One inbox. Every channel your customers actually use.
WhatsApp Business, Instagram DM, Messenger, and webchat — sharing context, policy, and audit. When a customer hops channels, the agent remembers; when a policy changes, it applies everywhere at once.
Out of the box — with the constraints baked in.
WhatsApp Business
Cloud API integration. Template management for utility + marketing categories, 24-hour session windows, delivery receipts, opt-out compliance, and per-tenant sender identity.
Instagram DM
Business API connection. Story replies, product tags, and the 24-hour response window are all first-class. Team inbox respects IG's sending rules automatically.
Messenger
Facebook Page connection with webhook signature verification. Messenger's 24-hour session rules and messaging tags (post-purchase, account-update) are handled server-side.
Webchat
Drop-in script for any website. Mobile-first UI, consent banner, typing indicator, file upload, proactive messages, and full theming via CSS variables.
Channel-aware routing
Same squad, different presentation. Message length, emoji usage, and response shape adapt to each channel's norms without losing the underlying policy.
Unified conversation identity
A customer's phone, email, and external IDs are linked into one identity. The agent sees the entire cross-channel history before it replies.
Every message is a governed event.
Inbound and outbound messages pass through the same policy and audit pipeline as any other agent action. Read the Platform overview and Trust & Security for the full mechanics.
- Inbound webhook signature verification (Meta HMAC) + replay protection
- Outbound sends approval-gated above configurable thresholds
- Rate limits per tenant, per channel, per minute
- Delivery receipts tracked end-to-end (sent · delivered · read · failed)
- Template management with category validation before send
- Opt-out is stored globally across channels — unsubscribe in one, unsubscribed everywhere
- Attachment handling with virus scan + size caps
Channel questions.
Which channels are supported today?
WhatsApp Business Cloud API (template + session messages), Instagram DM, Facebook Messenger, and the Fanfusion Webchat widget. Email and SMS are on the roadmap.
Do I need my own WhatsApp BSP account?
Yes — you bring your Meta WABA (WhatsApp Business Account) and phone number. Fanfusion handles template management, send queue, and delivery receipts on top of Meta's Cloud API.
How is context preserved across channels?
Conversations are linked to a customer identity (phone, email, or external ref). When the same customer hops from webchat to WhatsApp, the agent sees the entire prior thread and applies the same policies.
Are templates required for WhatsApp?
Outside the 24-hour session window, yes. Fanfusion manages template categories (utility, marketing, authentication) and enforces Meta's rules before any send.
What about inbound webhooks?
Every channel has a webhook endpoint with signature verification, replay protection, and per-tenant rate limits. Failed deliveries retry with exponential backoff and land in a DLQ for inspection.
See it running on your own phone.
Book a demo and we'll message your WhatsApp from a sandbox squad in under 5 minutes — full approval loop and audit log visible to you live.