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CRM AND SALES
Shared inbox
A shared inbox is a team workspace where every conversation on a business's WhatsApp number (and other channels) is visible to authorised teammates, who reply from their own accounts with assignment, internal notes, tags, stages and a full history per contact. It replaces the single phone passed around a counter and is the core of any WhatsApp CRM.
conversation assignmentcollision detectionslaconversation stage
Why it matters
One phone means one person, no records and no accountability. A shared inbox means the customer's history is available to whoever picks up, managers can see load and response times, and the business keeps the relationship when a staff member leaves. Since coexistence arrived, the owner can keep the app while the team works from the inbox.
In VGraple CRM
The inbox unifies WhatsApp, Instagram DMs, Messenger, Facebook and Instagram comments and the website widget in one list with tabs (mine, unassigned, team, all, resolved), filters by channel, stage and tag, collision warnings, SLA timers and the contact panel. It is available on the web and the Android app on every plan. The inbox tour walks through it.
Related terms
Conversation assignment, Collision detection, SLA, Conversation stage, Coexistence.