Messages from your Facebook Page and your Instagram business account arrive in the same inbox as WhatsApp, and so do emails to your contact address, which you forward to WYP.chat. You reply from WYP.chat, on the customer’s channel.

Steps

Open Settings › Channels and click Add a channel: the page scrolls down to the channel cards. Only the channels you can connect today have a card. The others are on the Coming soon: line below: click Notify me, then the ones you are waiting for.

The Messenger, Instagram and Email cards under “Add a channel”

For Messenger or Instagram: click the Messenger (or Instagram) card. The Messenger or Instagram form opens below the cards.
In Channel to connect, choose Messenger or Instagram. Enter the Facebook Page ID (Facebook Page › About › Page transparency, or Business settings › Pages).
Paste the Access token (system user). You create it in Meta Business settings, under System users: give this user access to the Page with messaging permissions, then generate the token. Add an Internal channel name (optional) and click Connect.

The form to connect a Facebook Page or an Instagram account

Instagram goes through the Page: the account must be a business account linked to that Page. Once Messenger is connected, open its row in Connected and click Connect the linked Instagram account.
For email: click the Email card. Enter the Name shown to customers (for example your shop’s name), then click Create the address.
Copy the Receiving address with Copy the address. With your email provider (Gmail, Microsoft 365, OVH…), forward your contact address to it.

The receiving address created, ready to copy, and how to set up forwarding

Send yourself a test message: it appears in the inbox. Your replies go out under the name you chose, and customers’ replies come back into WYP.chat.
Next to each reply sent by email, a double tick (Delivered) shows that the customer’s mail server accepted it; if it failed, the thread gives the reason. To send your replies from your own address (hello@your-business.com), follow Send from your own email address.

Good to know Messenger and Instagram have no templates: after 24 hours without a message from the customer, wait for them to write to you. Meta does not pass on a phone number or an email address: ask for them in the conversation if needed. If access expires, the channel row shows “Access to this channel has expired: reconnect it.”; fill in the form again with the same Page ID. An email address that doesn’t exist, or whose owner reported one of your emails as spam, is suspended: nothing more is sent to it, and the contact card explains why (Lift the suspension button once the address is corrected). Connecting a channel is reserved for the owner and the administrators. A customer who uses several channels can be grouped into a single record (see Group a customer who uses several channels).

Connect Messenger, Instagram and your email address

Steps

How the email channel works