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We help you connect every channel.

Connecting WhatsApp, Instagram or email for the first time can be fiddly. Here is how we help, with a step-by-step guide for every platform SoRex supports.

WhatsApp BusinessInstagram DMsFacebook MessengerTelegramEmailWebsite chatIn-app chatYouTube commentsFacebook Page postsInstagram postsX postsLinkedIn posts

How we help you get set up.

Most businesses are answering customers on their first channel the same day.

Guided onboarding

Book a session and we connect your first channels with you, check your webhooks and make sure test messages arrive in your inbox.

Step-by-step guides

Every platform below has a guide that tells you exactly which keys you need and where to find them.

Built-in connection test

Before a channel goes live, SoRex checks your keys with the platform itself, so a wrong or expiring token is caught on day one.

Ongoing support

Stuck on a permission, a token or a platform rule? Contact us and choose “Connecting a channel”.

Every connection, four steps.

The same flow for every platform. Only the keys differ.

Step 1

Pick a platform

In the console, open Connectors for chat channels, or Posts → Accounts for publishing.

Step 2

Paste your keys

Every field says exactly where to find the value on the platform's side. Keys are encrypted the moment you save.

Step 3

Point the webhook

For Meta channels, paste your SoRex webhook URL and verify token into the platform.

Step 4

Test and go live

Press Test connection. SoRex asks the platform whether the keys really work, then you switch the channel on.

Messaging channels

Connect these to answer customers. Open a guide to see what you need and each step.

WhatsApp BusinessConversations6 steps

Customers are recognised by their WhatsApp number, so they never have to say who they are.

You will need

  • A Meta Business account with WhatsApp Cloud API set up
  • Your Meta app's App Secret
  • A System User permanent access token with whatsapp_business_messaging

Steps

  1. In Meta's WhatsApp Manager, open API Setup and copy the Phone number ID (a numeric id, not the number itself).
  2. Optionally copy the WhatsApp Business Account ID, used to look up your approved templates.
  3. Create a System User in Business Settings and generate a permanent token with whatsapp_business_messaging.
  4. In the SoRex console, open Connectors → WhatsApp Business and paste the values, your App Secret, and a verify token you make up.
  5. In Meta's webhook settings, paste your SoRex webhook URL (https://sorex-console.digiqulus.com/webhooks/platform/connector-id) and the same verify token, then subscribe to messages.
  6. Press Test connection, then turn the connector on.

Watch out: Do not use the 24-hour temporary token from the API Setup page. It works on day one and silently stops the channel the next day.

Instagram DMsConversations5 steps

Direct messages to your Instagram professional account. The agent asks for a registered number before sharing account details.

You will need

  • An Instagram professional account linked to a Facebook Page
  • A Page access token with instagram_manage_messages and pages_messaging

Steps

  1. Copy your Instagram account ID (the numeric id, not the @handle) and the linked Facebook Page ID.
  2. Generate a Page access token with instagram_manage_messages and pages_messaging.
  3. In the console, open Connectors → Instagram DM, paste them with your App Secret and a verify token.
  4. Add your SoRex webhook URL (https://sorex-console.digiqulus.com/webhooks/platform/connector-id) in your Meta app and subscribe to Instagram messages.
  5. Press Test connection and turn it on.

Watch out: Instagram only allows free-text replies within 24 hours of the customer's last message. SoRex enforces this for you.

Facebook MessengerConversations5 steps

Messages sent to your Facebook Page, answered with a typing indicator while the agent works.

You will need

  • Your Facebook Page ID (Page settings → About)
  • A Page access token with pages_messaging

Steps

  1. Copy the Page ID from your Page's About section.
  2. Generate a Page access token with pages_messaging.
  3. In the console, open Connectors → Facebook Messenger and paste the values with your App Secret and verify token.
  4. Add the SoRex webhook URL (https://sorex-console.digiqulus.com/webhooks/platform/connector-id) to your Meta app and subscribe the Page to messages.
  5. Press Test connection and turn it on.

Watch out: A messaging token cannot be used for posting to your Page feed. Publishing has its own connection under Posts → Accounts.

TelegramConversations4 steps

A Telegram bot for your business. There is no reply window, so conversations can pick up any time.

You will need

  • A bot created with @BotFather

Steps

  1. Message @BotFather on Telegram, create a bot and copy its bot token (it looks like 123456789:AA…).
  2. Optionally choose a secret token so SoRex can reject forged webhook calls.
  3. In the console, open Connectors → Telegram and paste them.
  4. Press Test connection and turn it on.

Watch out: Treat the bot token like a password. Anyone who has it can send messages as your bot.

EmailConversations5 steps

Your support mailbox, read over IMAP and answered over SMTP, with replies kept in the same thread.

You will need

  • The mailbox address
  • For Gmail or Google Workspace: a 16-character App Password and IMAP switched on

Steps

  1. For Gmail, turn on 2-Step Verification, then create an App Password under Google Account → Security.
  2. Make sure IMAP is enabled in Gmail settings.
  3. In the console, open Connectors → Email. Enter the mailbox address and App Password. For Gmail the hosts are smtp.gmail.com (587) and imap.gmail.com (993).
  4. Optionally set a reply-from address and the sender name customers will see.
  5. Press Test connection and turn it on.

Watch out: Gmail rejects your normal account password here. And a Gmail filter that skips the inbox will hide mail from SoRex.

Website chatConversations4 steps

A chat for your website visitors, with no messaging app needed.

You will need

  • The web addresses your site runs on

Steps

  1. In the console, open Connectors → Website Chat and create a widget key.
  2. List your site's allowed origins, one per line. Requests from anywhere else are refused.
  3. Optionally set a signing secret so only your site can send chat requests.
  4. Link to your hosted chat page or add the widget to your site, then turn the connector on.

Watch out: Website visitors are anonymous, so the agent asks for a phone number before sharing any account details.

In-app chatConversations3 steps

Chat inside your own Android or iOS app. Signed-in users are recognised without being asked.

You will need

  • Access to your app's backend, to sign chat requests

Steps

  1. In the console, open Connectors → In-app chat and set a shared secret.
  2. Have your app sign each chat request with that secret, together with the signed-in user's id.
  3. Turn the connector on. Messages from your app now arrive in the same inbox.

Watch out: Keep the shared secret on your server, not inside the app itself.

YouTube commentsConversations3 steps

YouTube has no direct messages, so SoRex replies to comments with a link to WhatsApp or web chat, where the conversation continues.

You will need

  • Your YouTube channel ID
  • A Google Cloud API key with YouTube Data API v3
  • An OAuth refresh token, to post replies

Steps

  1. Enable YouTube Data API v3 in Google Cloud and create an API key.
  2. Create an OAuth refresh token for the channel. An API key alone can only read comments.
  3. In the console, open Connectors → YouTube comments, paste the channel ID, key and token, and turn it on.

Watch out: Without the OAuth refresh token SoRex can see comments but cannot reply to them.

Social publishing

Connect these to write, schedule and publish posts from the console. Publishing uses separate permissions from messaging.

Facebook Page postsPublishing3 steps

Publish posts to your Page's feed from the Posts section of the console.

You will need

  • Your Page ID
  • A Page token with pages_manage_posts and pages_read_engagement

Steps

  1. Create a System User token with pages_manage_posts and pages_read_engagement, so it does not expire.
  2. In the console, open Posts → Accounts → Facebook Page and paste the Page ID and token.
  3. Press Test connection. It checks the token has posting permission, not just messaging.

Watch out: A short-lived token from the Graph Explorer expires within an hour.

Instagram postsPublishing3 steps

Publish to an Instagram Business or Creator account. Every post needs an image, which SoRex can generate for you.

You will need

  • Your Instagram account ID (numeric)
  • A token with instagram_content_publish, instagram_basic and pages_read_engagement
  • Your SoRex server reachable from the internet

Steps

  1. Generate a token with instagram_content_publish, instagram_basic and pages_read_engagement.
  2. In the console, open Posts → Accounts → Instagram and paste the account ID and token.
  3. Press Test connection.

Watch out: Instagram fetches post images from your server, so SoRex must be publicly reachable. The DM token will not work for posting.

X postsPublishing3 steps

Post to an X account with your app's four keys.

You will need

  • An X developer app on a paid tier
  • API key, API key secret, access token and access token secret

Steps

  1. In the X developer portal, set your app's permissions to Read and Write.
  2. Under Keys and tokens, copy the API key and secret, then generate an access token and secret.
  3. In the console, open Posts → Accounts → X, paste all four plus your handle, and press Test connection.

Watch out: Posting is not available on X's free tier. If the token was made before you switched to Read and Write, generate it again.

LinkedIn postsPublishing3 steps

Post as yourself or as your company page.

You will need

  • An access token with w_member_social (person) or w_organization_social (company page)
  • Your author URN

Steps

  1. Generate an access token with w_member_social or w_organization_social.
  2. Find your author URN: urn:li:person:… or urn:li:organization:… (a profile URL will not work).
  3. In the console, open Posts → Accounts → LinkedIn, paste them, and optionally the client id and secret so SoRex can tell you when the token expires.

Watch out: LinkedIn tokens expire after 60 days. Put a reminder in your calendar to replace it.

Troubleshooting

The problems we see most often, and how to fix them.

Every incoming message fails, but the connection test passes

The App Secret is probably wrong. Meta signs every webhook with it, so a wrong value rejects all inbound messages. Copy it again from Meta App Dashboard → Settings → Basic.

WhatsApp worked yesterday and stopped today

A 24-hour temporary token was used. Replace it with a permanent System User token.

Gmail says username and password not accepted

Use a 16-character App Password, not your Google account password, and check IMAP is turned on.

An Instagram post was skipped

Instagram needs to fetch the image from your SoRex server. Make sure it is reachable from the internet and its public address is set.

X returns a 403 when posting

Your X app is on the free tier, which cannot post. Upgrade the app, or check it has Read and Write permission.

LinkedIn posts stopped after about two months

LinkedIn tokens expire after 60 days. Generate a new one and paste it in Posts → Accounts.

Still stuck? We will connect it with you.

Tell us which channel you are setting up and where it stopped. We will help you get it working.

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