Shared inbox
A shared inbox is the WhatsApp conversation box accessible simultaneously by multiple agents on the same business number. Every team member sees the chats, can reply, assign or take over conversations, with the same history in front of everyone. It is the operational answer to the limits of the WhatsApp Business app, which is designed for individual use.
Technically, the shared inbox is built on top of the Business API: messages reach the platform via webhook and are distributed to agents connected from their browsers, with no shared phones or multiplied WhatsApp Web sessions. Typical features: conversation assignment, workflow statuses, internal notes invisible to the customer, labels, a unified history per contact and per-agent permission levels.
Organizationally, the shared inbox enables shifts and specializations: sales, support and admin work on the same number while the customer perceives a single point of contact. The key management metrics are first response time, conversations resolved per agent and load distribution. Coexistence with bots and AI is the norm: automation handles the first level, the agent steps in when needed.
SendApp includes a multi-agent inbox with sub-users on limited permissions: the team replies from the same number while the AI agent handles first-level requests, with instant handover.
Frequently asked questions
From theory to practice
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