Team Inbox Setup for WhatsApp
A shared team inbox lets multiple agents handle WhatsApp conversations from a single business number without stepping on each other's toes. Instead of one person managing all messages from their phone, your entire support, sales, and success team can collaborate in real time with clear ownership, routing rules, and performance tracking.
Step-by-Step Instructions
- 1
Invite team members and assign roles
In your SuperWaba dashboard, go to Team Settings and invite team members by email. Assign each person a role: Admin (full access to settings and billing), Manager (can view all conversations and reports), or Agent (can only see assigned conversations). Create separate teams for different functions like Sales, Support, and Onboarding so conversations can be routed to the right group.
- 2
Configure conversation assignment rules
Set up automatic assignment rules to distribute incoming conversations evenly. Choose from round-robin (each new chat goes to the next available agent), load-balanced (assigned to the agent with the fewest open conversations), or skill-based routing (route technical questions to technical agents, billing questions to finance). You can also create keyword-based rules to auto-route specific topics.
- 3
Set up quick replies and canned responses
Create a shared library of quick replies for common questions and scenarios. Include greeting messages, FAQ answers, escalation templates, and closing messages. Organize them into categories so agents can find the right response quickly. Quick replies ensure consistent messaging across your team and dramatically reduce average response time.
- 4
Configure SLA timers and notifications
Define service level agreements for response times (e.g., first reply within 5 minutes, resolution within 2 hours). Set up visual indicators and alerts that warn agents when conversations are approaching SLA deadlines. Configure escalation rules so unresponded chats automatically get reassigned or flagged for manager attention after a set time period.
- 5
Enable internal notes and collaboration tools
Turn on internal notes so agents can leave context for colleagues without the customer seeing. Set up @mention notifications so agents can tag teammates for help on tricky conversations. Enable conversation transfer with mandatory notes so the receiving agent has full context. These collaboration features prevent customers from having to repeat themselves when conversations change hands.
Pro Tips
- Set clear 'away' hours for each agent and configure auto-assignment to skip offline team members. This prevents conversations from sitting unread in an absent agent's queue.
- Use conversation tags (like 'billing', 'bug-report', 'feature-request') consistently across your team to enable accurate reporting and trend analysis.
- Review the Team Performance dashboard weekly. Look at metrics like average first response time, resolution time, and customer satisfaction per agent to identify coaching opportunities.
- Create a private 'internal' WhatsApp group where agents can quickly ask each other for help. This is faster than formal escalation for simple questions.
Ready to get started?
Start your free 14-day trial and put this guide into action.