Connecting Channels

JackAI Nexus supports four messaging channels, allowing you to engage customers wherever they prefer to communicate. This guide covers how to integrate each channel and understand key features like the 24-hour messaging window and WhatsApp templates.

Overview: Supported Channels

Nexus unifies conversations from these four channels:

You can connect multiple channels to a single Nexus organization. Conversations are automatically organized by platform in your inbox.

Setting Up an Integration

Each channel is added as an Integration in Nexus. The basic process is similar for all:

1. Go to Integrations in the sidebar
2. Click + Add Integration
3. Select your channel (WhatsApp, Messenger, Instagram, or Web Chat)
4. Follow the channel-specific setup steps (see sections below)
5. Authenticate with your account credentials
6. Enable the integration to start receiving conversations

Once active, you'll immediately begin receiving conversations from that channel.

WhatsApp Integration

WhatsApp is one of the most popular channels for customer engagement. Nexus supports two WhatsApp options: WhatsApp Cloud API (official) and WhatsApp Direct (our simplified unofficial service).

Which WhatsApp Option Should I Choose?

Not sure which option is right for you? Here's a quick comparison:

Choose Cloud API if:

• You're an established business with a Meta Business Account
• You want official Meta support and security
• You need to send templated messages (promotions, reminders, receipts)
• You operate globally and need compliance

Choose WhatsApp Direct if:

• You want faster setup without Meta verification
• You don't need template features
• You prefer flexibility without 24-hour window restrictions
• You're testing or starting out

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Option 1: WhatsApp Cloud API (Official)

🎬 Watch the setup tutorial on YouTube ↗ (3 min, Arabic)

The official Meta API for WhatsApp Business Account messaging.

When to use:

• You want official Meta support and security
• You need WhatsApp templates for mass messaging
• You want a 24-hour messaging window enforced (industry standard)
• Your business operates globally

Requirements:

• A Meta Business Account
• A WhatsApp Business Account (WABA)
• Your WABA ID (your WhatsApp Business Account identifier)
• A phone number ID (the unique identifier linked to your WhatsApp phone number)
• An API access token from Meta (your authentication credential to connect WhatsApp to Nexus)

Setup steps:

1. In Integrations, select WhatsApp Cloud API
2. Enter your WABA ID — your WhatsApp Business Account identifier (found in Meta Business Manager under WhatsApp > API Setup)
3. Enter your Phone Number ID — the unique identifier for your WhatsApp phone number (also in Meta Business Manager)
4. Enter your API Access Token — your authentication credential for WhatsApp (generate this in Meta Business Manager under System Users)
5. Click Verify to test the connection
6. Click Save and your integration is active

Features:

• Send and receive messages
• Send media (images, videos, documents, audio)
• Use pre-approved WhatsApp templates for messaging outside the 24-hour window
• Support for dynamic variables in templates (personalized URLs, names, etc.)
• Enforces 24-hour messaging window (see "24-Hour Messaging Window" section below)

Option 2: WhatsApp Direct (Unofficial)

Our simplified unofficial WhatsApp service that doesn't require official Meta setup.

When to use:

• You want faster setup without Meta Business Account registration
• You don't need official Meta support
• You prefer a more flexible setup process
• You don't need the 24-hour window restriction (useful for broadcast messaging)

Requirements:

• Your WhatsApp Direct Server URL (provided by your Nexus account manager)
• Admin token for authentication

Setup steps:

1. In Integrations, select WhatsApp Direct
2. Enter your Server URL — the secure address provided for your account
3. Enter your Admin Token — your authentication credential (acts like a password for Nexus to access the service)
4. Click Verify to test the connection
5. Click Save and your integration is active

Features:

• Send and receive messages
• Send media (images, videos, documents, audio)
• No 24-hour messaging window restriction
• No template requirement for messaging
• More flexible but unofficial (not directly supported by Meta)

Note: WhatsApp Direct does not enforce the 24-hour messaging window, so you can reply anytime. However, this is an unofficial service and may carry different terms than the official API.

Facebook Messenger Integration

🎬 Watch the setup tutorial on YouTube ↗ (Arabic)

Integrate your Facebook Page to receive and reply to customer messages on Messenger.

Requirements:

• A Facebook Page (for your business)
• A Facebook App (create one in Meta Developers)
• App ID and App Secret from your Meta App
• A Page Access Token

Setup steps:

1. In Integrations, select Facebook Messenger
2. You'll be prompted to authorize Nexus with Facebook
3. Choose which Facebook Page to connect
4. Review the permissions (Messaging, Page management)
5. Click Authorize and return to Nexus
6. Your integration is active

Features:

• Send and receive messages
• Send media (images, videos, documents)
• Automatic customer data sync (name, profile picture, phone if provided)
• 24-hour messaging window applies (see below)

Note: Messages sent outside the 24-hour window will be tagged as promotional and won't trigger customer notifications unless you use Message Tags (requires additional Meta setup).

Instagram Direct Messages Integration

🎬 Watch the setup tutorial on YouTube ↗ (Arabic)

Connect your Instagram Professional Account to receive and manage customer DMs.

Requirements:

• An Instagram Professional Account
• A Facebook Page (Instagram must be connected to a Page)
• Same Facebook App as Messenger (you can use the same credentials)
• Page Access Token with Instagram permissions

Setup steps:

1. In Integrations, select Instagram DMs
2. You'll be prompted to authorize with Facebook (same as Messenger setup)
3. Choose your Facebook Page and authorize
4. Your Instagram account will be automatically linked
5. Your integration is active

Features:

• Send and receive direct messages
• Send media (images, videos, documents)
• Customer profile data (name, profile picture)
• 24-hour messaging window applies (see below)

Note: Instagram DMs follow the same 24-hour window rules as Messenger. You can also link customers' phone numbers to follow up via WhatsApp.

Web Chat Integration

Embed a chat widget on your website to let visitors start conversations directly.

Setup steps:

1. In Integrations, select Web Chat
2. Nexus generates an embed code automatically
3. Copy the code snippet provided
4. Paste it into your website's HTML (usually before the closing </body> tag, or ask your web developer to add it)
5. Verify the widget appears on your website
6. Your integration is active

Features:

• Embedded chat widget on your website
• AI-powered responses (no manual agent reply in the widget)
• Customers can optionally provide their phone number or email
• Once they provide a phone number, they can follow up via WhatsApp
• No 24-hour messaging window restriction (web chat unlimited)
• Mobile-responsive widget

Widget customization: The embedded widget respects your Nexus organization's branding:

• Your organization logo appears in the chat header
• Color theme matches your dashboard theme (light/dark)
• Default greeting message can be customized in AI Assistants settings

Limitations:

• Agents cannot reply directly within the web chat widget (AI only). The widget is powered by AI responses only — your team cannot send manual replies through the chat widget itself.
• If a customer needs human help, they have two options:
  • If you've set up WhatsApp and the customer has provided their phone number: They're offered a "Continue via WhatsApp" button to start a WhatsApp conversation with your team.
  • If neither condition is met: The customer will need to contact you through another channel (WhatsApp directly, email, phone, etc.)

Managing Your Integrations

Once you've added integrations, you can view and manage them from the Integrations page.

For each integration, you can:

Common actions:

• If you see an Error status, check your credentials and re-verify the connection
• Pause integrations you want to temporarily disable without deleting them
• Use View Activity to troubleshoot — if there's no recent activity, check that the integration is Active

Understanding the 24-Hour Messaging Window

The 24-hour messaging window is an industry-standard rule enforced by WhatsApp Cloud API, Facebook Messenger, and Instagram. Here's what you need to know:

Note: This section is the complete guide to the 24-hour messaging window. Other sections in this documentation reference this section for details.

What is the 24-Hour Window?

After a customer sends a message, you have 24 hours to reply. Your AI can respond anytime during this window. Outside the window, you cannot send free-form messages.

Example:

• Customer messages you on WhatsApp at 3 PM Monday
• You have until 3 PM Tuesday to reply
• After 3 PM Tuesday, the window closes

Channels That Enforce It

Outside the 24-Hour Window

Once the window closes, Nexus will show you a banner indicating the window has expired. Your options depend on the channel:

WhatsApp Cloud API:

• You can send a pre-approved WhatsApp Template (see "WhatsApp Templates" section below)
• You can follow up via WhatsApp if the customer's window hasn't closed yet

Messenger & Instagram:

• Templates with Message Tags can be sent (requires Meta setup)
• Alternatively, follow up via WhatsApp if you have the customer's phone number

Web Chat:

• No window restriction — you can reply or follow up anytime
• But you can offer a "Continue via WhatsApp" button to move the conversation there

Window Indicators in Nexus

When viewing a conversation:

• Green indicator — Window is open; you can reply with free-form messages
• Yellow warning — Window closing soon (within 2 hours)
• Red closed indicator — Window has closed; only templates or WhatsApp follow-up available

WhatsApp Templates

Pre-approved templates allow you to send messages outside the 24-hour window on WhatsApp Cloud API.

What Are Templates?

Templates are pre-written, Meta-approved message formats that include:

• Fixed text (your message body)
• Dynamic variables (personalized content like customer name or order ID)
• Rich media (optional image, video, or document header)
• Interactive buttons (optional call-to-action, phone, or quick reply buttons)

Example template:

Hi {{1}},
Your order {{2}} is ready for pickup.
[Image of product]
[Button: Track Order] [Button: Call Us]

When sent, it becomes:

Hi John,
Your order #12345 is ready for pickup.
[Image of product]
[Button: Track Order] [Button: Call Us]

Template Types & Headers

Templates support different header types to make messages more engaging:

Setting Up & Sending Templates

1. Create templates in your Meta Business Manager (WhatsApp menu → Templates)
2. Meta reviews and approves them (typically within a few hours)
3. In Nexus, go to a conversation with an expired window
4. Click Send Template button
5. Select your template from the dropdown
6. Fill in any dynamic variables (personalization fields)
7. Review the preview
8. Click Send

Your customer will receive the template as an official WhatsApp message.

Template Best Practices

• Keep templates simple — clear, concise messages perform better
• Use personalization — Dynamic variables (name, order ID, date) make messages feel personal
• Test before approving — Send test templates to yourself before going live
• Use buttons strategically — Include call-to-action buttons where relevant (Schedule, Track, Call, etc.)
• Follow WhatsApp guidelines — Avoid spam-like language; Meta rejects suspicious templates

Monitoring Integration Health

Nexus automatically monitors your integrations:

Healthy integration indicators:

• Status shows Active
• Last Activity timestamp is recent (within the last few hours/minutes)
• Test connection succeeds
• Conversations are flowing into your inbox

Signs of trouble:

• Status shows Error
• Last Activity is stale (no updates in several hours)
• Test connection fails
• No new conversations arriving despite traffic

If an integration fails:

1. Go to the integration page
2. Check the error message (usually indicates credential expiry or API issue)
3. Click Edit and verify your credentials are correct and up-to-date
4. Click Test Connection to verify
5. If still failing, contact Meta support (for official APIs) or Nexus support for WhatsApp Direct

Next Steps

With your channels connected, you're ready to:

• Configure Your AI Assistant — Set up AI responses and upload knowledge base for smarter messaging
• Manage Conversations — View conversations, reply, and escalate to team members
• Manage Leads — Score leads and organize your customer pipeline

For troubleshooting, see FAQ & Troubleshooting.