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Help Center / Channels & Connections

Channels & Connections

WeReply lets you bring multiple communication channels into one inbox. This article covers which channels are supported and how to connect, manage, and reconnect them.

Supported channels

ChannelDescription
EmailConnect a Gmail or Outlook mailbox (or any standard email address) to receive and send support emails directly from WeReply.
WhatsAppConnect a WhatsApp Business number to chat with customers on WhatsApp.
FacebookConnect a Facebook Page to manage Messenger conversations.
InstagramConnect an Instagram Business account to manage direct messages.
Website Chat WidgetAdd a live chat widget to your website so visitors can message you directly.
ShopifyConnect your Shopify store so your team and AI agent can look up orders, track shipments, and answer order-related questions from the inbox.

Connecting a channel

All channels are connected from the same place:

  1. Go to Settings → Channels.
  2. Click Add channel (or the + button) and choose the channel type you want to connect.
  3. Follow the on-screen steps for that channel (see below).
  4. Once connected, the channel appears in your Inbox sidebar and starts receiving messages.
You can connect more than one inbox per channel type — for example multiple email addresses or several Facebook Pages. Each one appears as its own entry in the Inbox sidebar with its own unread count.

Connect Email

  1. Go to Settings → Channels → Email and click Connect.
  2. Choose your provider — Gmail, Outlook, or Other (for any mailbox that supports IMAP/SMTP).
  3. For Gmail or Outlook, sign in with your account and grant WeReply permission to read and send mail. For Other, enter your IMAP/SMTP server, port, email address and password.
  4. Give the connection a name (e.g. "Support inbox") so your team can recognize it, then save.
  5. New emails sent to that address now arrive in your WeReply Inbox, and replies are sent from the same address.

Connect WhatsApp

  1. Go to Settings → Channels → WhatsApp and click Connect.
  2. Sign in with the Facebook account linked to your WhatsApp Business account (WeReply uses the official WhatsApp Business API via Meta).
  3. Select the WhatsApp Business Account and phone number you want to connect. If you don't have one yet, follow Meta's prompts to create one and verify your phone number.
  4. Confirm the permissions WeReply requests and complete the setup.
  5. The connected number now appears in your Inbox, and incoming WhatsApp messages are routed there.
A phone number can only be connected to one WhatsApp Business API provider at a time. If the number is already in use elsewhere (e.g. the WhatsApp Business app or another tool), you'll need to migrate or release it first.

Connect Facebook

  1. Go to Settings → Channels → Facebook and click Connect.
  2. Log in to Facebook when prompted and select the Page(s) you manage.
  3. Grant WeReply permission to access Messenger conversations for the selected Page(s).
  4. Each connected Page appears as its own entry in your Inbox, and Messenger conversations start flowing in.

Connect Instagram

  1. Make sure your Instagram account is a Business or Creator account and is linked to a Facebook Page (this is required by Instagram/Meta for third-party tools).
  2. Go to Settings → Channels → Instagram and click Connect.
  3. Log in to Facebook and select the Instagram account linked to the Page.
  4. Grant WeReply permission to access Instagram direct messages.
  5. The account appears in your Inbox and incoming DMs and comments can be managed from there.

Connect the Website Chat Widget

  1. Go to Settings → Channels → Website Widget and click Connect (or Create widget if this is your first one).
  2. Customize how the widget looks — color, greeting message, and position on the page.
  3. Copy the snippet of code WeReply generates for you.
  4. Paste the snippet into your website's HTML, just before the closing </body> tag (or use your site builder's "custom code" / "tracking code" section — for example in Shopify, WordPress, or Squarespace).
  5. Reload your website — the chat bubble should now appear, and any messages visitors send arrive in your WeReply Inbox under this channel.

Connect Shopify

  1. Go to Settings → Channels → Shopify and click Connect.
  2. Enter your Shopify store domain (e.g. your-store.myshopify.com) and click Connect to Shopify.
  3. You'll be redirected to Shopify — log in if needed and click Install app to grant WeReply access to your store and order data.
  4. Once connected, your team and AI agent can look up customer orders, shipping status, and order details directly from a conversation.

Managing connections

Settings → Connections shows an overview of every account you've linked to WeReply and its connection status. From here you can review, reconnect, or remove a connection.

Reconnecting a disconnected channel

If a connection expires or loses access (commonly because a password changed or a permission was revoked), WeReply shows a banner at the top of the Inbox, e.g. "2 channels are disconnected. Click here to reconnect." Click the banner, or go to Settings → Connections, and re-authorize the affected account.

AI settings per channel

Each connected channel has its own AI configuration, found in Settings → Channels:

  • AI Response — when enabled, your AI agent can reply to customers on this channel automatically.
  • AI Concept — when enabled, your AI agent prepares a draft reply for a human agent to review and send, instead of replying directly.
  • Distribution — controls the percentage split of conversations handled by the AI agent versus your team.

See AI Agents to learn how to configure the agent itself.

← Back to Help CenterAI Agents →