Excited to announce three new messaging integrations on Luo: WhatsApp, Instagram and Facebook Messenger!
You can now bring your customer messages from all three apps into Luo: your WhatsApp Business number, your Instagram direct messages and your Facebook Page’s Messenger inbox. Messages land in your workspace the moment they’re sent, and replies go out from your own number, account or Page.
WhatsApp runs on Meta’s official WhatsApp Business Platform. Instagram messaging connects with your Business or Creator account, no Facebook Page needed. Messenger connects through your Facebook Page.
What are they good for?
For a lot of businesses, a DM or a chat message is how customers actually reach out. But those conversations usually live on someone’s phone or in three different inboxes, far from your orders and customer records.
Say a customer messages you on WhatsApp asking where their order is. Your workspace can find the order in Shopify, draft a reply with the tracking link in your tone of voice, and hand it to your team to approve. Once the drafts look right, you can let it answer the simple ones by itself.
Customer messaging in action
A customer messages you on WhatsApp, Instagram or Messenger. The workspace matches them, finds the answer in Shopify and drafts a reply. Your team approves it, and it goes back in the same app.
Elin SandbergWhatsApp · +46 70 123 45 67
Today
Hi! Where’s my order #1042? It was supposed to arrive this week.09:41
Hi Elin! Your gravel tyres shipped on Monday with PostNord and should reach you on Thursday. Track them here: track.postnord.com/104209:43✓✓
Your workspaceSent
Matched the customerElin Sandberg · 3 orders · by phone number
Found the order in Shopify
Order
#1042 · Gravel tyres, 700×40
Shipped
Monday, PostNord
Arrives
Thursday
Drafted a reply in your tone of voice
Hi Elin! Your gravel tyres shipped on Monday with PostNord and should reach you on Thursday. Track them here: track.postnord.com/1042
Approved by your team · sent 09:43
Elin SandbergWhatsApp · +46 70 123 45 67
Today
Hi! Where’s my order #1042? It was supposed to arrive this week.09:41
Hi Elin! Your gravel tyres shipped on Monday with PostNord and should reach you on Thursday. Track them here: track.postnord.com/104209:43✓✓
Your workspaceSent
Matched the customerElin Sandberg · 3 orders · by phone number
Found the order in Shopify
Order
#1042 · Gravel tyres, 700×40
Shipped
Monday, PostNord
Arrives
Thursday
Drafted a reply in your tone of voice
Hi Elin! Your gravel tyres shipped on Monday with PostNord and should reach you on Thursday. Track them here: track.postnord.com/1042
Approved by your team · sent 09:43
Mikkel HolmInstagram · @mikkel.holm
Today
Is the commuter helmet back in green? Been waiting since summer.11:02
Good news, Mikkel: the green commuter helmet is back! We restocked it yesterday and have 12 left. Here’s the link if you want one before they go.11:04
Seen
Your workspaceSent
Matched the customerMikkel Holm · 1 order · by Instagram username
Checked stock in Shopify
Product
Commuter helmet, green
Stock
12 available
Restocked
Yesterday
Drafted a reply in your tone of voice
Good news, Mikkel: the green commuter helmet is back! We restocked it yesterday and have 12 left. Here’s the link if you want one before they go.
Approved by your team · sent 11:04
Jonas BergMessenger · to your Facebook Page
Today
Can I return the rain jacket I bought? It’s a bit too big for me.13:15
Of course, Jonas. Your rain jacket is still inside our 30-day return window. Reply here and we’ll send a free return label, or swap it for a size M.13:16
Seen
Your workspaceSent
Matched the customerJonas Berg · 2 orders · by Messenger profile
Checked the order and your returns policy
Order
#1038 · Rain jacket, size L
Delivered
Sep 21
Policy
30 days, free returns
Drafted a reply in your tone of voice
Of course, Jonas. Your rain jacket is still inside our 30-day return window. Reply here and we’ll send a free return label, or swap it for a size M.
Approved by your team · sent 13:16
It works just as well for one shared inbox across all three apps, appointment reminders customers confirm with one tap, or Instagram and Messenger conversations that turn into leads in your CRM.
How do I get started?
You can connect all three from Integrations in your workspace right now.
Already using the WhatsApp Business app? You can keep using it. Connect the same number and your contacts come with it, and replies you send from your phone show up in Luo too.
One number, two places
WhatsApp Business app
Could I pick it up tomorrow instead?14:02
Of course! See you at 3.14:05✓✓
+46 70 123 45 67
Luo workspace
Contacts312
Of course! See you at 3.Sent from your phone · 14:05
Don’t have anything in Luo yet? Ask Luo to build it for you:
Ask Luo
“Build us an inbox for our WhatsApp, Instagram and Messenger messages. Keep each customer’s conversations and details in one place, and draft replies for us to approve.”
As always, we’d love to hear what you build with them, so let us know!
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