Team Inbox & Customer Support
One shared WhatsApp inbox for your entire support team
Bring every WhatsApp conversation into one organised workspace. Assign chats, collaborate with notes, automate the routine and keep response times under control.
The challenge
Support on WhatsApp gets messy fast
As conversations grow, teams lose track of who is handling what, customers repeat themselves and nobody can see where the delays are.
No clear ownership
Two agents reply to the same customer, or nobody does.
Lost context
Customers explain their issue again because previous chats are not visible.
No performance view
Managers cannot see response times, workloads or unresolved chats.
The WHAMAA approach
Organised support, from first message to resolution
Every conversation arrives in a shared inbox, is routed to the right person and stays visible until it is resolved.
- Shared inbox with views for mine, unassigned and all
- Automatic routing by topic, language, team or workload
- Internal notes, mentions and conversation status
- Quick replies and automated responses for common questions
- Feedback requests when a conversation closes
Key capabilities
What you can do with Team Inbox & Customer Support
Shared team inbox
All agents work from one business number, each with their own login.
Assignment and routing
Route conversations by rules, round robin or skills, and reassign in one click.
Conversation history
See every past message, note and outcome for each customer.
Notes and status
Collaborate privately with internal notes and track open, pending and resolved chats.
Escalation flows
Escalate priority or unanswered conversations to a lead or another team.
Feedback collection
Ask customers to rate their experience with a one-tap survey.
Business benefits
What changes for your business
Faster, more consistent replies
Routing and quick replies help customers get answers sooner.
No duplicated or missed chats
Clear ownership means every conversation has one responsible agent.
Better-informed agents
Full history and notes let agents help without asking again.
Visibility for managers
Track workload, response times and satisfaction across the team.
Example workflow
Example: routing a support request
How a message moves from customer to resolution.
- 01
Message arrives
A customer writes to your business number.
- 02
Automated triage
A short menu or chatbot identifies the topic and collects details.
- 03
Routed to a team
The chat is assigned to Billing, Support or Sales based on the answer.
- 04
Resolved
The agent resolves the issue and marks the conversation closed.
- 05
Feedback
The customer receives a quick rating request.
Inside the platform
Monitor service quality in real time
See open conversations, response times and agent workload at a glance, and spot issues before customers feel them.
- Response and resolution times
- Agent workload and performance
- Customer satisfaction trends
Integrations
Works with the tools you already use
Connect WHAMAA to your store, CRM and business systems so conversations carry the right context.
How it works
From setup to results
- 01
Add your team
Invite agents, create teams and set roles and permissions.
- 02
Set routing rules
Decide how conversations are assigned and when they escalate.
- 03
Prepare quick replies
Save answers to common questions and set business-hours messages.
- 04
Go live and monitor
Start handling conversations and track performance from day one.
FAQ
Team Inbox & Customer Support: frequently asked questions
How many agents can use one WhatsApp number?
With the WhatsApp Business API through WHAMAA, many agents can work from the same business number, each with their own login. Plan pricing is per user.
Can conversations be assigned automatically?
Yes. You can assign by rules such as topic, language or team, distribute evenly across available agents, or let agents pick from an unassigned queue.
Can a chatbot hand over to an agent?
Yes. Conversations can move from a chatbot to a person at any point, with the full chat history and captured details attached.
Can we reply after the 24-hour window has closed?
After 24 hours without a message from the customer, WhatsApp requires an approved template to restart the conversation. Your team can send a template from the inbox, and normal replies continue once the customer responds.
Give your support team a better way to work on WhatsApp
See the team inbox with your own scenarios.
Prefer to chat? Message us on WhatsApp