Which channels can I use on Arino One?
Arino One instances can run WhatsApp, SMS, Instagram, Facebook Messenger, RCS, email, the live web chat widget and Ping Me voice, all landing in one inbox against one contact record. Each channel keeps its own identity, opt-in rule and message-window behaviour, but the console normalises how you send, receive and report on them.
The full channel table
| Channel | Best for | Opt-in required for marketing | Business-initiated message window |
|---|---|---|---|
| Support, transactional, marketing | Yes, explicit and recorded | Free-form reply within 24 hours of last inbound; approved template required outside it | |
| SMS | OTP, alerts, fallback, broad reach | Yes, explicit and recorded | None — sends anytime, subject to per-country sender rules |
| Social support and commerce | Governed by Meta's messaging policy, not a marketing opt-in field | Standard reply window; story replies expire with the story | |
| Messenger | Social support | Governed by Meta's messaging policy | Standard reply window; message tags required for specific out-of-window cases |
| RCS | Branded rich messaging | Yes, explicit and recorded | Verified agent required; template-style behaviour similar to WhatsApp |
| Long-form, receipts, documents | Yes for marketing; transactional email does not require opt-in | None, but domain must be authenticated (SPF/DKIM/DMARC) | |
| Live chat widget | On-site, real-time conversations | Not applicable — visitor-initiated | None |
| Ping Me voice | One-press live voice from a physical device | Not applicable | None |
| KakaoTalk | Reaching customers in South Korea | Handled through Alimtalk template registration | Pre-registered template required for business-initiated sends |
| Zalo | Reaching customers in Vietnam | Yes, via the Official Account's opt-in rules | ZNS template required for business-initiated sends |
| Apple Messages for Business | iPhone users starting a chat from Maps, Safari or Siri | Not applicable — always customer-initiated | Reply window opens when the customer messages you |
Opt-in rules in practice
WhatsApp, SMS and RCS marketing sends all require explicit opt-in recorded on the contact before you send — this record is your evidence if a message is ever challenged. Instagram and Messenger don't use a marketing opt-in field in the same way; instead Meta restricts what you can send and when based on the recipient's last message and any applicable message tag. Email marketing requires opt-in in most jurisdictions, while transactional email (receipts, password resets) does not. Live chat and Ping Me are visitor- or user-initiated, so no opt-in applies.
Message windows explained
WhatsApp, Instagram, Messenger and RCS all restrict what a business can send outside a window that opens when the contact messages you. Inside the window you can reply freely; outside it, WhatsApp and RCS require an approved template, while Instagram and Messenger require a permitted message tag for narrow use cases such as post-purchase updates. SMS, email, live chat and Ping Me have no such window — this is why SMS remains the standard fallback when a windowed channel can't deliver.
How activation differs by instance type
The channel behaves identically once connected. What differs is who holds the keys and who does the connecting work.
| Connection status | Who activates the channel | Whose Infobip/Meta keys |
|---|---|---|
| Connected ($50/month Arino Core connection) | Client, with Arino support available on request | Client's own Infobip/Meta keys |
| Unconnected | Client, entirely self-service | Client's own Infobip/Meta keys |
Every client activates channels from Settings → Channels using their own Infobip account and Meta Business Manager. On a connected instance, Arino can help with the activation on request as part of the connection; on an unconnected instance, it's entirely self-service.
Billing for additional channels
Your instance's flat $50/month covers connection and management of your instance, unlimited seats and unlimited live web chat — it does not cover activating additional channels beyond your initial setup, or the message/conversation costs any channel generates. Extra channel activations are billed separately, and each channel's message volume is metered by Infobip or Meta. See billing-and-plans for the full rate card.
Channel availability by country
Not every channel is available in every country. RCS depends on carrier and country support and is not universally available; Viber and LINE availability also varies by country and market. SMS sender rules differ per country too. Confirm the channel is available in your target countries before building a customer-facing flow on it, and keep SMS or WhatsApp as the fallback where coverage is uncertain.
Choosing a channel
Pick by the recipient's expectation, not by cost. Time-critical and identity-critical traffic — OTPs, delivery alerts — goes to SMS because it needs no app and has no window. Conversational and rich traffic goes to WhatsApp, RCS, Instagram or Messenger, where customers already expect two-way chat. Documents and long-form content go to email. Real-time, on-site questions go to the live chat widget, and instant voice escalation goes to Ping Me.
Frequently asked
Which channels can I use on Arino One?
WhatsApp, SMS, Instagram DMs, Facebook Messenger, RCS, email, the live web chat widget and Ping Me voice all run through the same instance, inbox and contact record.
Does the $50/month cover every channel?
No. The $50/month covers instance connection and management, unlimited seats and unlimited live web chat. Activating additional channels beyond your initial setup, and the message/conversation costs on any channel, are billed separately — see billing-and-plans.
Do I need separate opt-in for each channel?
Generally yes. WhatsApp and SMS marketing both require explicit opt-in recorded against the contact; Instagram and Messenger are governed by Meta's messaging-window rules rather than a marketing opt-in; email requires an authenticated domain and, in most markets, opt-in for marketing sends.
Can I add a channel after my instance is already live?
Yes. Channels are activated independently in Settings → Channels at any time; existing contacts and automations are unaffected.
Does channel activation differ based on connection status?
The channel itself works the same way everywhere, and you always hold your own Infobip/Meta keys. What differs is whether Arino helps with the activation — see the table below.
Which channel should I pick for time-critical messages?
SMS, because it reaches every handset without an app and has no reply-window restriction on business-initiated sends.
Apply this to your own deployment
This guide describes decisions we make on live instances. Tell us your channels, systems and region and we will map it to an architecture outline, a provisioning plan and an indicative commercial model — usually within one business day.