Help Center

Everything you need to know about using PingPlug — from setup to advanced features.

Getting Started

How to connect your WhatsApp Business number

2 min read

  1. 1Click Settings → WhatsApp in the left sidebar.
  2. 2Click the green Connect with Meta button.
  3. 3A Meta login popup will open. Log in with your Facebook account.
  4. 4Select the WhatsApp Business Account you want to connect.
  5. 5PingPlug automatically gets your Phone Number ID, Business Account ID, and sets up the webhook — no manual steps needed.
  6. 6You'll see a green ✓ Connected status when it's done.
  7. 7Done! Your WhatsApp number is live and you can start receiving and sending messages.
💡 Tip: If you don't have a WhatsApp Business number yet, create one free at business.whatsapp.com before connecting.

Setting up your first broadcast message

3 min read

  1. 1Go to Broadcasts → New Broadcast in the sidebar.
  2. 2Step 1 — Pick a template: Choose an approved WhatsApp message template. If you don't have any, go to Settings → Templates to create one.
  3. 3Step 2 — Select your audience: Choose which contacts to send to. You can filter by tags, or select all.
  4. 4Step 3 — Personalize: Add variable values like {{first_name}} if your template uses them.
  5. 5Step 4 — Schedule or send: Either send immediately or pick a date and time.
  6. 6Your broadcast will start sending. Track delivery, read rates, and replies in real time on the broadcast detail page.
💡 Tip: WhatsApp only allows sending broadcasts via pre-approved templates to contacts who have messaged you in the last 24 hours, or via template messages to anyone.

Importing contacts via CSV

2 min read

  1. 1Go to Contacts in the sidebar.
  2. 2Click the Import button (top right).
  3. 3Download the CSV template to see the correct format.
  4. 4Fill in your contacts: name, phone number (with country code, e.g. +923001234567), email, company.
  5. 5Upload your CSV file.
  6. 6PingPlug will import all contacts and show you a success count.
  7. 7Your contacts are now available for broadcasts and automations.
💡 Tip: Always include country codes in phone numbers. Pakistan numbers should start with +92.

Inbox & Messaging

How the omni-channel inbox works

2 min read

  1. 1The Inbox shows conversations from all your connected channels in one place.
  2. 2WhatsApp (🟢) — messages from your WhatsApp Business number.
  3. 3Instagram (📸) — direct messages from your Instagram Business account.
  4. 4Facebook (📘) — messages from your Facebook Page via Messenger.
  5. 5Use the channel tabs at the top to filter by platform.
  6. 6Click any conversation to open it. Reply directly from the composer at the bottom.
  7. 7Use the ✨ AI Suggest button (sparkle icon) to get 3 AI-generated reply suggestions instantly.
💡 Tip: Connect Instagram and Facebook pages in Settings → Channels.

Assigning conversations to team members

1 min read

  1. 1Open any conversation in the Inbox.
  2. 2Look for the Assign button in the conversation header.
  3. 3Select a team member to assign the conversation to.
  4. 4The assigned agent will see the conversation in their inbox.
  5. 5Use the status dropdown (Open / Pending / Closed) to manage conversation state.
💡 Tip: Use automations to auto-assign conversations based on keywords or contact tags.

Using AI reply suggestions

1 min read

  1. 1Open any conversation in the Inbox.
  2. 2In the message composer at the bottom, click the ✨ sparkle icon.
  3. 3PingPlug reads the last 10 messages for context and generates 3 reply suggestions using Claude AI.
  4. 4Click any suggestion to paste it into the composer. Edit it if needed, then send.
  5. 5This works for WhatsApp, Instagram, and Facebook conversations.
💡 Tip: AI suggestions work best when there are at least 2-3 messages in the conversation for context.

Automations

Creating your first automation

3 min read

  1. 1Go to Automations → New Automation.
  2. 2Set a trigger — what starts the automation. Options include: keyword match, new contact, tag added, new inbound message, or schedule.
  3. 3Add steps — actions to take when triggered. You can: send a message, send a WhatsApp template, add/remove a tag, assign a conversation, wait X minutes/hours, add a condition branch, or create a deal.
  4. 4Turn the automation Active when ready.
  5. 5Every time the trigger fires, the automation runs and logs results in Automations → Logs.
💡 Tip: Start with a simple keyword automation: trigger = 'keyword match: price' → send a message with your pricing info.

Setting up auto comment reply (Instagram & Facebook)

2 min read

  1. 1First, connect your Instagram or Facebook page in Settings → Channels.
  2. 2Go to Comment Replies in the sidebar.
  3. 3Click New Rule.
  4. 4Select the platform (Instagram or Facebook) and which page.
  5. 5Optionally enter a Post ID to target a specific post, or leave blank for all posts.
  6. 6Enter keywords that trigger the rule (e.g. 'price', 'info', 'buy') — or leave blank to reply to every comment.
  7. 7Write the DM message that gets sent automatically to the commenter.
  8. 8Optionally add a public comment reply (posts a reply below their comment).
  9. 9Save the rule and it goes live immediately.
💡 Tip: Great for giveaways, promotions, and lead generation on social posts.

Drip campaigns with the Wait step

3 min read

  1. 1A drip campaign sends a series of messages over time automatically.
  2. 2Create a new Automation with trigger: New contact created or Tag added.
  3. 3Add a Send Message step for your first message.
  4. 4Add a Wait step — set it to 1 day, 2 days, etc.
  5. 5Add another Send Message step for the follow-up.
  6. 6Repeat for as many drip steps as you want.
  7. 7Turn the automation active. New contacts will automatically enter the drip sequence.
💡 Tip: Use tags to segment contacts into different drip sequences (e.g. 'cold-lead' vs 'hot-lead').

Instagram & Facebook

Connecting your Instagram Business account

3 min read

  1. 1Your Instagram account must be a Business or Creator account linked to a Facebook Page.
  2. 2Go to Settings → Channels in PingPlug.
  3. 3Click Connect next to Instagram.
  4. 4Follow the instructions to get a User Access Token from Meta for Developers.
  5. 5Paste the token and click Connect.
  6. 6PingPlug will automatically connect all Instagram pages you manage.
  7. 7Instagram DMs will now appear in your inbox with the 📸 indicator.
💡 Tip: If your Instagram isn't showing up, make sure it's connected to a Facebook Page in your Facebook Business Manager.

Connecting your Facebook Page for Messenger

3 min read

  1. 1Go to Settings → Channels in PingPlug.
  2. 2Click Connect next to Facebook Messenger.
  3. 3Get a User Access Token from the Meta Graph API Explorer with 'pages_messaging' permission.
  4. 4Paste the token and click Connect.
  5. 5All your Facebook Page messages will appear in the inbox with the 📘 indicator.
  6. 6Reply to Facebook Messenger conversations directly from PingPlug.
💡 Tip: Facebook Messenger messages can be automated using the Automations feature.

Billing & Plans

Understanding the contact limit

1 min read

  1. 1Your plan's contact limit is the maximum number of unique contacts you can have.
  2. 2Free: 100 contacts. Starter: 5,000. Growth: 25,000. Unlimited: no limit.
  3. 3When you reach 80% of your limit, you'll see a yellow warning bar on the Billing page.
  4. 4When you hit 100%, you won't be able to add new contacts until you upgrade.
  5. 5Upgrade anytime from the Billing page — it takes effect instantly.
  6. 6You are never blocked from messaging existing contacts, only from adding new ones.
💡 Tip: The contact limit counts total contacts in your account, not messages sent.

How to upgrade your plan

1 min read

  1. 1Go to Billing in the left sidebar.
  2. 2Under 'Choose a plan', click Upgrade on the plan you want.
  3. 3You'll be redirected to a secure LemonSqueezy checkout page.
  4. 4Complete payment (credit card or PayPal).
  5. 5Your plan upgrades instantly — no waiting.
  6. 6To cancel or change your card, click Manage billing & invoices on the Billing page.
💡 Tip: All payments are handled securely by LemonSqueezy. PingPlug never stores your card details.

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