> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Social messaging

> Handle WhatsApp, Instagram, and Facebook Messenger conversations alongside your other channels in the Hoop inbox.

Hoop consolidates your social messaging channels — WhatsApp, Instagram Direct, and Facebook Messenger — into the same Conversations inbox as your SMS and email. All the standard tools (snippets, trigger links, custom values, payment requests) are available in every social channel.

***

## Instagram Direct Messaging

Once you connect your Instagram account (which must be linked to a Facebook Page and Meta Business Suite), incoming Instagram DMs appear in your Conversations tab with the Instagram channel indicator.

<Frame caption="Instagram channel indicator in conversations">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-instagram-channel.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=7c4b43b76a9328b7b5014fadcb70f1e4" alt="Instagram channel" width="1161" height="589" data-path="images/conversations-instagram-channel.png" />
</Frame>

<Note>
  You can only reply via Instagram DM if the contact has sent your business a message through Instagram first. If they have not, the Instagram option will not appear.
</Note>

### Composing Instagram messages

All the standard message tools are available:

| Tool                          | How to access                                          |
| ----------------------------- | ------------------------------------------------------ |
| Emojis                        | Smiley face icon — search or browse categories         |
| File attachments              | Paperclip icon — select from your system               |
| Snippets (SMS templates)      | Paper icon — choose from saved templates               |
| Trigger links                 | Lightning bolt icon                                    |
| Custom values                 | Tag icon                                               |
| Payment request               | Dollar sign icon → fill in invoice details → Copy link |
| AI Bot                        | Toggle the bot icon to enable automated responses      |
| Expand / collapse message box | Icons at the top right corner                          |

***

## Facebook Messenger

Connect your Facebook Page through Meta Business to receive Messenger conversations in Hoop.

<Frame caption="Facebook Messenger in the conversations inbox">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-facebook-channel.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=40e1e731dfd42134bc45ec425f80cc72" alt="Facebook channel" width="1137" height="321" data-path="images/conversations-facebook-channel.png" />
</Frame>

<Note>
  Facebook messaging settings are only available for Facebook Pages connected to Meta Business.
</Note>

<Note>
  You can only reply via Messenger if the contact has messaged your business through Facebook first.
</Note>

### Composing Facebook messages

The same toolbar as Instagram is available, plus:

* **Internal Comment** — switch to the Internal Comments channel to leave a private team note without the client seeing it.
* **Message box resize** — minimize or maximize the composer; your draft is preserved either way.

***

## WhatsApp

WhatsApp conversations are identifiable in your inbox by the green WhatsApp icon. The 24-hour messaging window applies — you can reply freely within 24 hours of receiving an inbound message; outside that window, you must use an approved WhatsApp template.

<Frame caption="WhatsApp conversation in Hoop">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/6wlH0ZEykyQqefII/images/conversations-whatsapp-channel.png?fit=max&auto=format&n=6wlH0ZEykyQqefII&q=85&s=3eee81fd7e5346ad757eb83e12bdb015" alt="WhatsApp channel" width="762" height="746" data-path="images/conversations-whatsapp-channel.png" />
</Frame>

### Composing WhatsApp messages

<Steps>
  <Step title="Select WhatsApp channel">
    Open the contact's conversation and click the **WhatsApp** tab.
  </Step>

  <Step title="Compose your message">
    Write your message. You can include links, images, and custom values just like any other channel.
  </Step>

  <Step title="Use a WhatsApp template">
    Click the notebook icon to select from your approved WhatsApp templates.
  </Step>

  <Step title="Request payment">
    Click the **\$** icon to send a payment link directly through WhatsApp.
  </Step>

  <Step title="Send or schedule">
    Click **Send** for immediate delivery, or click the down arrow to schedule. Scheduled messages can be set up to 24 hours from the last inbound message from the customer.

    <Frame caption="WhatsApp send and schedule options">
      <img src="https://mintcdn.com/hoopai-84ec0cdc/6wlH0ZEykyQqefII/images/conversations-whatsapp-send.png?fit=max&auto=format&n=6wlH0ZEykyQqefII&q=85&s=f07de836f38325174800c9bc9ceac898" alt="WhatsApp send" width="704" height="217" data-path="images/conversations-whatsapp-send.png" />
    </Frame>
  </Step>
</Steps>

### WhatsApp voice notes

Send audio voice notes directly in WhatsApp conversations.

<Steps>
  <Step title="Grant microphone permission">
    The first time you record, Hoop will request microphone access. Grant it in your browser or device privacy settings.
  </Step>

  <Step title="Record">
    Click the **microphone** icon to start recording. Speak clearly.

    <Frame caption="Recording a WhatsApp voice note">
      <img src="https://mintcdn.com/hoopai-84ec0cdc/6wlH0ZEykyQqefII/images/conversations-whatsapp-voicenote.png?s=4eea25a1bf6e30d0bed9b3f666899db4" alt="Voice note recording" width="710" height="278" data-path="images/conversations-whatsapp-voicenote.png" />
    </Frame>

    <Note>
      Maximum voice note duration is 10 minutes.
    </Note>
  </Step>

  <Step title="Send">
    Click the send button to deliver the voice note in real time.
  </Step>
</Steps>

<AccordionGroup>
  <Accordion title="Use cases for voice notes">
    * **Customer support** — explain complex issues with a personal, human touch.
    * **Special offers** — announce promotions enthusiastically to drive engagement.
    * **Feedback requests** — personalized audio requests feel more genuine and get more responses.
  </Accordion>

  <Accordion title="Voice note troubleshooting">
    * **Microphone not working** — check browser or OS permissions for microphone access.
    * **Can't find the microphone icon** — ensure there is an active WhatsApp conversation (voice notes cannot be sent to contacts without an open conversation).
    * **Audio quality issues** — minimize background noise and speak directly into the microphone.
    * **Sending issues** — refresh the page or restart the browser.
  </Accordion>
</AccordionGroup>

### WhatsApp snippets

Use saved text snippets inside WhatsApp conversations:

<Steps>
  <Step title="Navigate to the WhatsApp channel">
    Open the conversation and switch to the **WhatsApp** tab.
  </Step>

  <Step title="Open the snippets panel">
    Click the **paper icon** in the message toolbar.
  </Step>

  <Step title="Select a snippet">
    Choose the desired snippet — it populates into your message field automatically.

    <Frame caption="Snippets panel in WhatsApp">
      <img src="https://mintcdn.com/hoopai-84ec0cdc/6wlH0ZEykyQqefII/images/conversations-snippets-whatsapp.png?fit=max&auto=format&n=6wlH0ZEykyQqefII&q=85&s=766cbcd1c0da0b08d4efb843128f1fa5" alt="WhatsApp snippets" width="1144" height="339" data-path="images/conversations-snippets-whatsapp.png" />
    </Frame>
  </Step>

  <Step title="Send">
    Optionally add more text, then click **Send**.
  </Step>
</Steps>

### Saving WhatsApp media to documents

WhatsApp media shared in conversations — images, videos, PDFs — is automatically retained in Hoop for up to one year (inbound files expire on WhatsApp after 7 days; outbound after 30 days). You can also save attachments permanently to a contact's Documents folder.

<Steps>
  <Step title="Click the attachment">
    Open the WhatsApp conversation and click on the media attachment.
  </Step>

  <Step title="Save to documents">
    Select **Add to Documents** from the actions dropdown.

    <Frame caption="Add WhatsApp media to contact documents">
      <img src="https://mintcdn.com/hoopai-84ec0cdc/6wlH0ZEykyQqefII/images/conversations-whatsapp-media-docs.png?fit=max&auto=format&n=6wlH0ZEykyQqefII&q=85&s=12252ccf9007efc4945218a58cc25833" alt="Add to documents" width="809" height="419" data-path="images/conversations-whatsapp-media-docs.png" />
    </Frame>
  </Step>

  <Step title="Access anytime">
    The file is saved in the contact's Documents section. Click the three dots next to the file to download or preview it.
  </Step>
</Steps>