Frequently asked questions
Everything you might want to know about channels, billing, security and getting started. Can't find it? Ask us directly.
General
What is Inno Message?
Inno Message is an enterprise-grade, multi-channel communication and gateway management platform. It unifies WhatsApp, Email, SMS, Facebook Messenger and Instagram into a single console with partner billing, role-based access and a real-time inbox.
Who is it for?
Travel agencies and OTAs, digital agencies, SaaS providers, enterprises, resellers/MSPs and e-commerce companies — any team that communicates with customers across multiple channels and needs financial control and isolation.
What makes it different?
It uniquely combines five channels with unified contacts, unified billing and a unified inbox, plus true partner isolation, a prepaid billing model with credit limits and a no-framework deployment that runs on standard hosting.
Channels & messaging
What channels does Inno Message support?
WhatsApp Business Cloud API, Email (via SendGrid), SMS (via Twilio), Facebook Messenger and Instagram Direct — all in one platform.
Is the inbox real-time?
Yes. The unified inbox uses long-polling every 3 seconds to surface new messages without a refresh, with read receipts, day separators and a sound alert for inbound messages.
Can agents work from a phone?
Yes. A dedicated mobile inbox provides an app-like experience with slide navigation, speech bubbles and notification sounds. Logging in on a phone auto-redirects to it.
Billing & partners
How does billing work?
Partners have a prepaid balance that is deducted per message. Administrators top up balances and can set credit limits as a safety buffer. A full payment history is available for reconciliation.
Do partners need to share their WhatsApp credentials?
No. Operators configure the gateways. Partners access messaging through a REST API using a bearer token and never see gateway credentials.
What happens if a partner runs out of balance?
The API checks balance and credit limit before any cost is incurred. If neither is available, it returns a clean 402 insufficient_balance response — no message is sent and no cost is charged.
Can partners be isolated from one another?
Yes. Gateway assignment ensures each partner can only see and use their own gateways, balance and messages — true white-label capability with zero cross-contamination.
Security & compliance
How is the platform secured?
Defence-in-depth: bcrypt password hashing, CSRF tokens, PDO prepared statements, XSS sanitisation, hardened sessions, API credential isolation, HMAC webhook verification and comprehensive audit trails — aligned to the OWASP Top 10.
Is it GDPR compliant?
Inno Message provides the technical controls for GDPR-aligned operations: data access controls, user permissions, audit trails and the ability to delete contact data.
How are credentials protected?
Provider API keys and tokens are masked in the UI after entry, external calls use TLS with certificate verification, and partners interact only through bearer tokens.
Technical & hosting
What hosting is required?
Standard PHP 8+ hosting with MySQL — including shared cPanel hosting. It also deploys on VPS or dedicated servers. No Kubernetes required.
How are upgrades handled?
Idempotent schema migrations apply automatically on load, so new features can be deployed by uploading files — no migration scripts and no maintenance window.
Is there an API?
Yes. Partners send Email, SMS and WhatsApp via a clean bearer-token REST API, and inbound events are processed via real-time webhooks with deduplication.
Getting started
How do we get started?
Contact our team for a demo and onboarding. Deployment takes about 30 minutes, and we provide full documentation, a deployment guide and implementation support.
Can we try it first?
Yes — start free and deploy on your own hosting with no credit card required, then talk to us about a tailored Growth or Enterprise plan as you scale.
Still have questions?
Our team is happy to walk you through the platform with your own use case in mind.