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Shared Inbox

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.

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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

A chi serve

The three-to-ten person business where "the WhatsApp phone" gets passed around, and messages get answered twice or not at all.

Il dubbio che risolve

"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

  1. Assign it

    Give the conversation an owner, or leave it unassigned for whoever is free.

  2. Label it

    Attach labels — created inline as you need them — so the inbox can be worked by category.

  3. Talk internally

    Leave a note with an @mention. The teammate is notified; the customer sees nothing.

  4. 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. 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

Who sees what, and who gets new chats

Each team member can be set to see every conversation, the ones assigned to them plus the unassigned pool, or only the ones assigned to them, and the owner can limit them to reassigning only their own chats. New chats can be left unassigned or handed out by round robin to the next team member who has the inbox, and a team member who replies to an unassigned chat can claim it. The owner keeps an access history that records who changed visibility, the reassign rule and auto-assignment.

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.

Da sapere

Fin dove arriva questa funzione, detto chiaramente — così nulla qui ti sorprende dopo l'acquisto.

  • Requires any plan — Wiz Bot, Wiz Campaign or Wiz Pro.
  • Invited team members work the shared inbox. The owner can give an admin access to templates, campaigns, contacts or the API one at a time; the flow builder and settings stay with the owner.
  • The web inbox keeps chats for a limited number of days. The product says how many on the screen and points at the mobile app for older conversations.
  • 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.

Incluso in

Questa funzione fa parte dei piani qui sotto.

  • Wiz Bot
  • Wiz Campaign
  • Wiz Pro
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FAQ

Domande Frequenti

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 keeps chats for a limited number of days and the screen says how many; the mobile app is the place for older conversations.

What can invited team members see?

The shared inbox. The owner chooses, per person, whether they see every conversation, only the ones assigned to them plus the unassigned pool, or only their own. An admin can additionally be given templates, campaigns, contacts or the API one at a time; the flow builder and settings stay with the owner.

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 plans

Esplora altre funzionalità

Scopri altri strumenti che rendono WizMessage la piattaforma WhatsApp completa.