TunedSupport: one shared inbox for WhatsApp, Instagram and Facebook Messenger
TunedSupport is a shared customer support inbox for Nigerian small and medium businesses. It brings your WhatsApp Business, Instagram and Messenger conversations into one dashboard, so your whole team can read and reply from your business accounts.
Operated by TUNED DIGITAL SOLUTIONS LIMITED · RC 9022196 · Abuja, Nigeria · makers of TunedBooks
What is TunedSupport?
TunedSupport is a customer support SaaS platform operated by Tuned Digital Solutions Limited. It gives small and medium businesses in Nigeria one inbox to manage customer conversations from WhatsApp, Instagram and Facebook Messenger.
We also use TunedSupport as the in-house support desk for customers of our TunedBooks bookkeeping app, so we run our own customer support on it every day.
When a business subscribes, it connects its own WhatsApp Business number and its own Facebook and Instagram Page to TunedSupport. We then receive messages sent to that business and show them to the business's support agents in our dashboard. When an agent replies, we send that reply back to the customer on the business's behalf.
Platform data from WhatsApp, Instagram and Messenger is used only to deliver and display these conversations for the business that owns them. Each business can only see its own conversations.
Which channels does TunedSupport support?
TunedSupport supports WhatsApp Business, Instagram Direct Messages and Facebook Messenger today. SMS and voice calls are in testing and are not yet available.
WhatsApp Business
Connect your WhatsApp Business number through Meta's official WhatsApp Business Platform. Your team replies from your business number.
Instagram Direct
Reply to Instagram DMs sent to your business account from the same inbox as your WhatsApp chats.
Facebook Messenger
Manage messages sent to your Facebook Page alongside every other customer conversation.
SMS
Text message conversations in the same inbox. Not yet available to customers.
Voice calls
Inbound and outbound calls with call logs. Not yet available to customers.
Features for customer support teams
TunedSupport lets several staff members answer customers from the same WhatsApp Business number, Instagram account and Facebook Page, with clear ownership of every conversation.
Shared inbox
Every WhatsApp, Instagram and Messenger conversation lands in one place, sorted by most recent.
Multi-agent access
Add your staff as agents. They all reply from your business accounts, not from their personal phones.
Conversation assignment
Assign each conversation to one agent so customers are never ignored or answered twice.
Agent status
See who is online, away or offline so new conversations go to someone available.
Resolve and track
Mark conversations as open or resolved and pick up the full history if a customer writes back.
Admin and agent roles
Admins manage connected accounts, staff and settings. Agents handle conversations only.
Support analytics
Track conversation volume, response times and resolved conversations for your team.
Call logs
A record of calls alongside chat history, arriving with voice support.
How TunedSupport works
You sign up, connect your own WhatsApp Business number and Facebook or Instagram Page through Meta's secure login, and your customers' messages start arriving in a shared inbox where your agents reply.
Sign up
Create your business workspace and add the staff who will answer customers.
Connect your own accounts
Sign in to your own Facebook account through Meta's secure login, choose your WhatsApp Business number and Pages, and approve access. We never see your Facebook password.
Messages arrive
Messages customers send to your business appear in your TunedSupport inbox, visible only to your team.
Your agents reply
An agent writes a reply and TunedSupport sends it to the customer from your business account.
Who TunedSupport is for
TunedSupport is for Nigerian small and medium businesses that get customer messages on WhatsApp, Instagram and Facebook and have more than one person answering them.
Retail and online shops
Answer order questions, delivery updates and product enquiries from every channel in one place.
Restaurants and food businesses
Handle orders and complaints quickly without passing one phone between staff.
Service businesses
Salons, clinics, logistics and agencies can share bookings and enquiries across a team.
TunedBooks customers
If you use TunedBooks, our own support team answers you through TunedSupport.
How TunedSupport handles your data
TunedSupport uses WhatsApp, Instagram and Messenger data only to show a business its own conversations and send its agents' replies. We never sell or share this data and never use it for advertising.
What we receive
- Messages your customers send to your connected WhatsApp Business number, Instagram account or Facebook Page
- The customer's name or profile name and the phone number or account ID they messaged from
- Your business account and Page identifiers, and the access permission you grant through Meta's login
What we use it for
- Only to deliver and display conversations to the business that owns them
- To send your agents' replies back to your customers on your behalf
- Each business sees only its own conversations. No business can see another business's data.
What we never do
- We never sell Platform Data from WhatsApp, Instagram or Messenger
- We never share it with third parties, except the infrastructure provider that hosts TunedSupport (Google Cloud) under a data processing agreement
- We never use it for advertising, marketing or building profiles
- We never message your customers except when your agents reply
- We never ask for or store your Facebook password
You stay in control
- You connect your own accounts. We only access what you approve in Meta's login screen.
- Disconnect at any time from your TunedSupport settings or from your Meta Business settings. We stop receiving your messages immediately and delete the stored access permission.
- Your data is deleted on request. Conversation data is deleted within 30 days of disconnection or a deletion request.
How to request deletion of your data
- Email support@tunedbooks.online from the address linked to your TunedSupport account.
- Use the subject line Data Deletion Request and tell us which connected accounts it covers.
- We confirm receipt within 2 working days and complete deletion within 30 days.
- We email you once deletion is complete.
Security: data is encrypted in transit (TLS) and at rest, and access inside a business is limited by admin and agent roles. We comply with the Nigeria Data Protection Act (NDPA) 2023 and UK GDPR. Read our full Privacy Policy.
Frequently asked questions
Short answers to the questions businesses ask most about TunedSupport.
What is TunedSupport?
Which channels does TunedSupport support?
Can multiple staff reply from one WhatsApp Business number?
How do I connect my WhatsApp Business account?
Is my customer data safe with TunedSupport?
Can I disconnect my accounts from TunedSupport?
How do I ask TunedSupport to delete my data?
Who owns TunedSupport?
The business behind TunedSupport
TunedSupport is provided by Tuned Digital Solutions Limited, a registered Nigerian company that also builds the TunedBooks bookkeeping app.
- Legal name
- TUNED DIGITAL SOLUTIONS LIMITED
- Registration
- RC 9022196, Corporate Affairs Commission, Nigeria
- UK entity
- Tuned Digital Solutions UK Limited, Company 17198211
- Registered address
- Plot 1034, Cadastral Zone B07 Katampe
Abuja, FCT, Nigeria - UK address
- 336a Stockport Road, Manchester, M13 0LE
- support@tunedbooks.online
- Phone
- +234 915 568 1253
- Data protection
- Abdullahi Afolarin and Kabir Folarin
Bring your customer conversations into one inbox
We're onboarding Nigerian businesses in small groups. Tell us about your team and the channels you use.