FAQ
Frequently asked questions about Meridian
Everything people ask about Meridian — from connecting WhatsApp to how the AI agent decides when to hand over.
General
What is Meridian?
Meridian is a customer-conversation platform for WhatsApp, Instagram and Facebook Messenger. It gives your team a shared inbox where every conversation is a ticket, an AI agent that answers from your own knowledge, WhatsApp template campaigns, a contacts database, routing and performance reports.
Who is Meridian for?
Businesses that talk to customers on WhatsApp, Instagram and Facebook — support teams, sales teams and online shops where several people, or an AI agent, answer the same channels.
Which channels does Meridian support?
WhatsApp through Meta’s WhatsApp Business Platform, Instagram direct messages and comments, and Facebook Messenger and Page comments.
Is Meridian available in Arabic?
This website and the video tutorials are in Arabic and English, and the AI agent answers customers in Arabic. The Meridian app’s own interface is in English.
Is there an app to install?
No. Meridian runs in the browser on desktops, tablets and phones, in light or dark mode.
How do I get started?
Create an account, connect your channels with the guided setup, invite your team and start answering. You can also watch the video tutorials or open the product tour first.
WhatsApp and Meta
Does Meridian use the official WhatsApp Business API?
Yes. You connect your own WhatsApp Business account, Instagram business account and Facebook Page through Meta’s official APIs. Your credentials are stored encrypted, and you can connect more than one WhatsApp number.
Do I need my own WhatsApp Business account?
Yes. Meridian connects to your own WhatsApp Business account, Instagram business account and Facebook Page, with a guided setup and a live health check for each channel.
What happens after the WhatsApp 24-hour window closes?
WhatsApp only allows an approved template to restart the conversation, so Meridian’s composer switches to your approved templates automatically — your team can’t send a message WhatsApp would reject.
Can Meridian answer Instagram and Facebook comments?
Yes. Comments on your posts arrive in their own queue. Your team — or the AI agent — can reply publicly under the post or privately in the customer’s inbox, and hide or delete spam in one click.
The AI agent
Which AI models can the agent use?
Meridian supports models from OpenAI (ChatGPT), Anthropic (Claude), Google (Gemini), DeepSeek and Moonshot (Kimi). You choose from the models offered on the platform.
Can the AI agent reply in Arabic?
Yes. It can answer in the language each customer writes in, or always in a language you choose. You list the languages it may use; if a customer writes in another one, it hands the conversation to a person.
Will the AI agent make up answers?
It is built not to. It states only facts it finds in the knowledge you give it — written answers, documents, web pages and saved replies — and hands anything else to your team with the reason.
What happens when the AI agent doesn’t know the answer?
It hands the conversation to a person through your normal routing, with an internal note saying why, instead of guessing.
Can the AI agent understand voice notes and photos?
Yes. Voice notes are transcribed and answered in text, and photos are read by models that can see. Videos are handed to a person.
Can I stop the AI agent at any time?
Yes. Switch AI replies off for the whole workspace, or press Pause AI on a single conversation or comment thread. Nothing is deleted; the conversation simply waits for a person.
How is AI usage billed?
From your Meridian balance, alongside your messages, with usage shown by model and by day. Or connect your own provider key, pay the provider directly, and pay a fixed monthly fee.
Templates and campaigns
How do I send bulk WhatsApp messages with Meridian?
Create a campaign from an approved WhatsApp template, upload the sheet Meridian prepares for it or choose recipients from your contacts, pick a sending speed and schedule, and start. Every recipient is checked before sending and reported on afterwards.
Are opted-out customers excluded from campaigns?
Yes. A customer who opts out — for example by replying STOP — is never sent marketing again, and blocked contacts are skipped too.
How fast does a WhatsApp campaign send?
You choose: a fixed rate per second, an adaptive rate that slows down by itself if problems appear, as fast as allowed, or paced to finish by a time you set. You can also limit sending to certain hours of the day.
Can I see why a WhatsApp template was rejected?
Yes. Meridian shows Meta’s approval status on every template and the reason for a rejection, so you can fix it and submit it again.
Team, contacts and reports
Which team roles are available?
Owner, admin, supervisor, agent and viewer. Agents work conversations, viewers have read-only access, and owners and admins manage channels, billing and settings.
How does Meridian assign conversations?
Each queue uses round-robin (whoever has waited longest) or least-busy routing, never goes past an agent’s limit on open conversations, and holds new work for agents who are away.
What happens when I block a contact?
Their messages and comments are kept but open no tickets and notify nobody, nothing can be sent to them, campaigns skip them, the AI agent doesn’t reply, and on WhatsApp their number is also blocked through Meta.
Can I import my customer list?
Yes, from a CSV file, with a report of any row that was skipped. You can export your contacts as CSV too.
Pricing, billing and security
How is Meridian priced?
Meridian is usage-based. Messages sent and received, and AI replies, are paid from a prepaid balance, with a spend limit you set and an itemised monthly statement. For AI you can instead use your own provider key and pay a fixed monthly fee.
What happens when my balance runs low?
Incoming messages always keep arriving. With a spend limit you choose whether to be warned or to pause sending; if AI credit runs out, the AI agent hands conversations to a person and you’re shown how to top up.
How does Meridian protect my account and data?
Two-factor authentication with recovery codes, a list of active sessions you can sign out, role-based access, encrypted channel credentials, and an audit trail of sensitive changes. Data export and deletion are available on request.
Bring every conversation into one place.
Create your Meridian account, connect your channels and start answering today.