The problem with a phone in someone's pocket
When customer messages arrive on one person's handset, everything depends on that person. Nobody else can see what was promised, nothing is searchable, replies stop when they go home, and the day they leave the company the history leaves with them. A shared inbox fixes all four at once.
Four channels, one list, no tab-switching
WhatsApp, Instagram DMs, Facebook Messenger and your website chat widget all land in the same inbox, each marked with the channel it came from. Your team learns one screen instead of four, and a customer who asks on Instagram and follows up on WhatsApp is still one conversation to answer.
- Channel badge on every conversation so you know where you are replying
- Filter by channel, unread, assigned to me, taken over or resolved
- Search across contact names, phone numbers and message text
- Unread counts that only move when a customer actually writes to you
Assign it, take it over, resolve it
Conversations are work items, not just chat. Assign one to a teammate so it is obvious who owns it. Take over from the AI mid-conversation and it steps aside immediately. Mark a chat resolved when it is done, and reopen it if the customer comes back.
- Assign to any teammate — they see it under “Assigned to me”
- Take over pauses the AI on that conversation only
- Release hands it back to automation when you are done
- Resolve and reopen, so your open list means something
- Internal notes on a conversation that customers never see
- Block a nuisance contact, with a record of who blocked them and why
Every message the system ever sent is in the thread
This is the part most tools get wrong. Campaign blasts, automated order updates, AI replies and API messages all get written into the customer's own conversation — labelled with what sent them. So when someone replies “yes, that one”, your agent can see the campaign they are replying to, and your AI reads the same history before it answers.
- Campaign, Automation, AI, API and Store messages all appear inline
- Each is badged with its source so nobody mistakes a blast for a colleague
- Your AI agent reads the same thread, so it never repeats itself
- Delivery ticks — sent, delivered, read — on everything you send
Campaign · “New weekend slots just opened — book yours 🎉”
Customer · “Is Saturday morning free?”
AI · “11am is open. Shall I hold it for you?”
Send more than plain text
Reply with images, video, audio notes, PDFs and other documents. Share a location pin or a contact card. Send an approved template when you are outside WhatsApp's 24-hour reply window. Files are uploaded straight from the inbox, and the allowed types match what WhatsApp itself accepts.
- Images, video, audio, and documents up to WhatsApp's limits
- Location pins and contact cards
- Approved templates, for when the free-reply window has closed
- Quick-reply buttons and list menus from your automations
Everything in the inbox
The small things that decide whether a team can actually live in a tool all day.
Live, no refresh
New messages appear instantly for everyone with the inbox open — no polling, no stale list.
Assignment
Give a conversation an owner, or leave it open for whoever gets there first.
Human takeover
Step in and the AI stops on that chat until you release it.
Internal notes
Leave context for the next agent without the customer ever seeing it.
Archive & resolve
Keep the active list to conversations that still need something.
Block & unblock
Stop abusive contacts, with the block history kept for reference.
Chat history clearing
Wipe a thread when a customer asks you to, with permissions controlling who can.
Role-based access
Agents can reply without being able to export your entire contact list.
Mobile app
The same inbox on Android, so replies do not stop when you leave your desk.