Channels & WhatsApp

Available channels

Web widget (every plan), email (every plan), WhatsApp Business and SMS via Twilio (Growth+), Telegram (Growth+).

Each channel is configured per assistant, the same assistant can live on multiple channels at once.

Setting up the web widget

Assistant page → Channels → Embed widget. Customise colour, greeting and position with a live preview, then copy the one-line <script> tag.

Paste it before </body> on every page where the widget should appear. The loader is ~3KB and lazy-creates the iframe on first click, so visitors who never engage pay zero bandwidth.

Setting up WhatsApp via Twilio

You'll need a Twilio account and a WhatsApp sender (sandbox for testing, Meta-approved Business profile for production).

In comxbot: Channels → Add Channel → WhatsApp Business → paste Account SID, Auth Token, phone number. We auto-prefix the number with whatsapp:.

After saving you'll see a copy-able webhook URL, paste it into Twilio's 'A message comes in' webhook field for that number. Send a test message and it should reply.

How staff reply over WhatsApp

When the bot escalates a conversation, it appears in /inbox. Open the thread, click 'Draft with AI' if you want a grounded suggestion, edit, hit Send.

comxbot uses Twilio's REST API to deliver your message back to the visitor's WhatsApp. If the send fails (expired session, suspended sandbox), you get a clear toast with the Twilio error.

WhatsApp session windows

Within 24 hours of a customer's most recent message you can reply freely.

Outside that window WhatsApp requires Meta-approved 'message templates'. For sandbox numbers, customers must join the sandbox first using the join code from the Twilio Console.