Shared inbox
Run your whole team on one WhatsApp number. Live conversations, human takeover and release, AI Intel with sentiment and suggested replies, contact history and sending media.
Conversations is where your team works. One number, everybody on it, no passing a phone around.
The conversation list
Every customer who has messaged you, newest first, with the last message preview, unread count and whether the AI or a human sent the last reply.
The list refreshes automatically — new messages appear without reloading.
Taking over from the AI
Open a conversation and click Take over.
From that moment the AI stops replying to that conversation. Not paused globally — just that thread. Other conversations carry on as normal.
You now type the replies yourself. When you are done, Release to AI hands it back and the agent resumes.
This is the single most used feature in the product. The usual pattern is: AI handles the first exchange and qualifies the customer, a human steps in for the part that needs judgement, then releases.
Taking over does not delete anything. The AI's earlier replies stay in the thread, and when you release, the agent has the full history including what you said.
AI Intel
Open any conversation and the right-hand panel analyses it:
| Field | What it gives you |
|---|---|
| Sentiment | Positive, neutral or negative, with a score |
| Summary | What this conversation is actually about, in two lines |
| Intent | What the customer is trying to do |
| Topics | The subjects raised |
| Suggested reply | A drafted response you can send, edit or ignore |
This exists so somebody taking over a long thread does not have to read forty messages first. Use reply drops the suggestion into the composer so you can edit before sending.
Intel is computed when you open the thread and reused until a new customer message arrives.
Sending messages
Type and send as you would expect. You can also:
- Attach media — images, documents
- Send a template — required if the customer has not messaged in over 24 hours (see below)
The 24-hour window
Meta's rule, not ours. You may send free-form messages only within 24 hours of the customer's last message. Outside that window, only an approved template can be delivered.
The inbox knows which state a conversation is in and will tell you when a template is required. See Templates.
Contacts
Every person who messages you becomes a contact, with message count, last-seen time, and their full history. Names come from their WhatsApp profile where available.
Conversation reset
Sometimes you want the agent to start fresh with someone — a test thread, or a conversation that went sideways. Start fresh marks a point in time before which history is ignored.
Nothing is deleted. The full record stays visible to you; the AI simply treats the conversation as new from that marker.
Need it to work differently?
The platform is the starting point, not the ceiling. Tell us what your process needs and we will build it — at a price we will negotiate.