An omnichannel team inbox for WhatsApp, Instagram, Messenger and Telegram

What is a shared team inbox for WhatsApp, and when do you need one?

A shared team inbox, sometimes called a multi-agent inbox, is one place where several people answer the same business chats, each able to see which customers are theirs and which are still waiting. You need one when a single phone, or a few personal ones, can no longer show who is handling which customer.

The signs are familiar. Nobody is sure who answered the customer from this morning, while another customer has been waiting since lunch. Instagram DMs sit on a different phone from WhatsApp. A promised follow-up depends on someone remembering it, and when a staff member is on leave, their chats wait with their phone.

A shared inbox fixes the visibility first. Every conversation sits in one place, every chat is either someone's or plainly unclaimed, and every chat shows whether it still needs work.

How does a WhatsApp team inbox work in QezoraChat?

Every conversation lands in one inbox that the whole team works from. Three views split the work, three statuses keep waiting customers visible, and labels and quick replies speed up the everyday answers.

Chats don't only start with a customer's first message. Replies to your WhatsApp broadcasts, conversations started by comment-to-DM on Instagram and Facebook posts and reels, and buyers' replies to QezoraShop order updates and COD confirmations all land in the same inbox, so one team handles them together.

Labels and quick replies are built in, and every new chat also creates a lead in QezoraCrm with its source, so a sales conversation never lives only in the inbox.

• Views: All shows every conversation, Mine shows the chats that are yours, and Unassigned shows the ones nobody has picked up yet.
• Status: each conversation is Open, Pending or Resolved, so a customer who is still waiting never drops out of sight.
• Labels: tag conversations, for example by product or by the kind of enquiry, so the team can see what each chat is about.
• Quick replies: save answers to the questions you get every day, like timings and directions, and reuse them instead of retyping.

Can I manage WhatsApp, Instagram DMs, Messenger and Telegram in one unified inbox?

Yes. QezoraChat brings WhatsApp, Instagram, Messenger and Telegram into one omnichannel inbox, and each plan includes a set number of channels.

Choose by how many contacts and channels you need. Prices are billed monthly and exclude 18% GST, and Meta's per-message charges for WhatsApp template messages are billed separately.

• QezoraChat Starter, ₹2,000/month: 500 contacts, 1 channel and 1 CRM license.
• QezoraChat Growth, ₹5,000/month: 1,500 contacts, 2 channels and 2 CRM licenses, with QezoraShop and QezoraLoya free.
• QezoraChat Scale, ₹10,000/month: unlimited contacts, 4 channels and 4 CRM licenses, with QezoraShop and QezoraLoya free.

Can WhatsApp chats be assigned automatically?

Yes. Auto-assign spreads new and waiting chats across the team, so nothing sits unanswered. The Unassigned view shows chats nobody has taken yet, and Mine shows each person's own chats.

A simple routine for a small team: one person keeps an eye on Unassigned during busy hours, so new chats get a first answer, and All is there when a manager wants the full picture.

When the AI sales agent is on, it answers first, on WhatsApp, Instagram, Messenger and Telegram alike. With handoff on, it passes a chat to a person whenever the customer asks for one or the question falls outside its instructions. The whole history stays in the same inbox, so whoever answers next can read what was already said.

How do I track chats that are still waiting, and how the team is doing?

Status shows what is waiting right now, and team reports show the pattern. Team reports cover conversations, resolution rate, average resolution time, and the load on each channel and each agent.

One way to use the statuses: Open for a chat that needs your team, Pending for one that is waiting on something, like the customer's reply or a price check, and Resolved once the question is answered.

The reports answer the questions a manager usually asks: how many conversations came in, how many were resolved and how quickly, which channel is busiest, and whether one person is carrying more chats than the rest.