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AI inbound messaging Test AI inbound messaging Diagnose message reception and AI replies

Browse featuresAI inbound messaging

AI inbound messaging

From channel settings to response review. Shared actions with feature-specific inputs and evidence.

ExplanationVerified Oct 12, 2026Owner Laney Product

Task sequences

Diagnose message reception and AI replies
Test AI inbound messaging

Deliverable

AI inbound messaging

AI answers customer messages in web chat and connected messaging channels using Entity content, prompt templates and permitted tools.

Acceptance: Test message reception, languages, operating hours and answers for each messaging channel. Verify tool results and recorded staff handoffs.
Boundary: Handles customer-initiated text conversations. AI inbound calling handles incoming calls; AI outbound calling handles calls initiated by the organization. Template message delivery is separate.

Compare shared actions across features in the sequence catalog.

Products and options

AI inbound messaging: Included in the base product

Applicable preparation

Complete only the conditions that apply to your channels and tasks.

Instagram messaging account connection

Requirement

Instagram messaging account connection

Prepare the professional account, messaging permissions and Meta asset sharing required by the connection method.

Applies when: Receiving customer inquiries on Instagram.
Prepare: Prepare the professional account, messaging permissions and Meta asset sharing required by the connection method.
Completion check: Verify a test inquiry and reply in the matching external and Laney conversations.

Prepare an Instagram messaging account

Facebook Messenger Page connection

Requirement

Facebook Messenger Page connection

Prepare the Facebook Page and messaging permissions.

Applies when: Receiving Messenger inquiries or sending supported templates.
Prepare: Prepare the Facebook Page and messaging permissions.
Completion check: Verify reception and replies or supported delivery for that Page, not another Meta asset.

Prepare a Facebook Messenger Page

WhatsApp Business account connection

Requirement

WhatsApp Business account connection

Prepare the WhatsApp Business account, connected number and permissions.

Applies when: Receiving WhatsApp inquiries or sending template messages.
Prepare: Prepare the WhatsApp Business account, connected number and permissions.
Completion check: Match the WABA and number IDs and verify test reception or delivery. Check template approval separately.

Prepare a WhatsApp Business account

KakaoTalk channel connection

Requirement

KakaoTalk channel connection

Prepare the channel, its connected bot and channel administration permissions.

Applies when: Using AI inbound or staff conversations on a KakaoTalk channel.
Prepare: Prepare the channel, its connected bot and channel administration permissions.
Completion check: Verify test reception and replies for the intended organization. A BizMessage sender profile does not establish this inbound connection.

Prepare a KakaoTalk inbound channel

LINE Messaging API channel connection

Requirement

LINE Messaging API channel connection

Prepare the official account, its Messaging API channel and connection permissions.

Applies when: Receiving LINE inquiries or sending push messages.
Prepare: Prepare the official account, its Messaging API channel and connection permissions.
Completion check: Match the official account and channel ID and verify reception or push delivery. LINE Login alone is not sufficient.

Prepare a LINE Messaging API channel

WeChat official account connection

Requirement

WeChat official account connection

Prepare the official account, API access and connection configuration.

Applies when: Receiving customer inquiries on WeChat.
Prepare: Prepare the official account, API access and connection configuration.
Completion check: Verify test reception and replies within the capabilities of the selected account type.

Prepare a WeChat Official Account

Naver TalkTalk account connection

Requirement

Naver TalkTalk account connection

Prepare the TalkTalk account, administration permissions and messaging connection.

Applies when: Receiving customer inquiries on Naver TalkTalk.
Prepare: Prepare the TalkTalk account, administration permissions and messaging connection.
Completion check: Match the partner ID and verify reception and replies. This is separate from a Naver advertising account.

Prepare a Naver TalkTalk account

Entity content review

Requirement

Entity content review

Prepare reviewed facts, localized content and a reviewer for each Entity.

Applies when: Website pages or AI responses use Entity facts and descriptions.
Prepare: Prepare reviewed facts, localized content and a reviewer for each Entity.
Completion check: Confirm the reviewed content and date for each Entity. AI instructions require a separate prompt review.

Edit Entity content and translations

Prompt template review

Requirement

Prompt template review

Define the prompt or dashboard template, account scope and expected test responses.

Applies when: Applying or changing AI response instructions.
Prepare: Define the prompt or dashboard template, account scope and expected test responses.
Completion check: Test normal, unknown and staff-contact requests. A prompt does not grant data permissions.

Review AI after Entity or prompt changes

Staff handoff operating rules

Requirement

Staff handoff operating rules

Define the responsible staff, response hours and handoff conditions.

Applies when: Staff take over a conversation or perform follow-up contact.
Prepare: Define the responsible staff, response hours and handoff conditions.
Completion check: Verify the request reaches the responsible staff. A callback request is not a completed staff call.

Take over a conversation and return it to AI

Organization data access permissions

Requirement

Organization data access permissions

Define the actor, organization scope, resources and permitted operations.

Applies when: Staff or automation read or change organization data.
Prepare: Define the actor, organization scope, resources and permitted operations.
Completion check: Verify both allowed and denied operations. Prompts and active catalog items do not grant access.

Set organization and data permissions

Diagnose AI inbound phone problems

If calls do not connect, check the inbound number and activation first.

Test AI inbound messaging

Choose the connected messaging account and organization.

On this page

Task sequences Products and options Applicable preparation Instagram messaging account connection Facebook Messenger Page connection WhatsApp Business account connection KakaoTalk channel connection LINE Messaging API channel connection WeChat official account connection Naver TalkTalk account connection Entity content review Prompt template review Staff handoff operating rules Organization data access permissions