Your whole team answers from one WhatsApp number
Customers write to one business number. Every agent works from the same inbox with their own login, and the customer always sees your business, never the phone of whoever answers.
Every conversation has an owner
When an agent takes a conversation, it's registered to them, and another agent can't take it from them. Transfer it to another agent or another queue in one click; admins and supervisors can transfer any conversation.
Pending, open, closed
Conversations are split into tabs: waiting for an agent, in progress, and closed. When the customer writes again, the conversation comes back with its whole history.
Queues and a menu bot
Set up queues by department or topic — sales, support, billing. The menu bot asks the customer what they need and routes the conversation to the right queue before an agent steps in.
Who sees what
Three roles: Admin, Supervisor and User. An agent works from their own conversations and the ones waiting in their queues. Admins and supervisors see every conversation and decide who belongs to which queue.
Your own tags and tabs
Mark conversations with colour tags, and open tabs by tag — "Quote sent", "Awaiting payment" — to see at a glance where every customer stands.
Ready replies and scheduled messages
Type / in the message box and pick a ready reply. You can also schedule a message to go out at the time you choose.
Everything about the customer, next to the chat
The customer card sits beside the conversation: details, your team's notes, and every past conversation. Notes stay with you — the customer never sees them. For questions between colleagues there's a separate internal chat.
Photos, documents and voice messages
Send and receive images, videos, documents and voice messages, and record a voice message right from the system.
When someone leaves, the conversations stay with the business
The conversations aren't in their personal WhatsApp — they're in the business inbox. If you delete the user, their open conversations go back to waiting, and the team picks up from the same point.
Frequently asked questions
How many agents can work on one number?
As many as your plan includes. The number of users depends on the plan — see the pricing page.
Will the customer see the agent's personal number?
No. Every message goes out from the business number.
Can I transfer a conversation to another agent?
Yes — to another agent or another queue, in one click.
What happens when an employee leaves?
Delete their user, and their open conversations go back to waiting in your account.
Can the agent's name appear on messages?
Yes. Each agent can turn on a signature, and their name appears at the top of the message.
Read next
- Working in the shared inbox
- Tags and custom inbox tabs
- Add team members and set their roles
- Quick replies: saved answers with /
- Internal team chat
- Set up the menu bot and queues
- Connect WhatsApp through Meta's official platform
- WhatsApp shared inbox: how a team works on one number
- WhatsApp's 24-hour window and message templates, explained
Also worth a look: WhatsApp bot: a menu that routes, and an AI that answers
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