Skip to main content

Social Media Channels

Connect with your community on the platforms they use every day. ThreadConnect integrates with major social messaging platforms, routing conversations directly into your ThreadConnect agent queue alongside voice, email, fax, and web channels.

How Social Media Channels Work​

The Complete Process:

  • Community Member sends a message via WhatsApp or Facebook Messenger
  • ThreadConnect Conversations API receives the inbound message from the social platform
  • Studio Flow presents an interactive menu (department selection) to the sender
  • Department Routing sets task attributes based on the sender's selection
  • ThreadConnect Agent Queue receives the task with full channel branding and context

Available Social Media Channels​

💬 WhatsApp

The world's most popular messaging app with 2+ billion users. Route WhatsApp Business messages directly into ThreadConnect with department-based routing.

  • Status: ✅ Live
  • Requirements: Meta Business Manager, WhatsApp Business Account
  • Routing: Interactive department menu
WhatsApp Setup Guide →

💙 Facebook Messenger

Reach community members through your organization's Facebook Page. Messages route into ThreadConnect as tasks with full conversation history.

  • Status: ✅ Live
  • Requirements: Facebook Page, Meta Business Manager
  • Routing: Interactive department menu
Facebook Messenger Setup Guide →

Key Benefits​

Meet People Where They Are​

  • No App Downloads: Clients use platforms they already have on their phones
  • Familiar Interface: Messaging feels natural — no learning curve for clients
  • Asynchronous Communication: Clients can message anytime, agents respond when available

Unified Agent Experience​

  • Single Dashboard: Social media messages appear in the same ThreadConnect queue as voice, email, and web
  • Consistent Routing: Department-based routing works identically across all social channels
  • Full Context: Agents see channel type, department selection, and conversation history

Per-CBO Architecture​

Each CBO gets its own dedicated setup:

  • Own Phone Number (WhatsApp) or Own Facebook Page (Messenger)
  • Own Studio Flow with customized department menus
  • Own Conversations Address linking the channel to the flow
  • Reusable Templates: The setup process is identical for every new CBO

Technical Architecture​

Getting Started​

  1. Choose your channel: WhatsApp or Facebook Messenger
  2. Follow the setup guide: Each guide walks through every step from account setup to testing
  3. Test end-to-end: Send a test message and verify it appears in ThreadConnect
  4. Train your team: Ensure agents know how to handle social media tasks

Social media channels extend your organization's reach to where your community already communicates. Follow the channel-specific guides to get started.