Channels: connect where customers message you
Create, configure and delete channels for Instagram, WhatsApp and website chat, and understand plan limits and the AI-reply switch.
A channel is a connection between BaTimo and a place customers contact you. All channels feed the same Inbox and the same assistant.
Available channels
| Channel | Use it for | Guide |
|---|---|---|
| Instagram (Instagram Direct) | DMs, story replies and post or reel comments | Connect Instagram |
| WhatsApp (QR code) | A WhatsApp number linked by scanning a QR code or entering a pairing code | Connect WhatsApp |
| WhatsApp Business | The official WhatsApp Business API, connected through Facebook | Connect WhatsApp |
| Web Chat | A chat widget on your website | Website chat widget |
Add a channel
- Open Channels (web sidebar, or Home > Channels in the app).
- Choose Add New Channel (or Create First Channel).
- Under Select Channel Type, pick the channel and follow the connection steps.
You can create several channels per type if your plan allows it. Each card shows Active or Inactive.
Channel settings
Open a channel and use Configure Channel. Tabs and settings depend on the type.
| Setting | Applies to | What it does |
|---|---|---|
| Answer Messages with AI / Answer DMs with AI | WhatsApp, Instagram | Lets the assistant answer messages that no flow or automation handles. Flows and automations keep working when off. Messages are still received and logged. |
| Answer Story Replies | Replies to story replies using your automations and AI. When off, story replies are received but never answered. | |
| Blocked Numbers / Blocked Users | WhatsApp, Instagram | Messages (and for Instagram, comments and story replies) from these contacts are silently ignored. Add a phone number or Instagram user ID with an optional label, then Block. |
Plan limits
Your plan sets the number of channels and WhatsApp channels:
| Plan | Total channels | WhatsApp channels |
|---|---|---|
| Free | 1 | 0 |
| Starter | 2 | 1 |
| Pro | 6 | 2 |
| Enterprise | Unlimited | Custom (contact sales) |
The WhatsApp limit counts QR-code WhatsApp channels. Always check Billing for your current limits. See Plans, usage and billing.
Delete a channel
Choose Delete on the channel and confirm. All messages, configuration and data for that channel are permanently removed. An active channel cannot be deleted: disconnect it first ("Cannot delete active channel").
Tips
- Start with the channel where most customers already contact you.
- Use Blocked lists for spam accounts; use Message Guard for general unwanted messages.
Troubleshooting
- "No Channels Available": channels appear once configured for your account; choose Create First Channel or contact support.
- Cannot add another channel: you reached your plan limit. See Plans, usage and billing.
Limitations
- Sticker messages and emoji-only story reactions are ignored silently by design: they are not answered or saved.
Last updated on
Use your website as knowledge
Connect your website's sitemap so the assistant can find verified links, and generate an assistant draft from up to 8 key pages.
Connect Instagram: DMs, comments and story replies
Connect an Instagram business account so BaTimo can answer direct messages, comments and story replies with your assistant and automations.