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WAPI · Shared Team Inbox

A shared WhatsApp inbox for your whole team.

Flaxxa WAPI lets your whole team answer customers from one WhatsApp number. Chats are assigned round-robin or to the least busy agent; agents add internal notes and see the customer's history, and each chat stays with the agent it's assigned to, so two people don't reply to the same customer.

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wapi.flaxxa.com / shared-inbox
AM

Aanya Mehta

online · +91 98xxx xxx12

VIP2 orders

Hi! When will my order #18429 ship?

14:02

Hi Aanya — let me check.

14:02

It shipped this morning. Tracking: TRK-1842.

14:03

Oh great, thank you!

14:04

TInsert template…Send
Round-robin or least-busy assignment
Auto
Every agent on one number
Team
Typing + read receipts
Live
Internal notes beside every chat
Notes

01 / 04

Why do businesses need a WhatsApp shared inbox?

WhatsApp Business has a hard limit: one number = one phone, one device. The official WhatsApp Business app handles a solopreneur. Once a real support team needs to share a number, the rails fall off — agents log out for each other, replies get duplicated, and there's no way to see who said what to whom.

The fix the industry settled on was a "shared inbox" — every BSP ships one. Most ship the bare minimum: a list of conversations, a textarea, send button. What that misses: routing (so the right agent sees the right ticket), context (so agents stop asking the customer to repeat their order number), and visibility (so two agents don't both reply to the same VIP inside a minute).

The result is the agent productivity goes down, not up, because instead of fighting the WhatsApp app limitation, you're now fighting a bare-bones inbox tool.

02 / 04

How does a WhatsApp shared inbox work?

WAPI's inbox is the same kernel inbox that ships with Flaxxa Desk — multi-channel by design, then specialised for WhatsApp.

A new chat on a number goes to that number's assignment rule. The rule picks from the agents who have access to the number: round-robin, or the agent with the fewest open chats. Agents switched off for auto-assignment are skipped, and when nobody is eligible the chat waits in Unassigned for someone to pick up.

Once assigned, the agent sees the conversation beside the customer's details, labels and past chats, without tab-hopping. Internal notes let agents talk to each other without the customer seeing. The chat stays with its owner until it is transferred or released, so two agents don't reply to the same customer.

03 / 04

What can you do with a WhatsApp shared inbox?

What ships in the inbox out of the box.

Assignment rules

Round-robin or least-busy per number, with agents opted in or out of auto-assignment and an Unassigned queue as the fallback.

Customer details

The customer's details, labels, custom fields and past chats beside the conversation. No tab-hopping.

Internal notes

Notes only your team sees, kept on the conversation and separate from customer-facing replies.

Assignment lock

A chat stays with the agent it's assigned to until it's transferred or released, so replies aren't duplicated.

Whole team, one number

Every agent works the same number at the same time, and assignment changes show up without a refresh.

Quick replies + canned responses

Org-wide shortcuts with variable substitution. Agents type `/refund-policy` instead of pasting from a Notion doc.

Assignment history

Every assign, pick-up, transfer and release is recorded on the conversation.

Attachments

Images, documents, audio and video sent and received in the chat.

04 / 04

What are the benefits of a WhatsApp shared inbox?

What changes for the team running CX on this inbox.

  • Agents stop asking customers to repeat themselves, because the past chats and notes are right there.
  • New chats reach an agent straight away, because assignment is automatic.
  • Two agents don't answer the same customer, because each chat has one owner.
  • New agents get up to speed faster with a shared library of quick replies.
  • The assignment history on each conversation shows who handled it and when.
FAQ

Shared Team Inbox: common questions

Frequently asked questions

Yes. With the WhatsApp Business API and Flaxxa WAPI, your agents work from one number in a shared inbox at the same time.

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