Shared team inbox
One WhatsApp number today, upcoming Instagram Direct Messages soon.
A WhatsApp shared inbox lets several people answer your business WhatsApp messages from their own logins (with Instagram Direct Messages coming soon as an upcoming plugin). Every conversation sits in one queue with an assignee, status and full history, so two agents never reply to the same customer.
How it works
- 1
Messages arrive in one queue
Every inbound WhatsApp message (and upcoming Instagram Direct Message) lands in the shared inbox in real time — text, images, media, links, and customer replies in one unified view.
- 2
Assign it to a person
Assign a conversation to an agent, set it open, pending or closed, and search across everything. An automation can assign for you, picking whoever has the fewest open threads.
- 3
Reply with the full picture
The contact sidebar shows their profile, tags, deals, past orders and what the AI has remembered about them — all beside the thread, so nobody has to ask the customer to repeat themselves.
The specifics
- Omnichannel roadmap: WhatsApp live now, upcoming Instagram Direct Messages included at zero add-on charges.
- Read, delivered and failed receipts on every message, taken from webhooks rather than guessed.
- Reply to a specific message, and react with emoji — both directions.
- Saved quick replies, inserted into the composer in one click.
- The 24-hour service window is checked before you send, so you are told a template is needed instead of getting a rejection from Meta.
- Pause the AI on a single conversation while you take over, and resume when you are done.
- The inbox is a web app. Your team keeps WhatsApp on their phones through coexistence, but there is no separate WACRM mobile app yet.
Questions people ask
- Can several agents use one WhatsApp number?
- Yes. That is what the shared inbox is for — each agent signs in with their own account and answers WhatsApp messages from the same business number.
- Is Instagram Inbox available now or is it extra?
- WhatsApp Team Inbox is available right now. Instagram Inbox is an upcoming feature in development and will be 100% included in all plans at zero extra cost.
- Do I lose WhatsApp on my phone?
- No. Coexistence keeps the WhatsApp Business App working on your phone while the CRM runs alongside it, and existing chats sync into the shared inbox.
- What is the 24-hour rule?
- WhatsApp only allows free-form replies within 24 hours of the customer’s last message. Outside that window you must send an approved template. WACRM checks this before sending and tells you which applies.