Connections: how to connect official WhatsApp, Instagram, SMS, email, and web chat

Where your AI serves

The summary of the WhatsApp, SMS, Email, and Web chat channels, each with its connected accounts. All conversations land in the same Inbox.

Buttons and actions

"Ações da conta ‹nome›" (Actions for account ‹name›)

The three-dot button on each account: opens the menu with "Definir como padrão" (Set as default), "Renomear" (Rename), "Escolher persona" (Choose persona), and "Desconectar" (Disconnect).

"Definir como padrão" (Set as default)

Makes this the account that replies when nobody chose another (older conversations, campaigns, and cadences without a defined number). Does not appear on the account that is already the default.

"Renomear" (Rename)

Opens the "Renomear conta" (Rename account) dialog to give a nickname (up to 60 characters).

"Escolher persona" (Choose persona)

Opens the dialog to choose which persona serves through this account.

"Desconectar" (Disconnect)

Opens the confirmation to take this account down and delete the saved credentials.

"Conectar ‹canal›" (Connect ‹channel›)

Appears on a channel with no account and scrolls to that channel's connection form.

"Conectar outro número" (Connect another number)

On WhatsApp, scrolls to the form to connect one more number. It is dimmed when there is no slot left, with the sentence "Você já usa ‹n› de ‹n› contas. Desconecte uma para conectar outra." (You already use ‹n› of ‹n› accounts. Disconnect one to connect another.)

"Trocar ‹canal›" (Switch ‹channel›)

On single-account channels (SMS, email, web chat) that are already connected, scrolls to the form that replaces the connection.

"Reconectar" (Reconnect)

Appears when the sync with the phone did not finish (number on the phone): leads to the "Conectar WhatsApp" (Connect WhatsApp) card to connect again.

• "‹usadas› de ‹total› contas" (‹used› of ‹total› accounts) counter on channels that accept more than one account.
• Empty channel: "Nenhuma conta conectada." (No account connected.)
• Each account shows the nickname (or the number), the "Padrão" (Default) badge, the "no celular" (on the phone) badge when the number also remains in the app, the number or the provider ("via ‹provedor›" (via ‹provider›)), and "Atende como ‹persona›" (Serves as ‹persona›) (the company persona when nobody chose another).
• Account status: "Conectada" (Connected), "Precisa de atenção" (Needs attention), "Aguardando a primeira mensagem" (Waiting for the first message), or "Desconectada" (Disconnected).
• Orange warnings below the nickname when something requires action, for example messages rejected because of an invalid signature; they disappear on their own when the situation returns to normal.
• Number on the phone: "A sincronização com o seu celular não terminou" (The sync with your phone did not finish) (with "Reconectar" (Reconnect)) or "Trouxemos as mensagens mais recentes; o histórico mais antigo ficou de fora." (We brought the most recent messages; the older history was left out.)

Instagram card

Direct messages and comments of the professional account. The badge in the corner shows the status: "Desconectado" (Disconnected), "Autorizando…" (Authorizing…), "Aguardando o teste" (Waiting for the test), "‹n› contas ativas" (‹n› active accounts), "Reconectar" (Reconnect), "Permissão faltando" (Missing permission), "Conta em outra empresa" (Account in another company), "Limite do plano" (Plan limit), or "Não conectou" (Did not connect).

Buttons and actions

"Conectar Instagram" (Connect Instagram)

Opens the authorization on Instagram's site, in its own window; the password never goes through the dashboard.

"Conectar de novo" (Connect again)

Reopens the authorization window if it was closed by accident.

"Autorizar de novo" (Authorize again)

When a permission was not granted: redoes the authorization (leave all permissions checked).

"Tentar de novo" (Try again)

Redoes the authorization after a generic error.

"Falar com o suporte" (Talk to support)

When the Instagram account is already connected in another company: opens an email to support.

"A mensagem não chegou?" (Message didn't arrive?)

Opens the three most common causes of the connection test failing.

"Testar de novo" (Test again)

Restarts the 3-minute wait for the connection test's hello message.

"Conectar outra conta" (Connect another account)

Authorizes one more Instagram account, when there is a slot.

"Tornar padrão" (Make default)

Makes this Instagram account the channel's default.

"Escolher persona" (Choose persona)

Chooses the persona that serves through this Instagram account.

"Reconectar" (Reconnect)

Appears on the yellow row when Instagram refused the authorization renewal; redoes the authorization.

"Desconectar" (Disconnect)

Opens the confirmation to disconnect the Instagram account.

"Gatilhos e boas-vindas" (Triggers and welcome messages)

Opens the Instagram screens (triggers, welcome messages, opening questions, stories, lives, and moderation).

• Invitation: "Conecte a conta profissional da sua empresa." (Connect your company's professional account.) It must be a Professional account (Business or Creator).
• Mandatory connection test: "Falta um passo: prove que as mensagens chegam." (One step left: prove that messages arrive.) Send a hello in Direct from another profile; the screen shows "Escutando… ‹m:ss› restantes" (Listening… ‹m:ss› remaining) and confirms on its own. With no reply within 3 minutes: "Não recebemos sua mensagem." (We did not receive your message.)
• Confirmed: "Tudo certo. Seu Instagram está atendendo." (All good. Your Instagram is serving.)
• Each account shows the profile photo (or initials), the name, "Conectada · autorização renova sozinha" (Connected · authorization renews itself), "Atende como ‹persona›" (Serves as ‹persona›), and the "Padrão" (Default) badge.
• Expired authorization: yellow row with "A autorização venceu em ‹data›." (The authorization expired on ‹date›.) In the meantime, no message comes in or goes out.
• No slot: "Sua conta já usa as ‹n› conexões de Instagram do plano." (Your account already uses the plan's ‹n› Instagram connections.)

"Conectar WhatsApp" (Connect WhatsApp)

Meta's embedded signup: you sign in with your company's Facebook account, choose or create the number, and that's it, with no token copying. With both paths available, the screen asks "Como você quer conectar o WhatsApp?" (How do you want to connect WhatsApp?) and compares them side by side.

Fields and filters

Phone Number IDrequired

The identifier that Meta gives to the number.

"Número exibido (opcional)" (Displayed number (optional))

Only to recognize the row in the list.

"WABA ID (opcional)" (WABA ID (optional))

Identifies the Meta account where the number lives and, therefore, who pays for the delivered template. If left blank, the template is not charged to the balance.

Access Tokenrequired

The permanent token generated in Meta. Stored and never shown again.

App Secretrequired

The app's Secret Key; it validates each message that Meta sends.

Verify Tokenrequired

A password you make up and repeat in Meta's webhook.

Buttons and actions

"Conectar um número novo" (Connect a new number)

Path for the AI-exclusive number: opens the Facebook popup. The number stops working in the phone app.

"Conectar o número que já uso no celular" (Connect the number I already use on my phone)

Path where the number stays in the WhatsApp Business app and speaks through the dashboard at the same time; the popup must be followed on the phone itself.

"Conectar com o Facebook (2 minutos)" (Connect with Facebook (2 minutes))

The single button when only the new number path is available.

"Ver o passo a passo deste caminho →" (See the step-by-step for this path →)

Opens the "Conectar WhatsApp" (Connect WhatsApp) guide on the chosen path's walkthrough.

"O que mais muda" (What else changes)

Expands the precautions for the number on the phone: turning off the app's automatic replies, linked devices, minimum app version, and what does not show up on the statement.

"Modo avançado: colar credenciais da Cloud API" (Advanced mode: paste Cloud API credentials)

Expands the manual form, for those who already have the app in Meta and the credentials at hand.

"Veja o guia passo a passo →" (See the step-by-step guide →)

Opens the "Conectar WhatsApp" (Connect WhatsApp) guide.

"Conectar" (Connect)

Submits the manual form's credentials. If the number is the same as an old account's, it returns to the same row, with its history.

• Comparison of the paths: A new number, just for the AI (the phone app doesn't use it, history starts from zero, broadcast lists and groups keep working, a green badge may be requested, higher sending speed) and The number you already use (the app keeps working, history comes along, broadcast lists disabled by Meta, the AI doesn't see groups, green badge is not granted, lower and fixed speed).
• During signup the button shows "Siga no popup do Facebook…" (Continue in the Facebook popup…) and then "Concluindo conexão…" (Finishing connection…).
• Manual form: "Número conectado com sucesso." (Number connected successfully.) or the sentence with the reason for the refusal (account limit, number already connected in another company).

Web chat on your site

The platform's own chat, with the same AI serving the site's visitors, with no external provider.

Fields and filters

"Código de instalação" (Installation code)

The snippet to paste before the closing body tag on every page of the site where the chat should appear.

Buttons and actions

"Ativar web chat" (Enable web chat)

Turns the channel on in one click; it doesn't go through approval.

"Copiar" (Copy)

Copies the installation code (the button shows that it copied).

"Personalizar web chat →" (Customize web chat →)

Opens the screen for colors, logo, texts, and testing with the AI.

• On a partner account with its own brand, while the partner's address is not live: "O código de instalação ainda não está disponível." (The installation code is not available yet.) The chat already serves; the code appears once the partner releases it.

Connect SMS / Switch SMS provider

Choose the provider where you have an account (Zenvia, Sinch, Comtele, or SMSDev). One provider at a time: the new one replaces the previous one.

Fields and filters

"Provedor" (Provider)required

Changes the fields requested right below.

API Token

Zenvia and Sinch.

"Remetente (número ou palavra-chave)" (Sender (number or keyword))

Zenvia.

Service Plan ID

Sinch.

"Número remetente" (Sender number)

Sinch.

"Chave de API (auth-key)" (API key (auth-key))

Comtele.

"Identificador do remetente" (Sender identifier)

Comtele.

"Chave de API" (API key)

SMSDev.

"Webhook de recebimento (cole no painel do provedor p/ receber respostas)" (Inbound webhook (paste into the provider's dashboard to receive replies))

Appears once the channel is on. Without pasting it into the provider, customers' replies do not reach the Inbox.

Buttons and actions

"Copiar" (Copy)

Copies the incoming webhook endpoint (URL).

"Conectar ‹canal›" (Connect ‹channel›)

Saves the credentials and turns the channel on with the chosen provider.

• Credentials are stored securely and never shown again.

Connect Email / Switch Email provider

Through an API (SendGrid, Mailgun, Resend, Postmark) or through SMTP, which covers Amazon SES and any other server.

Fields and filters

"Provedor" (Provider)required

SMTP — Amazon SES and others, SendGrid, Mailgun, Resend, or Postmark.

"Servidor SMTP" (SMTP server)

SMTP.

"Porta" (Port)

SMTP.

"Usuário SMTP" (SMTP user)

SMTP.

"Senha SMTP" (SMTP password)

SMTP; never shown again.

"E-mail remetente" (Sender email)

All providers.

API Key

SendGrid, Mailgun, and Resend.

"Domínio de envio" (Sending domain)

Mailgun.

Server Token

Postmark.

Buttons and actions

"Copiar" (Copy)

Copies the incoming webhook endpoint (URL), which appears once the channel is on.

"Conectar ‹canal›" (Connect ‹channel›)

Saves the credentials and turns email on.

"Desconectar ‹conta›?" (Disconnect ‹account›?) dialog

The confirmation before taking an account down. The text changes: regular account (stops receiving and sending right away and deletes the credentials), number on the phone (the number stays in the app), or Instagram (conversations stay, triggers stop, and the authorization remains on Instagram's side).

Buttons and actions

"Desconectar conta" (Disconnect account)

Confirms. The channel's other accounts keep serving.

• If it was the default account: "Esta é a conta padrão do canal." (This is the channel's default account.) The oldest of the remaining ones takes over, and the confirmation notice says which.
• Error: "Não foi possível desconectar. Tente novamente." (Could not disconnect. Try again.) The dialog only closes when it worked.

"Renomear conta" (Rename account) dialog

The nickname appears in the account list, in the Inbox, and on the pipeline card.

Fields and filters

"Nome da conta" (Account name)required

Up to 60 characters, the way the team refers to the number.

Buttons and actions

"Salvar nome" (Save name)

Saves the nickname.

"Quem atende em ‹conta›?" (Who serves in ‹account›?) dialog

Each account can have its own persona, which allows two brands or two franchises in the same dashboard.

Fields and filters

"Persona desta conta" (This account's persona)

The company persona (default) or an active persona. When a variant is linked, the A/B test keeps drawing among this account's personas.

Buttons and actions

"Salvar persona" (Save persona)

Saves the link; the account row now says "Atende como ‹persona›" (Serves as ‹persona›).

"Tentar de novo" (Try again)

Appears when the persona list did not load.

• No active persona: the screen asks you to create or reactivate one in "Personas A/B" (Personas A/B).

Screen states

Loading

Four gray blocks in place of the channels.

If something goes wrong

"Não foi possível carregar os seus canais" (Couldn't load your channels), noting that this does not mean they are disconnected and asking you not to redo the connection until you can read the screen, with "Tentar de novo" (Try again).

No channel connected

Each block says "Nenhuma conta conectada" (No account connected) and offers "Conectar ‹canal›" (Connect ‹channel›).

Return from the Instagram authorization

The Instagram card shows "Confirmando a autorização com o Instagram…" (Confirming the authorization with Instagram…) and then the connection test.

Connect your WhatsApp to the dashboard

The usual walkthrough opening: it uses WhatsApp's official API, takes about 30 minutes the first time, and ends with the codes pasted into "Conexões" (Connections).

Buttons and actions

"Agendar com o suporte" (Schedule with support)

Opens an email to schedule a call in which the team does the process with you. Does not appear on a partner account with its own brand.

"Conexões" (Connections)

Link that returns to the "Conexões" (Connections) screen.

"Copiar" (Copy)

Each address and permission in the guide is a button that copies the text (developers.facebook.com, business.facebook.com/settings, the permissions, and the webhook endpoint (URL)).

The eight steps

Each step has a panel that mimics Meta's screen.

• 1. Create the app in the Meta dashboard: use case "Conectar-se com os clientes pelo WhatsApp" (Connect with customers on WhatsApp), linked to the company's Business.
• 2. Note down the two IDs: Phone Number ID and WhatsApp Business Account ID (WABA).
• 3. Generate the permanent token (don't use the one from Step 1!): Admin system user, assets with full control, expiration "Nunca" (Never), and the permissions whatsapp_business_messaging and whatsapp_business_management.
• 4. Copy the App Secret: App settings, Basic, App Secret.
• 5. Submit the message templates for approval: retomada_conversa and boas_vindas, with the suggested texts.
• 6. Register the webhook: the callback URL the guide shows, the same Verify Token, and the messages field subscribed.
• 7. Paste everything into the "Conexões" (Connections) screen and send a hello from another phone.
• 8. When you are going to use the company's official number: the number leaves the phone app; a landline can be verified by voice call.

Do I need to verify my company with Meta?

To get started, no: without verification the AI serves anyone who contacts you with no limit; the limit applies to the conversations you start with templates.

Buttons and actions

"Abrir em tamanho real" (Open at full size)

Each real Meta screenshot opens at full size in a new tab.

• Where to verify (Security Center, Start verification), the documents accepted in Brazil, and the usual turnaround.
• What the step-by-step looks like (real Meta screens): six screenshots, from the Security Center to the "Aprovado" (Approved) badge.

Connect the number you already use on your phone

The walkthrough for the path where the same number stays in the WhatsApp Business app and speaks through the dashboard.

• 1. Check the app on your phone: WhatsApp Business 2.24.17 or newer, on the number's primary device.
• 2. Turn off the app's automatic replies: "Mensagem de saudação" (Greeting message) and "Mensagem de ausência" (Away message).
• 3. Know what happens to linked devices: all of them are disconnected; Windows and watches do not work again.
• 4. Connect with the button, on the phone itself.
• 5. Send a “hi” from another number: what you reply from the phone appears in the dashboard as "Enviada pelo celular" (Sent from the phone).
• What changes on this path: broadcast lists, groups, green badge, sending speed, dependence on the device, and what leaves the phone.

"Aparência" (Appearance)

Fields and filters

"Cor principal" (Main color)

Six ready-made colors, the free color picker, and the hexadecimal code field.

"Posição na tela" (Position on screen)

Right corner or Left corner.

"Tema" (Theme)

"Automático" (Automatic) (follows the visitor), "Claro" (Light), or "Escuro" (Dark).

"Arredondamento dos cantos: ‹n›px" (Corner rounding: ‹n›px)

Slider for the corner rounding of the chat window.

"Logo (aparece no cabeçalho — até 150KB)" (Logo (appears in the header — up to 150KB))

PNG, JPEG, SVG, or WebP. A larger file is refused with a warning.

Buttons and actions

"Cor ‹código›" (Color ‹code›)

Each ready-made swatch applies that color.

"Cor personalizada" (Custom color)

Opens the browser's color picker.

"Cor em hexadecimal" (Color in hexadecimal)

Field to type the color in #RRGGBB format.

"Degradê na cor (recomendado)" (Gradient color (recommended))

Turns the gradient on the main color on or off.

"Remover" (Remove)

Removes the current logo.

Texts

Fields and filters

"Título do chat" (Chat title)

The name at the top of the chat window.

"Saudação inicial" (Initial greeting)

The first sentence the visitor sees.

"Mensagem fora do horário de atendimento" (Out-of-hours message)

What the chat says outside business hours.

Before the conversation

What the visitor provides before talking to the AI, always with LGPD consent.

Fields and filters

"Texto do consentimento" (Consent text)

The sentence the visitor accepts before starting.

Buttons and actions

"Pedir nome" (Ask for name)

Asks for the name before the conversation.

"Pedir e-mail" (Ask for email)

Asks for the email before the conversation.

"Pedir WhatsApp/telefone" (Ask for WhatsApp/phone)

Asks for the phone number before the conversation.

"Som de notificação" (Notification sound)

Turns on the sound when a reply arrives.

"Selo da plataforma no rodapé" (Platform badge in the footer)

Shows or hides the badge in the chat footer. Does not appear on a partner account with its own brand (there the badge is always off).

"Salvar personalização" (Save customization)

Saves everything; the site starts showing the new chat.

Live preview

The chat itself, the same file that goes to the site, next to the form.

Buttons and actions

"Aparência" (Appearance)

Shows how the visitor will see the chat, with sample replies, so you can adjust the look.

"Conversar com a IA" (Chat with the AI)

Opens a real conversation with your AI (persona, knowledge base, and qualification questions). Uses the balance and appears in the Inbox as "Teste do painel" (Dashboard test).

"Recomeçar" (Start over)

Opens another test conversation from scratch, like a new customer arriving.

• If the test doesn't open: "Não foi possível abrir a conversa de teste agora." (Could not open the test conversation right now.) Check that web chat is active in "Conexões" (Connections).

Screen states

Loading

A gray block in place of the form.

Nothing here yet

"O web chat ainda não está ativo." (Web chat is not active yet.) with the link "Ative na tela de Conexões →" (Enable it on the Connections screen →).

If something goes wrong

"Não foi possível carregar o seu web chat" (Could not load your web chat), noting that this does not mean it is disabled and that the customization remains saved, with "Tentar de novo" (Try again).

A saved value is not accepted by the chat

Warning "Estes campos não estão sendo aplicados no seu site:" (These fields are not being applied on your site:) with the fields (color in the wrong format, logo too large, or text with markup); visitors see the default until you fix and save.