Feature
One shared WhatsApp inbox for your whole team
Everyone you invite answers customers from one inbox on your business's own number, in the browser on a computer, tablet or phone. Assign a conversation to a person, leave internal notes only your team sees, add labels and filters, and see at a glance who is waiting and how long you have left to reply.
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Everyone answers from the same place
A shared inbox means a customer never waits because the one person with the phone is busy. Read and unread are tracked per person, so two people do not quietly answer the same customer, and every reply comes from your business, never from a staff member's own number.
- Assign a conversation to anyone on your team; Filters → Assigned to → Mine shows each person their own.
- An internal note turns the reply strip amber and is never seen by the customer, even after the 24-hour window.
- Labels such as Urgent, Payment or New enquiry are made once under Settings and filtered one at a time.
- Mark resolved takes a conversation out of the Open list without deleting anything; Reopen brings it back.
- Search finds people by name or number, and Find in this conversation (Ctrl+F) finds words.
The 24-hour window, shown on every conversation
WhatsApp lets you reply however you like for 24 hours after a customer's last message, and only with an approved template after that. The inbox shows the time left on each conversation, swaps the reply box for a template picker when the window closes, and starts the clock again the moment the customer writes back.
- “3h left” or “Closed” on a conversation is the reply window; Awaiting reply means you wrote first.
- After 24 hours the reply box becomes a card: press Choose template, fill in the blanks and send it into the same conversation.
- A reply typed after the window has closed is never left looking sent: the box does not let you type it.
Roles that match how your team works
Owner and Admin can do everything, an Agent answers customers, and a Viewer only reads. When none of those fits, build a custom role and tick exactly what it may do, such as a night desk that replies and writes notes but cannot resolve, or a manager who also pays for the plan.
- Only an Owner pays for the plan, hands over ownership or deletes the workspace.
- An Agent replies, writes notes, labels, assigns and resolves, but cannot start a conversation or change the quick replies.
- Removing someone on Team stops their access on their very next action.
- Custom roles come with the plans that include them; the pricing page lists which.
Everything customers send, shown as they sent it
Customers send text, photos, videos, documents, voice notes, stickers, locations, contact cards and reactions, and each appears in the conversation as it was sent. Your team replies with text, photos, videos and documents while the window is open, and the ticks show when a message was delivered and read.
- Voice notes and videos play right in the conversation, and a location opens in Maps.
- Photos up to 5 MB, videos and audio up to 16 MB, and documents up to 100 MB.
- Keyboard shortcuts move through the list, open, close, search and start a new message.
Questions about the team inbox
These answers from the GoPromoteNow help centre explain the team inbox step by step, with the buttons named as they appear on screen, so you can follow along with the inbox open. Each one is short, and each links back here and to the answers next to it.
- What is the 24-hour reply window?The 24-hour rule and templates
- What happens if I try to reply after 24 hours?The 24-hour rule and templates
- How do I assign a conversation?Notes, labels, filters and shortcuts
- What is an internal note?Notes, labels, filters and shortcuts
- How do labels work?Notes, labels, filters and shortcuts
- What can each role do?Team, roles and permissions
- Can I make a role of my own?Team, roles and permissions
- How do I find a conversation?Notes, labels, filters and shortcuts
- What can customers send me?Sending and receiving
- How do I send a photo or a document?Sending and receiving
- What do the ticks on my messages mean?Sending and receiving
- Are there keyboard shortcuts?Notes, labels, filters and shortcuts
See the team inbox working on sample data
Try the team inbox on sample data now, or start a free trial that needs no payment details. Setup takes a day or two, most of which is Meta verifying your number, and our team connects it with you on a short call so nothing is left half set up.