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Retail & e-commerce

Answer product questions, capture purchase intent and follow up on the channels your shoppers use.

Product guidance from maintained knowledge

Purchase requests and follow-up in one thread

Consent-based offers to eligible segments

See how it fits

From the blog WhatsApp Business for Companies: Complete Guide Read the article

Team inbox

Coordinate customer replies in one team inbox

Use assignment, teams, private notes, mentions, saved replies, labels and status controls across connected channels, with an unassigned queue for conversations that still need an owner.

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Choose how ownership is assigned

Assign manually, use a flow, or enable channel auto-assignment with round-robin or least-busy selection. If nobody is eligible or everyone reached the configured cap, the thread remains unassigned.

Collaborate privately

Internal notes stay in the workspace rather than being sent to the contact. Mention an active teammate in a note to create an inbox notification that links back to the conversation.

Reuse reviewed answers

Insert active saved replies by name or shortcut, then check the draft before sending. Supported variables can resolve contact, channel, assignee, team, company and contact custom-field values.

How it works

1
Invite teammates, set their roles and organise the people or AI agents that belong to each team.
2
Configure channel defaults, flows or auto-assignment, including policy and open-conversation caps where needed.
3
Work from Mine, Unassigned, Mentions or All; reply to the contact or switch the composer to a private note.
4
Label, snooze or close the thread, then use configured reports and CSAT data to review service patterns.

Best fit

Customer-facing teams that need visible ownership, shared history and private coordination across supported channels.

Set up deliberately

Create roles and teams, verify access, and decide who is eligible for each channel or routing path.
Choose round-robin, least-busy or manual ownership and define what the unassigned queue owner must monitor.
Review saved replies and variables, channel service windows, reopen mode, notifications and closure categories before rollout.

Confirm before launch

The inbox does not guarantee every thread has an assignee; routing configuration, availability and capacity determine ownership.
A private note is internal, but a normal reply is sent through the connected provider and remains subject to its window and delivery rules.
Response-time, resolution and CSAT reporting describe recorded workspace activity; they do not by themselves prove service quality or business outcomes.

Team inbox

Common questions

How are conversations assigned?

Assign a person, team or AI agent manually or through a flow. A channel can also auto-assign eligible members by round-robin or least-busy policy; when no one qualifies, the conversation stays in Unassigned.

Can teammates talk privately inside a thread?

Yes. Switch the composer to a private note; it is stored internally rather than sent through the channel. @mentioning an active teammate creates a workspace notification for that conversation.

What happens when a customer writes back after we close?

Each channel can be configured to reopen its previous conversation or create a new one. Messaging channels default to reopen, while email defaults to a new conversation because it uses mail-thread headers.