Setup roadmap — install to your first conversation
Follow this sequence to connect REDA Connect to your business messaging accounts and verify the real customer conversation. Meta setup, access and review requirements vary by business; start the provider preparation early and use the linked detailed guides for each step.
1. Install and review the upgrade steps
Obtain the installation access from REDA support and follow Installing REDA Connect. Confirm version 1.94000 for Messenger/Instagram in Setup → Installed Packages. Review the Winter 2026 upgrade guide if you already use the product.
2. Give administrators and agents access
Assign the existing REDA Connect Admin permission set to setup administrators, REDA Connect User to agents, and REDA Connect User - Read Only to viewers as appropriate. Confirm object/field access and that the app opens. See Giving your team access.
3. Prepare the public Site
Create or confirm the active public Site with the prescribed guest access. Its provider callback addresses receive incoming messages and status updates. Preserve any Site path prefix. The Meta setup actions use the Meta callback; Twilio uses its SMS callback.
4. Check Remote Site Settings
The four packaged settings in this release are Active. Confirm the needed entries in your org using the host and activation checklist. Newly added settings delivered through a push upgrade need subscriber activation. Media downloading is separate from receiving the message, so verify an actual attachment as well as text.
5. Prepare your channels at the provider
For WhatsApp, Messenger and Instagram, start with the Meta infrastructure guide, then the channel-specific instructions. They cover portfolio/app access, business assets, tokens, permissions, publication and testing. For SMS, use the Twilio setup. Choose only the channels you need; they need not all be enabled.
6. Create the Connect Account and connect incoming messages
Save a new account with Messaging Channels unselected while preparing it. Use the appropriate setup action to save credentials and connect the callback. Add the configuration rows, then activate the intended account/channels and check again. Follow Messenger/Instagram account setup, WhatsApp account setup or SMS account setup. Inspect any existing callback destination before replacing it.
7. Configure the objects your team uses
Create the appropriate Connect Account Config for each object/channel. REDA Connect supports all custom objects; Lead/Contact simply have ready-made packaged fields. Use a phone field for WhatsApp/SMS and a scoped identity field for Messenger/Instagram. Choose matching priority, default creation and required values. The custom-object example shows the same configuration pattern beyond Lead/Contact.
8. Place fields, actions and the feed
Use the illustrated layout checklist on the layouts assigned to actual profiles/record types. Add new fields/actions where required; permissions and layout placement are separate. Place Connect Feed on record pages or in the utility bar; the global feed is also available.
9. Prepare templates where needed
Use Connect Templates and test and activate them with representative records. For WhatsApp approved templates, follow approval and synchronization. Messenger/Instagram templates and script steps are text-only and remain subject to the reply window.
10. Verify each real conversation
For Meta channels, follow the inbound-and-reply checklist. For WhatsApp use its conversation test; for SMS, its connection test. Use an agreed participant and actual agent access. Verify the intended record, reply received in the customer app, files and consent. Test Instagram independently even if Messenger works.
After setup
Keep the credential owner, renewal responsibilities and actual test outcomes with your implementation records. Sandbox and production have their own Sites, credentials and routing; verify each environment. Use the symptom-based guide for a failed step. Additional chat scripts, supported bulk messaging and monitoring can then be adopted as needed.