Channels - Connect WhatsApp, Instagram, Web Chat & More

Channels Overview

Channels are the messaging platforms you connect to ChatMaxima so every customer conversation lands in a single shared inbox. Connect WhatsApp, Instagram, Web Chat, Facebook Messenger, Telegram, SMS, and Email, then route, automate, and reply to all of them from one place.

To add or manage any channel, go to Settings > Channels in the dashboard. Each channel has its own connect flow, described below.

Note: Available channels and the number of accounts you can connect depend on your plan.

WhatsApp

WhatsApp is ChatMaxima's most popular channel. There are two ways to connect a number, depending on whether you want a fresh Cloud API number or want to keep using your existing WhatsApp Business App.

WhatsApp Cloud API

The Cloud API connects your number directly to Meta's WhatsApp Cloud, giving you full business messaging capabilities including template campaigns, interactive buttons and lists, and commerce features.

What you can do:

• Receive and reply to customer messages
• Send approved template messages and broadcasts
• Share media such as images, videos, and documents
• Use interactive buttons and list messages
• Run WhatsApp commerce and catalog flows

Requirements:

Requirement	Details
Meta Business Account	A verified Facebook Business account
WhatsApp Business Account	A WABA linked to your business
Phone number	A number not currently active on the WhatsApp app

Setup steps:

1. Go to Settings > Channels > WhatsApp
2. Click Add WhatsApp Accounts to launch Meta Embedded Signup
3. Continue with your Facebook account and grant the requested permissions
4. Select the WhatsApp Business Account and phone number to connect
5. Finish the flow, and the number is registered and ready in your inbox

Full WhatsApp Cloud API guide →

WhatsApp Coexistence

Coexistence lets you connect a number that is already live on the WhatsApp Business App to ChatMaxima, without migrating away from the phone app. You and your team can keep replying from the phone while ChatMaxima handles automation, routing, and team collaboration on the same number.

What you can do:

• Keep using the WhatsApp Business App on your phone
• Sync existing contacts and recent chat history into ChatMaxima
• Reply from both the phone app and the ChatMaxima inbox
• Add chatbots, routing, and team members to a live number

Requirements:

Requirement	Details
WhatsApp Business App	The number must be active on the Business App, not the personal app
Meta Business Account	Used to authorize the connection
Recent app version	A current WhatsApp Business App version that supports coexistence

Setup steps:

1. Go to Settings > Channels > WhatsApp
2. Start the Coexistence connect flow and continue with your Facebook account
3. Scan the QR code or approve the linked device request in your WhatsApp Business App
4. ChatMaxima syncs your contacts and recent message history in the background
5. The number appears in your inbox with a Coexistence badge

Note: Commerce and catalog features are not available on Coexistence numbers. To disconnect a Coexistence number, open the WhatsApp Business App and go to Settings > Account > Business Platform > Disconnect.

Full WhatsApp Coexistence guide →

Instagram

Connect your Instagram Professional account to manage direct messages and story interactions from the inbox.

What you can do:

• Respond to Direct Messages
• Reply to Story mentions and replies
• Handle message requests

Requirements:

• Instagram Business or Creator account (personal accounts are not supported)
• The Instagram account linked to a Facebook Page
• A Meta Business Account

Setup steps:

1. Go to Settings > Channels > Instagram
2. Click Connect & Add Instagram Accounts and continue with Facebook
3. Select the Instagram accounts and linked Pages, then grant permissions

Learn more about Instagram setup →

Web Chat

Add a live chat widget to your website so visitors can start a conversation in seconds. Web Chat is the fastest channel to set up because it needs no external account.

What you can do:

• Customize the widget appearance and welcome message
• Collect pre-chat form details
• Send proactive messages to visitors
• Serve a mobile responsive chat experience

Setup steps:

1. Go to Settings > Channels > Web
2. Enter a Site Name and your Site URL, then submit
3. Copy the generated embed snippet
4. Paste it into your site before the closing </body> tag

<script src="https://widget.chatmaxima.com/loader.js"
        data-team="YOUR_TEAM_ID">
</script>

Full Web Chat guide →

Note: Using a website builder? See the Wix widget guide for platform-specific steps.

Facebook Messenger

Connect your Facebook Page to receive and reply to Messenger conversations.

What you can do:

• Receive Messenger messages in the inbox
• Use persistent menus and quick replies
• Send rich media messages

Requirements:

• A Facebook Page (personal profiles are not supported)
• Admin access to that Page
• A Meta Business Account

Setup steps:

1. Go to Settings > Channels > Facebook
2. Click Connect & Add Own Pages and continue with Facebook
3. Select the Pages to connect and grant the requested permissions

Full Facebook Messenger guide →

Telegram

Connect a Telegram bot to manage Telegram conversations from ChatMaxima.

What you can do:

• Receive bot messages in the inbox
• Send text and media replies
• Use inline keyboards

Requirements:

• A Telegram account
• A Telegram Bot API token from @BotFather

Setup steps:

1. In Telegram, open @BotFather and send /newbot, then follow the prompts
2. Copy the Bot API token that BotFather gives you
3. In ChatMaxima, go to Settings > Channels > Telegram
4. Paste the token and submit. Incoming Telegram messages now appear in your inbox

Full Telegram guide →

Note: To connect an existing bot, message @BotFather, send /mybots, choose the bot, and select API Token.

SMS

Send and receive SMS through Twilio, connected to your ChatMaxima inbox.

What you can do:

• Receive inbound SMS in the inbox
• Reply by text from ChatMaxima
• Use SMS as part of automations and campaigns

Requirements:

• A Twilio account
• A Twilio phone number (trial or paid)
• Your Twilio Account SID and Auth Token

Setup steps:

1. In Twilio, get a phone number and copy your Account SID and Auth Token
2. In ChatMaxima, go to Settings > Channels > SMS
3. Enter a friendly name, your Twilio number, SID, and Auth Token
4. Copy the generated webhook URL into your Twilio number configuration, then submit

Full SMS guide →

Note: Use your business name as the friendly name so messages are easy to recognize in the inbox.

Email

Turn an email address into a shared, ticket-style channel so customer emails arrive in the same inbox as your chats.

What you can do:

• Receive customer emails in the inbox
• Reply to emails from ChatMaxima
• Apply routing and automation to email conversations

Requirements:

• The email address you want to connect
• Access to that mailbox to confirm verification

Setup steps:

1. Go to Settings > Channels > Email
2. Enter a friendly name and the email address, then submit
3. Open the verification email sent to that address and click the verify link
4. Set up forwarding to the address ChatMaxima provides so incoming mail is routed in

Full Email guide →

Note: For best deliverability when sending, add the recommended DNS records (SPF, DKIM, DMARC) shown during setup.

Channel Management

Once a channel is connected, you can configure how it behaves and keep an eye on its health.

Channel Settings

For each channel you can set:

• Business hours and away messages
• Auto-reply and welcome messages
• Default assignee or team
• Chatbot assignment

Channel Health

Monitor each connected account for:

• Connection status
• Message delivery results
• Error logs and API quota usage

Best Practices

• Consistent branding - Keep the same tone and identity across channels
• Channel-specific format - Adapt message length and media to each platform
• Clear response goals - Set expectations per channel
• Unified customer view - All channels feed one contact profile

Next Steps

• Instagram setup →
• Wix web widget guide →
• Build a chatbot in Studio →