Team inbox
One WhatsApp number, your whole team — no per-agent fees
A real-time shared inbox for the conversations your campaigns start and your customers begin. Team size is a plan limit, not a price per seat: growing your team does not grow your bill.
Can several people answer the same WhatsApp number?
Yes — that is the point of the API over the phone app. Everyone sees the same inbox, live, with presence ("Maria is looking at this"). Conversations can be claimed with one click or assigned to an agent, and auto-assignment picks the available agent with the fewest open conversations. Agents can be restricted to their own conversations, and reopened chats can return to whoever handled them.
How do I see what needs an answer right now?
Views instead of a single list: Mine, Unassigned, Waiting, All, Resolved and Snoozed, each with a count. Waiting is sorted longest-first and shows how long the customer has been waiting — red past 15 minutes, with a strip counting the overdue ones. Snooze a conversation for an hour, until tomorrow, for a week or until a date; it comes straight back the moment the customer writes.
What can agents send from the inbox?
Text, images, video, documents, audio, stickers and locations; interactive reply buttons; reactions; and approved templates. Saved replies with placeholders ({first_name}, {agent_name}…) are one "/" away. The composer shows how long the 24-hour service window stays open and, once it closes, offers a template instead — the rule is handled in the product, not left for the agent to trip over.
How does the team stay organised?
Transfer with a mandatory note that lands in the thread, private internal notes, coloured labels on every row, the WhatsApp number the conversation came in on, filters by agent, number, label and unread, and bulk actions. Roles are granular: who may view all chats, who may assign, who may delete, who touches billing. Voice notes are transcribed automatically so they can be read, searched and answered fast.
Does AI help the agents?
An AI Assist button in the composer suggests a reply from the conversation's context, and bots can be paused per conversation — for 24 hours or until you resume — so a human stays in charge. When a flow hands over to a person, the header says so. See Automation & AI.
Can I measure the team?
A conversation report shows open and waiting conversations now, median and average first-response and resolution times, messages per day and by hour of day, and a per-agent table. Desktop notifications and the unread count in the tab title keep everyone on top of it.