WhatsApp Team Inbox
One WhatsApp inbox for your whole team
Every customer chat on your WhatsApp Business numbers, in one shared inbox. Assign chats, reply with text, files or templates, and let the chatbot take the first message.
Add-on to the WhatsApp API plan · Chatbot included
What is a WhatsApp team inbox?
A WhatsApp team inbox puts every conversation from your WhatsApp Business numbers into one shared web inbox, so several people can answer customers from one number. Nobody passes a phone around, and every chat has a clear owner.
It runs on the official WhatsApp Business API, not the phone app. Customers see your verified business profile and chat as they always do. Your team sees who is waiting, who is handling what, and the full history of each chat.
The inbox works with our WhatsApp chatbot. The bot answers the routine first message, hands the chat to a person when it should, and steps back while your agent replies.
Assignment
Every chat has an owner
Leave a chat for anyone to pick up, give it to one person, or share new chats between your agents. When someone gets a chat, they get an email with a link to it.
Unassigned
The chat waits in the Unassigned tab until someone picks it up.
A named person
The chat goes straight to one teammate, for VIP customers or a dedicated account manager.
Shared between agents
New chats go to the agent with the fewest open chats, so the work spreads evenly.
Features
Built for how support teams work on WhatsApp
Everything below is in the inbox today.
Mine, Unassigned and All
Three views, each with a count of chats waiting for a reply.
Search and labels
Find a chat by name or number, and tag chats with up to 10 labels to filter by.
Needs a person
Chats the bot hands over are flagged, so they never get lost among the rest.
Photos, video, voice and files
Send and receive photos, videos, audio and documents inside the chat.
Delivery and read status
Every message you send shows sent, delivered, read or failed. Customers see blue ticks when you open their chat.
Start chats with templates
Message a new customer, or one whose 24-hour window has closed, with an approved template.
All your numbers in one place
Every WhatsApp number on your team shares one inbox, with a filter for each number.
Agent role
Give people who only answer chats the Agent role, so they reply without seeing billing or settings.
Marketing opt-out
Mark a customer as opted out of marketing from the chat, and keep your number's quality rating healthy.
24-hour window
Built around WhatsApp's 24-hour rule
WhatsApp lets businesses send free-form messages only within 24 hours of the customer's last message. The inbox tracks that window on every chat, so agents never hit a wall mid-conversation.
Window open
Reply with anything: text, photos, videos, audio or documents. The timer restarts every time the customer writes.
Window closed
The reply box switches to your approved templates. Send one to restart the conversation.
Inbox + chatbot
The bot answers first. Your team takes over.
The inbox and the chatbot are one add-on, built to work in the same chat.
- Step 1
The bot greets and sorts
It answers the routine questions and collects details before anyone on your team is involved.
- Step 2
It hands over
When a flow reaches a hand-over step, the chat is flagged Needs a person and assigned the way you chose.
- Step 3
The bot steps back
Once an agent replies, the bot stays quiet in that chat for as long as you choose, from 0 to 168 hours.
- Step 4
Or run a flow yourself
Start any flow from the chat, or pause and resume the bot for one customer.
Pricing
Simple monthly pricing
The inbox comes with the chatbot builder as one add-on to the WhatsApp API plan.
Needed first
WhatsApp API
Send and receive through the official API from your own software.
Ask for USD pricing
Billed monthly in USD, no GST
- API keys for your team, created and revoked from the dashboard
- One webhook URL for every event, HMAC-signed and retried for 3 days
- Templates, media, interactive messages and catalogs through the API
- Several numbers under one team
- Onboarding, Meta verification and template help from our team
Inbox and chatbot
Inbox & Chatbot add-on
A shared team inbox and a no-code chatbot builder on the same numbers.
Ask for USD pricing
Billed monthly in USD, on top of the API plan
- Shared inbox with Mine, Unassigned and All views
- Chat assignment, including new chats to the least busy agent
- Visual flow builder: 8 triggers and 32 step types
- AI answers with your own Anthropic API key
- Agent role for people who only answer chats
Messages are paid from a prepaid wallet on each number, at a per-message rate for each category (marketing, utility, authentication, service). Top up from the dashboard.
FAQ
WhatsApp inbox questions
What is a WhatsApp team inbox?
A shared web inbox for every chat on your WhatsApp Business numbers. Several people answer customers from the same number, each chat can have an owner, and the whole team can see who is waiting.
Do I need the WhatsApp API plan as well?
Yes. The inbox and chatbot are an add-on to the WhatsApp API plan, billed monthly. Messages are paid separately from each number's prepaid wallet. Ask us for current USD pricing.
How does chat assignment work?
Leave a chat unassigned for anyone to pick up, give it to a named person, or share new chats between your agents, in which case the agent with the fewest open chats gets it. The person who gets a chat receives an email with a link to it.
What happens after 24 hours?
WhatsApp allows free-form replies only within 24 hours of the customer's last message. After that, the inbox asks you to pick an approved template. Sending it restarts the conversation.
Can the chatbot and my agents work in the same chat?
Yes. The bot answers first and hands over when a flow says so. After an agent replies, the bot stays quiet in that chat for the number of hours you set (0 to 168). You can also pause or resume the bot for one customer, or start a flow from the chat.
Who on my team can reply?
Owners, admins, developers and agents can reply to chats. The Agent role is for people who only answer customers, without access to billing or settings.
How long are messages kept?
Message contents stay in the inbox for 90 days. After that they are deleted automatically.
Can I use it without the chatbot?
Yes. The chatbot is included in the add-on, but it only runs when you switch it on and publish a flow. Leave it off and the inbox works as a plain shared inbox.
Related
Put your whole team on WhatsApp
Tell us about your team and your numbers. We'll set up the API, the inbox and your first chatbot flow with you.
- Inbox and chatbot in one add-on
- We reply within one business day