# Linking channels

> How to link WhatsApp, Instagram, Facebook, Telegram, email and PEC to Narciso: who can do it, the four ways to open the «Connetti i tuoi canali» window, the meaning of the cards and dots, and what happens after linking.

Last updated: 23 October 2026. Source: https://narciso.io/en/docs/collegare-i-canali/

**Channels** are the roads on which clients and suppliers write to you: WhatsApp, Instagram, Facebook Messenger, Telegram, email and PEC. Until a channel is **linked**, its messages do not arrive in Narciso's chat and you cannot reply on that channel from Narciso. This entry explains how to open the links window and how to read it; each channel then has its own entry with the exact steps.

## The channels at a glance

| Channel | What it links | What you need first | Entry |
|---|---|---|---|
| **Instagram** | A **professional** Instagram profile: direct messages and comments | Access to that profile | [Instagram](https://narciso.io/en/docs/instagram/) |
| **Facebook** | A Facebook **page**: Messenger and page activity | A Facebook account that manages the page | [Facebook (Messenger)](https://narciso.io/en/docs/facebook/) |
| **WhatsApp Aziendale** | An official WhatsApp Business number, dedicated to Narciso | A WhatsApp Business account on Meta with a registered number | [WhatsApp (Personale and Aziendale)](https://narciso.io/en/docs/whatsapp/) |
| **WhatsApp Personale** | Your usual number, as «WhatsApp Web» inside Narciso | A **Narciso Hub** installed and switched on at the location, and the phone with WhatsApp | [WhatsApp (Personale and Aziendale)](https://narciso.io/en/docs/whatsapp/) |
| **Telegram** | Your personal Telegram account (not a «bot») | The account's number and the phone at hand | [Telegram](https://narciso.io/en/docs/telegram/) |
| **Email** | A mailbox, to receive and send | Address, password and IMAP access enabled with the provider | [Email](https://narciso.io/en/docs/email/) |
| **PEC** | A certified mailbox, to receive and send | PEC address, password and provider settings | [PEC (certified email)](https://narciso.io/en/docs/pec/) |
| **TikTok** | A TikTok account, **for publishing only** | A TikTok account | [TikTok (linking)](https://narciso.io/en/docs/tiktok-canale/) |

After linking, **the history is not imported**: messages arrive **from that moment on**. For mail, the first download covers only the last 24 hours ([Email](https://narciso.io/en/docs/email/)).

> **Note.** The link concerns the **active location**: a channel linked in one location may not appear as linked in another. How it works with several locations is in [Multiple locations and shared channels](https://narciso.io/en/docs/canali-e-sedi/).

## Who can link and unlink

**Only the Titolare (owner).** Linking, relinking and unlinking a channel, and changing the email and PEC configuration, are actions reserved for the Titolare, including for WhatsApp Personale with the QR and for Telegram.

A Responsabile (manager) or an Operatore (operator) sees the window and can try, but Narciso answers **«Operazione riservata al Titolare.»** (Operation reserved for the Titolare.). With **unlinking** no message appears: the channel simply stays linked.

## Opening the «Connetti i tuoi canali» window

There are four ways, all leading to the same window.

1. **Collegamenti button** in the top bar of the Comunicazioni page (chain icon). It opens the grid of channels.
2. **Impostazioni menu of the chat column** (cogwheel): the **Collegamenti** row has a submenu with a checkbox for each of seven channels: Instagram, Facebook, WhatsApp Personale, WhatsApp Aziendale, Telegram, Email, PEC. A ticked box means the channel is linked.
   - **Ticking** a channel that is not linked opens the window already inside its linking path (for WhatsApp it skips the choice between Personale and Aziendale).
   - **Unticking** a linked channel opens the window already on the unlinking confirmation: nothing is ever unlinked without that confirmation ([Unlinking a channel](https://narciso.io/en/docs/scollegare-un-canale/)).
   - The box does not change by itself when you click it: it updates when the link succeeds.
   - The submenu opens when the mouse passes over it and closes an instant after you leave it; **Esc does not close it**, it closes with a click outside.
   - TikTok is not there: it is linked only from the Social Media page. In the full-page chat the Impostazioni menu does not have the Collegamenti row: there you use the button at the top ([Comunicazioni settings](https://narciso.io/en/docs/impostazioni-comunicazioni/), [The chat in the side menu](https://narciso.io/en/docs/minichat/)).
3. **The «Riconnetti» button** of the warning that appears when you try to write on an unlinked channel ([New message](https://narciso.io/en/docs/nuovo-messaggio/)). It opens the grid.
4. **From the Social Media page**, with its Collegamenti button: the same window but with four cards (Instagram, Facebook, TikTok, Pinterest). Instagram and Facebook have two separate links on the same account: **Messaggi** (Messages), for chats (managed from Comunicazioni), and **Pubblicazione** (Publishing), for posts (managed from Social Media).

> **Note.** The «Collegamenti» button of the **Cassa** (accounts, POS, PayPal) is a different window: see [Cash desk links](https://narciso.io/en/docs/collegamenti-della-cassa/).

## The grid

A white sheet in the middle of the screen with the title **«Connetti i tuoi canali»** (Connect your channels). From Comunicazioni there are six cards, in three columns: **Instagram, Facebook, WhatsApp** and, below, **Posta Elettronica Certificata (PEC), Telegram, Posta Elettronica** (Email). The WhatsApp card gathers the two types of WhatsApp ([WhatsApp (Personale and Aziendale)](https://narciso.io/en/docs/whatsapp/)).

At the top right of each card there is a dot:

| State | Appearance | Dot |
|---|---|---|
| **Non collegato** (Not linked) | White background; grows slightly when the mouse passes over it | Grey |
| **Collegato** (Linked) | Light grey «inset» background | **Green**; when you hover over it «Collegato» appears |
| **Non disponibile** (Not available) (WhatsApp only) | Faded, «forbidden» cursor, tooltip «Canale disabilitato dall'amministratore» (Channel disabled by the administrator) | Grey |

What a click on a card does:

| Card | Not linked | Linked |
|---|---|---|
| Instagram, Facebook, Telegram, Email, PEC | Opens the linking path | Opens the channel's panel with **Scollega** (Unlink) and **Ricollega** (Link again) |
| WhatsApp | Only one type available: opens that path directly. Two types: you first choose which | See [WhatsApp (Personale and Aziendale)](https://narciso.io/en/docs/whatsapp/) |

- **WhatsApp not available.** If no type of WhatsApp is active for your account, the card is faded and a click shows the red warning «Il canale di comunicazione scelto non è disponibile per il proprio account» (The chosen communication channel is not available for your account). To activate it, write to about@narciso.io ([Support](https://narciso.io/en/docs/assistenza/)).
- **Email and PEC appear as linked** only if the mailbox is active **and** has the **IMAP** server (the one needed to receive). A mailbox saved only for sending stays grey in this window.
- **All cards grey.** When the window opens, the data arrives a fraction of a second later. If the request fails (no network, server unreachable) the cards stay **all grey, with no messages**: it does not mean the channels are unlinked. Close and reopen the window.

### Closing the window

There is no «X» and **Esc does nothing**: it closes with a click on the dark background outside the panel. This applies at every step, even halfway through linking: **what you had written is lost** and the link is not completed. A Meta or TikTok window that is already open stays open and has to be closed by hand.

## The panel of a linked channel

A click on a linked card shows the logo with a green tick, the name of the channel and the text **«Attualmente connesso e sincronizzato»** (Currently connected and synchronised), with three elements:

- **Indietro** (Back), at the top left, returns to the grid;
- **Scollega** (red): opens the confirmation ([Unlinking a channel](https://narciso.io/en/docs/scollegare-un-canale/));
- **Ricollega** (black): repeats the link **without unlinking anything**.

What **Ricollega** does:

| Channel | Result |
|---|---|
| Facebook, Instagram, WhatsApp Aziendale | Repeats the authorisation page and updates the link with the new permissions. If in the final choice you select **a different page or profile**, the old one is **not replaced**: the new one is linked as well, and for that location there are two accounts of the same channel ([Linking with login on the provider's site](https://narciso.io/en/docs/percorso-guidato/)) |
| Email, PEC | Opens the form already filled in |
| Telegram | Shows «Account collegato» (Account linked) with «Scollega account» (Unlink account): to log in again you must first unlink ([Telegram](https://narciso.io/en/docs/telegram/)) |

## How long it takes

| Channel | Typical time |
|---|---|
| Facebook, Instagram, WhatsApp Aziendale | A few minutes, to be completed within 10 minutes of opening the Meta page |
| WhatsApp Personale | 2-5 minutes; the QR must be scanned within 15 minutes of entering the number |
| Telegram | 1-3 minutes |
| Email, PEC | A few seconds with a recognised provider; a few minutes if you enter the settings by hand |

## After linking

When the link succeeds, the window **closes by itself**, the page reloads the state of the channels and the conversations, and the channel's card turns grey with the green dot. From that moment new messages arrive in the list ([Comunicazioni](https://narciso.io/en/docs/comunicazioni/)).

## What to do if...

| Situation | What to do |
|---|---|
| A colleague cannot link a channel | Only the Titolare can |
| The WhatsApp card is faded | The WhatsApp type is not active on your account: about@narciso.io |
| The cards are all grey, but the channels were linked | Close and reopen the window; if it persists, check the connection ([Internet connection](https://narciso.io/en/docs/connessione-a-internet/)) |
| The email appears unlinked but I saved it | The IMAP server is missing: reopen the form and complete it ([Email](https://narciso.io/en/docs/email/)) |
| I closed the window halfway | The link was not completed: start again from the beginning |
| A channel was linked and now it is not | [When a link breaks on its own](https://narciso.io/en/docs/collegamento-interrotto/) |

## Related entries

- [Linking with login on the provider's site](https://narciso.io/en/docs/percorso-guidato/)
- [Unlinking a channel](https://narciso.io/en/docs/scollegare-un-canale/)
- [Multiple locations and shared channels](https://narciso.io/en/docs/canali-e-sedi/)
- [When a link breaks on its own](https://narciso.io/en/docs/collegamento-interrotto/)
- [Common problems with channels](https://narciso.io/en/docs/problemi-dei-canali/)