Shared inbox: one WhatsApp number, the whole team
Every WhatsApp conversation lands in one inbox instead of a phone passed around the office. Each conversation is assigned to a team member, tagged, and tracked against response-time SLAs. The shared inbox is included in every plan, from 2 seats on Starter to 60 on Enterprise.
What your customer receives
Why it matters
One owner per conversation
Each conversation is assigned to a named team member, so no customer is left waiting and two colleagues never answer the same message.
Tags that sort the queue
Label conversations as new order, complaint or price request, then filter the inbox by tag to see where work is piling up.
Internal notes the customer never sees
Add context or instructions for a colleague inside the conversation. Notes stay within the team and are never sent to WhatsApp.
Canned replies with /shortcuts
Type / and the shortcut name to insert a saved reply: opening hours, return policy, delivery terms, in Arabic, French or Darija.
SLAs that watch the clock
Set a first-response and a resolution target. The inbox flags conversations that miss them before they turn into complaints.
WhatsApp calling and IVR on Pro+
From the Pro plan up, the team takes WhatsApp calls in the same inbox, with an IVR menu that routes callers to the right department.
How it works
- 01
Connect your number
Your WhatsApp number goes live on Meta's official Cloud API within 24 to 72 hours once your documents are ready. Every incoming message reaches the shared inbox immediately.
- 02
Add your team
Create one seat per member, up to your plan limit: 2 on Starter, 5 on Growth, 10 on Pro, 25 on Business, 60 on Enterprise. Each member has their own login and reply history.
- 03
Assign and organise
Assign each conversation to a member, add tags and internal notes, and insert saved replies by typing / followed by the shortcut name.
- 04
Track your SLAs
Set response targets and watch overdue conversations from the inbox dashboard. Platform-side conversations and contacts are unlimited on every plan.
Where it fits
E-commerce
Customer service gets delivery and size-change questions on one number; the conversation is tagged open order and assigned to the member covering that delivery zone.
Restaurant and food delivery
At peak hours incoming orders are spread across several members, and the /menu shortcut sends today's menu without retyping it.
Clinic or medical practice
Reception answers appointment requests and leaves an internal note for the doctor, invisible to the patient, with a response target that matches opening hours.
Real-estate agency
Each conversation is assigned to the agent covering that neighbourhood and tagged buy or rent so viewings are easy to follow up.
Works with
Questions about this feature
Related features
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Let's build your next growth channel.
- Free 20-minute consultation with a WhatsApp specialist
- Number live in 24–72 hours once documents are ready
- Official Meta API with opt-in messaging and approved templates