Team InboxCore

One WhatsApp inbox your whole team works from

Stop passing a phone around. Every conversation in one place, assigned to a person, with private notes, tags and a clock on how long someone has been waiting.

Every chat has an owner, a status and a clock. Nothing sits unanswered because nobody noticed it.

Start free See how it worksFrom ₹299/month
Unlimited
chats in one place
Per-agent
assignment and workload
SLA timer
on every open conversation

What you need to start

  • A Facebook account with a Business Manager (Meta creates one during signup if you have none)
  • A phone number not currently active on the WhatsApp or WhatsApp Business app
  • A display name for your business profile that meets Meta’s naming policy

The problem

“One phone, one person, and every customer waiting behind whoever is holding it.”

  • The number lives on one handset, so only one person can answer at a time.
  • Nobody knows which chats have been dealt with and which have been forgotten.
  • When that person is on leave — or leaves — the history goes with them.

Inside the panel

This is the screen you will work in

Not a stock illustration — the real layout, the real filters, the real labels from the module itself. You will find it at Dashboard → Chats.

app · Dashboard / Team Inbox

Team Inbox

PPriya Sharmaassigned to Anjali · SLA 12m leftAssignResolve
Hi! Do you deliver to Andheri?
Yes — same day if you order before 4pm.
What would 20 boxes cost?
Private noteAnjali · repeat customer, gave 5% last time
Reply…Templates
An illustration of the real panel, drawn from the same design system — not a live demo.

Step by step

How it actually works

From the first day to steady state, in 6 steps. Every one of these is something the panel genuinely does — nothing here is on a roadmap.

  1. 01

    Connect your WhatsApp Business number

    about 10 minutes

    Sign in with Facebook and pick the number. Meta’s own Embedded Signup does the verification, so there is no form to email anyone and no developer involved.

    • Use a new number, or an existing one that is not currently on the WhatsApp or WhatsApp Business app
    • The number, the business account and the billing all stay registered to you
    • Your business profile — name, logo, hours, address — is edited from the panel afterwards
  2. 02

    Add your team and decide what each of them can reach

    a few minutes per person

    Invite colleagues by email and give each one a role. Roles are built from a permission catalogue, so an agent can be given the inbox without being given billing, contacts export or the CRM of another department.

    • Owner, manager and agent roles out of the box, or build your own
    • Navigation hides what a role cannot use — nobody hunts for a page that will refuse them
    • Every agent sets themselves available or away, and assignment respects it
  3. 03

    Choose how conversations get to a person

    one setting

    Decide whether new chats sit in an unassigned queue for anyone to pick up, or are handed out automatically. Auto-assignment goes round-robin across whoever is marked available.

    • Manual queue, round-robin, or assigned by the automation that captured the lead
    • Returning customers can go back to the agent who dealt with them last
    • Anything a chatbot cannot handle is handed to a human with the transcript attached
  4. 04

    Set your response targets and business hours

    about 5 minutes

    Tell the inbox what "answered on time" means for you. Chats approaching the target move up, and a breach is visible on the board before the customer decides to complain.

    • First-response and resolution targets, set per priority
    • The clock pauses outside business hours, so a Sunday morning message is not a breach on Monday
    • Out-of-hours auto-reply tells the customer when someone will actually be back
  5. 05

    Work the inbox

    every day, from here on

    Filter by what is yours, what is unassigned and what is overdue. Reply with a saved template or free text, leave a private note for a colleague, tag the chat, and resolve it.

    • Private notes and @mentions your customer never sees
    • Tags that carry through to segments, campaigns and automations later
    • Transfer with the full history intact, or take a chat back when someone goes offline
    • The CRM record, past orders and custom fields sit in a panel beside the conversation
  6. 06

    Look at what the numbers are telling you

    weekly

    First-response time, resolution time, volume by hour and workload by agent. Most teams find the response time drops on its own, simply because it stopped being invisible.

    • Per-agent workload, so the busiest person is a fact rather than a complaint
    • Volume by hour and day, which is how you work out when to staff
    • Tag breakdown — what people are actually contacting you about

Most teams find their first-response time drops simply because it becomes visible.

Setting it up

What you actually click

Six steps, in order, with the screen each one lives on. No developer and no integration project — this is all done in the panel.

Time to set up
about 25 minutes end to end
Before you start
A Facebook login and a number not currently on the WhatsApp app
Start free
  1. 1

    Connect the number

    WhatsApp Numbers → Connect

    Sign in with Facebook, pick or add the number, and let Meta verify it. Your business profile — name, logo, hours — is filled in on the same screen.

  2. 2

    Invite your team

    Agents → Add agent

    Enter each colleague’s email and pick a role. They set their own password from the invite; you never handle it.

  3. 3

    Set what each role can reach

    Agents → Roles

    Tick the modules a role may open. Anything unticked disappears from their navigation rather than refusing them at the door.

  4. 4

    Choose how chats get assigned

    Inbox Settings → Assignment

    Unassigned queue, round-robin across available agents, or returning contacts back to whoever had them last.

  5. 5

    Set business hours and an SLA

    Inbox Settings → Hours & SLA

    Your opening times, your holidays, and a first-response target. The clock pauses outside hours so overnight messages are not counted as breaches.

  6. 6

    Create your tags and saved views

    Inbox Settings → Tags / Views

    Start with three or four tags you will genuinely use, and a view for “my overdue”. More can be added once you see what people actually filter on.

The short version

What it does about it

01

Assign, transfer, take over

Every chat has an owner. Hand it to a colleague with the history intact, or take one back when someone goes offline.

02

Private notes on the chat

Your team can talk about a customer inside the conversation. The customer never sees a word of it.

03

Tags that mean something

Tag a chat “Hot lead” and it shows up in the right filter, the right segment and the right campaign later.

04

A clock on every wait

Set a first-response target. Chats approaching it move to the top, and breaches are visible before a customer complains.

05

Nothing is lost when someone leaves

Conversations belong to the workspace, not to a phone or an employee.

In detail

Everything it does

The whole list, grouped. If something you need is not here, ask — we would rather tell you it does not exist than let you find out in week two.

Handling a conversation

  • Assign to an agent, transfer, or take over from a colleague
  • Take over from the chatbot mid-flow — the bot stands down for that chat
  • Open, pending, resolved and snoozed states, with filters for each
  • Bulk assign, tag or resolve from the list without opening every chat
  • Reply with saved quick replies and approved templates, or free text inside the 24-hour window

Working as a team

  • Private internal notes attached to the conversation
  • Agent-to-agent chat, so the question about a customer stays next to the customer
  • Availability status that assignment actually respects
  • Typing and presence, so two people do not answer the same message

Finding things again

  • Tags, with colour and description, shared across the workspace
  • Saved views — “my overdue”, “unassigned today”, “tagged wholesale”
  • Segments built from conditions, which rebuild themselves as contacts change
  • Search across messages, contacts and notes

Governance

  • SLA policies with first-response and resolution targets
  • Business hours and holidays, with the clock paused outside them
  • Phone and email masking for agents who should not see full contact details
  • Per-role permissions covering every module, not just the inbox

In practice

Three businesses, three ways

A retail store with three counter staff

Orders, delivery questions and complaints all arrive on one number.

→Each is assigned as it lands, and the owner can see at a glance what is still open.

A clinic front desk

Appointment requests come in all day and out of hours.

→Business hours reply out of hours; the morning queue is sorted by who has waited longest.

An agency with clients per account manager

Every client expects their own person to answer.

→Returning contacts route back to their account manager automatically.

Before you commit

The specifics

Limits and facts

Numbers per workspace
Depends on plan — several numbers can share one inbox
Agents
Per plan, with roles and per-module permissions
Message history
Kept in your workspace and exportable
Channel
Official WhatsApp Business Cloud API

What you need first

  • A Facebook account with a Business Manager (Meta creates one during signup if you have none)
  • A phone number not currently active on the WhatsApp or WhatsApp Business app
  • A display name for your business profile that meets Meta’s naming policy

What is metered

  • AgentsUnlimited
  • WhatsApp numbersUnlimited

Pricing

Two ways to get it

Take this module on its own, or as part of a plan that includes it. Either way the price is the software only — WhatsApp conversations are billed to you by Meta at their rates.

On its own

Team Inbox

₹299/month

What is metered

  • AgentsUnlimited
  • WhatsApp numbersUnlimited
Add this module

Or as part of a plan

Plans that include it

Starter10 modules included₹499per monthGrowth19 modules included₹1,499per monthBusiness21 modules included₹3,999per month

A bundle is usually cheaper than three modules bought separately — and add-ons only ever add, so nothing you already have is affected.

Questions

Do agents need their own WhatsApp number?

No. One business number, as many agents as your plan allows — everyone works the same inbox from their own login.

Can two people reply to the same chat?

They can, but assignment exists so they do not. An assigned chat shows who owns it, presence shows who is typing, and taking it over is a deliberate action.

What happens to chats when an agent leaves?

Nothing is lost. Conversations belong to the workspace; you deactivate the login and reassign their open chats in bulk.

Can I keep using WhatsApp on my phone?

Not for the same number. Meta requires a number to be on either the app or the API, not both. Most businesses move the business number across and keep a personal number on the app.

Does the SLA clock run at night?

Only if you tell it to. Set business hours and the clock pauses outside them, so an overnight message is not counted as a breach at 9am.

Works well with

The modules people add next

CRM & Leads

Pipelines, stages, tasks and history — with leads created from WhatsApp conversations instead of typed in again afterwards.

From ₹399/mo

Chatbot Builder

A no-code flow builder that handles the routine, qualifies the lead, and hands over to a human the moment someone asks for one.

From ₹399/mo

Automations

One rule can tag a chat, open a CRM deal, assign an agent and alert your team. It runs whether or not anyone is watching.

From ₹299/mo

Try it before you pay anything

Connect a number, import your contacts, and see whether it fits how you work.

Start free See the other modules