One queue, every channel
Email, web chat, Telegram, WhatsApp and the other channels arrive in the same inbox. Agents tell them apart by the channel icon, and each channel is bound to an inbox you choose.
WhatsApp Business API, Telegram and Email in One Shared Inbox
Connect WhatsApp through your Meta business account, then add Telegram, email, web chat, Messenger, Instagram, Viber and SMS. Every conversation lands in one shared inbox with one history per customer.
Why it matters
Meet customers where they already write
Set up by an admin, no code
Owners and admins connect each channel in Settings, Channels. Telegram needs a bot token, email goes through SendGrid, Resend or Postmark (which receive the incoming mail) or your own SMTP for sending only, and WhatsApp uses Connect with Meta.
Meta's rules, built in
WhatsApp allows free-text replies for twenty-four hours after the customer's last message and approved templates after that. Template approval status, and whether a message was sent, delivered or read, shows in RolChat.
Connect
Connect the WhatsApp Business API with Meta
In Settings, Channels, choose the WhatsApp Business API card and press Connect with Meta. You choose the Meta business account, then the WhatsApp Business Account, then the phone number, and RolChat registers the webhook for you. One phone number can be connected to one system only, so decide which number belongs to RolChat before you start.
Telegram, Facebook Messenger, Instagram DMs, Viber Business and SMS through Twilio sit in the same list of available channels, and LINE Official is there in beta. Each one is connected with your own credentials and answered from the same queue.
Unify
Email, web chat and forms in the same inbox
Email connects through SendGrid, Resend or Postmark, which receive the incoming mail for you, or through your own SMTP for sending only, with a test connection button. A reply to an agent's email joins the same conversation by its headers, and a reply within thirty days of resolution reopens it. Older replies start a new conversation, and bounces mark the message failed and notify the agent.
Every conversation shows the customer's details, previous chats, related tickets and open deals beside it, and an internal note stays inside the team. If the same customer writes on Telegram while a WhatsApp conversation is open, you get a second conversation, one per channel, which you can merge by hand.
What you get
Connect any channel
Email, messengers, SMS and web forms, one shared inbox.
WhatsApp Business API through Connect with Meta, with templates, their approval status, and sent, delivered and read states.
Telegram & Viber
Telegram through your own bot, and Viber Business.
Messenger & Instagram
Facebook Messenger and Instagram DMs in the same queue.
SendGrid, Resend or Postmark inbound, or your own SMTP for sending; threading by headers, attachments up to twenty-five megabytes.
SMS
Two-way SMS through Twilio, answered in the same queue.
Web forms
Lead and booking forms embedded inline, as a popup or as a link.
Social
Social messages answered next to email and chat.
Setup wizard
Owners and admins connect each channel per site in Settings, Channels.
An omnichannel messaging platform with the WhatsApp Business API
RolChat is an omnichannel communication platform: web chat, email, Telegram, WhatsApp, Facebook Messenger, Instagram, Viber, SMS and web forms flow into one shared inbox, so a WhatsApp team inbox is not a separate tool from your email. WhatsApp connects through Meta's WhatsApp Business Platform, which people usually call the WhatsApp Business API or the WhatsApp API for business, using your own Meta business account and phone number. Each channel is bound to an inbox you choose, and agents tell the channels apart by their icon.
The free WhatsApp Business app is a phone app for one small team. A WhatsApp business solution built on the API connects a number to software instead, so several agents can answer from one inbox with shared history, tags, routing rules and assignment. WhatsApp, Telegram, email and web chat messages from one customer stay together. That is the difference people look for when they compare the WhatsApp Business app with the API.
Read more
Templates are managed in Settings, Channels, WhatsApp, Templates, with a name, a category, a language and a body with numbered variables, and their approval status is synchronised from Meta. WhatsApp conversations auto-resolve after twenty hours, so that a reopen is still inside the window. Telegram connects with a bot token from BotFather, several bots can be connected, and photos, video, documents, voice messages and stickers come through. Web forms create leads, and booking forms create meetings.
Who can write first differs by channel: an agent can start an email or a live chat, WhatsApp only with an approved template, and Telegram not at all, because Telegram does not allow it. The live chat widget follows the visitor's browser language in forty languages and shows right-to-left layouts for Arabic and Hebrew. A delivery that fails signature verification is dropped and logged, and its source is rate-limited, so nothing unverified reaches the inbox. Charges for WhatsApp messages come from Meta, while RolChat's own plans are priced per company rather than per agent: email and Telegram are included from the Lite plan, and WhatsApp, SMS, Facebook, Instagram, Viber and LINE start with Standard.
Frequently asked questions
Which channels can I connect?
Web chat, email, Telegram, WhatsApp, Facebook Messenger, Instagram, Viber, SMS and web forms, plus LINE Official in beta. Email and Telegram come with every plan, while WhatsApp, SMS, Facebook, Instagram, Viber and LINE start with the Standard plan. Phone calls will follow: telephony is in development.
How does the WhatsApp Business API connection work?
Press Connect with Meta in Settings, Channels. You choose the business account, then the WhatsApp Business Account, then the phone number, and RolChat registers the webhook. Free-text replies work for twenty-four hours after the customer's last message, and after that you send an approved template.
Do all channels share one inbox?
Yes. Every channel flows into one inbox with shared history, tags, routing rules and assignment, and agents see the channel by its icon. If one customer writes on two channels, you get two conversations that you can merge by hand.
Which plan includes WhatsApp?
WhatsApp is included from the Standard plan, together with SMS, Facebook, Instagram, Viber and LINE, while Lite carries email and Telegram. RolChat plans are priced per company, not per agent, and you can try it free for thirty days. There is no free-forever plan. Charges for the messages themselves come from Meta, and our article on how they work is the place to read them.
Connect every channel
Bring WhatsApp, email, Telegram and the other channels into one inbox, and try it free for thirty days.