Stop juggling eight browser tabs. Wachat pulls WhatsApp Cloud API, Instagram DMs, Gmail/Outlook threads and your web widget into a single inbox with assignments, SLAs, internal notes and audit history. Twelve agents can work the same queue without stepping on each other.
Most growing teams run customer conversations across at least four tools — the WhatsApp Business app on a shared phone, a personal Instagram handle, a Gmail label called "support@", and a Tawk.to widget nobody checks after 6pm. Replies get duplicated, urgent messages sit unread for hours, and the founder still gets pulled in to "just look at this one DM". When a customer complains, nobody can produce the full thread because half of it lived on a phone that an ex-employee took home.
The knock-on cost is real. First-response time creeps from minutes to hours, NPS softens, refund requests escalate to Instagram comments, and acquisition spend gets wasted on customers you already had. Worse, the team has no visibility — managers cannot tell who answered what, which campaign is generating the most tickets, or whether the new agent is actually picking up shifts.
A shared inbox is not a luxury once you cross roughly 200 conversations a week. It is the operational backbone that lets a five-person team behave like a fifty-person one, with audit trails, ownership and measurable SLAs.
Wachat's shared inbox is built on the official WhatsApp Business Cloud API and Meta's Messenger/Instagram Graph APIs, with native connectors for Gmail and Microsoft 365 over OAuth. Every inbound message — a WhatsApp interactive button reply, an Instagram story mention, a Gmail thread, a web widget chat — lands in the same queue with the contact already deduped against your CRM. Agents see the customer's last order, last campaign, lifetime value and previous tickets in a right-hand context panel, so they never have to ask "what's your email again?"
Routing is rule-driven and channel-aware. You can pin all Hindi-language WhatsApp conversations to your Delhi team between 10:00 and 19:00 IST, route Instagram DMs containing the word "refund" straight to a senior agent, and let the web widget auto-assign by URL path — pricing-page visitors go to sales, docs-page visitors go to support. The same engine handles re-assignment when an agent goes offline, when a ticket breaches its 30-minute SLA, or when a customer replies after a snooze.
Collaboration happens inside the conversation, not in a separate Slack thread. Agents can leave private notes, @mention a teammate, attach a 50 MB voice memo or PDF, and tag the thread with one or many labels. Every action — assignment change, status flip, label edit, note added — is timestamped in an immutable audit log that admins can export to CSV for compliance reviews. Supervisors get a live "floor view" of who is typing, who is idle, and which conversations are at risk of SLA breach.
Because the inbox shares the same contact graph as Wachat's CRM, Broadcasts and Flow Builder modules, a single reply can trigger a tag update, a deal stage move, or a follow-up sequence. A customer who replies "STOP" to a marketing template is automatically opted out of all future broadcasts; one who replies "RESCHEDULE" can be handed to a booking flow without an agent ever touching it. The inbox is the surface, but the entire SabNode stack is doing the work underneath.
WhatsApp Cloud API, Instagram DM and comments, Facebook Messenger, Gmail, Outlook, IMAP and the SabNode web widget converge into one list with channel icons and unread counts. Filter by channel, status, assignee, label or SLA risk in two clicks.
Round-robin with load balancing, skill-based routing (language, product line, tier), or sticky assignment so a returning customer always reaches the same agent. Fallback chains handle holidays, breaks and overflow without losing a single message.
Define first-response and full-resolution SLAs per channel, label or VIP segment — for example 60 seconds on the web widget, 15 minutes on WhatsApp during business hours. Breach warnings ping the assignee at 70% elapsed and the supervisor at 100%.
Drop a private note that only teammates see, @mention a colleague to pull them in, or paste a screenshot. Notes live in the same timeline as customer messages, so context is never lost when a ticket gets handed off mid-shift.
Every conversation shows the contact's phone, email, last 5 orders, current cart value, NPS score, opt-in status and active flow runs — pulled live from SabNode CRM, Shopify and Razorpay. Edit attributes inline and they sync everywhere.
Snooze a thread until tomorrow 09:00, schedule an outbound message for 14:30 IST, or set a "remind me if no reply in 48 hours" trigger. The inbox re-surfaces the conversation at exactly the right moment with the original context intact.
Every assignment, edit, label change, note and message is recorded with agent ID, timestamp and IP. Admins can export a per-conversation PDF for DPDP/GDPR data subject requests or a date-range CSV for internal audits and dispute resolution.
A Shopify-powered skincare brand routes "where is my order" WhatsApp messages through an auto-reply that fetches the Shiprocket tracking link, then escalates to a human only when the customer asks a follow-up. The inbox shows the order number, courier and SLA breach risk at a glance, cutting average handle time from 7 minutes to 90 seconds.
A vertical SaaS company watches its web widget for trial users on the pricing page and auto-assigns them to an account executive. Failed Stripe charges trigger a WhatsApp template; replies land in the same shared inbox where finance and CS collaborate on payment links and grace periods without a single forwarded email.
A multi-location dental chain accepts bookings via WhatsApp, web chat and Instagram. Receptionists at each clinic see only their location's queue, while a central supervisor monitors all five. Patient records, last visit and outstanding balance show up in the side panel, fully compliant with the clinic's data retention policy.
An online MBA institute routes Hindi enquiries to the Delhi team, Tamil to Chennai, and English to a 24x7 offshore pod. Lead score, source campaign and last webinar attended are visible on the conversation, helping counsellors prioritise the 12 hottest leads out of 400 daily inbounds.
A last-mile delivery startup auto-tags conversations containing "damaged" or "missing" and pushes them to a senior queue with a 30-minute SLA. The shared inbox links every complaint to the AWB, delivery photo and driver, so disputes get resolved in one thread instead of three emails and a phone call.
Shared Inbox is included on every SabNode workspace. No separate billing, no extra setup — flip it on from your workspace settings.
Plug in WhatsApp Cloud API via Meta Embedded Signup (about 8 minutes), authorise Gmail/Outlook over OAuth, link your Instagram Business account, and paste the web widget snippet into your site.
Add teammates by email, assign them roles — agent, senior agent, supervisor, admin — and group them into teams like "Sales", "Tier 1 Support" or "Hindi Pod" for routing rules.
Build assignment rules with a visual editor: channel + keyword + customer segment to team. Set first-response SLAs per team and channel; configure escalation chains for breaches.
Upload your help centre, product catalogue and past tickets. The AI suggests replies, summarises long threads, and auto-tags incoming messages — agents click to accept or edit before sending.
Watch the live floor view, the SLA breach report and the per-agent CSAT dashboard. Iterate routing weekly: most teams see first-response time drop 50%+ within the first month.
No credit card. No sales call required. Spin up a workspace, plug in a number, and your team is live in under an hour.