How to Setup Messengers in Live Chat

Your customers can contact your support team through popular messengers, and your agents reply from one place in UseResponse.

This article explains how to connect messengers as support channels in UseResponse Live Chat.

First, enable the messengers you need in Administration » Applications. Then add each one in Administration » Support Channels. Some messengers have their own articles: Instagram Direct, <!-- TODO: add link to the new WhatsApp article --> WhatsApp and Line.

Setting up messengers takes some time. If you have any problems, our support team will help you.

WhatsApp Setup

Connect your WhatsApp Business number in a few clicks through Meta. You can also keep using the WhatsApp Business app on your phone. See the full instructions in <!-- TODO: add link to the new WhatsApp article --> Connect WhatsApp to UseResponse.

Facebook Messenger Setup

You need a Facebook Page for your business. If you don't have one, create it first.

1. In Administration » Support Channels, click New » Facebook.
2. Log in with a Facebook account that is an admin of your business Page.
3. Select the Page in the popup and continue.

Now customers can choose Facebook Messenger to contact your support. When agents reply in UseResponse, customers get the replies in Messenger.

WeChat Setup

To add WeChat, you need a WeChat Official Account. You can register one here.

1. In UseResponse, go to Administration » Support Channels and click New » WeChat:
   - Enter a title for the WeChat bot;
   - Paste the AppID and AppSecret from your WeChat account;
   - Create any random token and save it, you'll need it later;
   - Attach the QR code image from your WeChat account;
   - If you have several chat widget profiles, choose where WeChat will be used;
   - Click Submit and copy the URL shown.
2. In your WeChat account settings, paste the copied URL and the token, and add the IP address 116.203.136.55 to the whitelist.
3. Save the settings in your WeChat account.
4. Go back to UseResponse and click Submit in the popup.

Your WeChat account is now connected to UseResponse.

Telegram Setup

To add Telegram, create a bot first:

1. Open Telegram and start a chat with @BotFather.
2. Send /newbot and enter a name for your bot.
3. Enter a username for the bot. It must end with "bot", for example, useresponsebot.
4. Copy the token BotFather sends you.
5. In UseResponse, go to Administration » Support Channels, add Telegram and paste the token.

Group Chats in Telegram

You can also provide support in Telegram group chats. In BotFather, send /mybots, choose your bot and open Bot Settings. Turn on Allow Groups and turn off Group Privacy. To contact support, customers add your bot to their group and write there.

Note: Triggers on incoming chat messages and chatbot scenarios don't work in group chats.

Viber Setup

To add Viber, you need a Viber bot. Since February 5, 2024, Viber creates new bots only on commercial terms, with a monthly fee. Read about the terms and how to apply in Viber's Bot Commercial Model.

1. Apply for a bot and agree to Viber's commercial terms.
2. Once your bot is created, log in to the Viber Admin Panel and fill in your company details and logo.
3. Copy the bot's token (app key).
4. In UseResponse, go to Administration » Support Channels, add Viber and paste the token.

VK (VKontakte) Setup

To add VK, you need a public VK community for your business.

1. Go to VK Communities and create a community. Enter the official name and make it public.
2. In the community settings, open Messages, turn messages on and save.
3. In UseResponse, go to Administration » Support Channels, add VK and click Connect VK page. Confirm the permissions and click Submit. Confirm the permissions again when asked.

Now customers can choose VK in your chat widget.

Line Setup

To add Line, create a bot in your Line developer account. See Connect Line Messenger to UseResponse for detailed instructions.