Automation & channels
Connect WhatsApp and Instagram
Put the same agent on your WhatsApp number and Instagram DMs, and moderate comments.
5 min read · Updated 2026-09-26
What the agent does on messaging channels
WhatsApp and Instagram are in early access. Connecting works as described below, but expect rough edges while we verify the channels with live traffic; tell us what you hit and we will fix it fast.
On WhatsApp and Instagram the agent answers questions from your Knowledge Base, searches and recommends products, tracks orders and hands off to a human. It cannot add to a cart there, because the cart lives on your storefront; it sends product links instead.
- Open Settings → Channels → WhatsApp. You need to be an admin.
- Click Connect with Meta. Meta's embedded signup walks you through picking or creating a WhatsApp Business account and phone number.
- Back in Aurevia the connection appears in the list. Send a test message to the number and watch it in Live Activity.
Good to know
- Meta's 24-hour messaging window applies. If a shopper hasn't written in 24 hours, your reply from the dashboard will be refused with a clear reason.
- Open Settings → Channels → Instagram and click Connect with Instagram.
- Sign in with the Instagram professional account you want to connect and approve the permissions.
- DMs to that account now route to the agent and show up in Live Activity.
Instagram comments
Leads → Comments lists comments on your posts, categorised as question, complaint, spam, praise or other, each with a suggested reply. You can reply publicly, dismiss, hide or delete.
- Turn on Auto-reply to let the agent answer plain product questions it can fully ground in your catalog and knowledge.
- Turn on Auto-hide spam to hide comments the agent classifies as spam. Nothing is ever deleted automatically.