Frequently Asked Questions


What is Ongair?

Ongair is a customer support platform for Social and Instant Messaging apps such as WhatsApp, WeChat, Telegram, Viber and Facebook Messenger. With Ongair you can communicate with your customers on the platforms they use everyday to talk to their friends and family.

How do I sign up?

Signing up is easy, all you have to do is register at for a 14 day trial where you can test out the platform to see how it works for you.

How much does it cost?

This depends on the plan you have selected. We have scalable and affordable plans based on the number of agents you have as well as the number of channels you require. You can see our pricing plans at If your requirements don’t fit what we have you can use the live chat to talk to one of our Customer Success executives or email us at

What is an agent?

An agent is a user of the system that responds to your customers through the Ongair platform.

What is an channel?

A channel is an single account through which your customers can reach you. For example, it could be a Facebook Page, a WeChat official account or a Telegram bot.

How do I pay?

You can pay online securely using your credit or debit card. Our payments are handled by Stripe an industry leader in managing and processing payment data. Alternatively you can deposit to our bank account, if there is a prior arrangement. Please email us at


What is Telegram?

Telegram is an online chatting/instant messaging application that prioritises security and speed.

How does it work with Ongair?

Your customers can reach you on Telegram via a Telegram Bot.

What are Bots?

Bots are third-party applications that run inside Telegram. Users can interact with bots by sending them messages and commands.

How do I create a bot?

You can create a bot from your personal Telegram app by following these easy steps:

  1. Open your Telegram app
  2. Search for a contact named ‘BotFather’. It should have a blue verified tick.
  3. Follow the simple steps to create a bot and take note of your authentication token


What is Messenger?

Facebook Messenger is a FREE mobile messaging app used for instant messaging, sharing photos, videos, audio recordings and for group chats.

How does it work with Ongair?

Every Facebook page has a Messenger account tied to it. You can use Ongair to send and receive messages from this account. We also offer the ability to manage comments that your customers make on your Facebook posts.

How do I connect my Facebook page?

In order to connect your page, you need to be administrator on the Facebook page. Otherwise, find someone who has those privileges to complete the integration.

  1. Log into Ongair (You can use Log in with Facebook)
  2. Select Add Channel then Facebook.
  3. You will be redirected to give Ongair permissions
  4. Once complete, you will have a drop-down with the Facebook Pages you can manage
  5. Click activate to complete.


What is WeChat?

WeChat is a Chinese multi-purpose messaging, social media and mobile payment app developed by Tencent.

How does it work with Ongair?

Ongair allows you to send and receive WeChat messages from your customers through your WeChat Official Account.

Can I use my personal account on Wechat with Ongair?

No. It has to be an official Wechat account. Sign up for the Wechat Service Account because it is more visible and can send upto four messages per month as opposed to the Subscription Account that is less visible and can send one message per day.

What is the difference between Service Account and Subscription Account?

Service accounts
Service accounts are more appropriate for companies aiming at providing a wider set of services through WeChat: customer service, e-commerce, games, or other interactive feature. Content can be provided but it is not the core service.

Subscription accounts
Subscription accounts are a good choice for companies or individuals for which content is the core service provided to customers: ability to publish daily is a key feature and other features provided by the account are more limited.


What is Viber?

Viber is a free instant messaging and calling app for personal and group chats.

How does it work with Ongair?

Your customers can reach you on Viber via a Viber bot. A Viber bot is a special account through which a business can send and receive one-to-one messages with their customers.

How do I create a bot?

Viber bots are free and easy to create. You can create one by logging into their developer portal. Once your bot is created, you just need to copy your authentication token into Ongair to complete the process.

Can I use my personal account?

No. Ongair only works with Viber bots created through their developer portal.


What is WhatsApp?

WhatsApp is a free instant messaging and calling app. It is the largest Instant Messaging app in the world with over 1 billion people worldwide using the app.

How does it work with Ongair?

Ongair allows you to send and receive WhatsApp messages from your customers through the WhatsApp for Business API.

Can I use my personal account?

No. We are only able to connect using the WhatsApp for Business API.

Does it work with the WhatsApp for Business App?

No. The WhatsApp for Business App is a different mobile app built with the small business owner in mind. With the app, businesses can interact with customers easily by using tools to automate, sort, and quickly respond to messages.

How do I get a WhatsApp for Business API account?

WhatsApp for Business API is currently in a limited preview. To get access you can apply directly to Facebook here or send as an email at