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Channels are the connections that bring your customers’ conversations into BluBash. BluBash is omnichannel: WhatsApp is the main channel, with two connection options, and you can also serve customers through Instagram Direct, the Webchat on your website, and an API channel. Every conversation lands in the same inbox, follows the rules of the responsible team, and can be handled by an AI agent working alongside your team members.

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Channel types

Receptive-only channels are disabled when you try to start a new conversation. On these channels, you reply to conversations the contact opens. See Start a new conversation →.

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Which one to choose

  • Start with WhatsApp Business API if WhatsApp is your customers’ main way in. It is the only type with Meta-approved templates, campaigns, and a stability guarantee.
  • Use WhatsApp Lite only to get started quickly, test, or run a low-volume operation. It is not official and can be interrupted.
  • Add Instagram and Webchat to reach people who contact your business through Direct or your website. Their conversations land in the same inbox and can be handled by the same AI agent.
  • Unsure whether to use one WhatsApp number or several? Read One number or several →.

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Before you start

  • Create at least one team. Every channel needs a Default Team. See Create and configure teams →.
  • For automation, keep the AI agent active. Only active agents appear in the channel list. See Create an AI agent →.
  • Have what each type requires: access to the Meta account (WhatsApp Business API), the phone with the number (WhatsApp Lite), the professional account login (Instagram), or access to edit the website (Webchat).
  • Allow popup windows in your browser. Connecting WhatsApp Business API and Instagram opens a login window.

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Create a channel

1

Open Channels

In the side menu, click Channels. The page lists every channel in the workspace.
2

Click Add Channel

In the top-right corner, click Add Channel. The Select Channel Type window shows a card for each type, with a description and Resources.
3

Choose the type

Click the card for the type you want: WhatsApp Business API, WhatsApp Lite, Instagram, or WebChat.The API card shows the Contact Support badge. When you click it, BluBash tells you to contact support to set up this channel.
4

Fill in the channel details

In the Configure Channel step, fill in:
5

Click Create Channel

The Create Channel button is only available once the name and team are filled in. To change the type, click Back.
6

Finish the connection

The next step depends on the type:If you need to stop halfway, click Skip for now. The channel is saved and waits for the connection. When you click it in the list, the Configure Channel window opens again so you can finish.
7

Check the channel page

When you finish, BluBash opens the channel page. Check the connected account details and send a test message.

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What the channel page contains

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How the AI agent and the team work together

1

The contact writes

The message arrives through the channel (WhatsApp, Instagram, or Webchat) and opens a conversation in the inbox.
2

The AI agent responds

If the channel has an AI agent, it replies, answers questions, and qualifies the contact based on its training.
3

The team takes over when needed

With the Transfer to Team skill, the agent hands the conversation to the right team, with a context note. Without an agent, the conversation goes straight to the Default Team, which distributes it according to its rules.
See Hybrid service → and Configure skills →.

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Channels and teams

The Default Team receives the channel’s conversations and is linked to it. On the team page, the Channels tab shows the linked channels, with the Default team badge on the channel where it is the default.
  • To link a WhatsApp channel to other teams, use Add in the team’s Channels tab. The list of channels you can add in that tab only shows WhatsApp channels.
  • To connect an Instagram or Webchat channel to a team, choose that team as the Default Team in Channel Settings.
  • To remove the link with the default team, first change the default team in the channel settings.

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Common errors

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Next steps

WhatsApp Business API

Official Meta connection, templates, and campaigns.

WhatsApp Lite

Quick QR code connection for low volume.

Instagram

Direct messages in your inbox.

Webchat

Chat widget on your website.