The best inbox for WhatsApp

Inbox is a multi-agent Whats­App inter­face that allows multi­ple team members to manage Whats­App Busi­ness API conver­sa­ti­ons from a single shared inbox. It’s desi­gned like Whats­App but built for teams, enab­ling Sales, Support, and other depart­ments to colla­bo­rate on custo­mer conver­sa­ti­ons with orga­niza­tion features like tags, assign­ments, notes, and conversation tracking.

Multi­ple agents can work simul­ta­neously. The exact number of users depends on your plan (see details on the Pricing page). All agents access the same unified inbox while seeing who’s hand­ling each conversation.

Yes. You can manu­ally assign one or more agents to any conver­sa­tion. Whats­App Messa­ging also supports auto­ma­tic agent assign­ment rules, so conver­sa­ti­ons can be routed to the right person based on crite­ria you define. The system includes ​„sticky assign­ment,“ meaning once you assign an agent to a contact, that person conti­nues hand­ling future conver­sa­ti­ons with that contact.

Quick replies are pre-saved message templa­tes that let your team respond to common ques­ti­ons instantly without rety­p­ing the same infor­ma­tion. You can create quick replies for frequently asked ques­ti­ons, stan­dard respon­ses, or common work­flows, and agents can insert them into conver­sa­ti­ons with a single click.

Yes. Inbox shows complete conver­sa­tion history with full context, inclu­ding who sent each message (whether it was an agent, auto­ma­tion, or the custo­mer), when messa­ges were sent, status changes, tag addi­ti­ons, notes, and assi­gnee changes. When a contact enters a flow or recei­ves a broad­cast, the inbox also shows which flow or broad­cast sent each message.

You can filter conversations by: 

• Assi­gned agent
• Conver­sa­tion status (open, pending, closed)
• Tags
• Unans­we­red messages
• Read/​unread status
• And contact information 

You can save your frequently used filter combi­na­ti­ons as custom views (public or private) for quick access. Inbox also includes advan­ced search to make it easy for you to find speci­fic messa­ges or conversations.

ActiveCampaign supports all Whats­App message types, inclu­ding text, images, videos, voice notes, stickers, docu­ments, and Whats­App templa­tes. You can send any media type that Whats­App Busi­ness API supports.

ActiveCampaign can auto­ma­ti­cally send Custo­mer Satis­fac­tion (CSAT) surveys after conver­sa­ti­ons are resol­ved. You can confi­gure when surveys are sent and analyze satis­fac­tion scores by agent, team, or overall. This helps you track custo­mer satis­fac­tion levels and iden­tify which agents or proces­ses are performing well.

Yes. When custo­mers frequently request speci­fic actions or services, you can start an outbound flow directly from the inbox conver­sa­tion. This lets you auto­mate multi-step proces­ses while freeing your team to focus on other custo­mers. While a contact is in a flow, ActiveCampaign doesn’t send noti­fi­ca­ti­ons for every reply until they complete it.

Yes. You can leave inter­nal notes within any conver­sa­tion that are visible only to your team members, not to custo­mers. This helps agents share context, docu­ment important infor­ma­tion, or leave instruc­tions for colle­agues who might handle the conversation later.

You can sche­dule messa­ges to be sent at a later time instead of sending them imme­dia­tely. This is useful for follo­wing up with custo­mers at optimal times or prepa­ring respon­ses during off-hours that will be deli­vered when appropriate.