TextNow
Omnichannel customer engagement platform with AI automation
About Project
TextNow is an omnichannel customer engagement platform that brings WhatsApp, Facebook, Instagram, email, Telegram, and web chat into one workspace. The product also includes AI Studio, workflow automation, routing, broadcasts, and live agent handover, making it a complete communication operations layer.
Frontend:
React (Web Chat Widget), Web Chat Widget
Backend:
Serverless Architecture (AWS)
Cloud:
AWS (Lambda, S3, EC2, Step Functions, EventBridge, SQS, SNS, ECS, Fargate)
AI & Automation:
OpenAI, Gemini, Dialogflow, Google AI Studio
Database:
PostgreSQL
Messaging Integrations:
WhatsApp API, Telegram API, Twilio, TextMagic, SMTP
Email & Contacts:
Gmail, Outlook, Google Contacts
Social Media:
Instagram, Facebook, WhatsApp, Telegram, Twitter
DevOps:
Docker, GitHub Actions
Client Requirements
The client needed a centralized system that could manage customer conversations across multiple channels without losing context between automation and human support. The platform had to support both engagement and operational efficiency.
Key Challenges
The main challenge was maintaining continuity as conversations moved between automated handling and live agents. Another important requirement was keeping high-volume communication organized across multiple inbound and outbound channels.
Our Approach
We designed the platform around a unified inbox, AI chatbot automation, visual workflow building, broadcast campaigns, routing, and contextual handover. This created a clean and scalable structure for support and sales teams working at volume.
Use Cases
TextNow is ideal for customer support, lead qualification, booking workflows, campaign broadcasts, and multi-channel sales operations where centralization and automation are essential.
Features
Omnichannel customer engagement and automation platform
TextNow is a communication platform that unifies multiple channels such as WhatsApp, email, social media, and web chat into a single interface for managing customer interactions. It enables businesses to automate conversations, run campaigns, and handle support queries efficiently.
Omnichannel inbox
Brings multiple communication channels into one queue.
AI chatbot automation
Handles FAQs, lead qualification, and booking flows.
Workflow builder
Lets teams design multi-step automations visually.
Broadcast campaigns
Supports targeted outreach to opted-in contacts.
Human handover
Transfers high-value conversations to agents with full context.
