How to answer WhatsApp, Instagram and Messenger from one inbox
Your customers don’t think in channels. They message you wherever is easiest. Answering everything from one place means faster replies and nothing slipping through.
By the TullyDesk Chat team ·
The problem with separate apps
When website chat, WhatsApp, Instagram and Facebook Messenger each live in their own app, messages get missed, two people answer the same customer, and nobody can see the full history. It also makes it hard to know how quickly you reply.
What one inbox gives you
- Every conversation in one list, whatever channel it came from.
- Assignments, so each conversation has one owner.
- The same saved replies and AI help on every channel.
- One place to see response times and busy hours.
Let AI cover the routine messages
Social messages are often short questions: price, availability, opening hours. An AI agent trained on your content can answer these on every channel and pass the rest to your team, so people get a quick reply even outside business hours.
Know the rules of each channel
Messaging platforms have their own rules. On WhatsApp, for example, businesses can reply freely to a customer within a window after the customer’s last message; after that, other rules apply. Check each platform’s current business messaging policies when you connect it.
Set expectations
Tell customers when your team is available and what happens outside those hours. Working hours plus an AI agent mean customers always get an answer, and know when a person will follow up.
Doing this in TullyDesk Chat
From the Starter plan, TullyDesk Chat connects WhatsApp, Facebook Messenger and Instagram to the same inbox as your website chat. Tully can answer on every channel, and your team can reply from desktop or the mobile app.