The WhatsApp Business app is built for one person on one phone. A shared inbox lets your team answer WhatsApp together, with assignment, notes and the customer’s history. Here’s how it works, and how it’s coming to Colvy.
A WhatsApp shared inbox connects your business’s WhatsApp number to software your whole team can use. Every WhatsApp conversation arrives in one queue, each one can be assigned to a person, and anyone can see what was said before, so customers never have to repeat themselves.
It runs on the WhatsApp Business Platform (Meta’s API for businesses), not the WhatsApp Business app on a phone. That’s what makes it possible for several people to answer the same number at once, with history, notes and reporting.
The app is tied to one phone (with a few linked devices). A shared inbox lets every teammate log in and answer with their own account.
Assign a chat to a person, leave internal notes and hand over without asking the customer to start again.
See every past conversation, how fast the team replies and what’s still waiting, instead of scrolling one phone.
The same customer can text, DM on Instagram, email and message on WhatsApp. A shared inbox keeps it all on one record.
When a customer messages you, you can reply freely for 24 hours. After that, you can only start a conversation with a pre-approved message template.
Order updates, booking reminders and other messages you start are sent as templates that Meta approves in advance.
Only message customers who agreed to hear from you on WhatsApp, and make it easy for them to stop.
We’re building WhatsApp into the same shared inbox as your other channels. It isn’t available yet. Until it lands, these channels are live today:
WhatsApp beside SMS, social, email and chat, so the team works one queue and sees one history per customer.
Orders, bookings and past conversations next to each message, so anyone can answer properly.
Saved replies, AI-drafted answers from your own information, and clear ownership so nothing is missed.