Social Bot
Multi-Tenant Omnichannel SaaS
3+
Years in production
3
Channels unified
0
Cross-tenant leaks
SMEs were juggling WhatsApp, Instagram, and Facebook Messenger across separate apps with no shared inbox, no team routing, and no visibility into who responded to what — or when.
The challenge wasn't just connecting three APIs. It was building a true multi-tenant system where every business's data is fully isolated, every agent sees a live inbox without polling, and the routing rules flex to how each team actually works.
Architected the entire backend from scratch: multi-tenant data isolation, RBAC, real-time inbox via Action Cable (WebSockets), webhook handling across three platforms, and a routing system supporting rules-based assignment, team queues, and manual takeover. Billing and per-tenant feature flags built in from day one.
Real-time inbox via Action Cable — agents see messages the moment they arrive, no polling
Full data isolation between tenants — one business cannot access another's conversations
Conversation routing engine — rules-based assignment, team queues, manual agent takeover
WhatsApp, Instagram, and Facebook Messenger webhooks with delivery tracking and media support
Per-tenant billing, subscription plans, and feature flag system
Role-based access control across agents, supervisors, and admins
3+
Years in production
3
Channels unified
0
Cross-tenant leaks
-
Platform serving multiple businesses simultaneously with zero cross-tenant data leakage
-
Centralized inbox cut average first-response time by eliminating channel-switching
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Stable in production for 3+ years with continuous feature delivery and zero major incidents
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