Shared WhatsApp Inbox for Sales and Support Teams
Give every authorised agent the context to respond while keeping conversation ownership, access and customer history controlled by the business.
Individual access
Agents work through their own accounts instead of sharing a phone, password or unmanaged personal device.
Clear ownership
Assign conversations, use statuses and internal notes, and make the next responsible person visible.
Complete context
Keep contact history, previous messages, lead details and hand-off notes together for faster resolution.
Why teams outgrow a single WhatsApp phone
One device becomes a bottleneck when sales, support and operations all need the same business number. Customers wait while the phone is unavailable, two people may send conflicting answers and managers cannot see which conversations still need action.
A shared inbox lets customers keep messaging the same number while authorised team members work from individual accounts. The business retains control of the history and can remove access without losing conversations.
Assignment, routing and human hand-off
New conversations can enter a shared queue, route by branch or intent, or be assigned to the right person. Status, notes and ownership help the team understand the next step without asking the customer to repeat information.
Automation can collect an order number, requirement or preferred language before handing the conversation to a person. The agent sees what happened in the automated flow and continues from that context.
Management visibility without shared passwords
Roles and permissions limit access to the work each team member needs. Managers can review unassigned conversations, workload, response behaviour and unresolved chats while agents focus on their queue.
Karyagrah combines this inbox with contacts, CRM, quick replies, templates, campaigns and automation. It becomes one operating workspace rather than another disconnected messaging tab.
Frequently asked questions
Can multiple agents use the same WhatsApp number?
Yes. Authorised agents use individual Karyagrah accounts while customers continue messaging the connected business number.
How are duplicate replies prevented?
Conversation ownership, status and live team context make it clear who is responsible and whether another agent is already handling the chat.
Are internal notes visible to customers?
No. Internal notes are for authorised teammates and are separate from messages sent to the customer.
Can managers restrict agent access?
Yes. Role and branch-aware permissions can limit the modules and customer work available to each team member.