WhatsApp Business number through Embedded Signup. The number keeps working in the WhatsApp Business app (coexistence), and messages sent from the phone show in the conversation. After the 24-hour window, agents reply with an approved template.
  • Telegram: your Telegram bot. With Telegram Premium you can also link it through Telegram Business, so chats sent to your own account reach the Inbox too. It uses the Bot API only.
  • X: direct messages, plus auto-replies to @mentions and to replies to your posts. Each business connects its own X developer app, because X bills API usage per call.
  • LINE: a LINE Official Account through the Messaging API, with one-to-one chats only.

For API and webhook consumers:

  • channel on conversations, customers and webhook payloads has four new values: whatsapp, telegram, x and line. The same values work in the channel filter of GET /chat/customers. If your code switches on channel, add a default branch, because more channels will follow.
  • In @hatang/sdk 0.4.0 and later, the ChatChannel type includes the new values.
  • A WhatsApp template reply is an agent message with metadata.whatsapp_template set to { name, language, params }.