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Lessons from Building Cross-Channel Chatbot Message Routing Across WhatsApp, Instagram, and Telegram

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A team at Botsailors shares how they built message routing for chatbots spanning WhatsApp, Instagram, and Telegram after customers requested support beyond a single channel. The post explains the challenge of handling multiple webhook formats, rate limits, and message definitions without cluttering code with channel-specific conditionals. It outlines a layered architecture in which channel adapters feed a normalizer, then a router, and finally a handler such as a bot, AI agent, or human agent. Key lessons include normalizing messages before routing, deduplicating inbound events by external ID, and keeping routing logic separate from channel SDKs. The article is presented as a technical build guide rather than a product pitch, and it also discusses build-versus-buy alternatives.

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