The Messenger Channels configuration allows customers to contact your support team through Telegram, WhatsApp, Instagram, or Facebook Messenger. Incoming messages are converted into i-net HelpDesk tickets automatically. Supporter replies from the Tickets application are delivered back to the customer through the same messenger.

Telegram, WhatsApp, Instagram, and Facebook Messenger are supported. Platform setup is described in Telegram Setup, WhatsApp Setup, Instagram Setup, and Facebook Messenger Setup. To configure AI-powered first responses, see Messenger AI.

To connect messengers to i-net HelpDesk:

1. Set the External server URL under Configuration → System → External server URL. The address must use HTTPS and be reachable from the internet.
2. Open Configuration → Communication → Messenger Channels.
3. Set up the desired platform first and obtain the access data from the matching setup guide.
4. Click Add Messenger..., choose Telegram, WhatsApp, Instagram, or Facebook Messenger, and enter the access data in the dialog.
5. Enable the account and use Validate in the account dialog.
6. If Connection valid. appears, confirm the account dialog with OK.

Currently, one channel account is possible per platform – one Telegram bot, one WhatsApp phone number, one Instagram account, and one Facebook Page. When the external server URL changes, i-net HelpDesk re-registers the connections automatically.

• Channel accounts – Shows configured connections with channel name and status Enabled or Inactive. Use Add Messenger... to add missing channels or edit existing entries. Use Validate in the account dialog to test the connection. On success, Connection valid. appears. On failure, Validation failed: appears with a description.

• Create unknown users from messenger requests – Creates unknown contacts as standard users and links them to the new ticket. When deactivated, tickets are still created, but no user account is assigned automatically. Default value: activated

• Auto Reply Text – Text sent to the customer when a new messenger ticket is created. Used only when Messenger AI is deactivated. The text field can contain

  <senderemailaddress>

  . i-net HelpDesk replaces this placeholder with the configured sender email address when the automatic reply is sent. Leave empty to disable automatic replies.

To match incoming messages to existing i-net HelpDesk users, the fields WhatsApp phone number, Telegram user ID, Instagram user ID, and Facebook Messenger user ID are available under Users and Groups → Master Data.