Not every shared inbox tool is built the same. These are the features that actually matter when your team is handling real conversation volume.

1. Conversation assignment and ownership 

Every incoming chat should be assignable to a specific team member. Look for platforms that support both manual assignment and automatic routing rules. Without this, you are back to the same problem of nobody owning anything.

2. Internal notes and collaboration 

Your team needs to communicate about conversations without the customer seeing them. Internal notes let agents hand off context, flag issues, and loop in colleagues without starting a separate thread somewhere else. Non-negotiable for any team with more than two people.

3. Multi-number support 

If your business runs more than one WhatsApp number — regional, departmental, or by product line — they should all be manageable from the same dashboard. 

Switching between separate tools for each number recreates the visibility gaps you were trying to fix.

4. Group chat management 

Most shared inbox tools focus only on 1:1 conversations. If your team runs WhatsApp groups for customers, partners, or communities, you need a platform that brings those into the same structured environment. 

This includes scheduled messaging, member oversight, and group-level analytics and even AI chatbot support directly inside WhatsApp groups.

5. Ticket and task creation 

The ability to turn a WhatsApp conversation into a trackable ticket without leaving the inbox saves significant time. It also connects your WhatsApp activity to the rest of your support or sales workflow rather than keeping it siloed.

6. CRM and helpdesk integrations 

Your shared inbox should connect to the tools your team already uses — HubSpot, Freshdesk, Zoho, etc. Conversation context should flow into your CRM automatically, not be copied across manually.

7. Analytics and reporting 

Response times, unanswered message rates, resolution times, agent performance. If you cannot measure what is happening on the channel, you cannot improve it.

8. Role-based access 

Not everyone needs the same level of access. Admins, agents, and viewers all have different needs. A good platform lets you control who can see conversations, who can respond, and who can manage settings.

Using WhatsApp Shared Inbox Across Sales, Support, and Operations Teams

A shared inbox works differently depending on how your team uses WhatsApp. Here is what it looks like in practice across three common functions.

➤ Sales Teams

For sales teams, WhatsApp is where deals move fastest. Leads respond quicker on WhatsApp than on email. Relationships feel more direct. But without structure, it is also where deals quietly die — in an unread message, a missed follow-up, or a conversation that left with a rep who moved on.

A shared inbox gives sales teams:

• Full visibility into every lead conversation across the team

• Clean handoffs when a rep is out or a deal changes hands

• CRM sync so every WhatsApp interaction is logged against the right contact automatically

• Multi-number support for teams running separate numbers by region or product line

The biggest win for sales teams is continuity. No deal goes cold because of a staffing change.

➤ Support Teams

Support teams need speed and accountability above everything else. A customer waiting on WhatsApp expects a faster response than they would on email. Missed messages or slow replies are visible and damaging.

A shared inbox gives support teams:

• Automatic routing so every query lands with the right agent

• Ticket creation directly from conversations, synced to Freshdesk, Zoho, or whatever helpdesk the team uses

• Response time tracking and unanswered message alerts

• Internal notes so agents can escalate or hand off without losing context

The biggest win for support teams is accountability. Every conversation has an owner and a resolution status.

➤ Operations Teams

Operations teams use WhatsApp differently. They are managing vendor groups, coordinating field teams, running internal update channels, and keeping supplier relationships moving. 

The volume is high. The priority is oversight and record-keeping, not response speed.

A shared inbox gives operations teams:

• Group chat management for vendor, supplier, and partner groups

• Scheduled messaging for recurring updates across multiple groups

• A searchable record of every conversation for compliance and auditing

• Role-based permissions so the right people can post in the right groups

The biggest win for operations teams is control. Group chats that previously ran unsupervised become structured, searchable, and accountable.

Do you need WhatsApp Business API (WABA) for a shared inbox?

No. You do not always need the WhatsApp Business API to use a shared WhatsApp inbox. There are WhatsApp Business API alternatives that work with QR-based connections and offer similar team inbox features without verification.

The right one depends on your team size and how quickly you need to get started.

Option 1: QR Code Connection

Platforms like Periskope let you connect any WhatsApp number by scanning a QR code inside the platform. No Meta Business Manager verification or technical setup required. It takes a few minutes and works with any existing WhatsApp number: personal or business.

Option 2: WhatsApp Business API (WABA) 

The API route requires a verified Meta Business Manager account. Setup takes longer but unlocks higher message volume limits, message templates, and the WhatsApp green tick verification badge. For full details on the WhatsApp Business Platform, see Meta's official documentation.

Which one does your team need?

For most teams, the QR code route is enough. Periskope supports this connection method, which means any team can set up a fully functional shared WhatsApp inbox without API access, technical resources, or a lengthy verification process.

The API becomes worth it when your team is sending at high volume, needs message templates, or requires the verified business badge for credibility with customers.

The short answer: If you are using Periskope, you do not need the WhatsApp Business API to get started. You can connect your existing number, invite your team, and go live the same day.

For a complete walkthrough on running WhatsApp for business without API access, read this guide.

How to Set Up a Shared WhatsApp Inbox for Your Support or Sales Team with Periskope

Getting started with Periskope is straightforward. No technical setup. No API required. Here is exactly how to go from zero to a fully working shared inbox for your team.

Step 1: Create your Periskope account 

Go to periskope.app and create an account.

Step 2: Connect your WhatsApp number 

Once inside the dashboard, Periskope will prompt you to connect a WhatsApp number. Open WhatsApp on your phone, go to Linked Devices, and scan the QR code shown in Periskope. 

Your number is connected immediately.

Need to connect multiple numbers? Periskope supports multi-number inboxes. Repeat the process for each number and all of them appear in the same dashboard.

Step 3: Invite your team 

Go to the team settings and invite your teammates by email. Assign each person a role:

• Admins get full access across all connected numbers and chats. 

• Members get access only to the specific chats and groups assigned to them.

Step 4: Set up assignment rules 

Decide how incoming conversations get routed. Periskope lets you set up:

• Manual assignment — a manager assigns each conversation to the right agent

• Auto-routing — conversations are distributed automatically based on rules you configure

Step 5: Connect your existing tools 

Periskope integrates with HubSpot, Freshdesk, Zoho, Google Sheets. Connect the tools your team already uses so conversation data flows across systems automatically. No manual copying. No switching between tabs to log an interaction.

Step 6: Set your team's response standards 

Define response time targets. Agree on tone and escalation paths. Periskope's analytics dashboard will track response times and flag unanswered conversations automatically, but your team still needs to agree on what good looks like before they start.

Step 7: Test before going live 

Send a few test messages across each connected number and group. Check that routing works, notifications are reaching the right people, and integrations are syncing correctly. Takes ten minutes and saves a lot of issues later.

From sign-up to live inbox, most teams are set up and running on Periskope within a single working day.

Want a guided walkthrough of the full setup? Book a demo call with the Periskope team.

5 Best Shared WhatsApp Inbox Tools for Teams (2026)

There are several tools in the market offering shared WhatsApp inbox functionality. Here is a quick look at the best ones available in 2026.

1. Periskope

Periskope is built for B2B teams that need to manage WhatsApp conversations across 1:1 chats, group chats, and multiple numbers, all from one dashboard.

Most WhatsApp team inbox tools handle individual customer messages. Periskope goes further. It brings WhatsApp group chats into the same structured inbox as 1:1 conversations.

This makes it the right fit for teams managing customer communities, partner groups, onboarding channels, or regional sales groups alongside regular support and sales conversations.

What makes Periskope stand out:

• Works with any WhatsApp number — no WhatsApp Business API required

• Supports multi-number inboxes from one dashboard

• Manages WhatsApp group chats with the same assignment and tracking as 1:1 chats

• Converts conversations into tickets and tasks without leaving the inbox

• Integrates with HubSpot, Freshdesk, Zoho

• Role-based access for admins and members

• Full analytics — response times, unanswered messages, agent performance

• Powers 5,000+ businesses across 50+ countries

Best for: Sales teams, support teams, and operations teams managing WhatsApp at scale — especially those running active group chats alongside individual customer conversations.

If your team manages both 1:1 and WhatsApp group chats and wants to avoid API complexity, Periskope offers the fastest way to get started.

👉 Start a free trial or book a demo to compare it against your current setup.

2. TimelinesAI

TimelinesAI is a WhatsApp shared inbox built for sales teams. It connects without the WhatsApp Business API and focuses on syncing WhatsApp conversations directly into CRM tools.

• Connects via QR code, no API required

• CRM sync with HubSpot and Pipedrive

• Shared team inbox for 1:1 sales conversations

• WhatsApp conversation history is logged against CRM contacts automatically

Best for: Sales teams using HubSpot or Pipedrive.

3. Respond.io

Respond.io is a multi-channel shared inbox that includes WhatsApp team inbox functionality alongside other messaging channels. It is built for larger support operations that need AI-powered automation.

• Requires WhatsApp Business API

• AI-powered conversation routing and automation

• Multi-channel inbox covering WhatsApp, email, live chat, and more

• Advanced workflow builder for support teams

Best for: Large support teams needing automation across multiple channels.

4. Gallabox

Gallabox is a WhatsApp business shared inbox built for sales and support teams. It runs on the WhatsApp Business API and combines multi-agent inbox functionality with chatbot automation and broadcast messaging.

• Requires WhatsApp Business API

• Shared team inbox with conversation assignment and private notes

• AI-powered chatbots for automated responses and lead qualification

• WhatsApp broadcast and drip campaign tools

• Integrates with Zoho CRM, HubSpot, and Zapier

Best for: Sales and support teams that want a WhatsApp shared inbox combined with chatbot automation.

5. ControlHippo

ControlHippo is an affordable WhatsApp business shared inbox for small teams getting started with multi-agent WhatsApp management.

• Connects without WhatsApp Business API

• Shared team inbox for 1:1 conversations

• Integrates with Zoho CRM and Freshdesk

• Basic analytics and conversation tracking

Best for: SMBs looking for an affordable shared WhatsApp inbox.

Quick comparison:

Note: Pricing is approximate and varies by plan, billing cycle, and add-ons.

How is Data Privacy and Compliance Managed in a WhatsApp Shared Inbox (by Periskope)

For B2B teams, moving customer conversations onto a third-party platform raises a fair question. 

Where does the data go, who can access it, and how is it protected?

Here is how Periskope manages data privacy and security.

➜ Data is encrypted at every stage 

All data stored in Periskope is encrypted at rest at the datastore level and at the application level. Data in transit is protected using TLS 1.3 or higher across all networks. This applies to every conversation, note, and file that moves through the platform.

➜ Your data is backed up and recoverable 

Periskope backs up all data using a point-in-time approach. Backups are retained for seven days, which means your conversation history is protected against accidental loss or system issues.

➜ Access is controlled and restricted 

Not everyone inside Periskope can access your data. Production database access is restricted. Encryption key access is restricted. Access control procedures are in place, and access requests are restricted by role. Log management is active across the infrastructure.

➜ Your team's access is role-based 

Inside your Periskope workspace, Admins control who sees what. Members only access the specific chats and groups assigned to them. Contact number masking is available to protect customer privacy by restricting your team's access to phone numbers where needed.

➜ Your data remains under your control

Periskope deletes customer data on request. When an organization leaves the platform, data is removed in accordance with established retention procedures.

➜ Periskope is GDPR compliant 

Periskope is built to align with GDPR standards. Data retention processes and third-party agreements are in place to support compliance requirements.

For specific compliance questions relevant to your industry, contact the Periskope team directly at periskope.app/security.

FAQs

1. Is a shared WhatsApp inbox allowed by WhatsApp?

Yes. Using a shared WhatsApp inbox is allowed as long as the connection between WhatsApp and the inbox platform follows WhatsApp’s official terms and policies.

There are two ways teams typically connect WhatsApp to a shared inbox:

• Linked Devices (QR code): using WhatsApp’s built-in multi-device feature

• WhatsApp Business API: Meta’s official integration for business use

Always choose a solution that uses either WhatsApp’s Linked Devices feature or the official Business API to ensure you stay within WhatsApp’s usage policies.

2. Can a shared inbox manage WhatsApp group chats? 

Many platforms focus mainly on 1:1 conversations. Tools like Periskope are designed to support both group chats and individual conversations, with consistent assignment, tracking, and analytics across both.

3. How many team members can use a shared WhatsApp inbox? 

This depends on the platform and plan. Periskope scales from small teams to large operations. Most platforms offer tiered pricing based on the number of agents or connected numbers.

4. Can my whole team reply from one WhatsApp number? 

Yes. Multiple team members can view, respond to, and manage conversations from a single WhatsApp number simultaneously. 

5. Will customers know they are talking to a shared inbox? 

No. From the customer's side, it looks like a normal WhatsApp conversation. The assignment, internal notes, and team coordination all happen in the background.

6. Can I assign different WhatsApp numbers to different teams? 

Yes. With Periskope's multi-number inbox, you can connect multiple numbers and control which team members have access to which numbers and chats using role-based permissions.

7. Is there a limit to how many agents can use the inbox at once? 

No hard limit. Periskope scales based on your plan. Multiple agents can be active simultaneously across all connected numbers and group chats.

8. Can I automate replies in a shared WhatsApp inbox? 

Yes. Periskope supports automation rules — you can set up auto-replies, automatic routing, and workflow triggers based on message content, chat type, or other conditions.

9. Does a WhatsApp team inbox work for customer support? 

Yes. It is one of the most common use cases. Support teams use shared inboxes to assign incoming queries, track resolution times, create tickets directly from chats, and integrate with helpdesks like Freshdesk and Zoho Desk.

10. Does using Periskope affect WhatsApp's end-to-end encryption? 

Periskope connects to WhatsApp via the Linked Devices feature, the same way you would add WhatsApp Web or another personal device. Messages remain protected by WhatsApp’s end-to-end encryption. In addition, Periskope uses TLS 1.3 encryption for all data in transit.