In the afternoon someone messages you on WhatsApp asking for your hours, and at the same time another message lands on Messenger asking something similar — or something completely different, it doesn't matter. You open one app, reply, close it, open the other, and by mid-afternoon you no longer know whether you've answered everyone or left someone hanging in one of the two inboxes.
It isn't that you have more customers than you can handle: it's that the same customers, or different ones, are writing to you on different channels, and you have to watch two inboxes at once so you don't repeat yourself in one and go quiet on the other.
No. WhatsApp Business and Facebook Messenger are two independent connections, but the assistant answering on each one is the same: the same brain, the same knowledge base — the hours, prices, services and FAQs you've already set up for your website. You train it once and it answers the same on either of the two places people write to you.
You make both connections yourself, separately, from your dashboard. Connecting Messenger doesn't turn on WhatsApp, and the other way around: each channel has its own connection step and its own button to disconnect it whenever you want, even though there's one assistant behind both.
It's easy to assume the wrong thing here: ChatME doesn't merge WhatsApp and Messenger into one thread. Conversations from both channels show up together in the "Conversations" section of your dashboard — next to your website's and your Instagram DMs, if you have those connected too — but each one stays its own WhatsApp or Messenger conversation, with its own history. If the same person writes to you on both channels the same day, you'll see two separate conversations, not one blended into the other.
What changes for you is that you no longer have to open each app separately to check whether something is pending: it's all in the same dashboard, even though underneath it's still two distinct channels, each with its own connection.
There's one thing worth knowing before assuming both channels behave the same way when you also reply yourself, from your own phone or from the Facebook app.
On WhatsApp, if you connected your number with the "Keep your phone" option, the assistant detects when you reply yourself from the app and steps back from that conversation for a while, so the two of you don't answer the same person at once. On Messenger it's different: the assistant does not detect your manual replies from the Facebook app or from Meta Business Suite, so it keeps answering that customer's next message even after you've already written to them, without seeing what you said. If you'd rather handle one particular Messenger conversation yourself, the simplest thing for now is to keep replying there knowing the assistant may write again too — that isn't a bug, it's how that specific channel works today, and it's worth knowing before it catches you off guard with a customer.
On both channels the assistant reads text messages. If someone sends a photo, a voice note, a sticker or a file — on WhatsApp or on Messenger — it can't read it: it replies by politely asking them to type it out, so nobody is left without an answer, and that conversation stays saved in your dashboard for you to pick up whenever you like. On Messenger, comments on your posts don't come through this channel either: you keep handling those from Facebook, same as always.
Neither channel starts conversations on its own or sends promotions: both only reply to whoever writes first. And on its first reply on each channel, the assistant identifies itself as automated, as the EU AI Act requires — there's nothing you need to configure for that to happen.
If your business only gets messages through one of the two channels, connect just that one: there's no advantage in turning on the other "just in case". But if you're already juggling both inboxes today — someone writes to you on WhatsApp because they have your number saved, someone else on Messenger because they came from an ad or a post on your Facebook Page — it makes sense to connect both channels: the work of keeping the assistant up to date (hours, prices, services) is done once, and it covers both places people already write to you, without you having to duplicate it.
Both connections are included on the Pro and E-commerce plans; you can see what each plan includes at pricing. If you only have one of the two connected today and are thinking about adding the other, the step-by-step Messenger guide walks through it, and it takes a couple of minutes.
If you're unsure which one to connect first, or how they behave together in your specific case, write to us at info@chatme.es.
*Availability may vary by country.*
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