Conversations
Shared team inbox
One WhatsApp inbox your whole team can answer from — with context.
A shared inbox lets multiple agents reply from a single official WhatsApp number, so customers get one consistent thread instead of scattered personal chats.
Conversations carry contact details, tags and internal notes, so anyone picking up a chat sees the history and can respond without asking the customer to repeat themselves.
How it works
- 1A customer messages your official WhatsApp number.
- 2The conversation appears in the shared inbox and can be assigned to an agent or team.
- 3Agents reply, add notes, tags and status without leaving the thread.
- 4Resolved conversations stay searchable for future context.
Use cases
Common ways teams use it
Support queues
Route incoming questions to the right agent and keep response times visible.
Shared coverage
Cover leave and shifts without handing around a personal phone.
Internal notes
Leave private notes and @mentions so handovers keep their context.
Good to know
Honest limitations
What to keep in mind so expectations match how the WhatsApp Business Platform actually works.
- Requires an official WhatsApp Business Platform number connected to VPmessage.
- Businesses cannot start a free-form message outside the 24-hour customer service window without an approved template.
FAQ
Questions about this feature
Can several agents use one number?
Yes. A shared inbox is designed for multiple agents to answer from one official WhatsApp number, with assignment and internal notes.
Do customers see internal notes?
No. Internal notes and @mentions are visible only to your team, never sent to the customer.
Bring every WhatsApp conversation into one workspace
Set up a shared inbox, run opted-in campaigns and automate the routine — with clear, honest pricing for your region.
Questions first? Talk to the team.