New inquiryWaiting for a next stepA customer messages and nobody picks it up — or two people answer the same customer.
Could someone help me continue my inquiry?One shared inbox for the whole team, one owner for every customer
Assign conversations, manage member permissions and monitor reply quality — customer data always stays with the company.
See the workflow ↓Team management & permissionsThe right person. The full context.
Ethan→
LinhContext includedAnZalo · 09:41
Assigned to Linh
Linh09:42I’ve reviewed your earlier messages. I’ll take care of the remaining question.
Everything the next agent needs
- Previous owner
- Ethan
- Current owner
- Linh
- Access scope
- Assigned conversations
Next actionReview the open request before replying
Common shared-inbox challenges
New inquiryWaiting for a next stepCould someone help me continue my inquiry?Management cannot see how staff actually replied to customers.
A staff member leaves, and the customers they were following are dropped halfway.
Team management workflow
From scattered work to a process with clear ownership
Shared inbox — Every conversation from every channel in one place
Auto-assignment — By shift, by customer tag or by expertise
Permissions and shifts — Decide who can see what and who is online when
Review history and hand over — Reassign a customer in one action
Give every conversation an owner
Define routing rules and member access, then check the unassigned queue so incoming requests do not become everyone’s responsibility and nobody’s task.
Keep context during handover
Review history, update customer notes and reassign the conversation. Revoke a departing member’s workspace access as part of your handover process.
Auto-assign conversations and hand over customers in one action
Role-based permissions: who sees which customers, who can export data
Review full conversation history to keep reply quality under control
Frequently asked questions
Can several staff members share one channel?
Yes. Connect the channel once and the whole team works from one shared inbox, with an owner assigned to each conversation.
Can I limit what customer data staff can see?
Yes. Role-based permissions let you decide which member can see which conversations and what actions they can take.
Does handing a customer over lose the chat history?
No. When a conversation is reassigned, the full history and customer record stay with it.
Is it free to start?
You can start with the free plan. Check the pricing page for current user, channel and AI allowances. WhatsApp API usage may incur separate Meta charges.
SALESMARTLY
Team management & permissions
One shared inbox for your team: assign chats, set permissions and hand over customers with full history.
