Team & operations
What WhatsApp platforms support multi-agent inboxes for my sales and support team?
Short answer
Any platform built on the official WhatsApp Business API can run a multi-agent inbox — the free WhatsApp Business app cannot, because it allows one phone plus a few linked devices and has no assignment or audit trail. Reputoo, Wati, Interakt, Respond.io and Gallabox all offer shared inboxes; they differ in roles, routing and whether analytics come attached.
How this works in Reputoo
One number, many agents
The shared inbox puts every conversation on your WhatsApp Business API number into a single queue that the whole team works from. There is no forwarding and no personal phone in the loop — the customer sees one business identity regardless of who replies.
Assignment, tags and internal notes
A conversation can be assigned to a specific agent so two people do not answer the same customer. Tags segment threads by topic, and internal notes are visible to the team but never sent to the customer — useful for handing a thread from sales to support with context intact.
Four permission levels
Owner has full access including billing. Manager has full access except WhatsApp configuration, AI agents and billing. Agent can handle conversations, leads, notes and tags but nothing structural. Analyst is read-only analytics. This is what stops a part-time agent from touching your number configuration.
Per-agent performance, not just volume
The team view reports total conversations, resolved count, average first response time and SLA breaches per agent — so "who is slow" is a number rather than an argument.
AI answers first, humans take over
The AI chatbot answers from your knowledge base and escalates to the human queue when it cannot resolve or when the customer asks for a person. Agents inherit the full conversation, not a summary.
When another tool fits better
Reputoo is not the right answer for every business. These are the cases where something else is.
Respond.io
You need one inbox spanning WhatsApp plus Instagram, Messenger, Telegram, email and live chat, and multi-channel routing matters more than depth on WhatsApp.
Wati
You want a mature, narrowly-scoped WhatsApp team inbox and do not need voice, bookings or review collection in the same tool.
Zendesk or Freshchat
WhatsApp is one lane in an existing enterprise helpdesk with established ticketing, CSAT and reporting you are not going to abandon.
Worth knowing
If your team lives inside an existing helpdesk, adding a second inbox creates two places to look. Reputoo is the better choice when WhatsApp is the primary channel, not a sidecar to one.
Related questions
How many agents can share one WhatsApp number?
On the WhatsApp Business API there is no protocol limit on agents — the constraint is your plan. The free WhatsApp Business app is the one that limits you, to one primary phone plus a small number of linked devices, with no assignment or reporting.
Can two agents reply to the same customer by mistake?
Assignment prevents it. Once a conversation is assigned, it leaves the unassigned queue and is owned by one agent until reassigned or closed.
Do internal notes get sent to the customer?
No. Notes are visible only inside the inbox to your team and never enter the WhatsApp thread.
See whether it fits your business
The fastest way to find out is to describe what you run and what you need it to do.