Connect your messaging apps
The Channels page, connecting WhatsApp, Messenger, Instagram, Telegram, SMS, LINE, Viber, Slack, Microsoft Teams and Discord, and how replies work on each.
Dazza can answer wherever your customers message you. Everything lives in Channels, in the sidebar.
Built in
Two channels need no connecting:
- Website chat, with its hosted chat page. See Add the chat to your website.
- Email. See Connect your support email.
Messaging apps you can connect
Each app uses your business’s own account, so customers see your business, not Dazza.
| App | What you connect | Steps |
|---|---|---|
| A WhatsApp Business number, through the Cloud API | Connect WhatsApp | |
| Messenger | Your Facebook Page | Connect Messenger |
| A professional Instagram account | Connect Instagram | |
| Telegram | A bot you create with @BotFather | Connect Telegram |
| SMS | A Twilio phone number | Connect SMS with Twilio |
| LINE | A LINE Official Account | Connect LINE |
| Viber | A Viber bot account | Connect Viber |
Where teams work
For customers you support in shared channels, or colleagues asking an internal help desk. Your team can step in right in the thread.
| App | What you connect | Steps |
|---|---|---|
| Slack | A Slack app made from Dazza’s manifest | Slack: answer customers |
| Microsoft Teams | Your Azure Bot, and the Teams app Dazza makes for it | Connect Microsoft Teams |
| Discord | Your Discord application, with an /ask command |
Connect Discord |
Slack here means Dazza answering in Slack. To post alerts for your team to a channel, see Slack alerts.
Only admins can connect an app.
What happens when you connect
Dazza checks your details with the platform before saving them. It won’t connect an account that another Dazza workspace already uses.
Where the platform allows it, Dazza sets up the webhook itself, so messages start arriving straight away. That covers Meta apps, a Twilio number’s SMS address, Telegram, LINE, Viber and Discord. Slack’s address is in the app’s manifest, and a Teams bot’s is pasted into Azure.
If Meta won’t let Dazza set the webhook, the connection shows Waiting for the platform, with a Callback URL and a Verify token. Paste both into your Meta app, under the product’s Configuration → Webhook. The status turns to Connected when Meta confirms.
Tokens are encrypted and only ever shown masked, under Details.
Dazza replies, or your team does
Each connection has a Dazza replies switch. Turn it off and messages still arrive in the inbox, but wait for your team.
Disconnect stops Dazza answering on that app.
If your agent isn’t published yet, messages wait in the inbox with a note.
How Dazza answers
- Dazza answers with your published agent and its knowledge.
- Replies are plain text, except in Slack, Teams and Discord, which keep bold, links and lists. Citation numbers are left out.
- Long replies are split to fit each app.
- If a customer sends several messages in quick succession, Dazza waits a moment and answers them together.
- Photos and PDFs are downloaded and kept, and Dazza reads them when it answers. Voice notes, videos and other files are noted by type, for example [Sent: voice note]. See Photos and PDFs from customers.
Conversations
A conversation stays one thread while it’s open. If it’s been resolved and the customer writes again within 24 hours, it reopens. After that, a new conversation starts.
Replying from the inbox
When your team replies from the inbox, the reply goes out on the same app. The reply box says where it’s going, for example Sends on WhatsApp as Sam.
Each reply shows Sent, Delivered or Read, or Not sent with the reason. If a reply fails, Dazza leaves a note, puts the conversation back with your team and offers Try again.
Workflows and tools
Dazza doesn’t show buttons on email or messaging apps. There, it only uses workflows and tools that don’t need one: nothing that waits for the customer to press Confirm, and no link buttons. Workflows and tools for verified customers only run once the customer is verified.
Differences between apps
- WhatsApp: free replies are only allowed within 24 hours of the customer’s last message, from Dazza and your team alike. After that, the inbox offers Send a template. See WhatsApp templates.
- Slack and Teams: each thread (and each person’s direct chat) is a conversation. When someone from your team replies in the thread, Dazza steps back and their reply shows in the inbox.
- Discord: Dazza answers
/ask. It can’t read ordinary messages, which would need a connection that stays open all the time. - Messenger and Instagram: Dazza can reply within 24 hours. A person on your team can reply for up to 7 days, sent with Meta’s human agent tag.
- Telegram: private chats only, not groups.
- SMS: keywords such as STOP, HELP and START are stored but never answered.
- Welcome messages: when someone sends
/starton Telegram, follows you on LINE or starts a conversation on Viber, they get your agent’s welcome message.