Customers message you on your website, Instagram and WhatsApp. How do you keep up?

A customer asks your website chat about collection and hears that you open on Saturdays. On Instagram, a colleague says the collection point is closed all weekend. Both replies sound confident. One relies on an old schedule.

This hypothetical example has a practical fix: shared information and a named person responsible for keeping it current. Your AI agent in Breezaro can answer on your website, WhatsApp, Messenger and Instagram DM using the same knowledge base. When you correct an opening time, you do not have to teach several separate assistants.

Before adding a channel, gather five real customer questions and a colleague to help test the handover.

1. Agree on the answer to five everyday questions

Start with delivery, collection, returns, product availability and order status. For each topic, record where the agent should get its answer and who maintains that information.

If a PDF lists one delivery charge and your website another, resolve the conflict first. Avoid putting a second copy of your entire price list into the agent's instructions. Keep facts in a source you will maintain, then refresh that source in Breezaro after making changes.

2. Connect a channel and repeat the same questions

In Integrations, connect the required channel to the right assistant. Separate setup instructions cover WhatsApp, Messenger and Instagram. These channels are available from Standard and during an active trial.

A successful preview test does not prove the customer experience on another channel. Send your five questions through both the website and the new channel. Check the facts, links and any clarification needed. The wording can vary; Saturday opening hours should agree.

Include “How much is delivery to us?” The agent may need to ask for the country before quoting a price.

3. Distinguish a shared inbox from a shared customer identity

Conversations from your connected channels appear together in Breezaro. That makes it easier to review them and respond as a team. It does not automatically link an anonymous website visitor to someone messaging your Instagram account later.

If a customer says “We discussed this somewhere else yesterday,” ask for the missing context. Do not assume the agent can see another conversation. A social profile name is also insufficient proof that someone owns a particular order.

For website chats, an authorised operator can use visitor context to see the visitor's page journey and current page. This feature is available from Pro and during a trial. It does not provide a view into the browser of someone writing an Instagram DM.

4. Decide who handles requests for a person

The built-in Call operator action requires Pro or a higher plan, or an active trial. Enable it to let the agent alert the team and pause AI replies in that conversation. The visitor can keep writing; their messages wait in the inbox.

An alert does not establish a rota. Agree who watches requests in the morning, who covers the afternoon and what customers should hear outside working hours. Avoid promising that someone will join immediately unless your team can deliver that.

Taking control of a conversation from Breezaro requires Pro or a higher plan, or an active trial. The operator reads the messages, takes over and can return the conversation to AI when finished. On connected channels, the platform's messaging conditions also apply.

5. Test the handover with your laptop closed

If you spend part of the day away from a desk, use Breezaro Companion. The mobile app provides the inbox and push notifications. With the appropriate access, you can also take over a conversation.

Have your colleague request a person from another device. Check the notification opens the right conversation and shows who has taken control. After ending the takeover, send another message to check AI responds again. Include notification permissions in this test.

6. Use a webhook for the next notification

Does your support operation use another system? Send the handover.requested event to your automation through a webhook. Your automation could alert a support channel in Slack or create a record linked to the conversation. The webhook documentation explains setup. Webhooks are available from Standard; generating handover.requested through Call operator requires Pro or a higher plan, or an active trial.

Begin with one event and one destination. Use Send samples to verify delivery and the conversation link. Filter test events in the receiving automation and handle repeated delivery using the event ID, so one request does not create duplicate tasks. Add further events once this path works.

7. Match connected actions to each channel

A product catalogue helps the agent find specific items. A custom action can retrieve information from your system, such as an order's current status. For personal information, configure verification and data access carefully. Custom actions are available from Pro and during a trial.

There is a practical channel difference to plan around: connected channels can use permitted read-only actions, while actions that change data and require confirmation run in the website widget. Do not promise to create a booking directly in Instagram DM because that flow worked on your website. The custom actions guide explains these capabilities.

Review the first week

Read a few conversations from every channel you use. Look for one factual answer to correct, one unnecessary handover and one situation where a person should have joined sooner. Give each item a specific change and an owner.

You now have a manageable set of improvements for the following week. Shared knowledge, working notifications and a tested handover help your team maintain the same level of support when the next customer chooses a different channel.