Setting up the WhatsApp team inbox
Auto-assign threads, tag conversations, and keep your reply SLA under a minute.
The team inbox lets multiple agents handle replies from one WhatsApp Business number without stepping on each other. It supports auto-assignment, private notes, tags, canned responses, and full CRM sync.
A good starting setup
- 01Create three inboxes — Support, Sales, and Logistics — even if you start with one team.
- 02Set round-robin assignment with a 10-minute re-assign timeout for no-reply.
- 03Add the 10 most-used canned replies in English, Hindi and your primary regional language.
- 04Enable the away-auto-reply outside business hours so customers know when to expect a human.
- 05Wire the CRM sync so every thread creates or updates a contact in your tool of choice.
After a week, open the inbox analytics and look at your first-reply time. Under 60 seconds during working hours is a healthy benchmark for most Indian businesses.
Browse other help categories
Getting started
Create your account, add credits, and send your first message in under fifteen minutes.
SMS campaigns
Templates, DLT routing, sender IDs, delivery reports, scheduling, and retries.
AI WhatsApp Agents
Train your agent, sync your catalogue, set handoff rules, and go multilingual.
OTP & Transactional
Priority routing, retry logic, idempotency keys, carrier failover, and WhatsApp OTP fallback.
Did this article help?
If something isn't clear or the steps don't match what you're seeing, tell us and we'll fix the doc the same day.