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An instance is the connection slot the agency assigns to an organization. A channel is what the client connects in that slot, such as WhatsApp by QR code, Official WhatsApp or Instagram.

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Who does what

The client’s organization does not create, link or delete instances.

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Assign an instance

1

Open the organization

In the portal, enter the client’s organization and open Instances.
2

Choose the channel type

Select the connection type the client will use. The instance is created with that type already set.
3

Ask the client to connect

The client connects the channel in Settings › Channels, by scanning the QR code or authorizing access.
Creating an organization never assigns an instance on its own, not even when you use a kit. While there is no instance, the client sees the message “No channel enabled yet”, without being asked for a QR code. Unlinking gives the slot back to the agency, free and from scratch. The instance stops existing for the organization. Afterward, the slot can be assigned to another organization. See How to link an instance for what the screen warns before you confirm. Conversations and history stay in the organization where they were created.

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Instance names

The instance name is friendly. Choose a name the client recognizes.

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Instances beyond the included ones

The Supporter Plan includes 5 instances. To have more, buy extra instances, at the price shown in the portal. See Supporter Plan.

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Channels as modules

Each channel is a module of the organization: WhatsApp by QR code, Official WhatsApp, Instagram and Google Business Profile (inside Reputation). The agency turns each organization’s modules on and off. If a channel’s module is off, the instance stays visible in the list, with a badge.

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One conversation per channel

For each end customer, STChat keeps one conversation per channel type. If the organization has several WhatsApp numbers, the contact still has a single WhatsApp conversation, and each message records the number it came in or went out through. Official WhatsApp and WhatsApp by QR code count as the same channel type.

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