Team inbox
shared queue, owned threads
Automation clears FAQs; humans still need a system of record for messy threads. The inbox centralises chats from your linked WhatsApp devices so ownership, notes, and replies stay coherent.
Search intent
Shared WhatsApp queue
without passing the phone.
Pain: personal handsets become the CRM—threads vanish when someone goes offline. Outcome: every conversation from your linked devices lands in one place with assignees, internal notes, and visibility into who is typing so you do not double-send.
Pair this with message log for audits and auto-reply for first-line deflection—each page owns a different job.
Centralised inbox
All incoming messages from all devices in one place. No switching between phones. Shared inbox—all team members see all conversations.
Assign and route
Assign conversations to team members. Route by keyword, contact, or manually. Everyone knows who owns each conversation.
Shared context
Everyone sees the full thread. Internal notes visible only to your team. No duplicate replies. Real-time collision detection—see who is replying.
Escalate with notes
Add notes when escalating. The next agent sees full history and context. Handoffs stay smooth. Customers don't repeat themselves.
How teams actually use it
Tier-1 claims a thread, drops an internal note with order IDs, escalates to billing with @mention-style cues, and marks resolved when WhatsApp shows delivery. Managers skim the queue for SLA breaches instead of DMing "who has +1 555…?"
- Shared inbox—all team members see all conversations
- Assign chats to specific team members
- Internal notes visible only to your team
- Role-based access control (Admin, Agent, Viewer)
- Online presence and typing indicators for team
- Real-time collision detection—see who is replying
Limitations
Coverage is only as good as your linked WhatsApp sessions. If the device is disconnected, new inbound messages may stall—fix the session in device management first. This is not a replacement for Meta-hosted Cloud API inbox products; compare requirements before procurement.
When to use the team inbox
- •Support teams handling customer inquiries
- •Agencies managing multiple client accounts
- •Sales teams following up on leads
- •Any team where multiple people need to reply to WhatsApp messages
- •When auto-reply routes complex queries to humans
Where this fits
Shared inbox keeps human handoff visible alongside automation. Typical flows: support teams, booking conversations. Technical entry points: Webhooks (inbound events), API quickstart. Plans and API access are on pricing.
FAQ
Straight answers—same facts as our pricing and security pages.