What a WhatsApp shared inbox is
A shared inbox, also called a team inbox, is one screen where all WhatsApp conversations of a business number come in. Several agents log in, pick up conversations, assign them to each other, add internal notes and see who is answering what. Most shared inboxes also combine email, website chat and social media messages, and offer reporting on response times.
The free WhatsApp and WhatsApp Business apps do not have this. They are made for one person, with linked devices as the only way to open the same account in more places.
WhatsApp Business team inbox: is there a free one?
There is no free WhatsApp team inbox from WhatsApp itself. What the free WhatsApp Business app does have is an organised inbox for one account:
- Chat filters at the top of the chat list, such as Unread, Favourites and Groups, plus your own lists.
- Labels such as "new customer", "quote sent" or "paid", which you can filter on.
- Archive to move finished conversations out of the way.
That helps one person keep order, but it is not a team inbox: there is no assigning, no internal notes and no record of who answered. Platforms that offer a real WhatsApp team inbox charge a subscription, and Meta charges fees for some message types on top. Some offer a trial; check the current terms with the provider. The closest free option for a team is linked devices, below.
Option 1: linked devices in the free Business app
You can link up to 4 extra devices to one WhatsApp Business account, such as WhatsApp Web on an office computer or a second phone. Everyone on a linked device works in the same account at the same time.
It is free and set up in a minute, but it is not a real shared inbox: there is no assigning, no notes, no overview of who answered, and every device sees every chat, including private ones on that number. For two people who trust each other fully that can be enough. More on the risks in WhatsApp Web for a coworker.
Option 2: a shared inbox on the WhatsApp Business API
Platforms such as Trengo, Superchat and Bird connect to the WhatsApp Business API and give you a full team inbox. To get there you usually need:
- A Meta business account and business verification.
- A number for the API: a new number, or migrating your existing number away from the WhatsApp app.
- A subscription with the platform, plus Meta's fees per conversation.
- Setting up users, routing rules and message templates.
This fits customer service teams where several agents chat at the same time, need reporting, or also send marketing messages. For a small business it is often more than needed. See InBetween vs Trengo, Superchat and Bird and InBetween vs the WhatsApp Business API.
Option 3: forward each customer message to one coworker
In many small businesses the question is not "how do five agents share one inbox" but "how does the person doing the work get the customer message". A garage, a plumber or a cleaning company often has one owner or office and one or more people in the field.
InBetween does that. You connect your existing WhatsApp or WhatsApp Business number by QR code or pairing code, the same way you connect WhatsApp Web. Every customer message, including photos, voice notes, locations and documents, is forwarded automatically to the coworker you choose. The coworker replies in their own WhatsApp and the customer receives the reply from your business number. By default the coworker sees "Customer 1", "Customer 2" instead of phone numbers. With Pause you stop forwarding temporarily.
Forward customer messages automatically. Replies go back from your number.
Try free for 30 daysShared inbox or forwarding: side by side
| Linked devices | Shared inbox (Business API) | InBetween forwarding | |
|---|---|---|---|
| Where people answer | In the same WhatsApp account | In the platform's inbox | In their own WhatsApp |
| Number | Existing number | API number, often new or migrated | Existing number |
| Who sees what | Everyone sees every chat | Depends on roles and rules | Only the coworker, numbers hidden by default |
| Several agents at once | Yes, without coordination | Yes, with assigning and notes | One coworker per conversation; up to 20 on Pro+ |
| Cost | Free | Platform fee plus Meta fees | €0 to €142 per month |
| Official Meta integration | Yes, part of WhatsApp | Yes | No, linked-device technology |
Third-party prices change; check them with the provider.
Which one should you choose?
- Two people, full trust, low volume: linked devices in the free Business app.
- Several agents chatting at the same time, reporting, campaigns: a shared inbox on the Business API.
- Each customer should be handled by one person at a time, and you want to keep your number: forwarding with InBetween.
Honest limits of InBetween: it is not a team inbox, each conversation goes to one coworker at a time, it is not an official Meta integration, and the app dashboard is currently only in Dutch. If your team grows to several people answering at once, a Business API platform is the better step, and your number is not locked to InBetween.
Frequently asked questions
Does WhatsApp Business have a team inbox or shared inbox?
No. The free WhatsApp Business app has no team inbox or shared inbox, only labels and chat filters for one account. You can link up to 4 extra devices, but everyone then sees every chat. A real shared inbox requires the WhatsApp Business API through a platform.
Is InBetween a shared inbox?
No. InBetween forwards each customer message to one coworker, who answers in their own WhatsApp. The reply goes back from your business number.
Is InBetween an official WhatsApp or Meta integration?
No. InBetween uses the same linked-device technology as WhatsApp Web. That is why it works with your existing number and without the WhatsApp Business API. If you need an official Meta integration, a Business API platform is the better fit.
How much does it cost?
New accounts get 30 days of Pro+ free without a card. After that you can stay on free Basic (25 customer messages per month), or choose Pro at €87 per month (2,000 messages) or Pro+ at €142 per month (unlimited). Cancel monthly.