A shared WhatsApp inbox for your team, with email, Instagram and Messenger in the same queue
A WhatsApp number on one phone is a queue nobody else can see. A shared inbox is where the whole team answers from the same number, sees who is in which conversation, and knows how long each customer has been waiting — with the assistant handling the first minute and a person picking up exactly where it stopped.
Every conversation from every channel lands in one queue with an owner, a waiting time and the contact's record beside it. A rep who takes over stops the assistant explicitly and hands back explicitly; colleagues see who is in a thread; the composer knows whether the WhatsApp window is open and offers only approved templates when it is not; a running summary of a long thread is a click. Instagram and Messenger are reply-only, because Meta permits nothing else, and the product says so rather than failing.
One voice, two hands
Takeover and hand-back are explicit
A rep steps in and the assistant stops, mid-sentence if it has to. It resumes only when handed back on purpose — never because a timer ran out during a negotiation. An internal note travels with the thread; the customer sees one voice.
- A rule can hand over before any reply exists: a topic, a threshold, an angry message
- The thread carries every field the assistant captured so far
Sales Agent
Internal note · good running volume, taking this one — Rohan
Rohan · took over
You find out before you type
The 24-hour window, in the composer
WhatsApp allows a free-form reply only inside the day after a customer last wrote. Outside it the composer offers your approved templates and nothing else, so a send is never rejected by Meta after you pressed enter.
- Template status is synced from Meta as it changes
- A human reply on Messenger can carry the tag Meta allows only for a person
Last inbound message · yesterday, 6:12 pm
Free-form replies are locked — send an approved template
The rest of it
Two reps on one customer, caught
Open a conversation and colleagues see you are in it. Two people answering the same person with two different prices is the mistake this exists to prevent.
Voice notes, transcribed
A Hindi voice note arrives with its transcript under it, in the thread and on the timeline, and the assistant's next turn reads it as text.
A summary of a long thread
Choose how many messages to read and a summary is written onto the contact, covering a window that only grows outward — nothing in it is re-read twice.
An out-of-office is never answered
Bounces, mailing lists and auto-replies are recognised before they become a conversation. An out-of-office is filed where a person can see it and never replied to.
What it is made of
Four channels, one customer
WhatsApp, email, Instagram DM and Messenger in one inbox. Someone who emails Monday and WhatsApps Thursday is one contact with one history.
Take over, and hand back on purpose
A rep steps in and the assistant stops, mid-sentence if it has to. It only resumes when handed back deliberately — never on its own because a timer ran out during a negotiation.
Two reps on one customer, caught
Open a conversation and colleagues see you are in it. Two people answering the same person with two different prices is the mistake this exists to prevent.
The 24-hour window, before you type
WhatsApp only allows a free-form reply inside the day after a customer writes. Outside it the composer offers your approved templates and nothing else — you find out before you type, not after Meta rejects the send.
Questions people ask
Can several people use one WhatsApp number?
Yes. A number on the WhatsApp Business API is answered from the inbox by anyone with the permission, from any device, with ownership and waiting time visible on every conversation. There is no phone the number lives on.
What about Instagram and Facebook Messenger?
Both arrive in the same queue and are answered from it. Both are reply-only: Meta permits no business-initiated message on either, so a campaign on them is impossible to create rather than something that fails quietly.
How do I know whether the assistant or a person is answering?
The thread says which mode it is in and why — a rule fired, a rep took over, the workspace ran out of credits — and hand-back is a deliberate action, so nobody wonders whether the assistant will jump back in.
Does it need everyone to have their own login?
Every rep has a seat, a role, and a scope — own conversations, the team's, everyone's. Plans include a number of seats and more can be added.
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