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 the Live Conversations dashboard 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 Live Conversations inbox; the AI replies using your knowledge base + persona prompts.

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 under Live Conversations 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 Live Conversations 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

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.

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.