Customer Support & Omnichannel Messaging Integration

Unify WhatsApp, Facebook Messenger and Instagram in one shared inbox, hosted on infrastructure your business owns.

I design, build and maintain customer messaging platforms for small and mid-sized businesses. Instead of a monthly per-contact SaaS subscription, I deploy an open-source support platform on a dedicated server owned by the client, connect it to their official Meta business accounts, and train their team to run it.

What I deliver

• Integration with Meta’s official APIs. Setup and verification of the client’s own Meta Business Portfolio, and connection to the WhatsApp Business Platform (Cloud API), Facebook Messenger and Instagram through Meta’s documented onboarding flows. Where Meta’s Coexistence feature is available, the client can keep using the WhatsApp Business app on the same number alongside the platform (chat history sync is subject to Meta’s limits).
• One shared inbox. Messages from all channels arrive in a single dashboard where support and sales agents can reply, assign, tag and resolve conversations.
• Automated routing. A customer-facing menu (for example: pricing, repairs, warranty, wholesale, corporate sales) that sends each conversation to the right team, with business-hours handling and clear out-of-hours replies, so no conversation is left unanswered.
• Client-owned infrastructure. Server deployment and hardening (containers, encrypted connections, backups), plus email notifications for agents. The client controls the server and the data.
• Migration from existing providers. I move businesses off per-contact or per-seat messaging platforms with minimal disruption to their customers and agents.
• Training and documentation. A written agent manual and hands-on onboarding so the team can run the platform without me.

How messaging data is used

Customer messages are sent by customers to the client’s own business accounts. The platform receives the message content, the sender’s name or profile identifier and their phone number or account ID, and uses them only so the client’s agents can read and reply to that customer. Data is stored on the client’s own server and is not sold, shared with third parties or used for advertising. The client decides who has access and how long data is kept. Infrastructure providers (hosting and network services) process data only to operate the service.

Who this is for

Businesses that receive customer enquiries on WhatsApp, Messenger or Instagram, want agents sharing one inbox, and prefer predictable infrastructure costs and ownership of their customer data.