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Current limitations

This documentation covers agent and admin use of CXP. It intentionally does not document private service APIs or internal operational runbooks.

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API documentation

This site documents the currently supported public CXP API surface, beginning with Create Conversation. It does not document private service endpoints. The public API overview, endpoint guide, and API reference evolve with the supported customer-facing surface.

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Access during beta

The CXP docs site shows a shared beta password prompt before you can interact with pages. Do not treat hidden pages or the prompt as access control.

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Screenshots

Screenshots use synthetic docs_demo data generated for documentation. They are examples of current workflows, not customer records.

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Feature availability

Some capabilities depend on tenant configuration, enabled channels, assigned roles, and rollout state. If a page describes a workflow you do not see, verify your role and tenant settings first.

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Facebook Messenger

Messenger supports customer-initiated, one-to-one Facebook Page direct messages. Each exact session has a 24-hour reply limit. An active Chat can outlast that window. Customer identity is scoped to the Page; a collected email remains unverified. Files are limited to four per input or reply, 10 MiB each and 20 MiB total, with allowed-format rules. Some files use download links that expire 24 hours after creation. The Page has one shared connection and destination for DMs and feed/comment events. Comments have a separate default-off human workflow described below. Disabled comments are not stored for replay. Comment-to-private-message conversion, outbound initiation, extended-window tags, and legacy history import are outside this feature. Delivery is best effort with bounded seven-day duplicate suppression; saved replies can remain unsent and multipart sends can be partial. Review uncertain outcomes before resending. See the Messenger guide for setup, files, identity, and recovery guidance.

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Facebook post comments

Comments require separate enablement and comment permissions on the connected Page. Humans reply to one selected received comment with plain text, up to 2,000 Unicode characters; no public attachments, automatic AI replies or DM conversion are available. Contacts are scoped to Page/post/commenter and remain read-only, with no Contact or Conversation merges. Remote edits/deletes and historical imports are not synchronized. Unknown posting outcomes require checking Facebook before resending. See Facebook comments. Social source filters are best effort: older work is not backfilled and indexing or document recovery can leave missing labels. Source-only Views can retain ended work; adding Media = Chat can exclude it. See Social source matching.

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Instagram direct messages

Instagram supports customer-initiated, one-to-one direct messages through Facebook login or Instagram login. The exact session has a 24-hour reply limit. Native Instagram login sends images as attachments and audio, video, and PDF as expiring links. Collected email is unverified and does not authenticate the customer. Delivery is best effort with bounded seven-day duplicate suppression; acknowledged input can be lost, saved replies can remain unsent, and partial or uncertain sends can be duplicated by a manual resend. Story/reel shares, outbound initiation, groups and native-inbox synchronization are outside the direct-message feature. Public comments have their own workflow below. See the Instagram guide for setup, file limits, identity, and recovery guidance.

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Instagram comments

Comments on posts and Reels require separate enablement and comment permissions in either Instagram login mode. Humans answer one selected customer comment with plain text and emojis, up to 2,000 Unicode characters. When Instagram supplies the selected comment’s parent, the reply goes under that parent, with a composer hint. No thread reconstruction or automatic @mention is added. Post-scoped public Contacts remain read-only and separate from private history. Original-post previews need a saved safe link and a post that Instagram allows to be embedded. They load from Instagram and may be blocked or become unavailable; use the post link or retry when available. CXP does not archive the post or display incoming comment images. Moderation, edit/delete synchronization, private replies, outgoing attachments and historical import are unavailable. Unknown posting outcomes require checking Instagram before resending. See Instagram comments.

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WhatsApp

WhatsApp supports customer-initiated, one-to-one Chat with a usable customer phone number. Replies have an exact-session 24-hour limit and delivery is best effort. Saved replies can remain unsent, multipart sends can be partial, and a manual resend can duplicate successful parts. BSUID-only identities, outbound initiation, templates, groups, and read receipts are outside this feature. See the WhatsApp guide for file limits, expired links, and recovery guidance.

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Implementation details

The public docs avoid internal service names, database details, and private endpoints. Contact Crescendo support if you need implementation-specific guidance for an approved integration or deployment activity.