Channels
WhatsApp, Telegram and website chat: what each needs, and what each can and cannot do.
One agent can hold one WhatsApp connection, one Telegram connection and one website chat widget at the same time, at the same price, and it answers on all of them from the same knowledge. You only need a second agent for a genuinely separate business line: a second WhatsApp number, say.
WhatsApp, by QR link
Scan one QR code from the phone that already has your number, the way WhatsApp Web works. You keep the number your customers already know, and you set it up yourself from the agent's Connect page in about a minute.
A QR-linked number uses WhatsApp in a way Meta does not officially support, and there is a real risk WhatsApp restricts or bans that number: the same risk any WhatsApp Web automation carries. We show you this before you link and record that you accepted it. To keep the risk down, your agent never starts a conversation on a QR-linked number: it only replies to people who message you first.
The link is a live session, so it can drop: if you log the device out from your phone, link the same number somewhere else, or leave the phone offline for a long stretch. Scan again from Connect. You lose no conversation history.
WhatsApp, by Cloud API
The official WhatsApp Business API. This one is not self-serve: we connect it for you, so talk to us rather than setting it up in Meta's console yourself. It needs the Agent plan (RM50 per agent per month).
It is also the only WhatsApp connection that can read incoming photos and voice notes, and the only channel of any kind where your agent may message a customer first.
Telegram
Set one up with @BotFather inside Telegram, then paste the token it gives you on the Connect page. Available on every plan we sell today, including Free.
Private chats only. Messages in Telegram groups and channels are ignored, so adding your agent to a group does nothing.
Website chat
A chat bubble on your own site, added with one line of HTML. Available on every plan we sell today.
You must also list your site's address under "Websites allowed to show this widget". With none listed the widget serves nothing: that is deliberate, and it is what stops anyone else embedding your agent on their own site.
What works where
Some things depend on which channel a customer used, not only on your plan. This is the part that catches people out:
- Reading incoming photos and voice notes: WhatsApp by Cloud API only, and only on the Agent plan. A QR-linked number cannot read them on any plan, and neither can Telegram or website chat.
- Messaging a customer first, including follow-up nudges: WhatsApp by Cloud API only, on the Agent plan. Everywhere else your agent replies and never initiates.
- Sending photos out: any channel, on the Agent plan.
- Voice replies: WhatsApp by Cloud API only, on the Agent plan. Your agent speaks only when a customer sends a voice note, and only a Cloud API connection can read one.
- Answering text: every channel, on every plan, including Free.
Disconnecting a channel
Disconnecting cannot be undone from that screen, and each channel loses something different:
- Telegram: the token is deleted, and only @BotFather can issue you another.
- Website chat: the key is replaced, so the snippet already pasted on your live site stops working and you must swap in the new one.
- WhatsApp by QR: reconnecting costs a fresh scan.
None of this deletes anything a customer said. Your chats, contacts and leads stay exactly where they are.