Shared Inbox Software
For Customer-Facing Teams
Manage supported WhatsApp Business and website chat conversations in one team inbox with assignments, internal notes, customer context, AI assistance, and human handoff.
“Send the property brochure and virtual tour link to maintain engagement before Thursday.”
Customer Conversations Are Scattered Everywhere
When communication lives across personal phones, shared numbers, and disconnected apps, ownership and customer context become difficult to maintain.
One Inbox. One Team.
One Customer View.
Supported conversations, ownership, internal notes, and customer context stay available to authorized team members in one workspace.
Bring Supported Conversations Into One Place
Connect WhatsApp Business and website chat to a collaborative inbox with shared ownership and customer context.
Built For Coordinated Customer Teams
A WhatsApp shared inbox and website team inbox with visible ownership, private notes, routing, and handoff.
Conversation Ownership
Assign a supported conversation to a team member so ownership is visible from the customer record.
Routing Rules
Configure routing by source or intent with round-robin, least-active, and working-hours options.
Internal Notes
Add private notes to preserve team context without sending them to the customer.
Human Handover
Move an AI-assisted conversation to a human team member while retaining the existing conversation history.
Team Visibility
Authorized users can review relevant inbox conversations and see their assignment state.
Conversation Context
Keep messages, notes, assignments, and linked customer information available from the inbox workflow.
Know Every Customer
Before You Reply
Connect supported conversation history with contact details, custom fields, opportunities, appointments, campaign activity, notes, and files.
Configured AI Working With Your Team
Use approved knowledge, qualification, routing, handover, opportunity context, and scheduling within supported customer conversations.
Approved FAQ Replies
Configured AI can answer relevant questions using approved FAQ knowledge and organization instructions.
Qualification Questions
Collect business-defined details with configurable questions, optional fields, and re-ask behavior.
Conversation Summary
Opportunity intelligence can summarize a conversation and extract useful customer requirements for the team.
Rule-Based Routing
Apply configured source, intent, team, working-hours, round-robin, or least-active routing rules.
Human Handover
Move a conversation to a team member when the customer asks, confidence is low, or another configured condition applies.
Calendar Booking
Support appointment scheduling inside an AI-assisted conversation when a compatible calendar is enabled.
Shared Inbox Workflows With Industry Context
Illustrative real estate and ecommerce conversations using Zappilo's dedicated industry capabilities.
Measure Every Conversation
Real-time analytics across every conversation, every team member, and every outcome — so you always know what's working.
Conversation Volume
Move From Individual Devices To Shared Ownership
A team inbox provides a structured workspace for supported conversations, customer context, internal collaboration, and assignment.
What A Shared Inbox Changes
Give customer-facing teams a structured way to manage supported conversations, ownership, context, handoff, and reporting.
Clear Ownership
Show which team member is responsible for a supported conversation.
Team Context
Keep relevant conversation history and internal notes available to authorized users.
Customer Records
Link inbox activity with contacts, opportunities, appointments, files, and activities.
Internal Collaboration
Add internal notes without placing team-only context in the customer conversation.
AI-To-Human Handoff
Define when AI-assisted conversations should move to a human team member.
Operational Reporting
Review supported conversation, assignment, workload, and website chat activity.
Shared Inbox Questions
Clear answers about supported channels, team collaboration, customer context, routing, and AI handoff.
What is the Zappilo shared inbox?
Zappilo shared inbox software gives authorized team members one workspace for supported WhatsApp Business and website chat conversations, assignments, internal notes, and connected customer context.
Can Zappilo be used as a WhatsApp shared inbox?
Yes. Businesses can connect a supported WhatsApp Business Cloud account so authorized team members can manage customer conversations together. Availability depends on account configuration and plan.
Can conversations be assigned or routed to team members?
Yes. Teams can assign conversations manually and configure routing by source or intent. Supported routing strategies include round robin, least-active agent, and working-hours rules.
What customer context is available in the team inbox?
Team members can access supported conversation history and linked customer information such as contact details, groups, custom fields, assigned agent, opportunities, meetings, notes, files, and activities.
How can team members collaborate inside the shared inbox?
Team members can use assignments and internal notes to preserve context, and conversations can move from AI assistance to a human team member without removing the existing conversation history.
How does AI work with the Zappilo shared inbox?
Configured Zappilo AI can answer from approved FAQ knowledge, collect qualification details, route or hand over conversations, and support appointment booking when a compatible calendar is enabled.
Bring Your Team Into
One Shared Inbox
Manage supported WhatsApp Business and website conversations with shared ownership, internal notes, connected customer context, and configurable AI handoff.