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Channel Integration

Channels are the places where customers message your business — Zalo OA, Facebook Messenger, WhatsApp, LINE, Telegram, and more.

Connecting a channel lets ScaleFlow collect those messages in one shared Inbox. After that, staff and AI Assistant can help answer customers from one place.

What to know before you start​

  • You need access to the business account for the channel you want to connect.
  • You need permission in ScaleFlow to manage channels.
  • Connect channels before turning on automatic AI support.
  • After connecting, send a test message to confirm it appears in Inbox.

Supported channels and setup guides​

Channels you can connect today in ScaleFlow. Each row links to a dedicated step-by-step guide.

ChannelSetup guide
Zalo OAConnect Your Zalo OA Account
Zalo MeConnect Your Zalo Me Account
Messenger (Facebook)Connect Your Messenger Account
WhatsApp Business APIConnecting Your WhatsApp Business API Account
LINE BusinessConnect Your LINE Business Account
TelegramConnect Your Telegram Bot
InstagramConnect Your Instagram Account
Chat WidgetSet up Chat Widget

Other channel names may appear in the list (for example SMS, WeChat, Viber, TikTok) as Coming Soon and cannot be connected yet.

Open the Channels page​

Most connection flows start from Channels. Open Channels from the main navigation, then choose a channel from the list.

Open Channels from the main navigation

Pick the channel you need and follow the matching guide in the table above.

Manage connected accounts​

After connection, each account appears in Connected accounts on that channel's page.

ActionWhat it does
TestCheck whether the channel is still reachable
ReconnectSign in again or refresh credentials if the connection stopped working
DeleteRemove the connection (new messages from that channel stop arriving in Inbox)

These actions work the same way across Zalo, Messenger, WhatsApp, LINE, Telegram, and other supported channels.

How to confirm it works​

  1. Click Test on the newly connected account.
  2. Send a real test message from that channel (phone app, Messenger, WhatsApp, etc.).
  3. Open Inbox and confirm the message arrives with the correct channel label.

Channel-specific testing tips (for example Telegram bot + Inbox screenshots) are in each dedicated guide above.

Real-world workflow​

  1. A customer sends a message to your Zalo OA: "Do you have a warranty?"
  2. The message appears in Inbox.
  3. AI Assistant checks your warranty Knowledge and replies.
  4. If the customer needs a repair case, staff create a Ticket.
  5. The ticket is handled until the repair is complete.

What to do next​

After at least one channel is connected:

  1. Add business answers in Knowledge.
  2. Build your first AI Agent.
  3. Turn on AI Assistant when you are ready.

All channel setup guides​

Message templates (for Broadcasts)​

Channel-specific template guides were removed. Prepare templates directly in each channel provider before running Broadcasts.

Quick troubleshooting​

Messages do not appear in Inbox​

  1. Open the channel page and click Test.
  2. Try Reconnect and complete authorization again.
  3. Confirm the channel account is still active on the provider side.
  4. See the troubleshooting section in the channel-specific guide.

I cannot see the Channels menu​

  • Ask your admin to grant channel management permission.

Wrong account connected​

  • Use Delete, then follow the setup guide again from the table above.