Documentation overview
Touchbaze is two products on one account: Touchbaze Engage, a shared inbox and automation engine for WhatsApp, Instagram and Messenger, and Touchbaze Support, a customer support desk with tickets, SLAs and a knowledge base. This page explains how the pieces fit together and where to go next.
How Touchbaze is put together
Every customer message follows the same path, whichever channel it arrives on:
- Channels — WhatsApp (through Meta's Cloud API, or a provider such as Twilio, 360dialog or Gupshup), Instagram Direct and Facebook Messenger.
- Channel adapters — each channel plugs into one adapter layer, so the inbox, automation and broadcast engines work the same way everywhere.
- Your workspace — conversations, contacts, automation flows and campaigns. Each workspace is isolated at the database level, with its own contacts, credentials, billing and usage.
- Your systems — the Send API and webhooks connect Touchbaze to your backend, CRM or order system.
Support sits alongside Engage in the same account. A conversation in Engage can be escalated to a Support ticket in one click, carrying the full conversation, contact and channel with it.
Key concepts
- Workspace — your team's isolated space. Agencies run one workspace per client.
- Channel — a connected WhatsApp number, Instagram account or Facebook Page.
- Conversation — the thread between a contact and your team on one channel.
- Customer service window — the 24 hours after a customer's last message, during which you can reply freely. Outside it, WhatsApp only allows approved templates; Instagram and Messenger have equivalent reply windows.
- Template — a message pre-approved by Meta, used to start a conversation or reach a customer outside the window. Categories are marketing, utility and authentication.
Environment variables
If you integrate from your own backend, these are the values you'll typically keep in your environment:
| Variable | Used for |
|---|---|
TOUCHBAZE_API_KEY | Authenticating Send API requests, sent as the x-api-key header |
TOUCHBAZE_WEBHOOK_SECRET | Verifying that webhook requests really came from Touchbaze |
TOUCHBAZE_API_BASE | The API host — https://app.touchbaze.io unless you've been told otherwise |
Create API keys and webhook secrets in your workspace settings. Treat both like passwords: keep them server-side and out of source control.
Quick links
- Engage quickstart — connect your channels, automate replies, send your first broadcast and call the Send API.
- Support quickstart — tickets, SLAs, roles, domain provisioning and escalation from Engage.
- Pricing — plans, message allowances and how Meta's rates are billed.
- Contact — questions the docs don't answer.