What you keep as the owner
- The number: customers keep messaging your business number.
- The overview: every conversation is visible in the dashboard.
- Control: pause, switch coworker, hide or show numbers.
What you get rid of
- Calling round and retyping customer questions.
- Depending on your own phone for every answer.
When delegating customer messages makes sense
How to delegate WhatsApp customer messages in 5 steps
- Pick who answers. Each customer conversation goes to one coworker at a time (up to 2 coworkers on Pro, 20 on Pro+), so be clear who owns the replies.
- Agree what they decide alone, for example appointments or prices from your price list, and what they pass back to you.
- Connect your number and set the coworker. Customers notice nothing: they keep writing to the same number.
- Read along in the first week. Check tone and response time in the dashboard and give feedback.
- Use Pause or switch the coworker when your team member is off, so no message lands with someone who is not working.
What delegating does not solve
Each customer conversation goes to one coworker at a time, with up to 2 coworkers on Pro and 20 on Pro+. It is not a ticketing system with several agents answering in parallel. It connects through WhatsApp linked-device technology, not the official WhatsApp Business API, so it is meant for small teams and not for marketing campaigns. The dashboard is currently only in Dutch. If you only need a quick reply while you are busy, the free away message in the WhatsApp Business app may be enough: see the away message alternative.
Is your number a WhatsApp button on your website? Read who answers the WhatsApp number on your website.
How it works, in 3 steps
- Create an account at app.in-between.tech with your email address and a password. No card needed.
- Connect WhatsApp: scan the QR code or enter the pairing code, exactly like WhatsApp Web. Your phone keeps working as normal.
- Enter your coworker's number. From then on every customer message reaches your coworker. When they reply, the answer goes back to the customer from your business number.
Photos, locations, voice notes and documents come along. With Pause you stop forwarding temporarily, for example in the evening. Messages wait until you switch it back on.
Forward customer messages automatically. Replies go back from your number.
Try free for 30 days| Situation | Who gets the messages | What you do |
|---|---|---|
| You work on site or on the road all day | An office assistant or planner | Read along in the dashboard when you have time |
| Most questions are for one specialist, such as bookings or repairs | That specialist | Step in only when needed |
| You are on holiday or ill | A stand-in coworker | Switch the coworker back when you return |
| Several people must chat with customers at the same time | Not a good fit for InBetween | Use a shared team inbox instead |
Frequently asked questions
Can my coworker see customer phone numbers?
Not by default. Your coworker sees "Customer 1", "Customer 2" and so on. You can choose to show numbers in the dashboard.
Can I read the conversations?
Yes. As the owner you see every forwarded conversation and every reply in the dashboard.
Do I need a new WhatsApp number?
No. You connect your existing WhatsApp or WhatsApp Business number, the same way you would connect WhatsApp Web. Customers keep messaging the number they already know.
Do customers notice that someone else answers?
They keep messaging and receiving replies from your business number. If you want them to know who is helping, your team member can sign replies with their first name.