Getting started
Your first week in Naateq: where to look
Four numbers at the top of the dashboard are enough for your first week: automated resolution rate, escalation rate, first-reply time and pipeline value.
5 minOpen lesson
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- Connecting a new channel: WhatsApp and Telegram
Connecting a new channel: WhatsApp and Telegram
Each channel has its own row with its status and keys. What each one needs, and why Instagram and Messenger need more than a button click.
Getting started · 6 min read
The dashboard is in development.
This lesson shows how the dashboard will work once it reaches subscribers. Until then we handle the setup for you, and you get escalation and payment alerts on your WhatsApp plus a monthly report.
The channels screen shows each channel in its own row: its status, its credentials, and what it’s missing. What each channel needs from you varies a lot: some need just one token, and some wait on Meta’s approval.
Here's exactly what each channel needs, how long setup takes, and why the road is longer for some of them.
Where the status comes from
The word “Connected” reflects the connection itself, and nobody sets it by hand. If a channel drops, the status changes on its own, and you'll never see the screen say “Connected” just because someone forgot to update it.
The comparison
What each channel asks of you
| Channel | What you need | Time |
|---|---|---|
| Your current number, and scanning a code once | Minutes | |
| Telegram | Just a bot token from BotFather | Minutes |
| Meta’s approval of your account | weeks | |
| Messenger | A Facebook page + the same Meta review | weeks |
Telegram
The fastest channel to add: three steps
- 1Open BotFather inside Telegram.
and send it the command to create a new bot, then choose a name and a username ending in the word bot.
- 2Copy the token it gives you.
A long token that starts with a number, then a colon. Whoever has it controls the bot, so don't send it in any conversation.
- 3Paste it into the Telegram row and save.
The status switches to “Connected” within seconds, and the first message that arrives opens a conversation in the dashboard like any WhatsApp conversation.
After that, everything works just like on WhatsApp: the same replies, the same knowledge base, and the same Escalation. The channel changes, but the style stays the same.
Why Meta's channels take longer
Instagram and Messenger wait on Meta’s approval
WhatsApp and Telegram work as soon as they’re connected. For Instagram and Messenger, Meta reviews every account and grants it messaging access before it can be switched on.
The review is done by Meta staff and can take weeks. The technical setup is on us, and we switch the channel on for you as soon as it’s approved.
Snapchat isn't on the list, and that's on purpose.
Snap doesn't offer a public API for receiving and sending account messages, so there's nothing to connect. The alternative is to have your Snapchat content lead to a WhatsApp conversation through a tagged link, so the customer reaches you and you know where they came from.
Frequently asked
What do I need to connect Telegram?
One token from BotFather inside Telegram: create a bot, copy the token, and paste it into the Telegram row. You don't need a phone number or a review, so it's the fastest channel to add.
Why can I not switch Instagram on right away?
Because Meta reviews every Instagram and Messenger account and grants it messaging access before it can be switched on, and the review is done by Meta staff and can take weeks. The technical setup is on us, and we switch the channel on as soon as it’s approved.
Next lesson
Getting started
Tuning and quality
Escalation rules: when the system stops and calls you
Escalation stops the system from inventing an answer it doesn't know. What hands a conversation over to you, and how to tune it so it doesn't happen too often.
6 minOpen lesson