Meta Tech ProviderShared Inbox & Handover
One team inbox for WhatsApp, web chat, Telegram and calls
Let your AI agent handle routine questions. When a person is needed, your team takes over the WhatsApp thread or web chat — or the call is transferred — with the full conversation in front of them.
In short
What is a shared inbox for AI agents?
It is one place where your team sees every conversation your AI agent is having and can step in. The agent answers routine questions; a person takes over when the conversation needs one.
When does the AI hand a conversation to a person?
When the rules you set for that agent say so: it cannot answer, or the customer asks for a person or is upset. It tells the customer it is handing over, and the conversation is flagged in the inbox straight away.
Handover
Graceful bot-to-human transition on every channel
Never leave your customers trapped in a robotic loop.
Caller asks for a person
01Voice Calls
Transfer to a Person
When a caller asks for a person or the agent cannot help, the agent transfers the call to your team. The call, its transcript and its recording land in the call log.
02WhatsApp
Team Chat on One Number
Teammates are assigned conversations, reply with text, photos, video or documents, leave internal notes the customer never sees, and mark threads as resolved.
Escalated
03Website Chat & Telegram
Escalation from Chat
When a visitor asks for a person, the conversation is escalated: the inbox badge updates live on every page of the console, a notification goes out, and your systems can hear about it by webhook.
Support tools
Support tools built in
Everything your support and sales team needs to work alongside the AI agent, in one console.
Takeover Without Two Voices
The moment a teammate replies, the AI agent goes quiet. When you are done, hand the conversation back and the agent carries on with everything that was said.
Assignment, Saved Replies & Notes
Assign a conversation and the teammate is notified. Answer common questions with saved replies, and keep internal notes the customer never sees. Assigning and resolving are on paid plans.
Escalation Rules per Agent
Choose for each agent: escalate when it cannot answer, when the customer asks for a person or is upset, or never. The agent tells the customer it is handing over.
WhatsApp's 24-Hour Window, Explained
Outside WhatsApp's customer-service window the reply box explains why a template is needed, with a countdown in the final hour — no failed sends to puzzle over.
Related: cross-channel memory, WhatsApp automation and transcripts and call logs.
FAQ
Shared Inbox FAQs
How does human takeover work during a live voice call?
+
When a caller asks for a person, or the agent cannot help, the agent can transfer the call to your team. Transfer works on our numbers and on imported Plivo and Telnyx numbers, but not on imported Twilio numbers. The call, its transcript and its recording stay in the call log.
Can multiple team members use the WhatsApp inbox simultaneously?
+
Yes. Invite teammates as owners, admins or members; they all work from the same WhatsApp Business number in one inbox, and see new messages live.
Which channels does the inbox cover?
+
Website chat, WhatsApp and Telegram conversations are answered in the inbox, and phone calls are transferred to a person and kept in the call log. There is no email channel.
Try the shared inbox
Take over WhatsApp threads and web chats, and transfer calls to your team, with the full conversation history in view.