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Chat Inbox & Team Use

Scaling customer interactions on WhatsApp Business API requires robust team collaboration tools to handle inquiries efficiently without overwhelming individual agents. A shared inbox setup transforms solo operations into a coordinated team effort, ideal for growing businesses in e-commerce, support, or sales. Chakra Chat enhances this with a unified platform that integrates seamlessly with WhatsApp, offering features like assignment, routing, and analytics to streamline workflows. This not only boosts response times but also improves customer satisfaction, turning chats into opportunities for loyalty and revenue.

In this section, we'll explore shared inboxes, agent tools, routing methods, and basics of feedback and tagging to help your team maximize WhatsApp's potential.

What is a Shared Team Inbox​

A shared team inbox in the context of WhatsApp Business API is a centralized dashboard where multiple agents can access, view, and respond to all incoming customer messages from a single business number. Unlike personal WhatsApp, where chats are siloed, a shared inbox pools conversations into one collaborative space, allowing teams to manage high volumes without duplicating efforts or missing queries.

Key benefits include:

  • Real-Time Collaboration: Agents see live updates, preventing overlapping responses.
  • Unified View: All chats, history, and customer data in one place, accessible via web or mobile apps.
  • Scalability: Supports unlimited agents, perfect for teams from 2 to 200+.
  • Compliance Integration: Tracks opt-ins and privacy, aligning with WhatsApp policies.

Chakra Chat's shared inbox is user-friendly for non-tech teams, with customizable views (e.g., by priority or agent) and integrations with CRMs like Salesforce for a holistic customer overview.

Assigning Chats​

Assigning Chats to Agents, Internal Notes, Saved Replies

Effective team use starts with smart assignment and tools that speed up responses while maintaining context.

  • Assigning Chats: Manually or automatically assign conversations to specific agents based on expertise or availability. For example, route technical queries to support specialists. Chakra Chat allows drag-and-drop assignment or auto-assign rules, with notifications via email/Slack to alert agents of new tasks.
  • Internal Notes: Add private comments to chats for team handoffs or context—e.g., "Customer upset about delay; offer discount." These are invisible to customers, ensuring seamless collaboration. Chakra Chat stores notes with timestamps and user IDs for accountability.
  • Saved Replies: Pre-written responses for common queries, like FAQs or greetings, to save time and ensure consistency. Customize with variables (e.g., "Hi name, your order id is on its way!"). Chakra Chat's library lets you create, categorize, and search saved replies, with usage analytics to refine them over time.

These features reduce average handling time by 30-50%, allowing agents to focus on complex issues while Chakra Chat handles the routine.

Routing Options (Round-Robin, Manual, by Tag)​

Routing Options (Round-Robin, Manual, by Tag)

Routing determines how incoming chats are distributed, preventing bottlenecks and ensuring fair workloads.

  • Round-Robin: Automatically cycles assignments among available agents—e.g., Chat 1 to Agent A, Chat 2 to Agent B, then repeats. Ideal for equal distribution in balanced teams.
  • Manual: Agents or supervisors pick and assign chats from the inbox queue. Great for specialized handling, like escalating VIP queries.
  • By Tag: Route based on predefined tags (e.g., "Sales" to sales team, "Support" to help desk). Tags can be auto-applied via keywords in messages or customer segments.

Chakra Chat supports all these with hybrid options—e.g., round-robin within tagged groups—and rules based on time, location, or load. Set up is drag-and-drop, with reports on routing efficiency to optimize.

CSAT and Conversation Tagging​

Gauging customer satisfaction and organizing chats post-interaction helps refine your strategy and track performance.

  • CSAT (Customer Satisfaction Score): A simple post-chat survey (e.g., "How would you rate this interaction? 1-5 stars") sent via template or button. Aggregates scores for agent/team insights. Chakra Chat automates CSAT collection, displaying averages and trends in dashboards—e.g., flag low scores for follow-up.
  • Conversation Tagging Basics: Apply labels to chats for categorization, like "Resolved," "Escalated," or "Refund Issued." Use for reporting (e.g., top issues) or automation (e.g., tag "Urgent" triggers alerts). Chakra Chat allows custom tags, bulk application, and filtering, integrating with segments for targeted re-engagement.

Together, these provide actionable data—e.g., link low CSAT to untagged "Complaint" chats for training. Chakra Chat's analytics tie it all together, offering exportable reports to measure ROI.

With Chakra Chat's team inbox features, collaborating on WhatsApp becomes effortless, empowering your business to deliver exceptional service at scale. Whether starting small or managing enterprise-level volumes, these tools ensure every chat counts. For setup guidance, dive into our dashboard or reach out to support.