Team coordination
Assignment, notes, and templates keep multiple agents on one Business number without stepping on each other.
Overview
Assign conversations, collaborate with notes, and respond with templates while keeping a full customer history.
Problem
Without assignment and shared history, customers get duplicate answers, agents overwrite each other on WhatsApp Web, and managers cannot see queue health.
The shared inbox gives every agent the same conversation timeline with templates, notes, tags, and contact context on your official Business number.
Benefits
Assignment, notes, and templates keep multiple agents on one Business number without stepping on each other.
Profile, consent, tags, and recent activity for the open conversation — CRM-stored context, not every undocumented Meta signal.
The shared inbox focuses on customer threads; WhatsApp Groups use a separate module when Meta eligibility allows.
Workflow
Connect WhatsApp once, then route every live thread through assignment and templates.
FAQ
Groups are supported in a dedicated Groups module when the feature flag and Meta eligibility allow. The main inbox remains 1:1-first for CRM contacts.
Contact timelines include CRM-stored conversation and campaign activity your workspace records — not every Meta Ads or off-platform signal.
Examples
Teams typically use this capability for:
Create your workspace, connect your WhatsApp Business number, and turn on this capability with guided setup in the product.