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Team Inbox & Collaboration

Manage all customer conversations from one shared inbox with unlimited team members.

Team Inbox & Collaboration

Collaborate to Deliver Exceptional Support

Say goodbye to passing a single phone around the office. Our multi-agent Team Inbox allows your entire team to manage customer conversations from a single WhatsApp number. Assign chats to specific agents, leave private internal notes for context, and see who is working on what in real-time.

This ensures fast, consistent, and efficient customer service. Resolve issues quicker, ensure no conversation falls through the cracks, and track team performance to continually improve your support quality.

Team Features:

  • Shared Inbox: All conversations visible to authorized team members.
  • Chat Assignment: Assign specific conversations to individual agents.
  • Internal Notes: Add private notes visible only to team members, not customers.
  • Real-Time Sync: Pusher-powered real-time updates across all connected agents.
  • Resolved Chats: Mark conversations as resolved to track completion rates.
  • Chat List Refresh: Live chat list updates via WebSocket events.

Performance Tracking:

Monitor agent performance with conversation traffic reports, open conversations dashboard, and conversation-by-agent breakdowns. Track response times, message volume, and resolution rates.

Key Benefits:

  • Unified View: One inbox for all customer chats on a single number.
  • Team Collaboration: Assign chats, add private notes, and manage agent access.
  • Improved Response Time: Ensure every customer gets a fast and accurate response.
  • Scalable Support: Add unlimited team members as your business grows.

Ready to Use This Feature?

Our experts are here to show you how Team Inbox & Collaboration can transform your business communication.

Request a Consultation

Frequently Asked Questions

How many team members can use the inbox?
Unlimited. Add as many agents as your team needs. All agents can access the shared inbox and manage customer conversations from a single WhatsApp number.
Can agents see each other's conversations?
Yes, all authorized team members can see all conversations in the shared inbox. You can assign specific chats to individual agents for focused handling.
What are internal notes?
Internal notes are private messages visible only to team members, not customers. Use them to share context, ask for help, or leave follow-up instructions without the customer seeing.
Is the inbox real-time?
Yes. Powered by Pusher WebSockets, all agents see real-time updates when new messages arrive, chats are assigned, or notes are added.
How do I track agent performance?
Use our analytics reports: Open Conversations dashboard, Conversation Traffic charts, and Conversation by Agent breakdown. Track response times, message volume, and resolution rates.