Your whole team works one WhatsApp number without stepping on each other
"Only one person can use a WhatsApp number" stops being true here. Conversations get an assignee, a status and labels; teammates leave internal notes the customer never sees; an AI can draft the reply for an agent to edit. Everyone can see what was already said, so nobody answers twice and nobody assumes somebody else did.
Included inWiz BotWiz CampaignWiz Pro
- Every agent works the same connected number, each with their own login
- One number
- Open, pending, resolved and snoozed, so a conversation is never ambiguously handled
- Four states
- Mention a teammate inside a conversation without the customer ever seeing it
- Internal notes
Who it's for
The three-to-ten person business where "the WhatsApp phone" gets passed around, and messages get answered twice or not at all.
The worry it answers
"Only one person can use a WhatsApp number." Not here — assign it, label it, note it, resolve it, with a record of who did what.
How a team works one inbox
Assign it
Give the conversation an owner, or leave it unassigned for whoever is free.
Label it
Attach labels — created inline as you need them — so the inbox can be worked by category.
Talk internally
Leave a note with an @mention. The teammate is notified; the customer sees nothing.
Set a status
Open, pending, snoozed or resolved. The status is what stops two people picking up the same thread.
A helpdesk, not a mirror of your phone
The difference between a shared inbox and a shared phone is accountability. Here every conversation has a state and — when it matters — an owner. Bulk actions let you assign or re-state a whole batch at once. Conversations can be archived or blocked. Inbound and outbound counters sit at the top so you can see the day's shape at a glance.
What you get in each conversation
- Full message history and search across the inbox
- Reply straight from the dashboard
- Status: open, pending, resolved or snoozed
- Assign to a teammate, or leave it unassigned
- Labels, attachable per conversation and creatable inline
- Internal notes with @mentions, never sent to the customer
- Canned replies dropped into the composer
- AI-drafted replies for an agent to edit before sending
- Bulk assign and bulk status change across selected conversations
The details that catch problems early
Two flags do a lot of quiet work. A conversation can be marked as needing attention when the customer sounded frustrated, which surfaces an unhappy customer before they say so publicly. And when a response target is missed, the conversation carries a breach badge — so the team sees it in the inbox rather than in a report at the end of the month.
Good to know
Where this feature stops, in plain words — so nothing here surprises you after you buy.
- Requires any plan — Wiz Bot, Wiz Campaign or Wiz Pro.
- The shared inbox is the one area invited team members can enter. Campaigns, templates, contacts, the flow builder and settings stay with the account owner and admins.
- The web inbox shows the last 7 days of conversations. The product says so on the screen and points at the mobile app, which holds the longer history.
- AI-drafted replies need an AI-capable plan. Without one, the button tells you so rather than failing quietly.
- Replies are still bound by WhatsApp's 24-hour customer service window — outside it, an approved template is required.
Included in
This feature is part of the plans below.
- Wiz Bot
- Wiz Campaign
- Wiz Pro
Frequently Asked Questions
Can several people use one WhatsApp number at the same time?
Yes. That is what the shared inbox is for. Each teammate signs in with their own account, and conversations carry an assignee and a status so two people do not answer the same thread.
Can I leave a private note for a colleague?
Yes. Internal notes support @mentions and are never sent to the customer. The mentioned teammate is notified.
How far back can I scroll?
The web inbox shows the last 7 days. The mobile app holds the longer history, and the web screen says so rather than letting you assume otherwise.
What can invited team members see?
The shared inbox, and only the shared inbox. Campaigns, contacts, templates, the flow builder and settings are not open to invited members.
Does the AI reply to customers on its own here?
No. In the inbox it drafts a suggestion for an agent to read, edit and send. Automatic answering is the chatbot, which is a separate feature with its own controls.
Can I work through a backlog quickly?
Yes — select many conversations and assign them or set their status in one action.
Stop passing the WhatsApp phone around
Give every conversation an owner, a state, and a team that can see it.
See plansExplore More Features
Discover other tools that make WizMessage the complete WhatsApp platform.
- Team, Hours & SLAInvite teammates with roles, define business hours with holidays, and measure first-response and resolution targets in working time.
- Bot EscalationsWhen the bot should not answer, or the customer asks for a human, the conversation is raised in a queue and a person replies. The customer never repeats themselves.
- Mobile AppNot a cut-down viewer. Campaigns, the flow builder, team management and SLA policies are all there, and it works offline.
- WhatsApp CoexistenceConnect the WhatsApp Business number you already use, through Meta's own onboarding. Your phone keeps working; automation runs alongside it.
- Wiz CopilotAn in-app assistant that operates the dashboard by conversation — and stops at an approval you can read and edit before anything changes.
- Knowledge BaseYour price list, policy or FAQ becomes the chatbot's source of truth. No prompt engineering, no retraining.