Social channels: Facebook, Instagram, WhatsApp

Don’t have a website? You can still use Quincer AI.

At signup we ask how you want to talk to customers. Pick Social channels only and the onboarding wizard skips the website / Shopify / chat-bubble steps entirely. You enter a business name, we drop you on Integrations to connect a Facebook Page, Instagram, or WhatsApp number, and you’re live.

Because there’s no website to crawl for product knowledge, we recommend running the Knowledge wizard next — ten short questions that build a baseline knowledge base for the AI to answer DMs from. The dashboard’s setup checklist on the home page tracks your progress and links you to each remaining step.

You can flip a brand back to website-backed any time from Customize & Deploy. The choice at signup just controls which surfaces the dashboard shows you.

What’s live today

• Facebook Page DMs — Quincer AI answers Messenger conversations on any Page you admin.
• Instagram DMs — same for IG Business or Creator accounts linked to one of your Pages.
• WhatsApp Business — Quincer AI answers messages sent to your verified WhatsApp Business number, with full support for replies outside the 24-hour customer-service window via approved Message Templates.
• Human takeover on every social channel — jump in from Inbox → Live the same way you do for web chat.
• Per-persona routing — bind a Page, IG account, or WhatsApp number to a specific persona so each channel uses the right voice and knowledge.
• Webhook foundation with verified Meta signatures for Messenger, IG, and WhatsApp.
• Facebook sign-in alongside Google and Microsoft on the login page.

Comment monitoring (auto-reply on FB Page comments and IG post/Reels comments) and the public→DM “Private Reply” bridge ship in the next release on the same foundation.

Connecting a Facebook Page or Instagram account

1. You must be an admin of the Facebook Page you want to connect.
2. For Instagram: switch the IG account to Professional / Business in the Instagram app, then link it to a Facebook Page (Page Settings → Linked Accounts).
3. In the Quincer AI dashboard go to Integrations → click Facebook (Pages) or Instagram.
4. Sign in to Facebook, grant the requested assets, then pick the specific Page or IG account on the picker screen.
5. (Optional but recommended) Open the persona you want answering this channel and set its Facebook Page or Instagram account binding so this channel routes to that persona instead of the widget’s default.
6. Done — incoming DMs flow into your widget’s Inbox; the AI replies using your knowledge base + persona prompts.

Real names on DM conversations

The first time someone DMs your Page or Instagram account, Quincer AI looks up who they are and names the thread. On Facebook that’s their first and last name plus their profile photo; on Instagram it’s their display name — or their @username when no display name is set. The conversation shows up in Inbox → Live under that name from the very first message, instead of as an anonymous visitor. (WhatsApp names arrive with the message itself, so no lookup is needed there.)

The lookup never gets in the way: if Meta declines it (an expired token, a permission gap), the message and the AI’s reply still flow — you just see the anonymous label until a later message resolves it. And it only fills a blank — a name you set on the conversation yourself is never overwritten.

DM contacts become leads automatically

The moment a brand-new DM conversation resolves a name, Quincer AI creates a lead for that person under Leads, with the channel as its source — before they’ve shared an email or phone number. If they type contact details later in the chat, the same lead is enriched with them rather than duplicated (one lead per conversation) — the same safety net web chat uses.

Remembered across DMs and comments

With Subject Memory on (Customize & Deploy → Capabilities), DM senders are remembered under the same identity record Quincer AI keeps for social comment authors, keyed on their Meta ID — so what the AI learns about a person in DMs travels with them to your post comments, and back. See Visitor memory for what gets remembered and for how long.

Connecting your WhatsApp Business number

Quincer AI connects to the WhatsApp Cloud API using Meta’s Embedded Signup. You stay in control of the WhatsApp Business Account (WABA) and phone number; Quincer AI only gets permission to read inbound messages and send replies on your behalf.

Before you start (one-time setup in Meta)

1. Complete Meta Business verification on your business in Meta Business Manager (utility bill + incorporation docs).
2. In WhatsApp Manager, add your business phone number and verify it via SMS or voice code. The number must not be registered with the WhatsApp consumer or WhatsApp Business mobile apps — deregister there first if it is.
3. Set the display name for the number and wait for Meta to approve it (usually a few hours).
4. Make sure the Facebook account you’ll sign in with is a Business admin of the WABA. Page-only admin permissions aren’t enough — the Connect picker will come up empty.

Connect Quincer AI (5 minutes)

1. In the dashboard go to Integrations and find the WhatsApp card.
2. Click Connect WhatsApp. You’ll be sent through Facebook Login for Business with WhatsApp permissions pre-selected.
3. Approve the WhatsApp Business Account and phone numbers you want Quincer AI to be able to manage. You can grant access to multiple WABAs and phone numbers at once.
4. Back in Quincer AI, the picker shows every approved phone number grouped by WABA. Pick the one this widget should answer for and click Save & continue.
5. Quincer AI automatically subscribes to inbound message webhooks on the chosen WABA — no Meta dashboard configuration needed on your end.
6. (Optional but recommended) Open the persona that should answer WhatsApp and set its WhatsApp phone number binding to the same number you just connected. Without this, the widget’s default persona answers all WhatsApp traffic.

The first time someone messages your business on WhatsApp, you’ll see the conversation appear in Inbox → Live with channel WhatsApp. The AI replies using the same knowledge base, sales rules, and tools as web chat.

Replying outside the 24-hour window

WhatsApp’s policy: free-form messages from a business can only be sent within 24 hours of the customer’s last inbound message. Outside that window, Meta requires a pre-approved Message Template. Quincer AI handles both:

• Inside 24h — you (or the AI) can send any message. The Inbox → Live reply box behaves like a normal chat.
• Outside 24h — the reply box automatically swaps for a template picker. Pick an approved template, fill in the variables, send. The full rendered message is recorded in the conversation timeline as if it were a regular reply.

Registering a template in Quincer AI

Under Integrations → WhatsApp Templates, click Add template to open the Register approved template form shown below. Template name and Language code must match WhatsApp Manager exactly (lowercase + underscores, e.g. follow_up_v1 / en_US) — that’s how Meta looks the template up. Pick a Category (Utility, Marketing, or Authentication), paste the approved Body text using {{1}}, {{2}}… for variables, then set Variable count — that reveals one Variable label row per placeholder so you can give each an operator-friendly hint. Register template saves it.

1. In WhatsApp Manager, create the template (Marketing, Utility, or Authentication category) and submit it for Meta review. Utility templates are usually approved within minutes to a few hours.
2. Once approved, open Integrations → WhatsApp Templates in the Quincer AI dashboard and click Add template.
3. Enter the template name and language code exactly as they appear in WhatsApp Manager — this is how Meta looks the template up. Paste the body text, set the variable count, and label each {{1}}, {{2}}, etc. with an operator-friendly hint (“Customer first name”, “Meeting date”).
4. Save. The template is now selectable from the reply panel on any WhatsApp conversation whose 24-hour window has expired.

Assign a persona to each channel

You can choose which persona handles each connected Meta channel — a Facebook Page, an Instagram account, or a WhatsApp number. Because every persona carries its own system prompt and tools, this lets you run, say, a playful persona on Instagram and a formal one on Facebook, all from the same brand.

The assigned persona answers that channel’s comments and DMs. A channel is assigned to one persona at a time — each Page, IG account, or WhatsApp number can be owned by exactly one persona on the brand.

Where to set it

The quickest way is from Integrations: open the connected Facebook, Instagram, or WhatsApp channel and go to its Account tab. Each connected account (a Page, an IG handle, a WhatsApp number) is one row in the Connected accounts table, with two dropdowns: a Location (see Assign accounts to locations below) and a Persona. Pick the persona that should answer that account, or leave it on Default to fall back to the assigned location’s persona and then the widget’s default persona. With a single connected account the table is just one line.

You can also set it from the other direction: open a persona, go to its Channels tab, and expand Where visitors reach Riley → Social — that group is titled with the persona’s own name. The two are not the same binding, and the difference matters: the Account tab above sets the per-account binding, which is what inbound routing checks first; the chips on the persona’s own Channels tab set the older per-channel binding, which is only consulted when the account has no persona of its own. So an account you point at Riley from the Account tab will be answered by Riley even though no chip is ticked on Riley’s Channels tab — it still shows there as “connected to the brand, not assigned”. Prefer the Account tab when the two could disagree. Social is a row in that accordion, not a card of its own: it starts collapsed and states what it’s doing in one line (“Facebook Page Northwind Coffee Co. · auto-replies to DMs”) next to a count pill like 1 of 3 — accounts claimed by this persona out of the ones the picker inside offers, which is one per social channel that has a connected account (three at most: Facebook, Instagram, WhatsApp). Only one row is open at a time, so opening Social closes whichever row was open.

Inside the row the asset picker is a row of chips under Accounts Riley owns — one chip per social channel, labeled with its kind (Facebook Page, Instagram, WhatsApp) and the account name beside it. That caps the picker at three chips, and each one offers the first connected account on its channel — a brand with two Facebook Pages still gets a single Facebook chip here. To point a second Page, IG account, or WhatsApp number at a persona, use that channel’s Account tab under Integrations instead: it lists every connected account with its own Persona dropdown (see Assign accounts to locations). Tick a chip to claim that account for this persona; each account can be owned by exactly one persona on the brand. A second chip row, What Riley answers, sets the behavior on the accounts you ticked:

• Answer inbound DMs — off means DMs are still recorded in the Inbox, but Quincer AI doesn’t auto-reply. Useful when another tool owns DMs on the same account.
• Reply to public comments — reads each public comment on this persona’s Page / Instagram, classifies it, and replies (or pivots to DM for negatives). DMs are unaffected. The chip only appears when this persona owns a Facebook Page or an Instagram account — WhatsApp has no comments. With it off, replies are still written — they just wait for you on Social comments instead of posting.

Both chip rows are saved by the page’s Save changes bar — the Social row carries no save button of its own, so a ticked chip isn’t written until you use it. Not every row on the Channels tab works that way: assigning or unassigning a phone number, Disconnect on the Email inbox row, and the Send email as picker each write immediately.

Every account the picker offers — one per social channel — that this persona hasn’t claimed also gets one line in the dashed Not set up yet group at the bottom of the tab, titled with the channels still unclaimed (“Instagram & WhatsApp”) and noted Connected to the brand, not assigned to Riley, with an Assign button that claims the first of them and opens the Social row for you. That line isn’t an alternative to the Social row — in the 1 of 3 example above you get both at once, and it disappears once the persona owns one account on every channel the picker offers. (A second Page on a channel the persona has already claimed is invisible here either way — assign it from the channel’s Account tab.) If the persona owns none of them there is simply no Social row to expand yet. And if the brand has no social account connected at all, the line is titled Facebook, Instagram & WhatsApp, reads No social account is connected to this brand yet, and its button takes you to Integrations.

Assign accounts to locations

Multi-location brands (see Locations) can now connect several accounts per social channel — one Facebook Page, Instagram account, or WhatsApp number per branch — and point each one at the location it belongs to. A visitor who DMs the Austin Instagram is answered with Austin’s knowledge, hours, and persona, exactly like a caller who dials the Austin phone number.

Open Integrations, select the connected channel, and go to its Account tab. The Connected accounts table lists every account with two dropdowns per row:

• Location — whose place this account belongs to. Conversations arriving on it are scoped to that location’s knowledge and details. Brand-wide (the default) means no specific location — answers use brand-wide knowledge only.
• Persona — who answers. This overrides the location’s persona for this one account; Default falls back to the location’s persona, then the widget’s default persona.

Changes save immediately. Each location’s detail page (Locations → open a location) shows a Channels card summarizing everything assigned to it — its phone numbers and social accounts — with a link back to Integrations to manage the assignments.

Reviewing comment replies before they post

Dashboard → Inbox → Social lists every comment we’ve seen, with what we said or plan to say. Rows badged Awaiting review have a reply written that has not been posted. That happens for two reasons:

• Auto-reply is off for the persona that owns the account, so every reply is drafted for a human.
• We couldn’t read the comment’s tone. If the model that classifies sentiment is unavailable when a comment arrives, we will not publish under your brand’s account on a guess — a one-star complaint answered with the cheerful thank-you reply is worse than a late reply. It waits for you instead.

Each waiting row has three actions. Send reply posts it and asks you to confirm first, because it goes out publicly under your brand — or as a direct message, when the comment was pivoted to DM, which the row tells you. Edit lets you rewrite it first; your text is what gets sent. Dismiss marks it handled and sends nothing.

Google Reviews — coming soon

Replying to Google reviews (thank the positive ones, invite negative reviewers to make it right) is built and ready, but dark while Google reviews our Business Profile API access. Until it’s approved the Google Reviews tile in the marketplace shows a Coming soon badge and can’t be connected. On a persona it isn’t a card of its own either: the Channels tab lists Google reviews as one read-only line in the dashed Not set up yet group at the bottom — “Reply to reviews on a connected Google Business location”, a Coming soon pill, and a Set up button that stays disabled, with the reason on hover. There’s nothing to fill in yet, and any review settings already saved on the persona are kept and activate automatically the moment Google approves access — no action needed on your side.

Comment moderation policy

Coming in the next release.

For Facebook Page comments and Instagram post/Reels comments, the widget’s Customize → Social tab will expose three reply modes:

• Draft & approve (default) — the AI drafts a reply, you click Approve before it posts. Safest while you watch the AI’s tone.
• Auto — replies post immediately. Use once you trust the drafts.
• Auto with 30s undo — middle ground. Posts after 30 seconds unless you cancel from the dashboard.

Comment monitoring ships in the next release; until then the dashboard surfaces DMs only.

What Meta has to approve before public launch

Until our Meta App passes App Review, only people you add as testers in the Meta App can use these integrations. App Review for the messaging + comment scopes typically takes 2–4 review cycles, several days each. We’re actively working through it; this page will update as each scope is approved.