How do I connect email and WhatsApp?

One bot, several doors

A bot in BotableX does not belong to a channel. You create the bot once and attach it to a web chat channel, an email channel and a WhatsApp channel. It reads the same Knowledge Banks and follows the same Global Mind on all of them, and adjusts only how it writes: full sentences and a greeting for email, short turns for WhatsApp. Your team sees all of it in one Live Conversations list.

Connecting email

Open Channels and add a channel of type Email. Choose how mail reaches BotableX:

• Microsoft 365. Sign in with an account that has access to the shared support mailbox. This is the simplest option for organizations on Microsoft 365 and is the default there.
• Your own mailbox. Give BotableX read access to a mailbox you host anywhere, and sending details for replies.
• A forwarding address. Forward your support address to an address BotableX gives you, and set your outbound sender.

Connect a mailbox that exists to receive support, not a person’s inbox. The bot answers what arrives on the channel; a personal inbox contains mail that should never get an automated reply.

Replies thread correctly in the customer’s mail client, so a conversation stays one conversation on both sides.

Choosing the email mode

Email has two modes. In the normal mode the bot answers as it does on chat, with one safety net: by default each outgoing email is held as a draft for a short review window, and a person can approve, edit or stop it before it goes. In Consultation Only mode the bot writes every reply but never sends; a person always presses send, asks the bot for a revision, or writes their own. Consultation Only is the recommended starting point for a new mailbox.

Connecting WhatsApp

WhatsApp Business messaging runs through an official provider account that you own. Add a channel of type WhatsApp and enter the credentials from that account. Incoming messages appear in Live Conversations like any other; outgoing replies go back through your number.

WhatsApp allows free-form replies within 24 hours of the customer’s last message. Outside that window, only pre-approved Templates may be sent. BotableX manages your templates under Templates, tracks their approval status, and uses them automatically when a reply falls outside the window.

Messenger

Facebook Messenger connects in the same way, with the credentials from your Facebook page. SMS is planned and is not available yet.

Testing

Send an email to the connected address from a personal account and a WhatsApp message to your number. Both should appear in Live Conversations within seconds, each marked with its channel and the bot’s state. Reply from the console once, and confirm the customer side receives it in the right thread.

Stopping

Every channel has a switch. Turning a channel off stops the bot from answering there immediately, without deleting anything. Conversations already in progress can still be handled by your team.