Multi-Channel Widget

Palera enables multi-channel messaging, allowing you to manage conversations from multiple platforms in one unified inbox. Customers can reach you via SMS, WhatsApp, Instagram, Facebook, or Live Chat via your website and every message appears in one place for your team to handle. You can display these channels directly on your website widget, giving customers the option to contact you through their preferred platform.

Written By Thando Nomvungu

Last updated 21 days ago

How Multi-Channel Works

  • Connect your messaging channels (SMS, WhatsApp, Instagram, Facebook, Live Chat)

  • All incoming messages are routed into one inbox

  • Conversations are assigned to agents using skill-based routing

  • Agents respond without switching between platforms

Supported Channels

Once configured, you can manage:

  • SMS

  • WhatsApp

  • Instagram

  • Facebook

  • Live Chat (Website Widget only)

Only configured channels will be available for use and display.

How to Enable Multi-Channel on the Widget

  1. Go to Client Management > [Your Client] >

  2. Navigate to Live Chat > Configure

  3. Select Multi-Channel Widget

  4. Add available channels:

    • Select from connected channels (e.g. SMS, WhatsApp, Instagram)

    • Channels not configured will be unavailable

  5. Configure each channel:

    • SMS: Select the Phone Number and set the first message. This is the message that you would initiate a conversation with to the customer.

    • WhatsApp: Select the Twilio WhatsApp-enabled number

    • Instagram/Facebook: Select the connected account

    • Live Chat: Configure as usual

  6. Choose widget layout:

    • Vertical – Shows channel names and icons

    • Horizontal – Shows icons only

  1. Save changes

Customer Experience

When a customer visits your website:

  • They see all available channels in the widget

  • They can choose how they want to contact you:

    • Start a live chat

    • Open Instagram or Facebook:

    • Send an SMS

    • Message via WhatsApp

When a customer selects a channel on mobile, the corresponding app opens automatically. On web, the customer is redirected to the relevant website. For SMS, the user is prompted to enter their phone number, after which we send them a message containing the initial SMS text you have configured.

What happens next:

  • Messages are routed into Palera

  • Agents respond from the same unified inbox

Once the multi-channel widget is enabled, you can also enable the channel switching toggle on the live chat widget. This allows customers to switch between available channels directly from their side during a conversation. For example, a customer can start on live chat and then choose to continue via SMS, WhatsApp, or social media. This ensures a seamless experience while keeping the conversation context unified within Palera’s inbox.

Example Flow

  • A customer clicks WhatsApp → Opens WhatsApp → Sends a message

  • Another customer sends an SMS → Message appears in the same inbox

  • Another messages via Instagram → Same inbox

  • An agent handles all conversations without switching platforms

Important Notes

  • Channels must be connected first before adding them to the widget

  • SMS & WhatsApp require:

    • A Twilio account

    • Purchased/approved Twilio number

  • Social channels require:

    • Business/professional accounts

    • Correct login permissions

If a channel is not configured, it will not appear in the widget or inbox.

Key Benefits

  • One Inbox for Everything – No switching between apps

  • Customer Choice – Let customers message you on their preferred platform

  • Faster Response Times – Centralized conversations improve efficiency

  • Website Integration – Turn your site into a messaging hub

  • Scalable Support – Handle multiple channels with one team

Best Practices

  • Connect all relevant channels before enabling the widget

  • Test each channel (including WhatsApp) after setup

  • Use clear welcome messages for SMS and WhatsApp

  • Keep channel options relevant and user-friendly

  • Monitor conversations to ensure smooth routing across channels