Team inbox and CRM
One WhatsApp inbox for your whole team, with a CRM built in
Stop sharing one phone. Every agent works from the same inbox, every conversation is assigned, and every contact carries the tags and details your team needs.
- Many agents on one number
- Assignment and departments
- Tags, fields and segments
- Kanban boards for deals
Features
What you get with WhatsApp Team Inbox and CRM
Shared live chat
All conversations from every connected number in one inbox, with delivery and read status on each message.
Assignment and departments
Assign chats to agents or departments manually or from a chatbot step, so nothing is answered twice or missed.
Canned replies
Save answers to common questions and insert them in a click to reply faster and more consistently.
Tags and custom fields
Label contacts and store the details that matter to you, from city and plan to order value.
Kanban boards
Move leads and deals through stages on boards, and see where every opportunity stands.
Roles and permissions
Built-in and custom roles decide who can see the inbox, campaigns, billing and settings.
An inbox made for teams
WhatsApp on a single phone does not scale past one person. The team inbox gives every agent their own login on the same number.
- Every agent signs in with their own account
- Chats assigned to people and departments
- Canned replies for consistent answers
- Chatbot hand-offs arrive with the full history
A CRM that fills itself
Contacts are created as people message you, and chatbot questions save answers to fields automatically.
- Tags and custom fields on every contact
- Segments from any combination of conditions
- Lead source tracking
- Imports and exports
- CRM triggers for automations
From conversation to campaign
Because the inbox and CRM share the same data, the segment you build today becomes the audience of tomorrow’s campaign.
- Send templates to any segment
- Retarget based on campaign results
- Replies return to the inbox for your team
How it works
Up and running in a few steps
Step 1: Invite your team
Add agents and managers with the right role and department.
Step 2: Organise contacts
Import contacts, create tags and custom fields, and build segments.
Step 3: Route conversations
Assign chats manually or let your chatbot hand them to the right team.
Step 4: Track the pipeline
Move leads across kanban boards and follow up with targeted campaigns.
Use cases
How businesses use it
Sales teams
Qualify leads in chat, track deals on boards and follow up at the right time.
Customer support
Handle support volume across agents with assignment and canned replies.
Multi-branch businesses
Route conversations to the right branch or department automatically.
Agencies managing clients
Give each client their own workspace, roles and inbox.
FAQ
WhatsApp Team Inbox and CRM: frequently asked questions
Can several agents use the same WhatsApp number?
Yes. With the WhatsApp Business API connected to Broadchat, any number of team members can reply from the shared inbox, each with their own login, depending on your plan.
How are conversations assigned?
Agents or managers can assign a chat to a person or department, and chatbots can assign conversations automatically with an assign-to-agent step.
Can I control what each team member sees?
Yes. Use the built-in roles (admin, manager, agent, viewer) or create custom roles that choose exactly which areas each person can access.
Can I import my existing contacts?
Yes. Import contacts from a file, then organise them with tags, custom fields and segments.
Can I reply to anyone at any time?
Free-form replies are possible within 24 hours of the customer’s last message. After that, WhatsApp requires an approved template to restart the conversation.
Give your team one WhatsApp inbox
Book a demo to see the inbox and CRM, or become a partner and offer it to your clients.