Your first week in Naateq — what to look at
Four numbers at the top of the dashboard carry 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
Every channel is its own row with its own status and keys. What each one needs, and why Instagram and Messenger do not open at the press of a button.
Getting started · 6 min read
The Channels screen shows every channel as its own row: its status, its credentials, and what it is missing. Channels are not equal in what they ask of you — one needs a single token, another needs a server and a review from Meta.
This lesson tells you exactly what each channel requires, how long it takes, and why some of them cannot be short-cut.
Status is not a switch
«Connected» is read from the connection itself, not from a box someone ticks. If a channel drops, the status changes on its own — and the screen never states something untrue because someone forgot to update it.
The comparison
What each channel asks of you
| Channel | What you need | Duration |
|---|---|---|
| A dedicated number, and one QR scan | Minutes | |
| Telegram | A bot token from BotFather — nothing else | Minutes |
| A public server + a Meta app review | weeks | |
| Messenger | A Facebook page + the same Meta review | weeks |
Telegram
The fastest channel to add — three steps
- 1Open BotFather inside Telegram.
Send it the new-bot command, then pick a name and a handle ending in bot.
- 2Copy the token it gives you.
A long token starting with digits then a colon. It is a full key — whoever holds it owns the bot, so never send it in a chat.
- 3Paste it into the Telegram row and save.
The status turns «connected» within seconds, and the first incoming message opens a conversation in the dashboard like any WhatsApp chat.
Nothing changes in behaviour after that: the same replies, the same knowledge base, the same Escalation rules — a channel is a transport, not a second personality.
Why Meta's channels take longer
Webhooks require a server — and there is no way around it
WhatsApp and Telegram can be polled for new messages. Instagram and Messenger are different: Meta pushes the message to you — it knocks on a public address you own, with a valid certificate and a signature you verify.
So opening the dashboard is not enough — you need a fixed address on the internet that is always up. And before that, Meta has to review your app and grant it messaging permission, a human review that takes weeks and cannot be rushed.
And Snapchat is deliberately absent from the list.
Snapchat has no public API for receiving and sending account messages — there is simply nothing to connect. What works in practice is to route your Snapchat content into 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, paste it into the Telegram row. No phone number, no review, no waiting — which is why it is the fastest channel to add.
Why can I not switch Instagram on right away?
Because Instagram and Messenger run on webhooks: Meta pushes the message to a public address you own, and it cannot be pulled. That needs a server with a fixed address and a certificate, plus a Meta app review that takes weeks.
Next lesson
Escalation rules — when the system stops and calls you
Escalation is not a failure but a guard. What stops the system and hands over to you, and how to tune it without turning everything into an escalation.
6 minOpen lesson