Aeion Connect + WhatsApp & Social Messaging
WhatsApp Business runs through the Meta Cloud API, Twilio, or Vonage — templates, interactive buttons and lists, and rich media, all behind one service. Instagram, Facebook Messenger, and X (Twitter) direct messages are genuinely two-way: an inbound DM lands in the inbox and the agent's reply goes back out on the same thread through your connected account. Every inbound webhook is signature-verified. LinkedIn is the honest exception — its API has no direct-message send, so Connect refuses that send and tells you why.
What Connects
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WhatsApp Business — Feature Support by Provider
WhatsApp support is real across three providers, but capabilities differ — and Connect reports the difference honestly (getSupportedFeatures) rather than implying parity:
Social DMs — Inbound and Outbound, Stated Per Platform
Connect never implies a send it can't make. Outbound is declared platform by platform:
Delivery Reporting & the Helpdesk Ticket Bridge
Honest delivery states. Every outbound message resolves to a distinct outcome — delivered, send_failed (with the provider's reason), or unsupported_channel:<channel> for a channel that can't carry the message outbound (livechat, voice). At the adapter layer this rides on a transmittedToProvider boolean plus a machine-readable reason code (credentials_missing, platform_not_supported, rate_limited, media_unsupported, and so on), so nothing is ever reported as sent when no real call was made. The messaging layer refuses to send a social recipient ID as an SMS, throwing NOT_SUPPORTED rather than downgrading a message onto a channel that can't address it.
What This Does NOT Do
- LinkedIn DMs. Feed posting only. There is no direct-message send in the API tier Connect can reach, so it is refused, not queued.
FAQ
Meta Cloud API is the most complete — templates, interactive buttons/lists, media, location, contacts, and read receipts. Twilio and Vonage also work; Twilio covers templates and media, Vonage adds interactive messages. Connect reports each provider's real feature set so you're not surprised.
Reply. Instagram, Messenger, and X DMs are two-way — the reply goes out through your connected account on the original thread, and each conversation stores which account owns it so replies leave from the right identity even if you run several brand accounts.
Because the LinkedIn API tier Connect can reach has no direct-message send — it requires Marketing Developer Platform partner approval. Rather than accept a message into a queue that never drains, Connect refuses the send up front and returns the reason. LinkedIn feed posting does work.
Yes — Meta HMAC (`x-hub-signature-256`), X/Twitter Account Activity signature plus the CRC handshake, and LinkedIn `X-LI-Signature`. A webhook that isn't signed for a configured account is rejected.
Yes, and it's bidirectional. An inbound message creates or updates a ticket; when the agent replies from the ticket, Connect sends it on the original channel and reports back whether it actually arrived, so the ticket shows real delivery state rather than an optimistic "sent".
Every outbound message resolves to a distinct state — delivered, failed with a provider reason, or refused as an unsupported channel. Nothing is marked sent unless the provider was actually called, and an unsupported channel is named rather than silently downgraded.
WhatsApp and social DMs that never fake a send.
WhatsApp Business across three providers, two-way Instagram/Messenger/X, signature-verified webhooks, and honest delivery states on every message.