Twinny
Overview
Twinny is an AI-driven conversational sales platform designed to help businesses sell, qualify leads, and manage support across WhatsApp, Instagram, Messenger, Live Chat, and TikTok—without needing an online store or third-party apps. By creating intelligent AI agents trained on your business data (website, PDFs, catalogs), Twinny automates customer engagement, manages conversion funnels, and escalates conversations to human agents when needed. It unifies all interactions into a single inbox, making customer management effortless and intelligent.
Client Type
SaaS Platform / AI Sales Enablement Tool
Industry
Conversational Commerce / Customer Support Automation
Key Features
Powerful capabilities that solved the client's business challenges
AI Sales Agents
Custom-trained bots that understand your product catalog and FAQs, engage customers, qualify leads, and drive sales 24/7.
Unified Smart Inbox
Centralized messaging hub for all conversations from WhatsApp, Instagram DMs, Messenger, Live Chat, and TikTok.
Real-Time Escalation
When AI encounters complex queries, it alerts human agents for seamless handoff, ensuring personalized customer care.
Multi-Funnel Management
Track where each lead is in the sales funnel with visual stages and AI categorization.
Autonomous AI Training
Simply upload a PDF, link a webpage, or drop a product catalog—Twinny builds your AI’s knowledge base automatically.
Team Management & Metrics
Unlimited agent seats with role-based access, response metrics, and pipeline-specific assignments.
Bulk Campaigns & Responses
Run personalized mass messaging campaigns via WhatsApp or Messenger and manage replies individually.
CRM & Tool Integrations
Built-in or custom integrations with HubSpot, Notion, Slack, and internal APIs (with 14-day turnaround).
Challenge & Solution
The Challenge
Despite a solid technical product and a valid use case for managing business communications, Twinny faced recurring Meta review challenges due to: - Lack of Test WhatsApp Business Account: Reviewers were unable to verify WhatsApp functionality due to improper setup of a test WABA account or missing instructions. - Instagram Messaging Setup Issues: The Instagram Business Account used in the review either didn’t allow messaging from the test user or wasn’t configured properly. - Missing or Misleading Screencasts: Early submissions lacked clear demonstrations of real-time messaging workflows or didn’t show the AI-human handoff process. - Permission Justification Gaps: Use cases for permissions like instagram_manage_messages or pages_messaging were valid but not clearly mapped to features or shown in-app.
The Solution
We led a systematic resubmission effort focused on clarity, validation, and platform readiness: - Test Environment Setup: Created valid test accounts for WhatsApp Business and Instagram, with messaging enabled and accessible to Meta reviewers. Provided clear test credentials in the App Review notes. - End-to-End Screencast: Produced screencasts covering: Connecting Instagram/WhatsApp pages, Unified inbox showing messages from both, Responding via AI and escalated human agent, Message tagging and customer classification. - Permission Use Case Documentation: Clearly linked each permission to a real feature: pages_messaging → Used to respond to Facebook Page inquiries in the inbox, whatsapp_business_messaging → For AI agent responses and bulk WhatsApp campaigns, instagram_manage_messages → To manage DMs in the smart inbox. - Functional Demonstrations: Added walkthroughs of: How AI is trained using catalog links and files, How multi-funnel journeys are visualized, Human agent involvement in message threads.
Facebook Permission Approval Expert
1. No WhatsApp Business test setup
Provided valid WABA test phone number, setup info, and credentials
2. Instagram test account messaging blocked
Enabled messaging on IG business account and added test user as a follower
3. Screencast unclear or incomplete
Captured full messaging cycle with AI + human agent switch
4. Lack of permission justification
Mapped all requested permissions to live features and shown in screencast
Results
Measurable outcomes and business impact
Successfully Approved and Live
Twinny was successfully approved by Meta for all applied messaging permissions, including WhatsApp and Instagram integrations.
"Twinny's Meta app approval was a complex task, but Saurabh's team simplified it. Their expertise in messaging integrations was evident, leading to a smooth approval."
Instagram App Review Consultant
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