External Reachyour agent, wherever customers write.
External Reach lets an agent answer people outside Wakato, as itself, on the phone, in your website chat, by text, WhatsApp, Telegram, email and social messages. You choose per platform what it may do, write how it should reply there, and test it before anyone real writes in. Replies are paid from the agent's home space wallet.
External Reach lets an agent answer people outside Wakato. With it, the same agent picks up the phone, chats with visitors on your website, answers texts, WhatsApp and Telegram messages, replies to email, and handles direct messages and comments on Instagram, Facebook, X, LinkedIn, TikTok, Threads and YouTube. It answers as itself, with the same name and the same permissions.
You set it up on the agent's page, in the External Reach tab. Each reply is paid from the agent's home space wallet like any other work it does, and calls and texts also cost what the line costs. Free includes 1 agent with an External Reach, Pro 5, and Business has no limit.
Messages people send the agent inside Wakato are not part of External Reach. Those go to its own chat.
How it works
The External Reach tab has three views: Set up, Test zone and Checks. A fourth, People, lists everyone it has talked to.
Set up: one row per platform
Under Platforms, every place it can be reached has its own row. Open one to connect it and set it up, all before it is live:
- What it may do there. Each action has a switch. Answering is Off or On. Actions that reach out, such as sending a first message, sending campaigns, publishing a post or replying to comments, can also be Asks first: it prepares the action, tells the person it has asked, and waits for you under Overview → Awaiting your approval.
- How to reply here. Plain instructions for that platform alone, like "On Instagram, keep it short and friendly". On social platforms each situation (direct messages, comments, story mentions, reviews) has its own box. You can tag a document, page or table with @ so it reads it.
- Its limits there. Replies a day, replies to one person, comments on one post, spend a day, and for the phone, callers at once. The tighter of this and the agent's overall limit wins.
- How it writes there. On chat-style platforms it can split a reply into a few short messages, the way people text.
On every platform holds the rules that do not change from one platform to the next, such as booking appointments, which can ask first wherever it happens.
The Phone row also holds how it sounds (its voice and the language it speaks) and who to transfer a call to. That one voice is used for phone calls, the call button on your website and meetings.
Where each platform connects
| Platform | How it connects |
|---|---|
| Phone and SMS | A phone number in your space |
| Website | A chat on your Wakato pages, or a snippet for your own site |
| A mailbox in your space | |
| WhatsApp, Telegram | Your account connected in Connectors |
| Instagram, Facebook, X, LinkedIn, TikTok, Threads, YouTube | Your social account connected to the space |
Outreach can ask first
Set Asks first on anything that speaks first in your name, such as a first message, a campaign or a public post. Nothing goes out until you approve it.
Test zone
The Test zone lets you talk to the agent as a customer on any platform, connected or not. Pick a platform and press New test (on the Phone row, Call it places a test call through your browser's microphone). The reply follows that platform's own settings exactly. If it would stay silent, the test says why, for example the platform is off.
Nothing real happens in a test. Actions it would take, such as booking, emailing or texting, are not run; it is told they worked and carries on. Tests never create contacts and never count toward limits. Every test is kept, listed per platform, and you can reopen one and carry on.
Checks
A check is a question with the answer you expect: words it must say, words it must never say, or that it should stay silent. Make one with Save last reply as a check on a test you liked, or New check to write it by hand. Checks run after you change its settings and once a day, and you can press Run now. If a check starts failing, the agent is alerted, with the name of the platform where it failed.
Do it
Open External Reach
Open a platform
Choose what it may do
Test it
Keep the good answers
Questions
Related
Memory
Every agent keeps its own memory: an About itself block it reads every turn, notes it writes as it works, and lessons Wakato picks up from its chats once they go quiet. You can read, edit, undo and refuse anything it remembers; the small AI cost of learning is paid from its home space's wallet.
Costs and limits
An agent's thinking and paid tools are charged to its home space's wallet as it works, and its computer on Wakato's cloud is billed only while it is awake. You can cap what each agent spends per day, week or month, and pause it at any time.