Why shops & online stores move their messages into a shared inbox
Retail messages come in bursts and they all need a fast, factual answer. When they live on one phone the answers get slower and less consistent. A shared inbox gives every enquiry a queue position, every answer an author, and every client one history instead of three.
What you get
Photos both ways
They send a picture of what they want; you send the one you have in stock, in the same thread.
Saved answers for the frequent six
Sizes, delivery times, returns policy and payment options, sent in a tap and worded the same every time.
Order questions with a history
The whole conversation is in one place, so a follow-up three weeks later starts with context.
Instagram and WhatsApp together
The DM under a post and the WhatsApp message about the same item share one inbox.
How it works
- Connect — link an eligible WhatsApp Business number through the guided flow. No server setup or customer-owned Meta app is required; provider authorization still applies.
- Invite your team — everyone answers from one inbox, with history, assignment and their own account.
- Save what you repeat — prices, terms, directions, photos: sent in a tap, worded the same every time.
- Answer from your phone — including straight from the notification, without opening the app.
Frequently asked questions
Can I answer Instagram comments and DMs here?
DMs, yes — together with WhatsApp, Telegram and website chat. Messenger and SMS depend on provider access and account setup.
Can two people answer without clashing?
Yes. Conversations can be assigned, and everyone sees the same history and the same status.
Can I send a photo of the item?
Yes — photos, files, voice notes and locations, in both directions.
Is there an API?
Yes. Scoped keys expose supported messaging and channel operations documented in the authenticated developer manual.
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