A multi-agent inbox lets your entire team handle WhatsApp conversations from a single dashboard. Here is how to set it up effectively.
Why You Need a Shared Inbox
Using WhatsApp on a phone limits you to one person managing all conversations. A shared inbox gives you:
- Multiple agents handling conversations simultaneously
- Automatic routing and assignment
- Customer context and conversation history
- Performance metrics per agent
- No message goes unanswered
Setup Guide
Step 1: Create Agent Accounts
Add team members with appropriate roles:
- Admin: Full access, settings management, billing
- Supervisor: View all conversations, reassign, access reports
- Agent: Handle assigned conversations, use canned responses
Step 2: Configure Routing Rules
- Round-robin: Distribute evenly among available agents
- Skills-based: Route based on language, product knowledge, or department
- Load-based: Assign to agent with fewest active conversations
Step 3: Set Up Canned Responses
Create quick-reply templates for common scenarios. Agents can insert them with keyboard shortcuts.
Step 4: Configure Quick Replies
Build a library of pre-approved responses organized by category (greetings, pricing, support, closings).
Step 5: Set SLAs
Define response time targets and escalation paths.
Measuring Team Performance
- Average first response time
- Average resolution time
- Customer satisfaction score
- Conversations handled per agent
- Active vs resolved ratio`,
