A shared WhatsApp inbox for your whole team
The Connect shared inbox is one real-time home for every WhatsApp conversation your team handles. Multiple agents work the same number without sharing a phone, with assignment, transfer, internal notes, group conversations, and full history. AI agents can join any thread, and role-based access controls who sees and does what.
What this changes for your team
- No shared phone, no lost history: every conversation lives in one place.
- Clear ownership: assign, transfer, and claim so nothing is orphaned.
- Faster, warmer handoffs: the next person or agent inherits full context.
- Safe by role: RBAC scopes what each team member can access.
From setup to running
- 01
Connect a number
Link a WhatsApp Business number and assign it to the right department and agents.
- 02
Route conversations
Incoming chats appear in the shared list, sorted unread-first; assign or claim them.
- 03
Reply in real time
Send text, media, voice notes, templates, and interactive messages; delivery and read status reconcile live.
- 04
Bring in help
Mention an AI agent with @ to draft or resolve, add a teammate, or transfer ownership with a note.
What's inside
Every WhatsApp content type
Text, replies, media, templates, interactive lists and buttons, reactions, and system events all render natively.
Assignment and ownership
Assign, claim, transfer with context, and see who owns what at a glance.
Internal + external participants
Loop in internal teammates alongside the customer, with group membership controls.
24-hour window handling
The composer honors WhatsApp's customer-service window, closing at the boundary and reopening on a live inbound reply.
Conversation controls
Mute, archive, close/release, per-member mute, and last-read tracking.
AI in the inbox
Summarize a thread, evaluate a response for QA, or invoke an agent inline.
Full-text search
Find any message across all conversations, backed by OpenSearch.
Password-protected export
Export a chat to encrypted Excel, an AES-256 attachments ZIP, or structured JSON.
Real-time presence
See who's online and who's typing, across the team, in real time.
Where it fits
Common questions
Can several people use one WhatsApp number?
Yes. That is the point of a shared inbox. Multiple agents handle the same number simultaneously, with assignment and ownership so two people don't collide on the same chat, and no one needs the physical phone.
Does everyone see every conversation?
Only what their role allows. Connect uses policy-based, scoped access (organization → department → user), so you control who can view and act on which conversations.
What about WhatsApp's 24-hour reply window?
Connect handles it for you. The composer closes when the 24-hour customer-service window lapses and reopens automatically when the customer messages again, so you always know whether a free-form reply is allowed.
Can I bring an AI agent into a live chat?
Yes. Mention an agent inline with @ to draft a reply, summarize the thread, or resolve the request, and take back over at any time.
Can I search old conversations?
Yes. Full-text search spans every message and conversation, so you can find any thread or message instantly.
Can I export a conversation for a customer or an audit?
Yes. Export to encrypted Excel, an AES-256 attachments ZIP, or structured JSON, with password protection.
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