Channels
Where your customers message you from, and how every message lands in one inbox where the AI agent replies.
Flyby brings messages from several channels into one inbox. The AI agent replies to each customer on the same channel they used, and your team can step in at any time.
You set up every channel in one place: Settings → Channels & integrations.
Available channels
| Channel | How it works | Plans |
|---|---|---|
| Public chat link | A ready-made chat page with your agency's name. Share it or add it to your website as a chat bubble with one line of code | All plans |
| WhatsApp Business | WhatsApp Cloud API through your agency's own Meta app | All plans |
| Facebook Messenger | Messages to your Facebook Page, through your Meta app | Growth and Pro |
| Instagram Direct | DMs to your Instagram professional account, through the same Meta app | Growth and Pro |
| Telegram | A Telegram bot with your agency's name, connected by pasting one token from @BotFather | Growth and Pro |
| Outbound webhook (advanced) | Sends AI and team replies to your own messaging gateway | All plans |
Free trial
During the 14-day trial every channel is open, exactly like the Growth plan.
If a channel isn't on your plan, you'll see a lock with "Available on … and above." and a See plans link. Its switch stays off until you upgrade.
Who can set up channels?
Only the owner and managers can open the Channels page. Moderators don't see it.
How a message flows
The customer sends a message
From your public chat, WhatsApp, Messenger, Instagram or Telegram.
It lands in your inbox
Meta sends the message to the channel's Callback URL. Flyby checks it really came from Meta using your App secret, then opens a conversation (or continues an existing one) in Conversations.
The AI agent replies
In the customer's dialect, using only your packages, services and FAQs, while asking the qualification questions. The reply goes back on the same channel.
Your team takes over when needed
If the customer asks for a person or a handoff rule fires, the conversation becomes Needs you. Any reply from a teammate pauses the AI in that conversation. See Handoff.
Meta's 24-hour rule
On WhatsApp, Messenger and Instagram you can only send free-form replies within 24 hours of the customer's last message. After that, WhatsApp needs approved templates (Flyby doesn't send templates yet). On Messenger and Instagram your team can reply for up to 7 days if your app is approved for HUMAN_AGENT. The AI never sends outside the 24 hours. Telegram has no such rule: you can reply any time. Details in The messaging window.
Channel status
Each channel has an on/off switch. Once it's on, a badge next to its name shows the status:
| Badge | What it means | What to do |
|---|---|---|
| Needs setup | The channel is on but no credentials are saved yet | Finish the setup and click Connect |
| Waiting for first message | Credentials are saved but no message has arrived from Meta yet | Send a test message from another phone |
| Connected | Everything works | Nothing |
| Needs attention | Meta rejected a request or the token stopped working | Read the error shown above the fields, fix it, then Save & test |
Under the Callback URL you'll find two lines that help a lot while testing:
- Verified: when Meta last confirmed the webhook.
- Last event: the last message or delivery update Meta sent us.
If both stay empty, the webhook isn't set up in your Meta app yet.
Turning off is not the same as removing
- Switch off: the channel stops receiving and sending, but your token and IDs stay saved. Switch it back on and it works again.
- Remove credentials: deletes the token, App secret and channel settings. Past conversations are kept. If you connect again you get a new Callback URL and Verify token, and must paste them in Meta again.
Your own Meta app
WhatsApp, Messenger and Instagram connect through your agency's own Meta app, not a Flyby app. Your number, Page and account stay yours, and Meta bills you directly for any messaging fees. The rules you need to follow are in our Meta messaging policy.
Rather not do the setup yourself?
Request the Meta setup add-on: our team sets up WhatsApp, Messenger and Instagram for you. It's a one-time 1,500 EGP / $49 on Starter and Growth, and included in Pro. Request it from Settings → Plan & billing. See Add-ons.
Next
Public chat link
The quickest channel to turn on: no setup at all.
Connect WhatsApp
Step by step, from creating a Meta app to your first message.
Connect Messenger
Your Facebook Page messages in the inbox.
Connect Instagram
DMs to your professional account.
Connect Telegram
A bot with your agency's name in a minute, no Meta needed.