Prepare and use your messaging channels

Before connection

What to prepare	Information to provide
Selected accounts	Channel names and addresses or IDs, and the account administrator
Existing support	Current support tools, whether staff will keep using the original app, and history to retain
Support materials	Approved services, prices, opening hours, booking rules and FAQ answers
Staff support	Inquiries staff will take over, owners and hours, and a backup telephone number or support link

An account administrator must participate when approval is required. Share passwords and credentials through the secure route your connection contact provides, rather than a group chat.

Account connection, AI replies, staff replies and booking notifications each need their own setup and checks. Agree on the features you will use and when to switch from existing support tools.

KakaoTalk

Prepare

Provide administrator access to your Kakao Channel and connected chatbot. Tell your contact about existing bots and support tools. Photo consultations also require the secure image-transfer feature.

While using the channel

The chatbot replies to customer inquiries with text. This connection does not provide later business-initiated contact or outbound photos.
Photos pasted into ordinary chat do not reach the chatbot. Receive them through the configured secure image-transfer feature.
Staff continue in Kakao Channel Manager's 1:1 chat or the agreed separate 상담톡 route. Typing a staff reply in Laney's inbox alone does not deliver it to KakaoTalk.
Alimtalk and brand messages require separate preparation.

Provide administrator access to your LINE Official Account and Messaging API channel. LINE Login alone cannot receive customer inquiries. Identify existing automatic replies or bots and your monthly messaging plan.

While using the channel

Immediate replies and later push messages have different usage rules. A delayed or failed immediate reply can fall back to push.
Staff images also use push, so monitor message usage.
Push eligibility depends on friendship status and recent inquiries. A successful send request can still fail to reach a customer who blocked the account.
Inbound paths cover images, audio, video and files. Stickers create a receipt marker rather than interpreted content. Receiving a file does not mean you can send the same format back.

Instagram

Prepare

Provide your Instagram professional account and linked Facebook Page. Laney's current method requires administration and messaging access for both. Sharing only the advertising account does not connect DMs.

While using the channel

Reply to DMs started by customers. Connection does not enable cold first DMs or comment-triggered automatic DMs.
Use 24 hours from the customer's last message as your ordinary response limit. Staff replies from Laney do not automatically extend it.
Meta provides exceptions for certain ad-entry conversations and approved human support. Do not apply an exception until your contact confirms it for the account.
Image replies are supported. Shared posts and some attachments are not always delivered as original files. Personal accounts and group DMs are outside the current connection scope.

Facebook Messenger

Prepare

Provide the Facebook Page receiving inquiries and an administrator with messaging access. Personal profiles and advertising accounts cannot replace a Page connection. Identify existing support tools.

While using the channel

Use 24 hours from the customer's last message as your ordinary response limit. Check staff replies against the same baseline.
Certain ad-entry and approved human-support exceptions need separate confirmation. Laney's ordinary replies do not automatically apply extended windows.
Text and image replies are supported. Do not assume the same support for outbound PDF, audio or video attachments.
Informational notifications after the response window require separate checks of Page eligibility and approved templates. This does not also authorize general promotional sends.

Prepare

Identify the phone number, its owner and a contact who can complete SMS or voice verification. Explain whether it currently uses personal WhatsApp, the Business app or another API service.

First confirm whether to migrate the existing number, use a new number or retain the Business app alongside the API. Do not delete the existing app account or migrate the number before confirming the method and backup.

While using the channel

Free-form API replies use a 24-hour window after the customer's last message. Later sends require approved message templates.
Business-initiated contact requires appropriate opt-in. Stop sending when a customer opts out or blocks contact.
Laney supports text and image replies and separately approved templates. Inbound paths also cover customer images, audio, video, documents and stickers. Receiving a format and sending that format as a staff attachment are separate features.
Meta offers eligible Business app and API coexistence. Laney support for the specific number, history import and app-sent reply synchronization needs individual confirmation.
Staff replies from the Business app do not open or extend the API's 24-hour response window.

WeChat

Prepare

Provide a WeChat Official Account with Customer Service API access and its administrator. Personal WeChat and WeCom are outside the current connection scope.

The current connection requires plaintext server-message mode and does not support encrypted mode. Check your organization's security requirements before proceeding with your contact.

While using the channel

Laney currently uses the Official Account's 48-hour customer-service path. Confirm message-count limits and action-specific conditions for that account before connection.
Text and photo reception, text replies and staff image messages have supported paths.
Voice messages with a supplied recognition result arrive as text. Other voice messages and video can leave only a receipt marker. Ask customers to repeat necessary information as text.
Out-of-window booking notifications and template sends are outside the current connection scope.

After connection

Send an inquiry from a test customer account and check that it reaches the correct Laney inbox.
Send a reply and verify arrival in the customer's actual chat. An inbox bubble alone does not prove delivery.
Check each photo and file format needed for consultations. Offer another route when only a receipt marker is available.
Confirm the staff support route and the rules for pausing and resuming AI.
If booking notifications are enabled, verify booking receipt and notification delivery separately.

Assign an owner to each conversation when staff use Laney alongside the original app. A reply from the original app does not necessarily update Laney's assignment or AI state. Previous conversations and contacts are not automatically imported in full. Retain necessary records in the existing system.

If a message does not arrive

Tell your connection contact before repeatedly resending. Include the channel, sending time, last customer-message time and error details. For urgent replies, use the permitted staff support route or agreed backup telephone number.

Recheck reception and replies after changes to administrators, credentials, phone numbers or existing support tools. Monitor monthly usage and your messaging plan regularly.

Official policies and scope

This guide reflects Laney support reviewed on October 22, 2026. Provider policies and account eligibility can affect available features. WeChat's latest message-count limits remain unverified and require confirmation before activation.

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