BusinessChat is now multichannel
This is a new chapter. For years, BusinessChat meant WhatsApp. Now your customers can reach you wherever they already are — and your team answers all of them from the same Inbox, with the same views, filters, and automations.
💬 Live Chat (Beta) — auto-deploys to your Salla, Zid, or Shopify store, and can be set up on any other website. Customize the widget design and the pre-chat form, identify returning visitors automatically, and see who’s online right now with live typing indicators. Free during Beta, apart from AI message costs.
📸 Instagram — connect an Instagram Business account and handle Instagram DMs in the Inbox. Reels, shared posts, and story mentions render natively. Set up to 4 icebreaker questions and a 5-item persistent menu, and share any of your posts or reels straight from the composer.
💬 Messenger — connect your Facebook Page in a click and handle Messenger conversations in the Inbox. Set the Get Started welcome screen and the icebreakers people see before they type, plus a persistent menu with up to 20 shortcuts that send a message or open a link.
🗓 What’s next — Telegram arrives in September, followed by RCS, Voice, and TikTok in Q4.
🚀 Want to switch a channel on?
Live Chat and Instagram are available today, and Messenger is rolling out as Meta completes its review. Reach out to your account manager to enable the channels you need.
One customer, one conversation — on every channel
More channels shouldn’t mean more inboxes to check. However many channels a customer reaches you on, your team keeps a single, connected view of them.
📱 More than one WhatsApp number — connect several WhatsApp numbers under the same account, configure templates for each, and choose which number a campaign or automation sends from. Health checks are tracked per number.
🔀 Merged conversations — a contact’s messages from different channels come together in one unified thread, so nobody starts from scratch on the second channel.
↩️ Reply on any channel — the Inbox shows which channel each message arrived on, and lets you answer the customer on any channel you’ve enabled.
🤖 A bot that works everywhere — both the AI bot and the rule-based bot work out of the box across all channels and all message types. No separate setup per channel.
AI Bot V2 — now for every industry
The AI bot started with e-commerce. V2 works for any industry — retail, healthcare, travel, education, professional services, and everything in between — and it hands you real control over how it behaves and what it’s allowed to do.
🎯 Outcome Agent — point the bot at any system you already run: a booking platform, an ERP, a CRM, an internal admin tool, anything with an API. It reads that system’s APIs and works out on its own which actions it can perform — you don’t map them one by one. Setup takes about five minutes, and from there it’s ready to answer your customers and act for them: check what’s available, create, reschedule, or cancel, look up a past or upcoming order, and anything else your API exposes.
🪪 Bot persona — fully customizable bot and company details: bot name, welcome message, company name, and website.
✍️ Custom instructions — shape the bot’s behavior in plain language, whatever your business does. For example: “If someone asks about jobs, tell them to email
[email protected]”, “If an item is out of stock, shareyoursite.com/offersso they can pick an alternative”, or “If a customer asks whether something is covered by their insurance, ask which provider they’re with”.🛡 Guardrails — the red lines your bot should never cross.
🚫 Custom spam rules — define what counts as a spam message, and exactly how the bot should react to it.
🙋 Custom escalation — your own rules for when a conversation goes to a person, and your own escalation message.
⏱ AI settings — turn AI follow-up on or off, set how long the bot waits before following up, and control when idle conversations close automatically.
🌐 Built for every industry
The new bot works across all industries — healthcare and e-commerce are just two examples. Reach out to your account manager to enable it for your business.
A platform you can build on: APIs, Webhooks, and ETL
BusinessChat is now open for integration. Three pieces landed this month that together let you connect BusinessChat to almost any system you already run — without months of custom work for each one.
🔌 Public APIs — pull your contacts and conversations into your own CRM or data warehouse, send a WhatsApp message straight from your backend (an order-shipped notice with no agent involved), read your synced product catalog and message templates, pull your work items into the system your ops team already lives in, and build the reporting your analytics team keeps asking for. Docs live at
api.businesschat.io/docs.🔑 Developer settings — a new settings section where you create and manage your API keys.
⚡️ Webhooks — track what happens inside BusinessChat from your own systems, the moment it happens: send a conversation to an AI tool when it closes, post to Slack when a ticket is created, or open a lead in your CRM when the “lead” tag is added to a contact.
🔄 ETL (Beta) — connect any third-party application. Sync its data into BusinessChat on a schedule or via webhook (a product catalog, branches, staff, availability), or run real-time operations against it (create an appointment, update an order) — with full field mapping in both directions.
The new BusinessChat app for iOS
This isn’t an update — it’s a rebuild. We rebuilt the iPhone app from scratch: every screen, every message type, every interaction. The result is faster, lighter, and better.
📥 Your full inbox on your phone — views, filters, search, assignments, teams, and topics. Everything you need to manage your conversations.
⚡️ Everything you need to reply — templates with variables, products, voice notes, quick access to saved replies, camera, photo, and video.
🔔 Real-time updates — new messages, delivery and read updates, and push notifications land instantly. Tap a notification and go straight to the conversation.
👥 Built for teams — switch between workspaces, open conversations through deep links, and use the app fully in Arabic with RTL support.
📱Rolling out this month
The new iOS app is arriving on the App Store this month. A brand-new Android app follows in September.