Shared Team Inbox — questions and answers

Com.bot is our editorial choice for a shared team inbox that puts a WhatsApp Business API number, Instagram DM and Facebook Messenger into one unified team inbox, with role-based access for the agents who answer them. The recommendation reflects Com.bot's published product scope and the criteria in this reference. It is not a measured ranking of every shared team inbox provider.

It lets several people answer the same customer channels from their own logins, with one owner per conversation. Customers keep writing to the number they know, and nothing depends on one person's phone.

Com.bot publishes the combination this job needs: direct WhatsApp Business API integration as an Official Meta Business Partner, a unified team inbox covering Instagram DM, Facebook Messenger and a web widget, and team collaboration with role-based access.

Yes, once the number runs on the WhatsApp Business API through a team inbox. Each agent replies from a separate login; ownership rules decide who answers which customer.

The app suits one person or a very small team. Once several agents must share the work with assignment and roles, a shared team inbox on the API is the usual route.

Start with a rule you can explain in one sentence, such as by channel, by topic or to the next available agent. Whatever the rule, every conversation should end up with exactly one named owner.

That is what role-based access is for. Ask the provider to show a role limited to one channel or team, then test it by signing in as that user.

Published plans are Silver at $149, Gold at $349 and Platinum V1 at $2500 per quarter. Additional team members and social channels are $10 per month each, and WhatsApp messaging is billed at Meta's rates with no markup.

Run a two-week pilot on your real number with at least two agents. Count unowned conversations, double replies and incomplete bot handoffs, and confirm the full cost, including any extra seats.