WhatsApp shared inbox for teams

One number, more than one person

A shared inbox is for a team that answers customers on one WhatsApp Business number. The customer still writes to that number. The conversation is no longer stuck on one person's phone.

Teams usually arrive here after the WhatsApp Business app. That app fits one person or a very small group. A shared inbox is the workspace on top of the WhatsApp Business Platform, where several employees handle the same chats. The setup guide covers how to run the team. This page is the product.

How a new chat gets an owner

Incoming WhatsApp conversations land in the shared inbox. A chat is assigned by adding an agent tag. Round-robin rotates new chats through the team. Least-loaded sends the chat to whoever has the fewest open conversations.

Those rules run on the server. A new chat is still assigned when nobody has the app open. Tags such as Sales, Support, VIP, or New Lead are examples you define. They are not fixed system labels. Tags group conversations and can control which employees see and handle them.

Notes, tickets, and replies the customer does not confuse

Inside a customer conversation, an employee can leave an internal note. A note such as “@Alex Please check delivery status” notifies Alex. The customer does not see that note. The same workspace also has employee chat, group chat, @mentions, file sharing, replies, notifications, search, and pinned messages, kept off the customer's WhatsApp thread.

An employee can click Create Ticket on the chat. The ticket stays with the conversation: an ID, customer, category, priority, assignee, and status. Status moves through Open, Assigned, In Progress, Waiting for Customer, Resolved, and Closed. A ticket can hold an SLA, internal notes, attachments, a related order, a related invoice, and a resolution. A high-priority example on the tasks page is a response within 30 minutes, with the time remaining or an SLA breach shown to the team.

Quick replies are named shortcuts for messages the team sends often. An employee inserts one in the conversation. They can be added, edited, or deleted. They are not messages WatMark sends by itself. The team dashboard shows unread chats, waiting conversations, and overdue task reminders.

A delivery question, from the first message to the handoff

A customer writes: My order hasn't arrived. The message is already in the shared inbox, and assignment has given it an owner. The employee replies on WhatsApp, then mentions a teammate in an internal note so accounts or delivery can check without that discussion appearing in the customer's chat.

If the answer will take a follow-up, the employee creates a ticket on that same chat. The ticket keeps the owner, the status, and the employee-only notes next to the conversation. If that person is away, someone assigned to the chat can read the history and continue. The customer is not asked to repeat the order number to a new phone.

Who can see a chat, and what the plan includes

Conversation history is visible to the people assigned to handle that conversation. Tags can limit who sees which chats. Internal notes stay with employees. Quick replies go out only when a person inserts them.

Starter includes 5 users and 3 days of conversation history. Business includes 10 users and unlimited history. Enterprise includes unlimited users and unlimited history. The shared inbox, tags, task boards, tickets, and quick replies are on every plan. WhatsApp messaging charges from Meta are separate from the WatMark subscription.