Team inbox
Twenty agents, one inbox, nobody replying twice.
Three panes: the queue, the conversation, and everything you know about the person. The 24-hour service window drains around each contact's avatar on every row, so the whole team sees who needs a reply before it starts costing money.
Riya Shah
Support · you · window closes 17h 12m
Today
Hi, I have not received a tracking link yet.9:02 am
Sorry about that, Riya. It left this morning. Here is the link.Track order9:04 am ✓✓
Private note · Priya, can you check the courier SLA for Surat?9:06 am · Aman
What it is
A WhatsApp shared inbox lets a whole team answer one business WhatsApp number from a web app, with each conversation assigned to a person, routed to a team, and tracked against Meta's 24-hour customer service window. This one adds collision detection, keyboard-first navigation, snooze and follow-up reminders, per-agent availability, first-response SLA timers, and a live cost line that shows what each reply will cost once Meta starts charging for service messages.
What it does
Every line below is in the product today. The ones marked only here were not found in WATI’s, AiSensy’s or Interakt’s public documentation on 20/09/2026.
The avatar is the countdownOnly here
The window drains around the face, amber then red. A closed window is a dashed ring, readable without colour.
Teams, routing and availability
Named desks, rules by number, keyword, stage or tag, then round-robin among people who are online and under their cap. Nobody available leaves the thread unassigned and tells the managers.
Keyboard-first
J and K move, X selects, U marks unread, E resolves, a slash opens saved replies with variables, and one command palette reaches every screen.
Collision detection
See who is viewing and typing on a thread before you start. Bulk assign, resolve or mark read with one action on up to two hundred threads.
Snooze, mark unread, follow-ups
Put a thread aside until a time, hand it back as new, or set "call back Tuesday" with a note. Due items surface as their own filter.
Behaves like WhatsApp
Blue ticks and "typing" shown to the customer, reply to a particular message, scheduled replies, media in and out, first-response SLA timers.
Bots on a leash
Pause automation for one person for 24 hours, start a flow or enrol a journey from the thread, take a conversation back from the bot with its path summarised.
Feedback after every conversation
A three-button rating inside the window, plus an AI rating of every resolved chat. Both per agent in analytics, both off until you switch them on.
Questions about team inbox
How many agents can use one WhatsApp number?
As many as the workspace has members. The inbox is built and tested for twenty to fifty agents working at once, with routing, collision detection and per-agent caps to keep them from replying twice.
What is the WhatsApp 24-hour customer service window?
After a customer messages a business, the business can reply freely for 24 hours. Outside that window it can only send an approved template. The inbox counts the window down on every conversation and switches the composer to templates when it closes.
Can replies be automated but still handed to a person?
Yes. Chatbot flows answer keywords and menus; a hand-over step assigns the conversation to a team with a summary of the path the customer took, and an agent can pause automation for that person for 24 hours.
Is there a mobile app?
The web app installs to a phone's home screen as a progressive web app, with push notifications and an offline shell, and every screen works at phone width.
Talk to us.
In a forty-minute call we go through what you send today, what it costs you, and what a flagged number would cost you. Then we set up a workspace on your own Meta app and build the first campaign with you.