Summary
Wati customers can now connect multiple Instagram and Facebook Messenger accounts to a single Wati account. This makes it easier to manage conversations for multiple brands, regions, or clients from one place. All messages, automations, and contacts are managed centrally while keeping each connected account identifiable throughout Wati.
Note: Multi-account support for Instagram and Facebook Messenger integrations in Wati is currently available only for Wati's Business plan customers.
Instructions
Wati customers can now connect and manage multiple Instagram and Facebook Messenger accounts from the Channels settings page.
Once connected, messages from all accounts are available in the Team Inbox, automation rules can be configured for specific accounts, and contacts are automatically tagged with the account they originated from.
Connect additional Instagram or Messenger accounts
Follow these steps to connect additional Instagram or Messenger accounts:
Log into your Wati account.
Go to Settings > Channels.
Select Instagram or Messenger.
If an account is already connected, click + Add.
If no account is connected, click Get Started.
Review the prerequisites and continue.
Click Connect Instagram or Connect Messenger.
A Facebook embedded signup connection window will open.
Select all Facebook Pages and their corresponding Instagram accounts that you want to connect to Wati.
Complete the Facebook authorization process.
After the setup is complete, the selected accounts will appear in Wati as connected.
Manage connected accounts
After connecting your accounts:
Each account is displayed with its account name, connection status, and connection date.
You can view all connected accounts from the Channels settings page.
Accounts can be disconnected individually at any time.
Manage conversations from multiple accounts
All direct messages (DMs) and comments from connected Instagram and Messenger accounts are automatically routed to the Team Inbox.
What happens in the Team Inbox?
Messages (DMs) and comments from all connected accounts appear in a single inbox.
Each conversation clearly shows the Instagram or Messenger account it belongs to.
Agents can filter conversations by specific Instagram or Messenger accounts.
Replies are automatically sent from the correct connected account.
Agents do not need to manually choose which account to reply from.
Configure automations for specific accounts
When creating automation rules for Instagram or Messenger messages and comments, you can choose which connected account the automation should apply to.
Key behavior
Automation rules can be assigned to one or more connected accounts.
Existing automation rules continue to work without any changes.
Legacy rules remain associated with the original connected account for backward compatibility.
Chatbot flows can be reused across multiple accounts.
Reply templates can be reused across multiple accounts.
Track contact source accounts
Wati automatically tracks the Instagram or Messenger account that each contact originated from.
Contact attributes
Each contact receives a system-generated attribute that identifies the connected Instagram or Messenger account where the conversation started.
This makes it easier to:
Segment contacts by account.
Build account-specific automations.
Analyze conversations across multiple brands or business accounts.
Manage customer interactions from a single Wati workspace.
Frequently Asked Questions (FAQs)
General
1. Which Wati plan supports connecting multiple Instagram and Facebook Messenger accounts?
Multi-account support for Instagram and Facebook Messenger integrations is available only for customers on the Wati Business plan.
2. What is multi-account support for Instagram and Facebook Messenger in Wati?
Multi-account support allows customers to connect multiple Instagram and Facebook Messenger accounts to a single Wati account. This enables teams to manage conversations, automations, and contacts for multiple brands, regions, or clients from one workspace.
Managing Conversations
3. Where do messages from connected Instagram and Facebook Messenger accounts appear?
All direct messages (DMs) and comments from connected Instagram and Facebook Messenger accounts are automatically routed to the Team Inbox.
4. How can agents identify and manage conversations from multiple connected accounts?
Each conversation in the Team Inbox clearly shows the Instagram or Facebook Messenger account it belongs to. Agents can also filter conversations by specific connected accounts.
5. How are replies handled when multiple Instagram and Facebook Messenger accounts are connected?
Wati automatically sends replies from the correct connected Instagram or Facebook Messenger account. Agents do not need to manually select an account when responding.
Automations
6. Can automation rules be configured for specific connected accounts?
Yes. Automation rules for Instagram and Facebook Messenger messages and comments can be assigned to one or more connected accounts.
7. What happens to existing automation rules after enabling multi-account support?
Existing automation rules continue to work without any changes. Legacy rules remain associated with the original connected account for backward compatibility.
8. Can chatbot flows and reply templates be reused across multiple accounts?
Yes. Chatbot flows and reply templates can be reused across multiple connected Instagram and Facebook Messenger accounts.
Contacts
9. How does Wati track the source account for a contact?
Wati automatically assigns a system-generated attribute to each contact that identifies the connected Instagram or Facebook Messenger account where the conversation started.
10. What are the benefits of tracking the source account for contacts?
Tracking the source account makes it easier to segment contacts by account, build account-specific automations, analyze conversations across multiple brands or business accounts, and manage customer interactions from a single Wati workspace.