Set up Inchat, find quick answers, and fix the most common problems. Menu names below match the app.
Last updated: 19 September 2026
Eight steps from sign-up to your first broadcast.
Go to the Log in page. You can sign in with a phone number (we send a one-time code by SMS or WhatsApp) or with an email address. Sign-up and sign-in are the same flow.
After you sign in, open Onboarding for a short checklist that walks you through the first setup steps for your workspace.
Open Settings → Channels. The catalog shows what you can connect today: WhatsApp (WhatsApp Business Platform, connected through Facebook's Embedded Signup), Facebook Messenger, Instagram, Telegram, TikTok Shop, and the website chat widget. Cards marked coming soon or unavailable cannot be connected yet.
Open Settings → Team, invite teammates by email, and choose their role. Invitations are emailed from Inchat. Teammates only see the channels you give them access to.
Open Settings → AI. Add knowledge sources (your FAQs, product and price information) so replies are grounded in your own facts. You choose whether the AI drafts replies for you to send or replies on its own, and you can switch AI off for the whole workspace or for one channel at any time.
AI replies count against a monthly allowance that depends on your plan; see Settings → Billing. Customer conversations are not used to train AI models.
Broadcasts and workflows need the Growth plan or higher. On Free or Starter you can view and stop existing ones but not create new ones.
The Inchat mobile app uses the same account and workspace: sign in with the same phone number or email. It has the inbox, contacts, and push notifications for new messages.
Open Settings → Notifications, find the desktop notification row, and allow notifications when your browser asks. If it shows as blocked, change the permission in your browser's site settings for this site, then reload.
Open Settings → Support to file a ticket and follow its progress. Pick the closest category so it reaches the right person faster.
Short answers. The Privacy Policy and Terms of Service are the binding texts.
Paid plans start with a 14-day free trial when you subscribe through Stripe Checkout. See the Refund Policy for what happens when you cancel.
Meta's per-message charges are billed by Meta directly to your WhatsApp Business Account. They are separate from Inchat's subscription fee.
No. Customer conversations are not used to train AI models. The Privacy Policy lists every provider that processes data for us.
Use the kill switch in Settings → AI to switch AI off for the whole workspace, or the AI switch on a channel in Settings → Channels to stop it on that channel only.
Open Settings → Billing and choose Manage billing. It opens Stripe's billing portal, where you can update your card, see invoices and cancel.
Yes. Use the export action on the Contacts page to download your contacts as a CSV file.
A workspace owner can delete the workspace and all personal data in it from Settings → General → Danger zone. You can delete your own account from the mobile app. Your customers can ask for deletion by emailing us. The Privacy Policy has the details and the 30-day commitment.
The web app and the mobile app are available in English, Bahasa Malaysia and Chinese.
Try these first. If they do not fix it, file a ticket with the channel name and a screenshot.
Open Settings → Channels and look at the channel's status. If it shows a problem, use the recheck button on that channel; if the connection was revoked or expired, reconnect it. Also check that the channel is assigned to a team member who has access to it.
On WhatsApp you can send free-form text only within 24 hours of the customer's last message. After that, send an approved message template instead. On Messenger and Instagram, platform windows apply too. The failed message shows the reason from the platform.
Tokens can expire or be revoked when a password, role or permission changes on the Facebook, Instagram or TikTok side. Reconnect the channel from Settings → Channels. For a TikTok Shop authorised before 14 September 2026, authorise it again.
Check, in this order: the workspace kill switch in Settings → AI is off; the channel's AI switch is on; the channel has an agent assigned (routing or default agent); your monthly AI allowance is not used up (Settings → Billing); and a human has not already taken over the conversation.
Find the fact in Settings → AI → knowledge sources and correct it, or add a source that says the right thing. Check that the source finished processing. Then raise the confidence setting or switch the agent to drafts only while you tune it.
Broadcasts need the Growth plan or higher and an approved WhatsApp template. If Meta rejected the template, edit the wording and resubmit it. Check the audience too: a broadcast only reaches contacts in the chosen segment who can be messaged on that channel.
Workflows need the Growth plan or higher and must be published and running. Check that the trigger matches the conversation. To edit a running workflow, stop it first, make the change, then start it again.
Allow notifications for Inchat in your phone's system settings, then check Settings → Notifications in the app. Make sure you are signed in on that phone with the same account.
Open Settings → Notifications. If the desktop row says blocked, change the notification permission for this site in your browser's site settings and reload.
Wait a minute, then request a new code. Try the other delivery option (SMS or WhatsApp), or sign in with email instead. Check the phone number includes the right country code.
Open a ticket from Settings → Support in the app (you can attach screenshots), or email us: hello@inseller.my