A shared team inbox that feels like one conversation
Give your whole team one WhatsApp number to work from — with assignment, routing, private notes, and real-time delivery and read receipts, so nothing slips through the cracks.
- Many agents, one number
- Auto-assignment & routing rules
- Private notes and @mentions
- Live delivery & read receipts
Three things a shared inbox has to get right
Get chats to the right person, let the team work them together, and reply fast — without anyone stepping on each other.
Every chat lands with the right person
Incoming conversations are distributed the way your team actually works — automatically or by hand — and each one carries a clear status and owner so nothing sits unanswered.
- Auto-assign by round-robin, team, or skill
- Statuses: open, pending, resolved
- Set priority to push urgent chats up the queue
- Per-agent visibility — agents see only their chats
Work a conversation as a team, invisibly to the customer
Discuss, tag in a teammate, and hand off — all inside the thread. The customer only ever sees the reply, never the coordination behind it.
- Private internal notes on any conversation
- @mention a teammate to pull them in
- Hand off with the full history attached
- Contact profile & past chats beside the thread
@arjun you handled this customer last week — want to take it back?
Quality answers in seconds, not minutes
Saved replies and an AI drafting from your own knowledge base cut the typing — while an agent stays firmly in control of what actually gets sent.
- Canned responses with a “/” slash command
- Inline AI suggestions from your knowledge base
- Accept, edit, or ignore every draft
- Approved templates when the 24-hour window closes
Yes! Refunds are available within 30 days — I’ll start that for order #4821 now.
The details that keep a busy team fast
Always live, never stale
New messages, assignments, and status changes stream in over websockets — no refresh, no polling, no “who has this one?”
Coexistence-friendly
Keep replying from the WhatsApp Business App on your phone while the team works the shared inbox. History and new messages sync both ways.
Tags & segments
Label conversations and contacts, then filter the queue or target a broadcast — the inbox and your CRM stay one dataset.
Contact profile beside every chat
Name, attributes, past conversations, and order history sit next to the thread, so agents open a chat already knowing the story.
Roles & permissions
Managers, agents, and viewers get exactly the access they should — and per-agent visibility limits each agent to their own chats.
Search across everything
Find a customer, a phrase, or an old thread in an instant — the whole team’s history is one searchable place.
A better take on the shared inbox
One inbox for every channel
WhatsApp, Instagram DMs, and Facebook Messenger land in the same queue — most tools bolt these on separately, if at all.
Coexistence-friendly
Keep replying from the WhatsApp Business App on your phone while the team works the shared inbox — messages stay in sync both ways.
Real-time, not refresh-to-see
New messages, assignments, and status changes stream in over websockets — the board is always live.
Questions, answered
Can several agents work one WhatsApp number at the same time?
Yes — that is the core of the shared inbox. Many agents handle a single number together, with assignment, roles, tagging, and private notes, so two people never reply to the same customer by accident.
How does assignment and routing work?
Route incoming chats automatically by team, skill, or round-robin, or assign them by hand. Set a status (open, pending, resolved) and a priority on any conversation, and per-agent visibility means each person only sees what is theirs.
What are internal notes and @mentions?
Notes are private messages your team leaves on a conversation that the customer never sees. @mention a teammate to pull them in, and hand off a chat with its full history attached — no forwarded screenshots, no repeating the context.
How do canned responses and AI suggestions speed things up?
Type “/” to drop in a saved reply, and accept an inline AI draft written from your own knowledge base. Both keep answers fast and consistent while an agent stays in control of what actually gets sent.
Will I lose messages if I also use the WhatsApp Business App?
No. With coexistence your team works the shared inbox here while you keep chatting from the Business App on your phone — chat history and new messages stay in sync both ways.
Are the delivery and read receipts real-time?
Yes. Sent, delivered, and read ticks — plus new messages, assignments, and status changes — stream in live over websockets, so the board always reflects reality without a manual refresh.
Bring your team onto Kontaktly
Free to start — no credit card, no setup fee. Bring your team onto WhatsApp today.
- No credit card
- Free plan to start
- Setup in minutes