How to Run WhatsApp, Instagram, Facebook, and Website Chat with a Small Team

Omnichannel for small business breaks down when the work is scattered. One person has WhatsApp. The other “does Instagram.” The website widget is on, and nobody owns it. Customers experience that as silence. Here is how a two-person team can cover WhatsApp Business, Instagram, Facebook, and the site.

1. Write the ten answers you give every week

Hours, delivery, price, and what you do not do. If it is not written, the assistant cannot share it, and the two of you will improvise different versions. This is the whole knowledge base you need on day one.

2. Train one assistant, not four

Put those answers and your catalog into one Zorachat assistant. Follow how to train one AI assistant for every channel. Test the ten questions before you add a second app.

3. Connect the four doors in order of volume

Start with the channel that already rings. Then add the website widget, Instagram, and Facebook. Same brain, four doors. That is omnichannel in practice. Customers stay where they wrote.

4. Agree what only a person may answer

Refunds, custom work, angry messages, and anything over an amount you choose. Write it down so you are not renegotiating at 9 p.m. The steps are in how to hand off a chat to a human.

5. Live in one inbox

Both of you use Live Agent on the web or your phone. The channel is a label on the thread. You do not open four apps “to be sure.” A normal day is packing orders or seeing customers while the assistant handles the repetitive messages. You open the unified inbox for threads that asked for a person, or that you want to sell yourself.

What to leave for later

A ticketing suite, a second bot, and a night shift can wait until the inbox is overflowing with work a person must do. Until then, attention should sit in one list.

Frequently asked questions

Do we need a support hire to be on four channels?

Not for routine questions. You need the assistant for those, and a shared inbox for the rest. Hire when the human queue, not the total message count, is more than the two of you can clear.

Who owns the inbox if we are both with customers?

The assistant owns the routine replies. You own a check-in rhythm: a few times a day, plus anything marked for a person. The phone app is the same queue, so either of you can take a thread between appointments.

Add the next channel only after the first one is right

Start with the assistant, connect the channel your customers already prefer, and add the others when those ten answers are correct.