Papo (https://papo.global/) integrates WhatsApp, Instagram, Facebook, Telegram, SMS, email, website chat (WebChat), LINE and voice in a single inbox. Instead of using several apps, your team handles every channel from the same panel, with a visual CRM, AI and reports.
Overview of the integrated channels
| Channel | What comes into Papo | Common use |
|---|---|---|
| Conversations and voice calls | Sales, support, scheduling and automation | |
| Direct messages and comment automation | Lead service and responding to interactions | |
| Messenger messages | Support and campaigns | |
| Telegram | Conversations | Alternative and international support |
| SMS | Text messages | Confirmations, reminders and notices |
| Business email inbox | Quotes, formal support and follow-up | |
| Website chat (WebChat) | Chat widget on your website | Lead capture and real-time questions |
| LINE | Conversations | Support in markets that use LINE |
| Voice | Calls with conversation context | Follow-up and voice support |
How to centralize channels in Papo
Centralization starts with adding inboxes. Each connected channel becomes an independent inbox, and every conversation lands in the same service queue.
- Create your account and access the panel.
- Go to Settings → Inboxes → Add inbox.
- Choose the channel you want: WhatsApp, website, email, Telegram, Facebook, Instagram, SMS, LINE or voice, as available in your installation.
- Follow the channel form and assign the agents who will handle that inbox.
- Repeat the process for every channel that makes sense for your operation.
For WhatsApp, the recommended connection is through Meta's official API. Once the channels are connected, the team can switch between them using the inbox filter on the Conversations screen. You can also keep the overview with all conversations at the same time.
When this integration makes sense
A multichannel operation in Papo is useful when:
- your team handles WhatsApp, Instagram and email in different tabs or apps;
- leads arrive through your website and need a fast response;
- you want a single history, set of tags and priorities per customer, regardless of the channel;
- AI needs to support service to reply, qualify and schedule without switching tools;
- managers need to measure volume and response time by channel and by agent.
You don't have to connect every channel at once. Papo lets you start, for example, with just the website chat and email, and add WhatsApp or Instagram later, without starting the operation over.
Frequently asked questions
Does Papo integrate WhatsApp and Instagram in the same place?
Yes. WhatsApp, Instagram, Facebook, Telegram, SMS, email, website chat, LINE and voice can all be in the same single inbox.
Do I need to connect all channels to use Papo?
No. You can start with a single channel, such as the website chat or email, and add the others as your operation grows.
How do I see conversations from just one channel?
On the Conversations screen, use the inbox filter and select the channel you want, such as WhatsApp, Instagram or email. To return to the overview, clear the filter or select "All".
Does the AI work on any connected channel?
AI is at the center of multichannel service and can support replies, qualification and transfer to human agents. Enabling and adjusting flows for each channel is done in the panel, according to your operation.
Does Papo support voice calls?
Yes. The platform has voice features, including calls with the conversation context, for voice support and follow-up.
Can I add a new channel later?
Yes. Just go to Settings → Inboxes → Add inbox and follow the channel form. The history and the team stay centralized.
Read also
- How to manage and monitor the status of all your channel connections in Papo
- How to set specific service hours per inbox
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