> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Channels

> What channels are in Gallabox, which ones are supported, and how conversations from each one reach your team.

> **Who can use this?**
>
> * All Gallabox users.
> * Roles: Owners, Admins, and roles with channel-management permission can connect and configure channels. Agents can use connected channels in conversations.

<Info>
  A channel is a connected messaging endpoint — the way a customer reaches you. Gallabox supports WhatsApp, Instagram, and Web Chat. Every contact, conversation, and message belongs to one channel.
</Info>

## Plan Availability

| Feature                    | Basic | Essential | Advanced |
| -------------------------- | :---: | :-------: | :------: |
| WhatsApp channel           |   ✓   |     ✓     |     ✓    |
| Instagram channel          |   ✓   |     ✓     |     ✓    |
| Web Chat widget            |   ✓   |     ✓     |     ✓    |
| Chat AI Agent on WhatsApp  |   —   |     ✓     |     ✓    |
| Chat AI Agent on Instagram |   —   |     ✓     |     ✓    |
| Chat AI Agent on Web Chat  |   ✓   |     ✓     |     ✓    |

## The three channels

| Channel       | What it is                             | Best for                                          |
| ------------- | -------------------------------------- | ------------------------------------------------- |
| **WhatsApp**  | Full WhatsApp Business API integration | Sales, support, transactions, broadcasts          |
| **Instagram** | Instagram DM and comment automation    | Social-first brands, influencer marketing         |
| **Web Chat**  | Embedded chat widget for your website  | Website visitors, lead capture, real-time support |

You can connect more than one channel, and more than one WhatsApp number. Each connection is a separate channel with its own settings.

## Where conversations land

WhatsApp and Instagram conversations arrive in the shared [Inbox](/conversations/overview), tagged with a channel indicator so you can filter by channel.

Web Chat works differently. Those conversations stay in the Web Agent's chat logs, and appear in the Inbox only after the visitor continues through a WhatsApp handoff.

## What differs between channels

Most of the product works the same everywhere: a Chat AI Agent can serve any channel, contacts are captured on all three, and conversations are assigned and resolved the same way. The differences that matter when you're choosing a channel:

| Capability                             | WhatsApp | Instagram | Web Chat |
| -------------------------------------- | :------: | :-------: | :------: |
| You can message first, without a reply |     ✓    |     —     |     —    |
| Broadcasts and template messages       |     ✓    |     —     |     —    |
| Comment automation                     |     —    |     ✓     |     —    |
| Payments, catalog, and bot flows       |     ✓    |     —     |     —    |
| 24-hour messaging window applies       |     ✓    |     ✓     |     —    |

The 24-hour messaging window is a Meta policy: free-form replies are allowed only within 24 hours of the customer's last message. On WhatsApp you can still send an approved template after that; on Instagram you cannot.

## Connect a channel

<Columns cols="2">
  <Card title="WhatsApp" href="/whatsapp/overview">
    Connect your number, migrate from the Business App, and set up templates, broadcasts, and payments.
  </Card>

  <Card title="Instagram" href="/instagram/overview">
    Connect a professional account to handle DMs and automate comment replies.
  </Card>

  <Card title="Web Chat" href="/web-chat/overview">
    Embed a chat widget on your website and hand visitors off to WhatsApp.
  </Card>
</Columns>

## FAQs

<AccordionGroup>
  <Accordion title="Can I connect multiple WhatsApp numbers?">
    Yes, up to your plan's channel limit. Each number appears as a separate connection in the Channels section. Additional channels can be added as add-ons on Essential and Advanced plans.
  </Accordion>

  <Accordion title="Can one Chat AI Agent handle all three channels?">
    No. Each Chat AI Agent is created for one channel, so you need a separate agent for WhatsApp, Instagram, and Web Chat. Copy the Role, Goal, and Instructions so they behave the same. Session timeout and handoff still differ by channel — see [Chat AI Agent Channel Behaviour](/ai-agents-and-bots/chat-ai-agent/channel-behaviour).
  </Accordion>

  <Accordion title="Can customers switch between channels mid-conversation?">
    Not automatically. Each conversation is tied to one channel. You can send a Web Chat visitor to WhatsApp using the handoff on the agent's **Web Widget** tab.
  </Accordion>
</AccordionGroup>

## Related Articles

* [Concepts](/concepts) — how channels relate to contacts, conversations, and teams
* [Omnichannel Inbox](/conversations/omnichannel-inbox) — managing all channels from one inbox
* [Chat AI Agent Channel Behaviour](/ai-agents-and-bots/chat-ai-agent/channel-behaviour) — how agents behave differently per channel