Converla Help Center
Converla Help Center
Plain-language answers for teams connecting WhatsApp and other channels into one inbox — plus pricing, AI, commerce, and security.
Getting started
6 articles-
What is Converla? Unified inbox for WhatsApp and channels
Converla is a customer messaging platform built for teams. Messages from WhatsApp, Messenger, Instagram, Telegram, Web Chat, and SMS land in one shared inbox so everyone works from the same history. You connect the chann...
-
Create a Converla account and connect your first channel
You can be productive quickly: create a workspace, pick a paid plan, connect a channel, and start answering. Click Start now and create your account. Verify your email and finish onboarding. Choose Starter, Growth, or Sc...
-
Converla go-live checklist: plan, channels, team
After signup, work through this list: Choose the paid plan that matches volume and seats. In Integrations, connect at least one channel from WhatsApp, Messenger, Instagram, Telegram, Web Chat, and SMS. Invite agents and...
-
Choose the right Converla plan — Starter, Growth, Scale
Pick a plan based on how many messages you handle, how many agent seats you need, which channels you use, and whether you want AI support or WooCommerce cards. Check the live pricing cards on the homepage, then click Sta...
-
Invite your Converla team and set agent roles
Open team settings, invite people by email, and assign roles so inbox access stays limited to who needs it. Owners typically manage billing and Integrations. Agents focus on answering WhatsApp, Messenger, Instagram, Tele...
-
Converla brand workspaces and separate customer data
Each brand workspace keeps its own inbox, contacts, knowledge, and channel connections. Help answers and AI replies stay inside the active brand — so one company can run multiple brands without mixing customer data.
WhatsApp & Meta
5 articles-
Connect WhatsApp Business to Converla — Integrations steps
You connect your WhatsApp Business number so customer messages appear in your team Inbox in one place. Setup uses Meta’s official connection (sometimes called Cloud API) — not unofficial WhatsApp apps. Go to Integrations...
-
WhatsApp templates and the 24-hour messaging window in Converla
After a customer messages you, you usually have a 24-hour window to reply freely. Outside that window, WhatsApp requires an approved message template. Create and submit templates in Meta, then send them from Converla whe...
-
How WhatsApp messages reach the Converla inbox
When WhatsApp is connected, Meta sends new messages to Converla automatically (this delivery link is sometimes called a webhook). You normally do not need to configure it by hand during the guided setup. If inbound messa...
-
Connect a WhatsApp Business phone number to Converla
Your WhatsApp Business account in Meta holds the phone number customers message. Each production number should point to one live inbox. When you move to Converla, connect that number under Integrations → WhatsApp, then c...
-
Prepare Meta Business before connecting WhatsApp, Instagram, Messenger
WhatsApp Business, Instagram DM, and Facebook Messenger all rely on a healthy Meta Business setup (Business Manager, pages, and permissions). Finish Meta business verification early when Meta asks for it — delays there o...
Channels
7 articles-
Converla channels in one unified inbox
Converla brings together WhatsApp, Messenger, Instagram, Telegram, Web Chat, and SMS in one team inbox. Exact options depend on your paid plan and what the platform has enabled. Customers often switch between Instagram a...
-
Instagram DMs in the Converla unified inbox
Link your Instagram professional account from Integrations (Meta). Instagram DMs appear beside WhatsApp with the same assignment tools — and AI handoff on eligible plans.
-
Facebook Messenger chats in the Converla inbox
Connect a Facebook Page under Integrations to receive Messenger chats in Converla. Agents see a channel badge so they always know whether they are on Messenger or WhatsApp.
-
Set up a Telegram bot channel in Converla
When Telegram is enabled on your plan, create a bot with BotFather, paste the bot token under Integrations, and receive chats alongside WhatsApp, Messenger, Instagram, Telegram, Web Chat, and SMS.
-
SMS channel for Converla customer conversations
When SMS is enabled, set up your sender details and compliance rules, then reply from the unified inbox next to WhatsApp and web chat.
-
Website chat widget for Converla sales and support
The website widget powers Help, homepage suggestions, and live chat. Protect it with your widget token and an allowed-domains list so only your sites can load it.
-
Which channels are available on my Converla plan?
Enabled channels currently include WhatsApp, Messenger, Instagram, Telegram, Web Chat, and SMS. If a channel you expect is missing, check your plan limits and whether that channel is enabled for the platform.
Inbox & team
6 articles-
Unified team inbox in Converla for all channels
Agents open one queue for WhatsApp, Messenger, Instagram, Telegram, Web Chat, and SMS. You get assignment, channel badges, search, and — on eligible plans — AI handoff with full history.
-
Assign and transfer conversations in Converla
Assign VIP or billing questions to the right teammate across WhatsApp, Messenger, Instagram, Telegram, Web Chat, and SMS. Transfers keep notes and history so the customer does not repeat themselves.
-
Search and filter conversations in the Converla inbox
Filter by channel, open or closed status, and assignee. Search contact names and recent message text when you need a thread fast.
-
Agent presence and workload in Converla
Presence and assignment views help supervisors avoid overloading one agent during busy WhatsApp periods.
-
Business hours and after-hours replies in Converla
Set business hours per brand. Outside hours, use a flow or saved reply to acknowledge WhatsApp and web chat messages so customers know you will follow up.
-
Saved replies and quick answers in Converla
Create saved replies for pricing, shipping, and other frequent questions so humans (and AI on eligible plans) stay consistent.
AI & automation
6 articles-
AI replies with human handoff in Converla
AI is assistive and available on eligible plans. When a visitor needs a person, escalate to the shared inbox with the full conversation preserved.
-
Train the Converla knowledge base for Help and AI
Under Knowledge, add Manual or FAQ sources. Keep answers factual — prices, policies, and how customers reach you on WhatsApp.
-
Converla AI features by plan
Not every package includes AI by default. Check the live pricing cards, then enable AI only where your plan and brand settings allow.
-
Flow builder and campaigns in Converla
Use the visual flow builder for welcome sequences and handoff paths. Campaigns support outbound messages on Growth- and Scale-style packages, always within Meta messaging rules.
-
Automation best practices for Converla WhatsApp
Launch one WhatsApp welcome flow and a clear path to a human before you add complex branches. Simple automation that works beats a large flow that confuses customers.
-
How Converla AI stays grounded in your knowledge
When AI answers, Converla pulls the most relevant knowledge into the reply (sometimes called grounding or RAG). Keep Help and Manual sources clean so WhatsApp and web chat answers stay trustworthy.
Commerce
5 articles-
WooCommerce product cards inside Converla chats
Connect WooCommerce, sync products, and share product cards on WhatsApp, Instagram, Messenger, or web chat where your plan allows.
-
Connect a WooCommerce store to Converla
From Integrations (commerce / store section), add your store URL and API keys, run a test sync, then confirm products appear for agents and AI.
-
Sync WooCommerce products, stock, and prices to Converla
Run a sync after catalog changes. Out-of-date stock is worse than no card — verify sync health before busy campaigns.
-
Commerce catalog vs Help articles in Converla
Commerce feeds product cards and product-aware answers. Help articles are curated Manual/FAQ content for the Help tab and public Help pages. Keep both accurate for their job.
-
Answer order and shipping questions in Converla
AI can explain policies from knowledge. Payment issues and account-specific order changes should go to a human in the inbox.
Pricing & plans
5 articles-
Converla pricing plans: Starter, Growth, and Scale
Create an account, then choose a paid package that fits your team. Plans differ by volume, channels, seats, AI, and commerce. Check the live pricing cards on the homepage, then click Start now.
-
How Converla paid plans work (Starter, Growth, Scale)
Converla is built for teams ready to run real channels on a paid plan (Starter, Growth, or Scale). While you evaluate, use this Help Center and on-site chat — then click Start now to connect WhatsApp Business and your ot...
-
Understand Converla plan limits and upgrades
When you approach package limits, upgrade from Billing. Limits protect platform stability for everyone sending and receiving WhatsApp traffic.
-
Agent seats and team capacity on Converla plans
Each plan includes seat capacity for human agents who answer WhatsApp, Messenger, Instagram, Telegram, Web Chat, and SMS. Invite only teammates who need inbox access.
-
Billing, invoices, and receipts in Converla
Owners open Billing in Admin for history and invoices. Keep company details accurate for tax receipts.
Security & privacy
5 articles-
Security, privacy, and customer data in Converla
Each brand’s data stays isolated. Admin access requires login, forms are protected against common web attacks, and channel tokens are handled carefully. Read the Privacy Policy and Data Deletion pages in the site footer...
-
Converla privacy policy overview for customers
The public Privacy Policy explains how personal data is processed. Share it with customers who ask how conversations are stored.
-
Request data deletion from Converla
Use the Data Deletion process linked in the footer. Brand admins should also remove contacts when the law requires it.
-
Access control and admin roles in Converla
Use roles so only trusted admins manage Meta connections under Integrations and change billing.
-
Widget tokens and allowed domains in Converla
Widgets are limited by token and allowed domains. Rotate the token if a domain is compromised.
Troubleshooting
5 articles-
Fix WhatsApp connection problems in Converla
Under Integrations → WhatsApp, confirm the number is connected and healthy. Check Meta Business Suite for verification or quality warnings. Send a test from a known phone before changing unrelated settings.
-
Fix website widget problems in Converla
Confirm the embed snippet, widget token, allowed domains, and that knowledge is ready. Hard-refresh the page after publishing widget updates.
-
Fix empty or wrong AI answers in Converla
Make sure knowledge sources are ready with Manual/FAQ content and that AI is enabled on your plan. After editing Help articles, wait for sync (or re-sync) before testing again.
-
Find missing conversations in the Converla inbox
Check channel and assignee filters first. Confirm the channel is still enabled for your workspace (WhatsApp, Messenger, Instagram, Telegram, Web Chat, and SMS).
-
Contact Converla support and Help Center chat
Search this Help Center first, then use on-site web chat. When reporting an issue, include your workspace domain and which channel is affected.