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Respond to customers using a collaborative team inbox. Respond to your broadcast campaigns, send meta templates, intercept your chatbot's conversations.
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A shared WhatsApp inbox puts one WhatsApp number in front of your whole team. Every incoming conversation appears in a single workspace where any teammate can read it, claim it, and reply, under their own login.
In hitlchat, the shared inbox is the heart of the platform: live WhatsApp and webchat conversations, chatbot handoffs, assignment, statuses, and notes all sit in one screen your support and sales people work from together.
A single WhatsApp account was designed for one person with one phone. The moment two or more people answer customers, the cracks appear:
A shared inbox fixes the ownership problem that linked devices alone never solve.
Connect your WhatsApp number once (Business API or QR scan), invite your team, and every conversation flows into the same place. From there:
The customer still messages one familiar number — behind it, an entire team works the queue with names, statuses, and accountability.
One number in front, a real helpdesk behind it. Here is what that changes day to day.
Assignment is built in: the moment someone replies, the conversation is theirs, and everyone can see it.
Statuses and live filter counts keep the queue honest, so nothing sits unanswered while everyone assumes someone else has it.
Your Botpress or Voiceflow bot answers the routine chats; the inbox catches every handoff the moment a human is needed.
The full thread, contact details, and internal notes travel with each conversation, whoever picks it up next.
Agents answer from the web app at a desk or the hitlchat mobile app on the move; the queue stays in sync.
Most teams try passing a phone around or piling onto WhatsApp Web before they look for a shared inbox. Here is how the approaches stack up.
| Sharing the WhatsApp app / Web | hitlchat shared inbox | |
|---|---|---|
| Who replies | Whoever has the phone or an open browser tab, all as one identity | Any invited teammate, each under their own login |
| Conversation ownership | None; there is no concept of assignment | Chats are assigned, transferable, and visibly owned |
| Statuses and follow-up | Read or unread is all you get | Open, in progress, and resolved states plus filter tabs with live counts |
| Chatbot handoff | Not possible | Botpress and Voiceflow bots answer first; humans take over in the same thread |
| Notes and context | Nothing internal; every message goes to the customer | Private team notes and contact details on each conversation |
| Fits | A one-person business where a chatbot is not required | Support and sales teams that require a chatbot with human handoff |
The same inbox wears different hats depending on who is staffing it.
Tickets arrive as chats. Agents claim from the unassigned tab, resolve, and escalate the tricky ones to a teammate without the customer noticing a thing.
New enquiries get tagged and routed to the right rep. Because replies assign ownership, follow-ups never fall between two salespeople.
Order questions, delivery updates, and returns all hit one number. Quick messages answer the repetitive half in two clicks.
A Botpress or Voiceflow bot fields the routine volume around the clock; the team works only the conversations that genuinely need a person.
Each client account gets its own inbox and team, managed under your agency's own brand.
After a broadcast campaign goes out, the responses flood into the inbox where the team can actually convert them.
Ready to see the screens? The guides cover every pane and button: Using the HitlChat Inbox · Managing Your Team · Quick Messages.
No training week required. Once the number is connected and logins are out, the inbox already supports:
Admins keep configuration, billing, and team management to themselves; agents see the inbox and nothing they can break.
Everything you need to know about the shared WhatsApp team inbox.
A workspace where one WhatsApp number is answered by many people. All conversations for that number appear in a single queue that your team reads, claims, and replies to from their own accounts.
Yes. That is the point of the inbox: simultaneous agents, each logged in separately, working different conversations on the same number without treading on each other.
Linked devices mirror one identity onto more screens. There is no assignment, no statuses, no notes, and no way to tell who answered what. A shared inbox adds the teamwork layer that linked devices lack.
No. The inbox works with a Business API connection or a simple QR code link of an existing number. Both feed the same queue.
Yes, and it is the recommended setup: a Botpress or Voiceflow bot answers routine questions, and HITL keywords or a manual takeover pull a human in. See Botpress human handoff and Voiceflow human handoff.
WhatsApp conversations and your website's webchat widget conversations, side by side, worked with the same tools.
Yes. The hitlchat mobile app for iOS and Android carries the full inbox, including templates, quick replies, transfers, and bot pause.
Yes. Agents get an inbox-focused view, while Limited Admin and Admin roles unlock configuration, billing, and team management. Roles are set per person.
Plans scale from a single seat to 30 users on Enterprise, and each person always gets an individual login rather than a shared password.
Nothing. They message your normal WhatsApp number, and the entire team layer is invisible on their side.
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