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Who can use this?
  • All Gallabox users.
  • Roles: Owners, Admins, and roles with channel-management permission can connect and configure channels. Agents can use connected channels in conversations.
Gallabox brings WhatsApp and Instagram conversations into one shared Inbox. Web Chat conversations stay in the Web Agent’s chat logs unless the visitor continues through a WhatsApp handoff.

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Plan Availability

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What are Channels?

Channels are the different ways customers can reach you through Gallabox. Each channel has its own setup process, capabilities, and pricing implications. Gallabox currently supports three channels: WhatsApp and Instagram conversations route to the shared Inbox. Web Chat is handled in the Web Agent’s chat logs and appears in the Inbox only after a WhatsApp handoff.

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Feature Comparison

For the full per-channel session comparison, see Chat AI Agent Channel Behaviour.

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How to Use Channels

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Connect WhatsApp

See the step-by-step guide: Connect Your WhatsApp.

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Connect Instagram

See the step-by-step guide: Connect Instagram Channel.

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Set Up Web Chat

See the step-by-step guide: Web Chat Setup.
Pro tip: Use channel indicators to filter the Inbox by WhatsApp or Instagram. Open the Web Agent’s chat logs to review Web Chat conversations that have not been handed off to WhatsApp.

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Example

Scenario: You run a fitness studio and want to capture leads from your website, hand qualified visitors off to WhatsApp, and handle Instagram DMs from your followers. Here’s how you’d set it up:
1
Go to AI Agents and Bots → Create New → Chat AI Agent, select Web as the channel, and configure the widget in Settings → Web Widget Settings. Set the welcome message to: “Hi! Interested in our fitness classes? Chat with us or leave your number and we’ll call you back.”
2
Go to Channels → WhatsApp and connect your WhatsApp Business account.
3
Go to Channels → Instagram and connect your Instagram Professional account (Business or Creator) directly.
4
Create a Chat AI Agent and select all three channels. Set its goal to qualify leads and hand off high-intent contacts to your sales team on WhatsApp.
5
Instagram and WhatsApp conversations appear in Inbox with channel indicators. Web Chat conversations remain in the Web Agent’s chat logs unless the visitor continues through a WhatsApp handoff.

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FAQs

Yes. You can connect up to your plan’s channel limit. Each WhatsApp number appears as a separate connection in the Channels section. Additional channels can be added as add-ons on Essential and Advanced plans.
Yes. When creating a Chat AI Agent, you can select multiple channels. The agent will handle conversations on all selected channels. Note that the agent’s behaviour differs per channel — see Chat AI Agent Channel Behaviour.
A Meta policy limiting free-form messages to within 24 hours of the user’s last message; it applies to WhatsApp (templates can be sent after) and Instagram (nothing can be sent after), but not Web Chat. See Instagram DM Conversations.
Not automatically. Each conversation is tied to one channel. However, you can handoff a Web Chat conversation to WhatsApp using the handoff feature in the Chat AI Agent settings — useful when a website visitor wants to continue the conversation on WhatsApp.
Meta’s WhatsApp Business API verification can take 24–48 hours for new businesses. If your connection is stuck:
  1. Check your Meta Business Manager — go to business.facebook.com and check if verification is pending or rejected there.
  2. Verify your business documents — Meta requires business registration documents (GSTIN in India, company registration elsewhere). Upload them in Meta Business Manager.
  3. Check your phone number — the WhatsApp number must be on the same account as your Meta Business verification.
  4. Wait 48 hours — if verification is in progress, it typically completes within 24–48 hours.
  5. If rejected, Meta will show a reason. Fix the issue and resubmit.
If the verification expires or fails repeatedly, contact Gallabox support with your account details.

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Channel guides

  • WhatsApp — connect your number, migrate, voice calls, coexistence
  • Instagram — DMs and comment automation
  • Web Chat — embeddable website chat widget