WhatsApp Shared Team Inbox: Assign Chats, Tickets and Roles
Quick answer: The shared inbox lets many team members handle the same WhatsApp number with assignment, tags and full conversation history.
Main features
- All chats from one WhatsApp number in one place.
- Assign conversations to agents or teams.
- Tickets and status such as open, pending and resolved.
- Tags and internal notes for context.
- Quick replies and saved responses.
Add your team
Add sub-admins or agents from settings. The number of sub-admins depends on your plan: Basic 3, Growth 10, Business 25. Custom roles and permissions start from the Growth plan.
Tips for faster replies
- Set auto-assignment so chats do not wait.
- Use quick replies for common answers.
- Watch the 24-hour window: after it closes you need a template to reach out again.
Frequently asked questions
Can two agents reply to the same chat?
Assigning one owner per chat avoids duplicate replies. Others can see the history and add notes.
Meta changes its rules and prices from time to time. Always check Meta's official documentation for the latest details.