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A channel won’t connect

Channels are connected from My agents → [your agent] → Deploy. Find the channel under Available and click Connect. If something fails, these are the most common causes and how to fix them.
Before you go on, check that the channel is included in your plan. Telegram is available from the Free plan, WhatsApp, Instagram and Messenger from Standard, and Email on Premium. Channels your plan doesn’t include show up in Deploy under Not in your plan.

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General problems

Possible causes:
  • The browser blocked the pop-up window.
  • You canceled the authorization or the session expired partway through.
If you see the message “Authorization cancelled. If the popup was blocked by the browser, enable popups for this site and try again.”:
  1. Allow pop-up windows for app.chatnorris.ai in your browser settings.
  2. Open Deploy again, choose the channel and click Connect again.
  3. Make sure you’re signed in to Facebook or Instagram with the right account before you start.
That number, account, Page or bot is already connected to a ChatNorris agent (yours or another organization’s). Each account can only be connected to one agent at a time. If you want to move it to another agent, first disconnect it from the Deploy tab of the agent that has it.
The channel is turned off in Deploy: it doesn’t receive or answer messages until you turn it back on. Turn on the channel’s Active switch. Pausing a channel leaves the connection intact.

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WhatsApp

WhatsApp is connected with the Connect with Facebook button. Meta guides you, inside the same window, to create or choose your WhatsApp Business account and your number. When you’re done, ChatNorris asks you for a 6-digit PIN for the number’s two-step verification and you click Finish connecting.
If you see “No WhatsApp Business account linked to this authorization was found” or “The WhatsApp Business account doesn’t have any number associated yet”, Meta’s process didn’t finish creating or selecting the account and the number.
  1. Click Connect with Facebook again and complete every step in Meta’s window through to the end, including the phone number.
  2. Check that the Facebook account you sign in with is an admin of the WhatsApp Business account in Meta.
It can be any new 6-digit PIN: it doesn’t have to match a previous one. Keep it, because you’ll need it if you ever have to register the number again.
If you already have your number’s details in Meta’s developer portal, click Do you have the Phone Number ID and token from the Meta portal? → Connect manually and enter the Phone Number ID, the Access Token, the Phone number, the WABA ID (optional) and the Verified name. You’ll find them in Meta Developer Portal → API Setup.

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Instagram

Instagram is connected with the Connect with Instagram button: you sign in directly on instagram.com and authorize access. You don’t need to link a Facebook Page.
Possible causes:
  • Your Instagram account is personal. ChatNorris only works with professional accounts (business or creator).
  • You signed in with an account that doesn’t manage the Instagram Business account.
  • You didn’t accept all the permissions.
Fix:
  1. Switch your account to professional from the Instagram app (Settings → Account → Switch to professional account).
  2. On instagram.com, sign in with the account you want to connect before clicking Connect with Instagram.
  3. On the authorization screen, accept all the permissions, especially the one to manage messages (instagram_business_manage_messages). Without that permission the agent can’t read or answer direct messages.

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Messenger

Messenger is connected with Connect with Facebook and works with a Facebook Page.
The message “No Facebook Pages associated with this account were found” means the Facebook account you signed in with doesn’t manage any Page, or you didn’t give ChatNorris access to it.
  1. Check that your Facebook account is an admin of the Page.
  2. Connect again and, when Facebook asks, select the Page you want to connect.
  3. If you have several Pages, choose the right one in the list of accounts found and click Connect selected account.

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Telegram

Telegram is connected with a bot token. Create a bot with @BotFather, copy the token it gives you and paste it in Bot token. Then click Connect Telegram.
You copied the token wrong or it isn’t a bot token. Go back to @BotFather, copy the full token (it looks like 123456789:ABC...) and paste it without spaces.
The channel was left inactive because Telegram didn’t accept the configuration. Open the channel in Deploy → Configure and check the Webhook status:
  • Healthy — everything works.
  • With errors, Not registered or Pending updates — click Repair to register the webhook again and then Verify.
If it keeps failing, disconnect the channel and connect it again with the token.
In Telegram, the person has to start the conversation with the bot (for example, by tapping Start) before the agent can reply. Also check the Webhook status as explained above.

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Email

The Email channel doesn’t read your Gmail or Outlook inbox: ChatNorris gives you a unique Inbound address and you forward to it the emails from the Mailbox you handle (for example, support@yourcompany.com). The connection wizard has three steps: Mailbox, Forwarding and Verification.
ChatNorris hasn’t received any forwarded email yet. Check:
  1. That the filter or rule forwards to the exact Inbound address (copy it with the Copy button).
  2. That you send the test email to your mailbox from another account, not from the same mailbox.
  3. That the test email is addressed to your mailbox (in the To or CC field). ChatNorris ignores emails that aren’t addressed to the configured mailbox.
You can click Finish later and check it again from the Email channel page in Deploy, which shows when the last email arrived.
Don’t use “Forward a copy of all incoming mail”. Instead:
  1. Open Gmail → Settings → See all settings → Forwarding and POP/IMAP.
  2. Add a forwarding address with the ChatNorris inbound address (Gmail may ask you to sign in again).
  3. Leave Disable forwarding selected.
  4. Go to Filters and Blocked Addresses → Create a new filter → To: your mailbox (for example, support@…) → Create filter → Forward it to the ChatNorris address.
Create an inbox rule that redirects messages to the inbound address. Don’t use “forward”: forwarding changes the sender and breaks the thread; redirecting keeps the original sender.
You’re forwarding the whole inbox. Change the forwarding so it only sends the emails addressed to your mailbox (a filter in Gmail or a rule in Outlook, as explained above). ChatNorris also ignores bounces, auto-replies and emails from “noreply” addresses.
For more detail, see Email channel.

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The channel stopped working

Possible causes:
  • Meta or Instagram access expired or was revoked (for example, someone removed ChatNorris’s access from the Meta or Instagram settings).
  • The channel is paused in Deploy.
Fix:
  1. Go to Channels in the side menu. If a connection shows “The connection stopped working”, the credentials expired or were revoked.
  2. Reconnect the account from the agent’s Deploy tab: disconnect the channel and connect it again.
  3. If the channel shows as paused, turn it on with the Active switch.

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Still can’t connect?

If none of the fixes above work, write to us at hola@chatnorris.ai and include:
  • The channel (WhatsApp, Instagram, Messenger, Telegram or Email).
  • The exact error you see (a screenshot if possible).
  • The name of the agent and of the account you’re trying to connect.