Conversations in one workspace
Review channel conversations and the contact history available to your team from one operational inbox.
Shared customer service on WhatsApp
WhatsApp shared team inbox: give every conversation an owner
Bring WhatsApp conversations into a team inbox, distribute each chat and keep the contact context available. ChatCol separates an agent's own chats from those still unassigned and lets people take over from the bot when a case needs human attention.
- Centralised conversations
- My chats and unassigned
- Statuses and filters
- Human handoff from the bot
A shared inbox with clear ownership
Organise daily customer service without relying on a shared phone or wasting time reconstructing who is handling each conversation.
Conversation ownership
Assign an agent, review your own chats and find conversations that do not have an owner yet.
Statuses that organise the queue
Keep conversations open while they need attention, mark them resolved or separate spam, and reopen them when necessary.
Human control of automation
Pause the bot to reply as an agent and resume it when the conversation can return to its automated journey.
From message to resolution
How a team works from a WhatsApp inbox
Each step keeps the conversation's situation visible so the team can prioritise, intervene and close the case with a consistent process.
Receive the conversation
A message from a compatible channel appears with the contact and its available history in the inbox.
Triage the queue
Use search and filters for channel, agent, conversation status or bot status to find the right chat.
Assign and take over
Set an owner and pause automation when a person should continue the conversation manually.
Resolve or reopen
Mark the case resolved when it is complete and reopen it if the contact needs further attention.
Operational context without leaving the conversation
The inbox combines the tools needed to find a contact, understand the chat status and decide who should continue.
- Switch between all conversations, your own chats and those still unassigned.
- Search by name, phone number, notes, tags and available metadata.
- Filter by channel, agent, bot status and conversation status.
- Review the contact profile and assigned agent alongside the chat.
Shared team inbox use cases
A shared queue brings order to support and sales teams when several people handle WhatsApp conversations.
Customer support
Distribute enquiries, retain the status of each case and let another agent continue with the available context.
Inbound lead distribution
Identify unassigned conversations and give each opportunity an owner before continuing the follow-up.
Bot-to-human escalation
Pause automation when an enquiry needs human judgement and return control to the flow afterwards when appropriate.
WhatsApp shared team inbox questions
Practical answers for organising one channel across several team members.
What is a WhatsApp shared team inbox?
It is a shared workspace where a team reviews WhatsApp conversations, assigns owners, replies to contacts and organises the status of each chat from one tool.
Can several agents handle the same WhatsApp number?
Yes. With a compatible WhatsApp Business Platform channel, the team can work from a shared inbox and assign conversations without sharing a personal account.
How can the team avoid conversations without an owner?
ChatCol includes an unassigned conversation view and lets the team select an agent. Filters can be combined with that view to review the pending queue.
Does the bot keep replying when an agent intervenes?
An agent can pause the bot before taking manual control and resume it afterwards. Assignment and pausing are separate actions so the team can choose the right behaviour.
Does resolving a conversation delete its history?
No. The resolved status organises the service queue; the conversation can be reopened if the contact needs further attention.
What do I need to use the inbox with WhatsApp?
You need to connect a compatible WhatsApp Business Platform channel and meet Meta's applicable requirements. Workspace and channel permissions determine what each teammate can view or operate.