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WhatsApp and Instagram

Kazenly runs WhatsApp, Instagram, and Web chat in one Unified Inbox. You filter and badge conversations by channel, connect Meta channels separately, and use channel-specific automations — but billing is one unified plan on the Account Dashboard.

See What Is Kazenly? for the two-surface overview. Web Chat detail: Web Chat.

Channels in One Workspace​

Channels share the same agent workspace on app.kazenly.com. You do not pick “Unified Inbox” in the sidebar — you work inside the app and switch channels with filter chips:

  • All
  • WhatsApp
  • Instagram
  • Web

Those chips appear on conversation lists (for example Inbox and Conversations). They match the product labels in the inbox UI.

Your subscription on kazenly.com covers WhatsApp + Instagram together (Momentum or Surge). Connecting each Meta channel is still a separate step in Unified Inbox Settings after your workspace is ready. Web does not use Meta Connect — configure Web Chat Settings under Settings → Channels → Web.

How to Tell Which Channel​

WhereWhat you see
List filtersChips All, WhatsApp, Instagram, Web
Conversation row / chat headerSmall label WhatsApp, Instagram, or Web
WhatsApp threadsMasked username and/or phone number in the subtitle
Instagram threads@handle when available, or Instagram DM
Web threadsMasked email and/or LMS id when present; list status Active / Idle / Closed

Instagram display names prefer @username when the profile is known. WhatsApp uses the customer name, then a masked WhatsApp username and/or masked phone number when stored.

What Each Channel Is For​

WhatsAppInstagram
Primary useBusiness messaging, support, and outbound broadcastsDMs and comment-driven automation
Connect methodMeta Embedded SignupMeta OAuth (“Continue with Instagram”)
AutomationsAutomations → WhatsApp (bot flows) · classic editor also under Settings → Bot FlowsAutomations → Instagram (comment & DM automations)
BroadcastsBroadcasts — campaigns, templates, lists, consentNot available — no Instagram broadcast product
Agent messagingText plus image, document, and voice (when the thread is open)Text only in this release
Customer-care window24 hours after the customer’s last message (default)24-hour standard window, then Human Agent replies for up to 7 days; fully blocked after 7 days

Detailed expiry and composer behaviour are in Customer Care Windows (chapter 9).

Contacts Stay Separate​

WhatsApp and Instagram contacts never merge. The same person on both channels appears as two separate records.

  • WhatsApp — stored with a phone number and/or a WhatsApp username. The Contacts page loads WhatsApp contacts and consent for broadcasts.
  • Instagram — stored as a separate user (scoped id and @username). You see them in inbox threads and search; they are not mixed into the WhatsApp Contacts list.

When you filter by Instagram, you only see Instagram threads — not WhatsApp threads for the same person.

Connecting WhatsApp​

Unified Inbox → Settings → WhatsApp

Page lead copy:

Connect your WhatsApp Business account for the unified inbox. Provisioning writes router rows automatically after Meta Embedded Signup.

On the Connection card:

Connect a WhatsApp Business account via Meta Embedded Signup.

Buttons:

  • Connect WhatsApp (or Completing Signup… while working)
  • Reconnect WhatsApp when a token is missing
  • Disconnect (or Disconnecting…) when connected
  • Manage Billing (opens the Account Dashboard billing page)

When Connected, the same card shows Messaging Limit and phone quality pills — Quality Rating and Messaging Limit.

Success after disconnect: WhatsApp disconnected. Then use Connect WhatsApp to link again.

The Settings page also links to WhatsApp Automations and Broadcast Campaigns (Connection Stays Here — bot flows and campaigns live on their dedicated pages).

If your plan or trial does not include WhatsApp, you may see WhatsApp Connect is not available with a link to manage billing.

Connecting Instagram​

Unified Inbox → Settings → Instagram

Page lead copy:

Connect a professional Instagram account for DMs and comment automation in the unified inbox.

The Connection tab explains OAuth:

Link your Instagram professional account. You’ll approve access in a secure Meta window, then return here.

Buttons:

  • Continue with Instagram (or Opening Instagram…)
  • Reconnect with Instagram when the token expired
  • Disconnect (or Disconnecting…) when connected

Instagram Settings also has an Automations tab (legacy list) and a banner link to Automations → Instagram for the main create/edit experience.

If Instagram is not on your plan, you may see Instagram Connect is not available with a link to manage billing.

Automations by Channel​

Sidebar Automations splits by channel:

Nav itemPurpose
Automations → InstagramComment and DM automations (Quick Setup, flow builder)
Automations → WhatsAppWhatsApp bot flows

Instagram automations require a connected Instagram account (“Connect Instagram above before creating automations.” on the Settings automations list).

WhatsApp automations require WhatsApp connected. The workspace title is WhatsApp Automations; a link points to Settings → Bot Flows for the classic editor.

Broadcasts and Templates (WhatsApp Only)​

Broadcasts in the sidebar is a WhatsApp product area. Tabs include Campaigns, Templates, Contact Lists, Consent Management, and Analytics — all oriented to WhatsApp template messaging and lists.

There is no parallel Broadcasts flow for Instagram in the live UI.

Messaging Rules (Summary)​

These rules follow what the inbox composer allows and when threads expire automatically — agents should follow what the UI allows.

WhatsApp​

  • While the customer-care window is open, agents can send normal messages and media.
  • When the thread is expired, the banner shows Customer care window closed. Free text is blocked; use Send Utility template or an internal note.

Instagram​

  • Agents can send text only (Instagram DMs support text only in this release).
  • When the 24-hour window closes but the thread is not expired, assigned agents may see Human Agent reply (outside 24h window).
  • When the 7-day window closes, the banner shows Conversation Expired and no new customer messages can be sent.

Instagram does not offer Send Utility template in the composer (Utility templates are WhatsApp-only).

Account Dashboard Channel Status​

On kazenly.com/dashboard Overview, channel rows show whether WhatsApp and Instagram are Included in plan, Trial, Off, or similar — mirroring entitlements. That page does not run Connect; use Unified Inbox Settings after Open Inbox.

Next Steps​