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The WhatsApp Team Inbox built for real operations.
Route, assign, transfer, supervise, respond and measure customer conversations across agents, teams and locations—without losing ownership or context.
- Role-aware team visibility
- Multiple routing and assignment models
- Human handoff with conversation context
- Response, resolution and SLA reporting
Operations view
Ownership before response
Customer asked for an address change after dispatch.
The enterprise problem
A shared inbox is not enough when nobody owns the work.
As message volume, teams and locations grow, the operating risk moves beyond reply speed. Businesses need clear routing, ownership, escalation and measurement inside the conversation itself.
Missed handoffs
A transfer happens, but the receiving team does not know why it owns the case.
Duplicate responses
Two agents see the same customer and act without a durable assignment model.
Invisible backlog
Managers see total messages but cannot identify unanswered or SLA-risk work.
Automation dead ends
A bot collects information but the human starts discovery again.
Routing before chaos
Choose the ownership model that fits each team.
Sales, support, operations and service teams do not always distribute work in the same way. WAB2C supports multiple routing patterns so the workflow can follow the organization—not force the organization into one queue.
Default route
New conversations enter a defined team or operational path.
Assign to a team
A specialist team receives the work and distributes it internally.
Round robin between teams
Demand is rotated across eligible teams according to the configured model.
Team lead assigns
A lead reviews the queue and deliberately allocates work.
Read to self-assign
An eligible agent reviews a conversation and claims ownership.
First reply assigns
The first meaningful human response establishes ownership.
Round robin inside a team
Work is distributed between eligible team members.
The exact routing model, fallback and eligibility rules are defined during solution design and tested with the responsible team before launch.
Conversation accountability
Ownership should survive every assignment, transfer and escalation.
The inbox is not only where agents type. It is where the organization can preserve who owns the next action, who responded, where the work moved and how the customer reached resolution.
Conversation ownership
- Agent and team assignment
- Assignment history
- Message-author visibility
- Transfer-aware ownership
- Clear/reset assignment
- Role-aware chat visibility
- Bulk assignment operations
- Closure accountability
Team governance
- Admin, manager and agent roles
- Multi-team membership
- Default team configuration
- Team-lead operational visibility
- Workspace policies
- Export controls
- Session controls
- Permission-aware actions
Agent workspace
Give agents the context and tools to resolve—not merely reply.
Search, saved views, quick responses, rich WhatsApp content and structured customer context reduce avoidable switching while keeping the conversation usable for the next person.
Find the right conversation
Search by customer, phone or message context and use saved filters to return to the work that matters.
Organize operational context
Use labels, groups, status and customer history to make the next action clear.
Respond with the right format
Use quick replies, attachments, voice, media, documents and supported WhatsApp-native rich content.
Transfer without losing ownership
Move work between agents or teams while preserving assignment and conversation history.
Track active handling
Measure handling work with start, pause, resume and reassignment-aware operating logic where configured.
Keep the work queue visible
Notify eligible people about incoming messages, assignments, transfers, handoffs and form completion.
SLA command center
Measure the operation while there is still time to act.
Enterprise reporting should show demand, response, resolution, ownership and backlog—not wait until the customer complains. Views can be filtered by date, team or staff where supported.
Explore Analytics & ReportingNew / answered / unanswered
Open backlog and SLA risk
First response time
Resolution time
Team and staff summaries
Operational exports
Human + automation
Let automation prepare the work—and let humans remain accountable.
Automation can qualify the request, collect structured information, apply status, route the work and prepare context. A human can take over where judgment, negotiation or empathy matters.
Automation qualifies
Collects the request, applies business rules and identifies the appropriate path.
Routing establishes ownership
Moves the complete context to the right team according to the configured model.
A human resolves
Continues with history intact and records the operational outcome.
Frequently asked questions
What enterprise teams need to know before rollout.
The right Team Inbox design depends on the organization, provider route, roles, workflows and contractual support requirements.
How is an enterprise Team Inbox different from sharing one WhatsApp phone?+
A shared phone exposes the conversation but does not create durable routing, ownership, role visibility, assignment history or operating metrics. WAB2C is designed to connect the message with the person, team, workflow and outcome responsible for it.
Can different teams use different routing models?+
WAB2C supports multiple assignment patterns such as team routing, lead assignment, self-assignment, first-response ownership and round robin where configured. The appropriate model is selected during solution design according to the team's work.
Can managers measure SLA and backlog?+
Enterprise reporting can cover new, answered, unanswered and open conversations, first-response and resolution timing, configurable SLA views, historical backlog, and team or staff summaries. Exact reporting scope depends on the configured product release and agreement.
Can automation and human agents work in the same conversation?+
Yes. Automation can qualify and route repeatable work, while a human handoff, pause or explicit escalation moves judgment-heavy work to an eligible team with the conversation context preserved.
Does Enterprise include onboarding assistance and dedicated support?+
WAB2C can provide discovery, solution design, configuration, UAT, launch assistance and a dedicated support path. Coverage, contacts, hours, severity definitions, response targets and provider dependencies are documented in the applicable written enterprise agreement.
Does WAB2C replace Meta or a WhatsApp provider?+
No. WAB2C is an independent software and implementation layer. WhatsApp Business Platform access, provider services, approvals, policy, pricing and delivery remain subject to the applicable Meta and provider arrangements.
Design your Team Inbox
Map routing, ownership, SLA and handoff before inviting the first agent.
WAB2C can help document your team structure, define the operating rules, configure the workflow, support UAT and agree the applicable onboarding and support scope.
SLA, onboarding scope and support commitments are defined in the applicable written enterprise agreement. Meta and provider approvals, policy and delivery remain external dependencies.