How to Set Up an Omnichannel Chatbot Across WhatsApp, Telegram, and Your Website

Your customers do not stick to one communication channel. They browse your website on their laptop, send a WhatsApp message from their phone, check your Instagram during their commute, and message your Telegram bot when they get home.

The question is not whether to be on multiple channels — it is how to be on all of them without drowning in complexity or cost.

An omnichannel chatbot solves this by deploying a single AI assistant, trained on a single knowledge base, across every channel your customers use. Same answers, same quality, zero duplication of effort.

What Does "Omnichannel" Actually Mean?

In the context of chatbots, omnichannel means:

• One chatbot trained on your business content
• One knowledge base shared across all channels
• Consistent answers regardless of where the customer messages you
• Unified conversation history across all channels

This is different from "multi-channel," where you might have separate bots for each platform, each with different content and capabilities. Omnichannel means one brain, many mouths.

The 7 Channels Available in PalaChat

PalaChat supports deployment across these channels:

You do not need to enable all 7 at once. Start with your highest-traffic channels and add more as needed.

Step-by-Step Setup Guide

Prerequisites

Before adding channels, make sure your chatbot is trained:

Create a chatbot in PalaChat

Upload your content (website URLs and/or PDF documents)

Set your system prompt with company name, tone, and guidelines

Test the chatbot with sample questions

Once the knowledge base is solid, every channel you add benefits from it immediately.

Channel 1: Website Widget (All Plans)

The fastest channel to deploy and usually the highest-traffic one.

Setup:

Go to the Embed tab in your chatbot dashboard

Copy the one-line script tag

Paste it before the closing tag on your website

Works with: WordPress, Shopify, Wix, Squarespace, custom HTML, and any website builder that allows custom code. Tips:

• Customise the primary colour to match your brand
• Write a welcome message specific to your website visitors
• The widget appears as a chat bubble in the bottom-right corner

Channel 2: Telegram (All Plans)

Setup:

Open Telegram and message @BotFather

Send /newbot, choose a name and username

Copy the Bot Token

In PalaChat, go to Integrations → Telegram, paste the token, click Connect

That is it. Your Telegram bot is live and answering questions using your knowledge base. Tips:

• Add a profile photo and description to your Telegram bot
• Share the bot link (t.me/yourbotname) on your website and social media

Channel 3: WhatsApp (Starter Plan and Above)

WhatsApp requires a Meta Business account and WhatsApp Business API access.

Setup:

Create a Meta Business account at business.facebook.com

Set up a WhatsApp Business phone number

In PalaChat, go to Integrations → WhatsApp, follow the connection flow

Enter your Phone Number ID and Access Token

Tips:

• Use a dedicated business phone number (not your personal number)
• Set up a WhatsApp Business profile with your company details
• Note: WhatsApp charges per-conversation fees (paid to Meta, not PalaChat)

Channel 4: Facebook Messenger (Starter Plan and Above)

Setup:

Create a Facebook Page for your business (if you do not have one)

In PalaChat, go to Integrations → Messenger

Connect your Facebook Page through the OAuth flow

The chatbot is now live on your page's Messenger

Tips:

• Enable the "Message" button on your Facebook Page
• Customers can reach your chatbot directly from your Facebook Page

Channel 5: Instagram (Starter Plan and Above)

Setup:

Convert your Instagram account to a Business or Creator account

Link it to your Facebook Page

In PalaChat, go to Integrations → Instagram, connect through OAuth

Tips:

• Instagram DM chatbot works great for product enquiries from social media browsers
• Combine with Instagram Shopping for an integrated commerce experience

Channel 6: LINE (Growth Plan and Above)

Popular among communities with connections to Japan, Thailand, and Taiwan.

Setup:

Create a LINE Official Account at manager.line.biz

Create a Messaging API channel in the LINE Developers Console

In PalaChat, enter your Channel Access Token and Channel Secret

Channel 7: Slack (Growth Plan and Above)

Ideal for B2B support or internal knowledge bots.

Setup:

Create a Slack App at api.slack.com

Configure bot permissions and install to your workspace

In PalaChat, enter the Bot Token and Signing Secret

Which Channels Should You Start With?

For most Singapore businesses, this is the recommended rollout order:

Week 1: Website + Telegram

• Website widget captures the most traffic
• Telegram is free and takes 3 minutes to set up
• Both are included in the Free plan

Week 2: WhatsApp

• Singapore's most popular messaging app
• Requires Starter plan (S$29/month)
• Ideal for direct customer conversations

Week 3-4: Messenger + Instagram

• If you have an active Facebook/Instagram presence
• Captures social media enquiries automatically

Later: LINE + Slack

• Add based on your specific audience
• LINE for regional customers; Slack for B2B

One Knowledge Base, Every Channel

The most powerful aspect of an omnichannel chatbot is knowledge base consistency. When you update a product description, change your pricing, or add a new FAQ entry, the change automatically applies to all channels.

No need to update 7 different bots. No risk of one channel having outdated information while another has the latest.

This single-source-of-truth approach is what makes omnichannel actually work in practice — not just in theory.

Common Questions

Do I need a separate chatbot for each channel? No. One chatbot connects to multiple channels simultaneously. You only need separate chatbots if you have different businesses or knowledge bases. Do customers see the same welcome message on every channel? The chatbot uses the same knowledge base, but you can customise the welcome message. On your website, you might say "Welcome to our store!" while on Telegram, "Thanks for messaging us on Telegram!" Can I disable a channel later? Yes. You can disconnect any channel at any time from the Integrations tab without affecting other channels. Do I lose conversations if I upgrade my plan? No. All conversation history is preserved when you upgrade. You gain access to more channels and higher message limits.

Getting Started

Sign up for PalaChat and deploy your first omnichannel chatbot today. Start with the Free plan (website + Telegram), and add WhatsApp and social channels as your business grows.

Need help choosing the right channels? Contact us — we will help you build an omnichannel strategy that fits your business.