How to run WhatsApp as a team: shared inbox setup guide
Updated October 21, 2026 · 4 min read
One WhatsApp number, several people, no confusion. A shared inbox works when everyone knows who owns each chat and where internal discussion happens.
Decide who owns each chat
Use assignment rules so new chats go to someone automatically. Round-robin spreads chats evenly. Least-loaded sends them to whoever has the fewest open conversations.
Use tags to route work
Tags such as Sales, Support or VIP are labels you define. They group chats and can control which agents see them.
Keep internal talk out of the customer chat
Use internal notes and @mentions to ask a colleague a question inside the conversation. The customer never sees them, and the colleague gets a notification.
Save quick replies
Store answers to common questions such as opening hours, prices and addresses. Your team stays consistent and answers faster.
Turn follow-ups into tasks
Create a task from a chat when something needs doing later, and open a ticket when it needs tracking to resolution, with an owner and a deadline.
Watch response time
A dashboard showing unread chats and overdue tasks tells you where customers are waiting before they complain.
Try it on your own number
Start a 14-day free trial of WatMark, or ask the team a question on WhatsApp.
Frequently asked questions
- How many people can share one WhatsApp number?
- With WatMark, Starter includes 5 users, Business includes 10 and Enterprise is unlimited.
- Can the team see each other's chats?
- Conversation history is visible to the people assigned to handle each conversation, and tags can control who sees which chats.
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