Channels
Messaging channel connections
Connect messaging accounts to your website so customers can reach your operators through external services.
Messaging conversations
Handle messages from connected services as INSIDE conversations while retaining the customer and business account used.
Webhooks and message status
Provider callbacks bring incoming messages and available delivery or read updates into your INSIDE conversations.
Virtual Assistant tasks in messaging channels
Ask Virtual Assistant task questions through messaging channels using the controls or text that each channel supports.
Post-chat surveys in messaging channels
Collect feedback after a messaging conversation through a survey link or supported questions in the messaging app.
WhatsApp channel setup
Connect a business WhatsApp number so operators can exchange messages with customers in INSIDE.
WhatsApp message templates
Select approved WhatsApp templates, preview the language and fill in customer-specific values before sending.
WhatsApp media and replies
Receive WhatsApp attachments and quoted replies, with media capabilities that depend on the connected provider.
WhatsApp Business App connection
Connect a WhatsApp Business App number through Meta so mobile messages, available history and optional contacts can appear in INSIDE.
Facebook Messenger channel setup
Receive and answer private Facebook Page messages in INSIDE through a connected Messenger account.
Facebook public thread replies
Reply publicly from an existing Facebook conversation that retains its connected Page and original public thread.
Instagram messages and story replies
Reply to Instagram messages in INSIDE with the story context your customer shared.
LINE messaging channel setup
Handle LINE messages and automated choices in INSIDE with either a supplied access token or automatically refreshed tokens.
WeChat messaging channel setup
Handle WeChat official-account and mini-program messages in INSIDE through direct or delegated account authorisation.
KakaoTalk messaging conversations
Answer KakaoTalk customers in INSIDE while keeping track of their business messaging session.
Viber messaging channel setup
Handle Viber bot and business messages in INSIDE through the connection provider selected for your account.
Vonage connection for Viber
Use Vonage to carry Viber messages and delivery updates for a configured INSIDE account.
Apple Messages conversations
Exchange Apple Messages in INSIDE, including supported rich controls and invitations to start a conversation.
Apple Messages payments and sign-in setup
Configure interactive Apple Messages sign-in and Apple Pay requests with your identity and payment integrations.
Legacy Google Business Messages connection
Understand the legacy Google Business Messages connection and conversation handling retained in INSIDE 3.3.
Legacy Twitter direct messages
Review the legacy Twitter direct-message connection, its supported content and account subscriptions in INSIDE.
SMS number and channel setup
Connect business text numbers to INSIDE and configure how SMS conversations, media and replies use each number.
SMS consent and number blocking
Recognise SMS consent and help keywords, and block contact with selected phone numbers.
Email account and mailbox setup
Connect mailboxes to INSIDE and choose the sending identity and default account for email tickets.
Incoming email and ticket replies
Turn incoming email into ticket messages and attach replies to an existing ticket or support conversation when a matching reference is available.
Email ticket handling and statuses
Create email tickets, assign responsibility and move work through Open, Pending, On Hold, Resolved and Closed.
Email replies and support conversations
Reply to customers, forward selected ticket content or consult another recipient in a linked support conversation.
Email templates and ticket notifications
Use account-specific email templates, branding and macros to send consistent ticket notifications and survey links.
Email sender blocking and exceptions
Manage blocked email addresses and domains, allow selected exceptions and distinguish spam handling from future sender blocking.
Email send cancellation and delivery failures
Allow a short undo period before sending ticket replies, investigate undelivered email and keep attachments within the supported limits.
Ticket sources and email event automation
Label where tickets originate and use email events to respond to ticket creation, messages, status changes or timed conditions.
Legacy Twitter public mention notifications
Recognise the historical Twitter public-mention notification feed and distinguish it from direct-message conversations.