Setting Up Messaging

Palera centralizes all customer conversations into one unified workspace, making it easy to manage interactions across every channel. Whether customers reach out by SMS, WhatsApp, Instagram, Facebook Messenger, voice, or your website chat widget, every conversation appears in a single inbox with full context preserved. This unified approach improves response efficiency, streamlines agent collaboration, and ensures no conversation is ever missed.

Written By Thando Nomvungu

Last updated 20 days ago


Requirements for Connecting Messaging Channels

To start messaging customers, you need the following for each channel:

  • SMS & WhatsApp

    • A Twilio account

    • Purchased Twilio numbers for the channels you want to use

    • Instructions on how to purchase a number here.

    • Login credentials to connect the Twilio account to Palera

  • Facebook & Instagram

    • Business accounts for each platform

    • Correct login credentials to connect and authorise access

Certain features (like sending SMS, WhatsApp messages, or social media replies) will not be available until these accounts are properly connected and Twilio numbers are purchased.

For a detailed guide and instructions on how to configure/connect these channels, click below:

How It Works in Palera

  • Once connected, all messages from SMS, WhatsApp, Instagram, Facebook, and your website widget appear in one unified inbox.

  • Messages can be read, replied to, and tracked from a single interface, regardless of the original channel.

  • Your website widget can even display connected channels, allowing customers to message you directly from your site.

Key Benefits

  • Unified Inbox: Manage all customer messages from one place

  • Cross-Channel Visibility: See messages from every platform in real time

  • Website Widget Integration: Customers can reach you directly on your website

  • Simplified Configuration: Configure channels once and use them across all workflows

Best Practices

  • Ensure you have the correct login credentials and permissions for all social media accounts

  • Purchase Twilio numbers before connecting SMS and WhatsApp

  • Connect all channels to unlock full Palera functionality

  • Test each channel to confirm messages appear in the unified inbox