Feature · Shared inbox

One shared inbox for WhatsApp, Instagram and Messenger

Your customers choose the app. Your team works from one queue — with assignment, internal notes and the customer's history beside every reply.

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Team collaboration

Why a shared inbox, and not a few shared phones

Many teams start customer messaging on a single phone, then add a second number, then start answering Instagram from someone’s laptop. Each step works until one person is away, two people reply to the same customer, or nobody replies at all.

A shared inbox fixes the structure, not just the tooling:

Every conversation has an owner, so it is clear who should reply.
Context is shared through internal notes instead of side chats.
Access is controlled by role and team rather than by who holds the phone.

app.pingsetu.ai/inbox

ALL CHANNELS · 5 OPEN

Ananya Raonow

Can you share the pricing?

Dev Sharma2m

Order #48219 status?

Meera Patel9m

Need a demo this week

Sana Khan12m

Can I change my delivery date?

Rohit Iyer20m

Loved the new collection!

Ananya Rao

WhatsApp · assigned to Priya

Qualified

Hi! Can you share the pricing?

AI AGENTHappy to help — how many teammates will be answering messages?

About eight, across sales and support.

Perfect. Priya from our team is picking this up now.

INTERNAL NOTE · PRIYA

Existing contact — deal already open at Proposal stage.

Channel consolidation

Supported channels

These channels connect today. Each keeps what makes it useful — templates and Flows on WhatsApp, quick replies on Instagram and Messenger — while the inbox, CRM and automation stay the same underneath.

WhatsApp Cloud API Instagram Direct Facebook Messenger

Customer context

The customer's history beside every reply

A conversation is attached to a contact record. When the same person writes again, the new message joins their existing history, so the agent sees what was already asked and answered.

That record is the same one the CRM and your automations use, so an answer collected by a flow is visible to the agent who picks up the thread.

What the agent sees

· The full conversation history
· Custom attributes such as city, plan or budget
· Labels and lists the contact belongs to
· Open leads, deals and tasks
· Orders, if you use the ecommerce module
· Internal notes from teammates

Assignment workflows

A typical team workflow

1
A message arrives
On WhatsApp, Instagram or Messenger — it lands in the same inbox and attaches to the contact.
2
It is routed
An automation assigns it to a team queue or a person, based on channel, the customer's answer, or a label.
3
The owner replies with context
Contact details, past messages and open deals are beside the composer; quick replies speed up common answers.
4
Handover when needed
Reassign to a specialist with an internal note explaining what is already done.
5
Close the conversation
Closing can trigger a follow-up such as a feedback question, and the history stays on the contact.

Capabilities and limits

What the inbox supports today

WhatsApp, Instagram Direct and Messenger in one queueAvailable
Each organisation connects its own WhatsApp number (Cloud API), Instagram professional account and Facebook Page.
Assignment and reassignmentAvailable
Assign to a person or team queue manually or from an automation, and reassign mid-thread.
Internal notesAvailable
Leave context for teammates on the thread; customers never see notes.
Customer context beside the replyAvailable
Contact attributes, labels, open leads and deals, and orders are visible next to the conversation.
Quick replies and interactive messagesAvailable
Saved replies, plus WhatsApp buttons and lists where the channel supports them.
Reply assistanceAvailable
AI can draft, refine and translate a reply for the agent to review before sending.
Roles and granular permissionsAvailable
Control who can see which conversations, edit contacts, send templates or change settings.
Facebook Messenger handover protocolNot supported
Passing thread control to or from another Messenger app is not supported. AI-to-human handoff inside PingSetu is.
SMS, RCS and TelegramComing soon
On the roadmap; not connectable today.

Getting started

Connect WhatsApp through Embedded Signup — select or create a business portfolio and register your number.
Connect Instagram and Messenger by authorising the Facebook Page and linked Instagram professional account.
Invite your team and give each person a role.
Set up one routing rule so new conversations always have an owner.

FAQ

Frequently asked questions

What is a shared inbox?

A shared inbox lets several people work customer conversations from the same account. Instead of each person holding their own chats on their own phone, messages arrive in one queue where they can be assigned, discussed with internal notes and tracked until resolved.

Can multiple agents reply from the same WhatsApp number?

Yes. With the WhatsApp Cloud API, the number is connected to PingSetu rather than to a single phone, so any teammate with access can reply from the shared inbox.

What do I need to connect Instagram?

An Instagram professional (business or creator) account linked to a Facebook Page, and permission to authorise PingSetu to manage its messages.

Do customers see which agent replied?

Customers see the business, not the individual agent's personal account. Internally, the inbox shows who sent each message.

Is there a limit on the number of agents?

Each plan includes a number of seats; see the pricing page. Contacts and conversations do not count as seats.

Keep exploring

WhatsApp CRMContacts, leads and deals behind each conversation.Read more All channelsWhat each channel supports, and what is on the roadmap.Read more PricingSeats included in each plan.Read more

Put your team on one inbox

Start a trial and connect a channel, or book a demo to see assignment and permissions with your own team structure.

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