WhatsApp shared inbox: One WhatsApp number. Your whole team.
SAMWAD’s WhatsApp shared inbox lets your sales and support teams answer customers from one business number. Rules and AI route every new chat to the right person, teammates leave private notes, and AI suggests replies, on the web or the mobile app.
Use reply
Illustrative example
The basics
What is a WhatsApp shared inbox?
When one phone holds every customer chat, replies slow down and leads slip through. A shared inbox puts those chats where the whole team can work on them.
- WhatsApp shared inbox
- A WhatsApp shared inbox lets several team members handle customer chats from one WhatsApp Business number, each with their own login. Chats are assigned to the right person, teammates can leave private notes, and managers can see what’s open and who’s handling it. It runs on the WhatsApp Business API.
Shared inbox vs one shared phone
| SAMWAD shared inbox | One shared phone | |
|---|---|---|
| Who can reply | Your whole team, each from their own login | Whoever holds the phone or a linked device |
| Who owns a chat | Each chat is assigned to one person, so nothing is missed or answered twice | No assignment; people reply over each other |
| Private notes | Notes and tags only your team can see | Not available |
| Bots and campaigns | Chatbot journeys, YARA and campaign replies land in the same inbox | Basic greeting and away messages |
| Visibility | Status, history and reports for each chat and agent | Hard to tell what’s been handled |
AI routing
Rules first. AI for everything else.
Rules only cover the chats you planned for. SAMWAD’s AI routes the rest too, and tells you why.
A customer writes to your WhatsApp Business number.
It goes straight to the right agent.
Set rules once. If the customer belongs to a group, the chat goes to that group’s agent.
AI decides, and shows its reason.
The AI reads the chat and checks four things:
With the full history, notes and the reason it was routed to them.
Neha · SalesAsking for prices, in Hindi, from Pune; Neha handles Pune sales in Hindi
Imran · SupportContact is in the Support group
Imran · SupportOrder question; Imran handled this customer last week and is online
Shared queue · suggested: SalesNot enough to go on; came from a campaign link, so Sales is suggested
Inside the inbox
Everything your team needs to reply well.
Built for teams that answer dozens or thousands of WhatsApp chats a day.
How it works
From first message to resolved, in one inbox.
Every chat lands in one place
New messages, campaign replies and chats handed over by journeys or YARA all arrive in the same inbox.
It reaches the right person
Rules route chats by group, region or tag. When no rule fits, AI routes the chat, or parks it in the shared queue with a suggested owner.
Your team replies faster
Quick replies, AI suggestions and approved templates, with notes and history beside the chat.
Close it and see how the team did
Mark chats resolved, and see response times and chats handled by each agent.
Illustrative
Use reply
Illustrative
Handover
Bots start the chat. Your team closes it.
A chatbot journey or YARA handles the first questions. When a customer needs a person, the chat moves to your team with everything that was said, so nobody asks the same question twice.
- Customer: “Hi, I want a 2BHK in Baner”From your Instagram ad10:02
- Journey asks budget and move-in dateAnswers saved to the contact10:02
- YARA answers “Is there parking?”From your project details10:04
- Customer taps “Talk to a person”10:05
- Assigned to Neha in SalesWith the whole conversation10:05
- Neha books a site visitReplies in the same chat10:09
For managers
Stay in control as the team grows.
Roles and permissions
Admins see and manage everything. Agents can be limited to the chats assigned to them.
Agent reports
Response times and chats handled by each agent, so you can balance the load and coach the team.
Mobile app
Reply from your phone with the SAMWAD app for iOS and Android, on the same number as the web inbox.
Who uses it
How different teams use the shared inbox.
Reply to leads while they’re still interested.
- Ad and campaign leads routed to the right salesperson
- Notes on budget and timeline beside each chat
- Templates to follow up after 24 hours
Solve order questions without the back-and-forth.
- Order issues routed to Support by tag
- Quick replies for delivery, returns and refunds
- History of past orders and chats
Give every applicant a counsellor.
- Enquiries routed by course or campus
- Flow answers (marks, course) beside the chat
- Counsellor reports by response time
Confirm and reschedule appointments in the chat.
- Reschedule requests handed over by the reminder journey
- Notes for doctors and staff
- Mobile app for staff away from the desk
Pricing
Bring your team into one WhatsApp inbox.
Our team helps you pick the right plan and sets everything up with you. Meta’s WhatsApp charges are passed through at cost, with no markup.
Works even better with
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WhatsApp shared inbox FAQs
Moving your team off a shared phone? We’ll help you set up teams, routing and quick replies.
Book a demoWhat is a WhatsApp shared inbox?
It’s a single inbox where several team members handle customer chats from one WhatsApp Business number, each with their own login. Chats are assigned to the right person, and teammates can add private notes. It runs on the WhatsApp Business API.
Can several people use one WhatsApp Business number?
Yes. With SAMWAD, your whole team replies from the same WhatsApp Business number through the shared inbox, on the web or the mobile app. Customers see one business, not individual phones.
How are chats assigned?
First, your rules: if the customer belongs to a group, such as Sales, Support or a region, the chat goes to that group’s agent. If no rule fits, AI routes it based on what the customer is asking, their language and region, their history and who is available. You can always reassign a chat by hand.
What is AI chat routing?
When a new WhatsApp chat doesn’t match any of your routing rules, SAMWAD’s AI reads the message and picks the best person for it, and shows why. If it isn’t confident, it parks the chat in the shared queue with a suggested owner, so a person makes the final call.
Can customers see internal notes?
No. Notes and tags are only visible to your team.
Can agents see each other’s chats?
You decide. Admins can see everything, and agents can be limited to the chats assigned to them.
What happens after 24 hours?
WhatsApp lets you reply freely for 24 hours after a customer’s last message. After that, you need to send an approved template, which you can do straight from the inbox.
Does AI write the replies?
AI suggests a reply based on the conversation. Your agent reviews it, edits it if needed and sends it.
Is there a mobile app?
Yes. The SAMWAD app for iOS and Android lets your team reply on the go, using the same number and inbox as the web.
Can I measure my team’s performance?
Yes. Agent reports show response times and chats handled by each person.
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