Automation & channels
Connect WhatsApp and Instagram
Put the same agent on your WhatsApp number and Instagram DMs, and moderate comments.
5 min read · Updated 2026-09-26
What the agent does on messaging channels
On WhatsApp and Instagram the agent answers questions from your Knowledge Base, searches and recommends products, tracks orders and hands off to a human. It cannot add to a cart there, because the cart lives on your storefront; it sends product links instead.
- Open Settings → Channels → WhatsApp. You need to be an admin.
- Click Connect with Meta. Meta's embedded signup walks you through picking or creating a WhatsApp Business account and phone number.
- Back in Aurevia the connection appears in the list. Send a test message to the number and watch it in Live Activity.
Good to know
- Meta's 24-hour messaging window applies. If a shopper hasn't written in 24 hours, your reply from the dashboard will be refused with a clear reason.
- Open Settings → Channels → Instagram and click Connect with Instagram.
- Sign in with the Instagram professional account you want to connect and approve the permissions.
- DMs to that account now route to the agent and show up in Live Activity.
Instagram comments
Leads → Comments lists comments on your posts, categorised as question, complaint, spam, praise or other, each with a suggested reply. You can reply publicly, dismiss, hide or delete.
- Turn on Auto-reply to let the agent answer plain product questions it can fully ground in your catalog and knowledge.
- Turn on Auto-hide spam to hide comments the agent classifies as spam. Nothing is ever deleted automatically.