Connect Telegram, WhatsApp and social publishing accounts

Match the provider to the workflow

Telegram Bot, Telegram User and WhatsApp Cloud API have implemented connection-backed messaging paths for Support channels. Facebook Page and Instagram professional-account connections have an organic publishing implementation; that does not establish Facebook or Instagram support conversation intake. A network logo in the catalog is not a complete capability statement.

Start by identifying whether your team needs to publish a post, receive private requests or reply to customers. Check the account's capabilities and readiness in External Connections, then create the appropriate channel. Provider access and live deployment verification remain necessary even when the implementation is present.

Choose Telegram Bot or Telegram User

A Telegram Bot connection represents the bot authorized by its token. A Telegram User connection represents an interactive account session. The User authorization flow can require phone/code, login-email or two-factor continuation, depending on the provider challenge. Use the account you intend to operate and finish the active authorization flow before creating dependent workflows.

Telegram User runtime is also gated by deployment application credentials, runtime enablement and current acceptance evidence for the environment. A connection appearing in the catalog does not bypass those checks. Ask the administrator to investigate a readiness failure; repeated authorizations will not repair missing deployment configuration.

For support, select the connection on a Support channel, save its Ticket policy and explicitly activate private-message capture. For publishing, select the supported destination exposed by that connection and validate the content against its channel capabilities.

Understand which messages become support tickets

Social Support capture starts with new direct/private messages at the recorded activation time. Reactivation starts a new boundary. Groups, topics, historical Inbox content and provider edits or deletions do not create support tickets through this capture. Only one social Support channel can actively capture a connection.

Existing Inbox history retains its original access rules. Conversations claimed by active Support capture use the Ticket conversation and its reply controls. Staff should handle that conversation through Tickets; a generic Inbox or Chat composer is not an alternative send path.

Social identities remain scoped to their provider and connection. They do not automatically become the same Contact as a person with a similar name or an email address. Read identity and Account behavior before assuming a messaging conversation grants portal or organization access.

Configure closure and delayed responses

The default closed-conversation policy reopens the existing ticket on a valid customer message. A social channel can instead start a new ticket after closure. Set this per channel, alongside its numbering and acknowledgement settings.

An optional delayed response uses 1–1380 elapsed minutes since the latest customer message. Choose its message and enabled target status. A pending human reply suppresses the notice; an internal note or immediate acknowledgement does not satisfy that timer. Only confirmed acceptance of the current automatic notice changes status and blocks public staff replies until the next customer message.

A failed or ambiguous notice does not apply that restriction. Neither does an expired WhatsApp service window; the current implementation does not fall back to a template message. Delayed notices are automatic messages and do not count as a human SLA response. See ticket SLA behavior for the separate response milestones.

Check media and account limitations

Telegram/WhatsApp public Ticket replies support up to 4096 text characters, or 1024 with media. The current composer accepts one safe attachment up to 10 MiB, subject to the supported MIME policy. SMS is different: the separate 019 integration uses a maximum of 70 UTF-16 units and no attachments. Follow the SMS guide for its composition rules.

For Facebook/Instagram publishing, authorization stays tied to the selected asset and its current permissions. Instagram professional account type also affects capabilities; Stories are excluded for Creator accounts. Refresh validation when roles, scopes or linked assets change, and inspect actual publication outcomes rather than treating initial processing as success.