Messages: Messenger, Instagram and WhatsApp
Two paid apps bring your customer chats into Kartlo. Messenger and Instagram DMs connects your Facebook Page and the Instagram professional account linked to it. WhatsApp Business connects your own WhatsApp number. Take one or both from Kartlo Apps; the Messages window shows every chat from the apps you have.
What you get#
| Feature | Messenger and Instagram DMs | WhatsApp Business |
|---|---|---|
| One inbox in Kartlo and on your phone | Yes | Yes |
| Chat linked to the customer and their orders | Yes, link a chat to a customer once | Yes, matched by phone number |
| Reply with a product card or an order link | Yes | Yes, as a link with a preview |
| Order confirmed, shipped and delivered updates | No | Yes, to shoppers who tick the box at checkout |
| Templates after 24 hours | No | Yes, approved by Meta |
| Phone notification for new messages | Yes | Yes |
Open Messages#
Open Messages from your desk. Chats are newest first; Unread shows only chats with new messages and you can filter by channel or search a name, number or message. Pick a chat to read it and reply at the bottom.
Who sees Messages is set in SettingsRoles under Customer messages: view to read, create to reply, edit to link a chat to a customer.
The 24-hour reply window#
Meta lets a business reply freely for 24 hours after the customer last wrote. The reply box shows how many hours are left. After that:
- WhatsApp: only an approved template can be sent. Kartlo shows the template picker instead of the text box.
- Messenger and Instagram: the customer has to write again before you can reply.