Messenger and social media integration: bots, notifications and comments
Messages from Messenger, Instagram, WhatsApp and Telegram land in one inbox next to your orders, and comments from TikTok and Instagram go to moderation. On every platform we keep to its rules: the 24 h window, templates and consent.
The platforms and what we build on them
Every platform has its own API and its own limits. Before we design anything, we check who may start the conversation and how long there is to reply.
Telegram
A bot in chats and on a channel, also for a Telegram Business account
- Who starts the conversation: the user: they write first or add the bot to a group.
- Time to reply: a Business account's bot replies in chats with a message from the last 24 h.
- Content and moderation: the bot posts to a @channelname channel and receives its posts.
1 message per second per chat, 20 per minute in a group.
Template notifications and customer service through the Cloud API
- Who starts the conversation: the business may write first with a template if the person gave the number and opted in.
- Time to reply: 24 h from the customer's message, each new one restarts the clock.
- Content and moderation: instead of comments: chats, calls and groups in the Cloud API.
Outside the 24 h window only an approved template, paid on delivery.
Messenger and a Facebook Page
A Page inbox with a bot and private replies to comments
- Who starts the conversation: the user. A Page may answer a comment with one private message.
- Time to reply: 24 h, and by hand through an agent (the Human Agent tag) up to 7 days.
- Content and moderation: the Page replies to comments and deletes them, and the feed webhook also reports comments under ads.
The Marketing Message API does not serve Polish businesses and sends nothing to users in the EU.
Messages, comment moderation and post publishing
- Who starts the conversation: the customer, with a message or a comment you answer privately.
- Time to reply: 24 h, and through an agent up to 7 days.
- Content and moderation: replying to, hiding and deleting comments, up to 100 posts in 24 h.
Professional accounts only, and full access after App Review and business verification.
TikTok
Comment moderation and video publishing
- Who starts the conversation: private messages do not work for EEA accounts, comments remain.
- Time to reply: where messages work: 10 messages in 48 h after the user's first message.
- Content and moderation: reply, hide and delete comments. Videos from an unaudited app are visible only privately.
40 requests per minute per account and endpoint.
- Who starts the conversation: your system: a webhook posts to a channel with no bot and no authorisation.
- Time to reply: the first reply to a command within 3 s, then 15 minutes for the rest.
- Content and moderation: privileged intents, Message Content among them, are switched on in the developer portal.
50 requests per second per bot, and a bot on over 100 servers goes through verification.
Ad reach in Poland according to the platforms' advertising tools, people 18+.
Telegram
Telegram is free for users and bot developers. A bot checks an order's status, tells the customer when the parcel reaches the pickup point and puts them through to a person when needed.
The customer starts
The bot never writes first. The conversation starts with /start or with adding the bot to a group.
The bot says it is a bot
From August 2026 the AI Act requires that people know they are talking to a machine. Our bot says so in its first message.
Notifications on request
The bot writes to a chat the customer opened, and /stop turns it off. Ads through a messenger need prior consent (art. 398 of the Polish Electronic Communications Law).
A business with a Telegram Business account can also link a bot that replies on its behalf in private chats.
How many messages a bot may send
- In a group20 messages per minute
- In one chat1 message per second
- Bulk sendingabout 30 messages per second
- Paid broadcast, 0.1 Stars a messageup to 1000 messages per second
Messages per second on a log scale: each line is ten times more.
In WhatsApp the customer service window decides everything: what you may send, what it costs and to how many people.
Window open
24 h from the customer's message
Window closed
after 24 h of silence
Window open: Any content
Any message, no template needed, within 24 h of the customer's message or call.
Window closed: Templates only
Only an approved template: marketing, utility or authentication. A template review takes up to 24 h.
Window open: Free
Regular messages are free, and so are utility templates sent in the window.
Window closed: A paid template
Since 1 July 2025 every delivered template is paid for. Since 1 July 2026 Poland has its own rate card.
Window open: The clock restarts
Each new message from the customer restarts the 24 h.
Window closed: A recipient limit
At the start 250 unique recipients per rolling 24 h, and 2000 after business verification.
Messenger and Instagram
Both Meta platforms share the same windows: 24 h for any reply and 7 days for an agent. A comment under a post can start a conversation through a private reply.
Private reply
One message to the author of a comment under a post, reel, story or ad, at most 7 days after the comment. Under a Live broadcast only while it lasts.
A way to a person
Where the law requires it, the bot introduces itself as automated, also on a handover from a person to the bot. An agent replies by hand up to 7 days.
The customer's reply opens the chat
The conversation can go on only after the customer replies. From that reply the business has 24 h to answer with any content.
How long there is to reply
- One private reply to a commentfrom the comment, 7 days
- A reply with any contentfrom the customer's message, 24 h
- An agent's replyfrom the customer's message, 7 days
- A utility template, no promotional contentafter the window closes
Discord
On Discord we connect your store or panel with your business server: channel notifications, commands for customers and roles.
orders and customer accounts
commands and notifications
Privileged intents, Message Content among them, are switched on in the developer portal, and a bot on over 100 servers has to pass verification.
- #announcementswebhook
A webhook posts a message to the channel with no bot and no authorisation.
- #ordersYour bot
The bot posts about orders within the limit of 50 requests per second.
- /statusYour bot
The bot answers a command within 3 s and can send follow-ups for 15 minutes.
- RolesYour botCustomerTeam
The role after a purchase and its removal are on our Discord integration page.
TikTok
For an account from Poland TikTok offers an API for comments and publishing. It does not support private messages in the EEA at all, so we do not promise them.
- No messages in the EEAThe Business Messaging API does not work for accounts from the EEA, Switzerland and the UK. Messages from there arrive neither through the API nor through webhooks.
- Comment moderationUnder your own videos: reply, like, hide and delete, with new comments reported by the comment.update webhook. Under ads: reply and hide.
- Request limit40 requests per minute per account and endpoint, and 600 or 1000 in total per app, depending on the access tier.
Common questions about messenger integration
Answers about consent, bots, WhatsApp costs, Telegram payments and the quote.
Read next
Discord on its own, custom bots and automating what happens after a message.
Where do your customers message you?
Tell us which platforms you use and what should happen to messages and comments. We will reply within an hour with questions and a quote.