The moment a second person needs to answer your WhatsApp, you need more than one phone. You need a shared inbox with proper access control. Here’s how it works.
What a WhatsApp team inbox is
A WhatsApp team inbox is one business number that several people answer from a single shared screen. Every conversation lands in the same place, each agent signs in as themselves, and chats can be assigned so two people never reply to the same customer.
It is the thing people are usually reaching for when they search for “WhatsApp for teams”. Three points worth being clear about:
- It is not a WhatsApp group. Customers never see each other; each one has an ordinary one-to-one chat with your business.
- It is not multi-device on the free app. Linked devices let you use your account on more screens. A team inbox gives different people their own logins, roles and assignment on one business number.
- It is not a Microsoft Teams integration. ChatMitra does not connect WhatsApp into Microsoft Teams — the inbox described here is ChatMitra’s own, in your browser.
Everything below is how that inbox works: who can see what, and how you add and remove people.
Why a shared inbox beats one phone
On the free app, one phone holds the number and only one person can use it. With ChatMitra, the number lives in the cloud and your whole team logs in to the same inbox — answering, assigning and tracking chats together.
Example: a 6-person support team at an online store all reply from one number. Chats get assigned so two agents never answer the same customer, and nothing falls through the cracks.
Roles and permissions
You don’t give everyone the keys to everything. Each member gets a role that controls access across 15+ sections (chats, broadcasts, templates, billing, settings…) at four levels:
| Level | Can they… |
|---|---|
| View | See it |
| Create | Add new items |
| Edit | Change existing items |
| Delete | Remove items |
Example: an agent gets View + Create on chats (so they can reply) but no access to broadcasts or billing. A manager gets broadcasts and analytics too.
Adding and removing people
Owner → invite member → assign role → member logs in
Member leaves → revoke access (instant)- Add a member by email and pick their role.
- Adjust anyone’s role any time.
- Revoke access instantly when someone leaves — no shared password to scramble.
See the full controls on the Role Management feature page.
