One inbox for every customer conversation
WhatsApp chats, Arattai chats and messages from your website widget arrive in one list. Assign them, add private notes, label them and reply with saved answers, so nobody is left waiting and nobody replies twice.
What is a shared inbox?
A shared inbox lets several people answer customers from the same business number without passing one phone around. In SG Reach every team member signs in with their own account, sees the conversations they are allowed to see and replies from the browser on a laptop or phone.
Can several agents handle the same WhatsApp number?
Yes. Conversations can be assigned to a person, agents can be limited to the chats assigned to them, and managers see everything. Each reply is sent from your business number, and the inbox records who sent it.
How does the inbox handle WhatsApp's 24 hour rule?
WhatsApp allows free-form replies for 24 hours after the customer's last message. The inbox shows whether that window is open before you type. When it has closed, you can send an approved template to restart the conversation.
What you can do
Assignment
Assign a chat to a teammate yourself, or let a chatbot do it with the Assign agent step. Assignments can notify your other systems through a webhook.
Private notes
Leave context for the next person on the chat. Notes are never sent to the customer.
Labels and filters
Filter by unread, assigned to me, channel or label to work through the queue in order.
Quick replies
Save answers you type often and insert them with a shortcut.
AI help while you type
Suggested replies based on the conversation and your business details, plus one-click translation. Available on plans with the AI assistant.
Customer context
Name, tags, custom fields and opt-in status beside every chat, editable without leaving the conversation.
More questions about shared inbox
Which channels arrive in the inbox?
WhatsApp (Cloud API or a QR linked number), Arattai and the website chat widget. Email and SMS replies are handled by your email provider and gateway, and SMS delivery results are recorded on each message.
Can I use the inbox on my phone?
Yes. The inbox works in a mobile browser, so agents can reply from a phone without installing anything.
Is there a limit on team members?
Each plan sets a number of team members. See the pricing page for the current limits.
Start with one channel. Add the rest when you are ready.
Every new workspace starts with a free trial of all four channels, chatbots and sequences. No card needed.