Shared inbox
One WhatsApp inbox worked by a whole team, with assignment so each conversation has a clear owner and presence indicators so two agents do not answer the same customer.
One term from the WhatsApp Business Platform glossary. Last updated 2026-07-25.
A single WhatsApp number cannot be worked by a team from the consumer app without chaos. A shared inbox adds the coordination layer: routing rules, assignment, internal notes, saved replies and a full conversation timeline.
The features that separate a real shared inbox from a group login are collision prevention, ownership and measurable SLAs — the things that let you answer 'who is handling this and by when' at any moment.
Related terms
- SLA
- A service level agreement — a target response or resolution time for customer conversations, tracked with alerts when a conversation is at risk of breaching it.
- CSAT
- Customer satisfaction score — a short survey sent after a conversation is resolved, asking the customer to rate the interaction.
- Message echo
- A copy of a message sent from the WhatsApp Business App, delivered to the API so a platform running Coexistence can show it alongside API-sent messages.
See Shared inbox in a real workspace
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