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Short answer: A WhatsApp team inbox lets everyone in your business reply from one WhatsApp number on a computer. In Adwix Connect you can filter chats (Unread, Open, Unhappy), see each lead’s full details, set a lead stage, leave private notes, assign chats to teammates, and use AI to draft, summarise, rewrite or translate replies. Typing / brings up saved quick replies.
In this guide you’ll learn
- How to find the right chats fast with filters
- Where to see a lead’s details, stage and notes
- How to hand a chat to a teammate
- The 4 AI tools and when to use each
- What you can send from the plus button
- What the 24-hour reply window means
What is a WhatsApp team inbox?
On a phone, only one person can handle a WhatsApp number properly. Chats get missed, two people reply to the same customer, and nobody knows who promised what.
A team inbox fixes that. Every chat on your business number appears on a shared screen. Each person logs in, picks up chats and replies, and everyone can see the history.
How do you find the right chats?
At the top of the conversation list are quick filters:
- Unread: chats nobody has opened yet
- Open: chats still waiting for an answer
- Unhappy: the AI puts customers who sound upset here, so you can help them first
- All: every chat
Click Filter to go deeper, for example by tag, lead stage or team member.
How do you see everything about a lead?
Open any chat and the right-hand panel shows the full contact. When a lead comes from a Facebook or Instagram lead form, every answer they gave fills in here automatically, so you never have to ask twice.
Lead stage, notes and assignment
- Set the lead stage, such as New, Interested or Booked, so everyone knows where the lead stands.
- Write a private note. The customer never sees it. Use it for things like “wants a call after 6 pm”.
- Assign the chat to a teammate so one person owns the follow-up.
How does the AI help you reply?
Click the sparkle icon in the chat header. You get four tools:
| AI tool | What it does | Use it when |
|---|---|---|
| Draft a reply | Writes an answer using your business info | A customer asks a common question |
| Summarize this chat | Gives a short catch-up of a long chat | You are taking over a chat from a teammate |
| Rewrite my draft | Polishes what you typed | You want your reply to sound clearer or more professional |
| Translate my draft | Turns your message into another language | A customer writes in Tamil, Hindi, Arabic or any other language |
WhatsApp Business API tool
Run your team’s WhatsApp from one inbox
Everything in these videos is live in Adwix Connect today. Connect your number, invite your team and start replying from one screen.
- Official Meta WhatsApp Cloud API
- Shared inbox, broadcasts, chatbots and AI
- Set up by the team that runs WhatsApp funnels for our own clients
What can you send besides text?
Click the plus button in the message box. Beyond photos and documents, you can send:
- Reply buttons the customer taps instead of typing
- A link button to a page or payment link
- A location request so the customer shares where they are
- A contact card
- A carousel of swipeable cards, for example tour packages
- An approved template
Quick replies with “/”
Type a slash in the message box and your saved quick replies pop up: bank details, address, opening hours or anything you send often. Pick one and it fills in.
The three-dot menu
From the chat header you can add tags, send a template, download the whole chat, export the contact or block spam. There is also a call icon to call the customer on WhatsApp.
What is the 24-hour reply window?
WhatsApp has a simple rule: after a customer messages you, you have 24 hours to reply with normal messages. After that, you can only message them with a template that Meta has approved.
When the window closes, the inbox shows a yellow bar and offers you a template instead. That is why the next episode is all about templates.
If your leads come from ads, our WhatsApp follow-up playbook shows how fast replies turn into bookings.
Key terms in plain English
- Team inbox
- A shared screen where everyone in your business can see and reply to chats on one WhatsApp number.
- Lead stage
- A label showing how far a customer is in your sales process, such as New, Interested or Booked.
- Private note
- A message only your team can see, attached to a chat.
- Quick reply
- A saved message you insert by typing a slash.
- 24-hour window
- The time after a customer’s last message when you can reply freely without a template.
Frequently asked questions
Can several people reply from one WhatsApp number?
Yes. With a team inbox like Adwix Connect, everyone logs in to the same inbox and you can assign each chat to one person.
What does the Unhappy filter do?
The AI reads the tone of each chat and puts customers who sound upset in the Unhappy filter, so your team can reply to them first.
Can the AI reply in other languages?
Yes. Translate my draft turns your message into another language, which helps when customers write in Tamil, Hindi, Arabic or others.
What happens after the 24-hour window closes?
You can no longer send normal messages to that customer. You need to send a Meta-approved template, and the inbox offers one for you.
Try it on your own number
Give your team one WhatsApp inbox
Everything in this episode is live in Adwix Connect today. Pick a plan and connect your WhatsApp number, or book a free walkthrough first.
Shashi Pundir
Co-Founder of Adwix Media. Builds the systems, media and technology that turn ad clicks into booked customers, including Adwix Connect, our WhatsApp Business API platform.
We run the ads, the WhatsApp follow-up and the pipeline.
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