Connect your channels.
Give every conversation a next step.
Bring supported WhatsApp, Facebook, Instagram and X conversations into a shared working process for customer service, sales and business follow-up.
Features, modules, channel access and integrations are confirmed for each project.
Know who is handling each inquiry.
Carry useful details into the next action.
Keep outstanding work in view.
From separate inboxes to organized customer work.
Build a working process around your teams, service priorities and connected business applications.
Unified conversation workspace
Bring supported conversations into a shared inbox. Organize work by channel, account, department, agent, priority and status, from a new inquiry through resolution.
Shared inboxes and collaboration
Assign an owner, transfer a conversation with context and add internal notes. Pending-work alerts and agent activity indicators can help reduce duplicate replies.
Routing and escalation
Configure assignment by connected account, language, inquiry category, business hours or agent availability. Bring overdue, urgent or unresolved conversations to a supervisor.
Customer context and history
Review relevant contact details, tags, previous interactions and internal notes. Link identities across channels only when a reliable and permitted match is available.
Rich messages and approved replies
Use text, images, documents, audio, video, links and interactive elements where the channel permits them. Give teams a shared library of responses they can personalize.
Automation and self-service
Configure greetings, business-hours messages, common answers, department selection and information collection. Set reminders and escalation triggers, with a clear path to a person.
Optional AI assistance
Discuss suggested replies, conversation summaries, topic identification, translation and answers from approved knowledge. Agree which outputs need review and when an agent takes over.
Sales inquiry management
Capture product interests and customer requirements, qualify inquiries and assign follow-up. A supported CRM connection can associate the conversation with a lead, contact or opportunity.
Notifications and follow-up
Send permitted order updates, appointment reminders, service messages or requested follow-ups. Configure templates, eligible recipients, consent and scheduling for each channel.
Connected business workflows
Retrieve permitted information or submit defined actions through supported business-system connections, including creating tickets, updating records and assigning follow-up work.
Reporting and operational visibility
Review inquiry volumes, response and resolution times, outstanding work, agent workload, escalations and inquiry topics. Additional measures depend on available business and feedback data.
Administration and access
Define connected accounts, teams, permissions, response libraries and routing. Agree activity logs, retention, brand separation and connection-health monitoring for the deployment.
Every inquiry needs an owner.
Use a clear path from first contact to resolution, with collaboration and escalation when needed.
Receive and classify
Identify the channel, account, language and reason for contact. Collect the information the next step needs.
Assign and collaborate
Route to a team or agent, add internal context and hand over responsibility clearly.
Respond and act
Answer with approved information, use supported media and start the agreed sales or service action.
Resolve and learn
Update the status, escalate outstanding work and review the operational results.
The conversation is only the beginning.
Connect social communication with the records and processes your team uses every day. Retrieve permitted information from business databases and systems, or submit defined updates through supported connections.
An agent can move from a customer message to a relevant order, case or sales record. Automation can collect details and trigger an agreed action, with identity checks, access permissions and confirmation where required.
Connections and actions are designed around your systems and requirements. No specific third-party business-system connector is implied.
CRM and sales
Create or update an inquiry, record requirements and assign a sales follow-up.
Customer service and ticketing
Create a ticket, retrieve a permitted status, add conversation details or update an existing case.
Orders, bookings and operations
Look up permitted order information, submit a booking request or connect a service inquiry with operational work.
TeleFinity workflows
Discuss sharing context with Contact Center, AI Chatbot or an ApeiroSys business application where the required integration is available.
Turn a message into meaningful follow-up.
Illustrative workflows to configure around your channels, systems and service model.
A social complaint becomes a tracked service case.
A customer reports an issue in a message. The workflow collects a reference and description, assigns the conversation and creates a ticket in the connected service system. The team can retrieve permitted case details and communicate progress.
One owned conversation, connected to the work needed to resolve it.
Turn a product question into a prepared sales follow-up.
An Instagram visitor asks about a product. Capture the intended use, location and contact details, retrieve approved product information where connected, then create a CRM inquiry and assign the next sales action.
A salesperson receives useful requirements alongside the conversation.
Answer an order query with relevant business information.
Collect the order reference and complete the required identity checks. A supported connection retrieves permitted order or delivery information; exceptions can become a follow-up case for operations.
Customers get a relevant update and a clear route for unresolved issues.
Keep booking conversations linked to the schedule.
Collect the service, location and preferred time. Retrieve availability or create a booking request through a supported scheduling connection, confirm the intended action and send permitted updates.
Less re-entry between the conversation and the booking process.
Central visibility. Local responsibility.
Route an inquiry by connected business account, location, language or category. The local team owns the response while supervisors review outstanding work across participating branches or brands.
The right team can respond with shared oversight of the workload.
Keep customers informed as operational work changes.
A customer submits a service request with supporting information. Create the case in the connected business application, assign the appropriate team and retrieve permitted progress details when the customer asks for an update.
The customer conversation stays connected to the operational record.
Define the process. Prove the value. Expand with evidence.
Agree the scope and success measures before extending the platform to more accounts or teams.
Scope
Select the priority workflow, participating accounts, teams, languages and expected service outcome.
Configure
Confirm connector access, routing, response libraries, permissions and required business-system connections.
Evaluate
Test realistic conversations and handovers. Compare service quality and workload with an agreed baseline.
Evolve
Review pilot results and refine the process. Agree modules, operations and commercial scope before expansion.
Deployment planning includes business-account permissions, outbound messaging rules, user roles, identity matching, data retention, connection monitoring, support responsibilities and applicable channel usage charges.
Measure what improves the daily work.
Set targets around your current process. Expected benefits become measurable results through a focused pilot.
Outstanding work
Review unresolved conversations, overdue inquiries and escalation volume.
Service response
Track first-response and resolution times alongside the quality of the outcome.
Team workload
Understand inquiry volumes, ownership, handovers and repetitive handling.
Business follow-up
Review inquiry conversion or customer satisfaction where connected data supports the measure.
Plan the experience your business needs.
Which social channels can be connected?
The proposed connector scope covers WhatsApp, Facebook, Instagram and X. Available interactions are confirmed for each network, business account, permission set and project.
Are all channel features the same?
No. Messaging, comments, public replies, media, templates, outbound messages and status information vary by channel. The implementation defines the supported functions for each connection.
Can several employees manage the same account?
Shared-inbox workflows can provide individual access, conversation assignment, internal notes and handovers. User roles and collaboration controls are agreed for the deployed solution.
Can it create tickets or update business records?
A supported connection can retrieve permitted information and carry out defined actions, such as creating a ticket, updating a record or assigning sales follow-up. Scope, identity checks, permissions and confirmations are configured for the workflow.
Is AI included?
AI assistance is optional unless confirmed within the agreed modules. Possible uses include suggested replies, summaries, translation and knowledge retrieval, with defined review and human-handover controls.
Can we send reminders and customer updates?
Where permitted, outbound workflows can support relevant notifications and requested follow-ups. Each channel has its own recipient, template, consent and messaging requirements.
Will one customer record automatically merge every social identity?
Identity linking requires a reliable and permitted way to establish that accounts belong to the same person. The platform should preserve separate identities when that match is not established.
How do we start?
Choose an initial customer workflow and the participating accounts and team. Confirm channel access, required integrations, operational responsibilities and pilot measures before planning a wider rollout.
Bring your channels. Start with one useful workflow.
Tell us about your business accounts, customer inquiries and existing systems. Let’s define the social customer experience that fits your team.
Meet customers where the conversation starts.
Coordinate supported social interactions through one service process, with the right scope for each network.
WhatsApp
Business messaging, supported media exchange, approved templates and notification workflows.
Support, order updates, appointment reminders and requested follow-up.Facebook
Messenger conversations and supported Facebook Page interactions.
Customer inquiries, campaign responses and handover to the right team.Instagram
Supported professional-account messages and comment interactions.
Product discovery, social sales inquiries and customer assistance.X (Twitter)
Supported direct messages, mentions and public replies.
Customer feedback, service issues and eligible private support conversations.Channel functions differ. Account eligibility, network permissions and supported interfaces determine which messages, comments, public replies, media and outbound workflows are available. Delivery and read statuses are shown only where supplied by the network.