Watch Out – We recommend not adding an Entry Point(s) until you’re ready to receive incoming requests
Upon adding a new Entry Point, incoming requests from that Entry Point automatically route to the corresponding Channel’s primary Inbox. For example, upon adding Instagram Messaging as an Entry Point, direct messages from your Instagram account will automatically create a Conversation in Instagram Channel’s default inbox.
- Voice/SMS – Phone numbers can be purchased and held onto until you’re ready to complete the setup by connecting them as Entry Points.
- Chat (Glad App) – Upon configuring Glad App, it’s available to receive incoming chat requests as soon as it’s embedded on your website. Chats are routed to the Chat Channel’s default Inbox.
- Social Channels – Upon adding a social Channel Entry Point (e.g., , Instagram, or WhatsApp), messages automatically route to the social Channel’s default Inbox.
- Email – Once an email address is added, it’s ready to receive inbound emails in the email Channels’ default Inbox as long as email forwarding is activated.
Use Exceptions to link an Entry Point to a different Inbox if you don’t want to use the Channel’s default Inbox.
Setup process #
See Set Up WhatsApp for information on how to set up WhatsApp in Gladly.
Manage WhatsApp #
WhatsApp is unlike other Messaging Channels in Gladly because you will not see WhatsApp as a Channel on the Settings page once it’s configured. Otherwise, it behaves just like any other Channel:
- WhatsApp appears on the Entry Points page to control which Inbox inbound messages route.
- WhatsApp appears in the Plus Menu to send and receive WhatsApp messages
