Shared Inbox

One team inbox for every WhatsApp conversation, with notes, assignment and search.

What it does

The shared inbox brings all your WhatsApp chats into one screen the whole team can work from. Instead of one phone in one person's pocket, everyone sees the same conversations and can reply, assign and help each other out.

Open it from WhatsApp Chats in the main menu.

The conversation view

• Left: your conversations, most recent activity first, with delivery ticks and labels.
• Middle: the selected chat's full history and the box where you type your reply.
• Actions: search within a chat, save the contact as a customer, assign the chat to a teammate, add labels, mark it as a favourite, mute it or block the number.

To message someone who hasn't written to you yet, click New chat.

Replying

• Type your message and press Enter (or click send). It goes out straight away.
• Use the paperclip to attach a picture, video, audio file or document.
• Use Send template when you're starting a conversation or the 24-hour window has closed.
• Use Draft with AI to get a suggested reply you can read and edit before sending.

Working as a team

• Assign a chat so it's clear who owns the reply.
• Internal notes let teammates leave context on a conversation. Notes are private and never sent to the customer.
• Labels sort conversations into groups such as support, sales or follow-up.
• Resolve a conversation when it's done, and Reopen it if the customer needs more help.

The 24-hour window

You can reply freely for 24 hours after the customer's last message. After that, you need an approved template to restart the conversation. The inbox tells you when this applies and offers the template picker.

Good to know

• New messages appear on their own. There's no need to refresh.
• Ticks work the same as in WhatsApp: one tick sent, two grey ticks delivered, two blue ticks read. Tap a message to see the exact times.
• Can't watch the inbox all day? Turn on email digests of new messages under Setup → Notifications.
• Moving from another WhatsApp provider? Where your plan includes it, Import chat history brings your past conversations across so your team keeps the full context.

The shared inbox turns WhatsApp from one person's phone into a proper team channel for sales and support.