Dolphy DocsConnect customer channels
Each channel can use the same agent behaviour and knowledge base, while transport and platform permissions differ. Validating web first makes it easier to separate knowledge or persona issues from connection issues.
Web
The web widget needs a public site key and an allowed origin. See Widget setup for installation and troubleshooting. Web is the most direct place to display rich components such as cards and structured request forms.
WhatsApp setup uses a Meta business asset, a phone number and the required permissions. Incoming messages arrive through signed webhooks after the connection is complete. Business-initiated messages remain subject to Meta's template and conversation-window rules; the panel cannot bypass a restriction imposed by the platform.
If the customer has not written in the last 24 hours, a reply cannot be sent. To send outside that window you must select an approved template in the panel. This option is off by default, and when a template is selected every message is billed separately by Meta. Instagram and Messenger have no equivalent to this window.
Instagram and Messenger
An Instagram professional account or Facebook Page must be connected to the appropriate Meta asset. Once page selection and authorisation are complete, webhook events are routed to the correct business workspace. Removing a permission can require authorisation again.
Messenger is opened through the same Facebook connection and covers messaging only; comments and ad messages are out of scope.
Approvals on Meta's side
These channels open through Meta's approvals, not through code alone. Business verification, moving the app to live mode, a separate review per permission with screen recordings, and provider status are all required. This follows Meta's own timetable and cannot complete before you apply. If the connect button does not appear in the panel, the missing piece is Meta configuration, not Dolphy.
Release check
Send an external test message to each channel. Confirm that it appears with the correct channel badge, the answer returns to the same conversation and any request is linked to the contact. A healthy channel cannot compensate for an empty knowledge base, so verify transport and knowledge separately.
Shared knowledge, adapted presentation
Dolphy does not maintain copied answer stores for each channel. It searches shared knowledge and adapts the result to the text, card and interaction formats the channel supports.