Messengers and Social Media Integration

The ATLA AI platform supports seamless integration with popular communication channels. The number of connections is unlimited - you can connect any number of WhatsApp numbers, Instagram and Telegram accounts, Facebook pages, and website widgets within a single company.

WhatsApp

You connect by scanning a QR code - exactly the way you link WhatsApp Web. The number stays yours; no separate SIM is needed.

1. Go to Channels, select WhatsApp, and click "Connect".
2. Enter your business phone number.
3. A QR code will appear. Open the WhatsApp app on your phone (Linked Devices → Link a Device) and scan it.
4. Once scanned, the session is active - the AI employee starts working on that number immediately.

Keeping the connection stable

The connected channel works as long as the phone with that number stays online. So:

• don't sign out of "Linked Devices" and don't close the session manually;
• keep the phone connected (Wi-Fi or mobile data) and disable "battery optimization" for WhatsApp;
• don't open WhatsApp Web with the same number on other devices at the same time;
• best of all - dedicate a separate phone/number to the business that nobody uses manually.

If the connection does drop (the phone was offline for a long time), just reconnect the channel with a new QR code - your chats and history are preserved.

Instagram

To connect Instagram (Direct & Comments):

1. Go to Channels, select Instagram, and click "Connect".
2. The official Meta authorization window opens.
3. Enter your business account credentials (or the linked Facebook account).
4. Grant ATLA AI access to messages and comments.
5. You'll be redirected back to the platform - integration is complete.

Instagram works in two directions:

• Direct (private messages) - the AI employee replies in the conversation just like in any other channel.
• Comments on posts - the AI can reply to comments and, when needed, continue the conversation in Direct.

For comments and direct messages, you can choose how actively the AI follows up in Direct: don't follow up, only on purchase/price intent, or always reply. The mode is switched in the channel settings.

Telegram (personal account)

Connect your personal Telegram account - the AI employee replies to customers in private chats from your name, like a live manager. It understands voice messages, photos, and links; for the customer the conversation feels seamless.

Connecting is a 3-step wizard: enter your phone number, confirm the code from Telegram (and your 2FA password, if it's enabled). An operator can step into the dialogue at any time from the same account - the AI steps back instantly (see Chat Takeover).

Telegram Bot

Connect a bot via a token from @BotFather. The AI employee starts replying in the chosen bot or group right after the token is entered. Use this when you need a separate bot rather than a personal account.

Facebook (Messenger)

Connect via Meta Business: pick the page, grant Messenger access, and the AI employee handles incoming messages just like Instagram Direct.

Website Widget

The ATLA AI widget embeds into any website with a single line - no developers needed. Live example: myphone.kg.

The widget:

• runs 24/7, starts the conversation automatically when a visitor reaches out; chats appear in the unified chats panel and leads are handled just like in any other channel;
• forwards visitor data (UTM, source, page) to ATLA AI CRM;
• handles product links - the AI follows them and consults specifically on that product.

Chat Takeover (Anti-collision)

A human operator can step into any dialogue at any time - the platform prevents "double replies" from the bot and the human. It works the same across all channels (WhatsApp, Instagram, Telegram, widget).

The AI goes silent only when the operator actually replies to the client:

• From the dashboard: in Quality Control or the CRM card, click "Transfer to Operator" or reply to the client manually - the bot goes silent on that dialogue immediately.
• From their own device: if the operator messages the client from the same WhatsApp number (or a connected social account), the system detects it automatically and the bot steps back.

After takeover the AI silently steps back for a set period (30 minutes by default) from the operator's last message. If the client keeps writing while the operator stays quiet, the AI resumes the dialogue once that period expires. The interval is configured separately for each channel (for example, 5-60 minutes). No collisions, no duplicate replies.

Customer request for an operator (notify-only)

If the client asks for a human - typing "talk to a human", "speak to a manager", "хочу оператора", etc. - the system instantly pings the operator in Telegram, but the AI keeps replying: it confirms a manager is being called, holds context, and answers simple follow-ups so the client isn't left hanging. The bot only goes silent once the operator actually engages. The trigger-phrase list is configurable per company (and can be disabled).

Custom Integrations (Custom API)

If standard channels aren't enough, our engineering team can connect to any API and configure exchanges via webhooks for non-standard messengers or internal corporate applications.

For custom integration, contact Enterprise Support: WhatsApp: +996 502 444 000