Shared Team Inbox
Every customer message lands in one place. Your sales, support, and management teams all work from a single inbox.
How It Works
When a customer messages your WhatsApp number, the conversation appears in the inbox. Any team member can view it, and conversations can be assigned to specific agents.
Key Features
Unified Conversation View
All WhatsApp conversations in a single, sortable list. Filter by:
- Open — active conversations needing attention
- Assigned — conversations with an assigned agent
- Unassigned — conversations waiting to be picked up
- Resolved — closed conversations
Assign Conversations
Route chats to the right agent manually. Every conversation has a clear owner, so nothing falls through the cracks. Admins can reassign conversations for escalations or shift changes.
Internal Notes
Leave private notes inside any conversation — only your team can see them. Use notes for:
- Shift handoffs
- Context for escalations
- Internal decisions about a customer
Quick Replies
Save common responses and insert them with a shortcut. Great for frequently asked questions like business hours, pricing, or return policies. Go to Settings > Quick Replies to manage your library.
Media Messages
Send and receive images, videos, documents, audio files, and stickers directly in the inbox.
Real-Time Updates
Messages appear instantly via WebSocket. No refreshing, no delays.
Desktop Notifications
Browser push notifications for new messages — never miss an incoming chat.
Plan Availability
| Feature | Starter | Growth | Business |
|---|---|---|---|
| Shared inbox | Yes | Yes | Yes |
| Conversation assignment | Yes | Yes | Yes |
| Internal notes | — | Yes | Yes |
| Quick replies | Yes | Yes | Yes |
| Supervisor view | — | — | Yes |