Give your entire team one place to manage customer conversations.
One business number, every agent working from the same inbox, with clear ownership of who owes the customer a reply.
Mona Al Sayed
Automation active
Hi, is my order arriving today?
09:31Let me check that for you, one moment.
09:31Yes, it's out for delivery and due before 18:00. I've shared tracking above.
09:32One inbox, full context, clear ownership.
Every agent sees the same conversation history, tags and customer profile, no matter who replies next.
Conversations
- MA
Mona Al Sayed
Hi, is my order arriving today?
- YK
Yousef Khan
What are your store hours?
- LH
Layla Hassan
Is this available in size M?
- OA
Omar Al Farsi
Thank you, received the order.
Mona Al Sayed
Automation activeCustomer profile
Mona Al Sayed
+971 5X XXX XXXX
- Lead status
- Active conversation
- Last interaction
- Just now
- Assigned agent
- Fatima - Support
- Order history
- 6 previous orders
Everything a shared inbox has to get right.
Moving off a personal phone only works if ownership, context and oversight come with it.
One number, many agents
Replace the personal phone without losing the conversation.
- Whole team works from a single WhatsApp number
- Simultaneous access without sharing a device
- Agents added or removed without number changes
- Nothing stranded on a departing employee's phone
Ownership & assignment
Always clear who owes the customer a reply.
- One owner per conversation at any time
- Manual or rule-based assignment
- Reassignment when someone is away
- Unassigned queue nobody can quietly ignore
Collaboration
Bring a colleague in without confusing the customer.
- Internal notes the customer never sees
- Mentions to pull in a specific colleague
- Conversations tagged for the whole team
- Handover history showing who touched what
Customer context
Everything about the customer, beside the thread.
- Profile, tags and lead status in one panel
- Order and booking history in view
- Every previous conversation on one timeline
- Fields synced from your CRM or store
Productivity
Cut the time spent typing the same thing again.
- Saved replies for recurring answers
- Search across all past conversations
- Filters by status, owner, tag or channel
- Bulk actions on grouped conversations
Oversight
See how the team is actually performing.
- First response and resolution times
- Open conversations per agent
- Volume by hour to plan shift cover
- Audit trail of replies and reassignments
How teams actually work in the inbox.
Each of these is a real message, and the moment in the team's day that triggers it.
Thanks for waiting, I'm taking over from Sara and I've read your conversation.
10:00Shift handover
Pass open conversations between shifts without dropping context.
Runs at the end of each shift
Let me confirm that with our technical team and come straight back to you.
10:00Bringing in a specialist
Loop in a colleague privately before replying.
Agent mentions a colleague in an internal note
I've asked our manager to look at this personally, they'll reply shortly.
10:00Escalation to a manager
Move a sensitive thread up with the full history attached.
Agent escalates, or a complaint is detected
Good to hear from you again. I can see your last order from March, is it about that?
10:00Returning customer
Recognise someone instantly instead of starting cold.
Fires when a known contact messages again
Sorry for the wait, I'm picking this up now and will get you an answer.
10:00Unassigned queue
Catch conversations nobody has picked up yet.
Flags threads unanswered past your threshold
Our returns window is 14 days from delivery, with the original packaging.
10:00Saved replies
Answer recurring questions consistently across the team.
Agent inserts a saved reply
أهلاً بك، سأقوم بتحويلك إلى أحد أفراد فريقنا الذي يتحدث العربية.
10:00Language routing
Send the conversation to an agent who speaks the language.
Fires when the customer's language is detected
Is there anything else you need before I close this off?
10:00Resolution follow-up
Confirm the issue is genuinely closed before archiving.
Sent before a conversation is marked resolved
Shared inboxes by sector.
E-commerce
Support and sales teams sharing one storefront number.
See E-commerce solutionsRetail
Multiple stores answering from a single brand number.
See Retail solutionsHealthcare
Front desk teams covering appointments across shifts.
See Healthcare solutionsHospitality
Reception, housekeeping and dining on one guest thread.
See Hospitality solutionsReal Estate
Agents sharing enquiries without personal numbers.
See Real Estate solutionsEducation
Admissions and administration on a shared institution number.
See Education solutionsAutomotive
Sales and service desks working from one showroom line.
See Automotive solutionsFinancial Services
Auditable conversations with clear agent ownership.
See Financial Services solutionsWhat a shared number requires.
Running one WhatsApp number across a team has specific prerequisites. Here's what they are.
Requires the Business Platform
Multiple agents on one number needs the WhatsApp Business Platform. The free WhatsApp Business app is limited to a single device-bound account.
History belongs to the business
Conversations live in Botmatrics, not on an individual phone, so they survive staff changes and device loss.
Replies are free for 24 hours
Your team can reply freely for 24 hours after a customer's last message. Re-opening later needs an approved template.
Access is role-based
You control which agents see which conversations, so a shared number doesn't mean shared access to everything.
Messaging through the WhatsApp Business Platform is subject to Meta's policies and pricing, which may change. See the pricing page for how messaging charges are structured.
Common questions about the team inbox.
In most cases yes, though a number already registered to the WhatsApp Business app has to be migrated to the Business Platform. Our team walks through this during onboarding.
You remove their access. Every conversation stays in the shared inbox because history belongs to the business, not to a personal device.
Ownership prevents that. One agent owns a conversation at a time, and colleagues can add internal notes rather than replying over the top.
Yes. Access is role-based, so you can limit an agent or team to specific queues, tags or departments.
Get your team out of personal phones.
See how Botmatrics gives your whole team one inbox, with the history and ownership a business needs.