Where the agent replies to your customers
Conversations from every channel show up in the same conversations screen, and each customer is recorded once with their source. What each channel allows differs, as shown in the table below.
Meta only lets you message a customer on Instagram within 24 hours of their last message. So if a quote or payment reminder falls due after that, the system alerts you to message the customer yourself. WhatsApp has no such limit.
Channels and capabilities
Two channels live · three available on request| Channel | Case | Reply window | PDF files | Voice notes | Cost per message |
|---|---|---|---|---|---|
| Live | None | Yes | Yes, transcribed to text | Free until 30 September 2026, then 0.0401 SAR | |
| Live | 24 One hour | Yes, in a separate message | Yes | No charge | |
| Messenger | Available on request | 24 One hour | Yes, in a separate message | Yes | No charge |
| Telegram | Available on request | None | Yes | Yes, transcribed to text | No charge |
| X | Available on request | None | No, a link is sent instead | no | The platform charges per message |
To turn on Messenger, Telegram or X, ask the Naateq team and the account gets linked to your own page or account. Telegram is linked in a day; Messenger may need a Meta review that takes weeks.
Channels that can't be connected right now
Two channelsSnapchat
Workaround activeSnapchat doesn't let any system reply to account messages, so it can't be connected directly.
Your active workaround: A link on your Snapchat account opens a WhatsApp chat with a ready-made message, and the customer is recorded with the source “Snap link” in the customers screen and reports.
TikTok
Requires a verified accountTikTok messaging is only open to verified business accounts. We'll connect it once your account verification is complete.