Multiple Agents on One WhatsApp Number: Team Inbox Setup

When one phone cannot keep up

Growth brings more conversations, more roles, and more people who need to see what is happening. A phone in one pocket cannot do that.

• Sales, support, and bookings all compete for one device
• Shared logins and screenshot handovers lose context
• Nobody knows who answered what, or what is still unanswered

The team inbox setup

Connect the number once, add your agents, and everyone works from the same inbox. WhatsApp and Telegram conversations sit side by side.

• Connect once via Meta Cloud API or QR session
• Add agents; each gets the shared inbox on any device
• Roles control who sees what
• The full conversation history lives in the workspace, not on a phone

Rules that keep it clean

A shared inbox works when the rules are explicit.

• Assignments: an agent takes a conversation; the team sees the owner
• Collision avoidance: one active agent per conversation, no double replies
• Tags: pipeline stages and topics stay visible at a glance
• AI drafts: the first reply is written in seconds, human-reviewed before send

Handovers

When the assigned agent is away, reassign with a note. The customer never sees the change; the context lives in the conversation.

Copy-paste templates

Adjust the placeholders and send. These work as WhatsApp templates (utility category) or plain messages inside the service window.