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Channels

Connect Fibly to the places your customers already write to you — web chat, email, WhatsApp, Facebook Messenger, and Instagram — and answer everything from one inbox.

A channel is a surface where conversations with your customers start. Fibly begins with the chat widget on your website, but you can connect more channels so the bot answers customers wherever they choose to write — and every message lands in the same Conversations inbox.

Available channels

  • Web chat: the widget on your website. Available as soon as you install Fibly.
  • Email: connect your support mailboxes over IMAP/SMTP. Incoming mail becomes tickets.
  • WhatsApp: reply to your customers on your WhatsApp Business number.
  • Facebook Messenger: answer messages sent to your Facebook Pages.
  • Instagram: reply to Instagram direct messages.

Where to manage channels

Open Settings → Integrations. The Channels section lists every channel you've connected, each with an on/off switch and a Configure link. To add a new one, click Add channel and pick a channel from the list.

Each channel has its own switch, so you can pause traffic on one channel without disconnecting it or affecting the others.

One inbox for every channel

However a customer reaches you, the conversation appears in Conversations alongside the rest. The channel filter at the top of the list lets you view All channels or narrow down to Web chat, Email, WhatsApp, Facebook Messenger, or Instagram, and every conversation shows a small chip marking where it came from.

The bot answers with the same knowledge base and settings across all channels, and your team can take over any conversation from Live support the same way regardless of where it started.