Channels & inbox
A channel is a way customers reach you: a phone call, a text, the chat bubble on your website, or a Facebook or Instagram message. Each one is switched on in Settings under the Channels tab, and every conversation from every channel lands in one Inbox.
Before you start
- For calls and texts: a Pylor phone number. The phone setup guide covers getting one.
- For website chat: a way to edit your website, or the person who does.
- For Facebook and Instagram: admin access to your Facebook Page. For Instagram DMs, an Instagram business account linked to that Page.
Step 1, calls and texts
- In Settings, Channels tab, the first card is Phone & SMS. Pick Get a New Number, Forward My Number or Transfer My Number. The phone setup guide explains which to choose.
- Once a number is connected, the card checks it and shows Number healthy when calls can reach it.
- In the Voice AI card below it, click Enable Voice AI. The card changes to Active and shows the number it is answering.
- To choose who answers and how they sound, open Receptionist settings in the sidebar.
Step 2, the chat bubble on your website
- In the Website Chat Widget card, click the copy icon next to the code snippet.
- Paste it just before the closing body tag on your site. It then shows on every page.
- Using Wix, Squarespace, WordPress or another builder? Click See step-by-step directions for your platform under the snippet for the exact place to paste it.
Step 3, Facebook Messenger and Instagram DMs
- In the Facebook & Instagram card, click Connect Facebook Page.
- Sign in to Facebook, choose the Page for your business, and allow the permissions it asks for. You come back to Pylor on an Integrations page that says Connection established.
- Back in Settings, Channels, the card shows your Page name with Messenger ticked, and Instagram DMs ticked if your Instagram business account is linked to that Page.
Step 4, the address your AI emails from (optional)
The Outbound email address card sets the From address on emails your AI team sends. Leave it blank to send from the inbox you connected.
Using the Inbox
- Open Inbox in the sidebar. It opens on Needs you: messages left for you and anything your AI drafted that is waiting for your okay.
- The Chats tab has texts, website chat, Messenger and Instagram. The Calls tab has phone calls.
- To answer a customer yourself, open the conversation and click Take over. The AI stops replying there, and you type your reply in the box at the bottom. Click Resume AI to hand it back.
- Done shows what has already been handled.
Check it worked
- Call your Pylor number from your own phone. The AI should answer, and the call should appear under Inbox, Calls.
- Text the number (new or transferred numbers only). The AI should reply, and the thread should appear under Chats.
- Open your website in a private window and send a message in the chat bubble. It should appear under Chats too.
- From a personal Facebook account, message your Page. It should appear under Chats.
If something goes wrong
The number check shows a red or amber warning+
Read the headline on the card, it says what is wrong. Number was just provisioned, give it a few minutes means exactly that, and Send a test call lets you prove the number works now. Voice webhook is broken has a Repair voice webhook button: click it, then call again.
Voice AI says to connect a phone number first+
Voice AI uses the number from the Phone & SMS card. Finish that card first, then come back and click Enable Voice AI.
Texts to my number get no reply+
If you forwarded your number, texts do not come to Pylor (see the callout in Step 1). Otherwise open the thread in Inbox. If it says AI is paused on this conversation, someone took it over: click Resume AI.
The chat bubble does not show on my site+
The snippet has to be in the page itself, before the closing body tag, and the site has to be republished. Most builders need you to publish again after adding code. Use the step-by-step directions link in the widget card for your builder.
My Facebook Page is missing, or Facebook shows an error+
You have to be an admin of the Page, not just an editor. Click Connect Facebook Page again and, when Facebook asks which Pages to share, tick yours. If Pylor shows Connection error, try once more, then email support with the message on screen.
Instagram DMs is not ticked+
Link your Instagram business account to the Facebook Page in Meta's settings, then click Connect Facebook Page again.
Still stuck?
Email support@pylorai.com with the step you were on and what the screen said. A screenshot gets it fixed fastest.