Seven customer channels, one shared inbox
TunedSupport brings WhatsApp Business, SMS, voice calls, Instagram Direct Messages, Facebook Messenger, TikTok and email into one dashboard, so your whole team answers customers from the same place.
Today: SMS and voice calls are available now. WhatsApp Business is built and waiting for Meta's app review. Instagram, Messenger, TikTok and email are coming soon and are not available yet. This page is updated when that changes.
Channel status at a glance
Two of TunedSupport's seven channels, SMS and voice calls, are available to businesses now. WhatsApp Business is waiting for Meta's approval, and Instagram, Messenger, TikTok and email are still in development.
| Channel | Status | Replies come from | Shared by several agents |
|---|---|---|---|
| SMS | Available now | Your business sender | Yes |
| Voice calls | Available now | Your business line | Yes, with call logs |
| WhatsApp Business | Awaiting Meta approval | Your business WhatsApp number | Yes, once approved |
| Instagram Direct Messages | Coming soon | Your business Instagram account | Planned |
| Facebook Messenger | Coming soon | Your Facebook Page | Planned |
| TikTok | Coming soon | Your business TikTok account | Planned |
| Coming soon | Your business email address | Planned |
WhatsApp Business shared inbox
Awaiting Meta approval
TunedSupport lets several staff reply to customers from one business WhatsApp number, so the number no longer lives on a single phone that one person carries.
WhatsApp is where most Nigerian customers message a business first, which is why it is the channel TunedSupport was built around. You connect your own WhatsApp Business number through Meta's secure login. After that, every agent you add sees incoming chats in the shared inbox and replies from the business number. Customers see one business, not a staff member's personal phone.
Where it stands: the WhatsApp integration is built and is going through Meta's app review. Businesses can connect their numbers once Meta approves it. We will update this page when that happens.
SMS in the shared inbox
Available now
TunedSupport puts customer text messages in the same inbox as every other channel, so any agent can pick up and answer an SMS conversation.
SMS reaches customers who do not use WhatsApp or are on a basic phone. SMS conversations can be assigned, answered and resolved exactly like any other conversation in TunedSupport.
Voice calls with call logs
Available now
TunedSupport lets agents make and receive voice calls from the dashboard and keeps a log of every call next to the customer's messages.
Agents answer inbound calls and call customers back from the dashboard, without using a personal phone. Because each call is logged in the shared inbox, the next agent to speak with that customer can see that a call took place.
Instagram Direct Messages
Coming soon
Instagram Direct Messages are planned for TunedSupport but are not available yet.
When this channel is ready, DMs sent to your business Instagram account will appear in the same shared inbox, so the team that answers WhatsApp can answer Instagram too.
Facebook Messenger
Coming soon
Facebook Messenger is planned for TunedSupport but is not available yet.
When this channel is ready, messages sent to your Facebook Page will appear in the shared inbox alongside every other conversation.
TikTok messages
Coming soon
TikTok messages are planned for TunedSupport but are not available yet.
When this channel is ready, messages sent to your business TikTok account will appear in the shared inbox, so enquiries from your TikTok audience get the same assignment and tracking as every other conversation.
Coming soon
Email is planned for TunedSupport but is not available yet.
When this channel is ready, customer emails to your business address will appear in the shared inbox, so slower enquiries get the same tracking as chats and calls.
What works the same on every channel
Every TunedSupport channel shares the same inbox tools: assignment to a specific agent, open and resolved tracking, agent online and offline status, analytics, and admin and agent roles.
- Assign any conversation to a specific agent.
- See which agents are online or offline.
- Mark conversations resolved and track what is still open.
- Review volume and resolved conversations on the analytics dashboard.
- Admins manage channels, staff and settings. Agents handle conversations.
Ask about TunedSupport for your business
Contact us for pricing and early access. Tell us how many agents you have and which channels you need.