Team Collaboration - WhatsApp Team Inbox

Overview

Team collaboration features help your support team work together seamlessly, share knowledge, and provide consistent customer experiences.

Effective teamwork reduces response times and improves customer satisfaction.

Internal Communication

Mentioning Team Members

Tag colleagues to get their attention:

In Conversation Notes

@john Can you help with this technical issue?
Customer is experiencing database timeout errors.

@sarah FYI - this is the third report this week

Mentioned team members receive instant notifications.

In Comments

Add comments on specific messages:

Hover over customer message
Click comment icon 💬
Write comment with @mentions
Only team sees comments

Example:

@alice This looks like the billing bug you fixed last week.
Can you verify the customer is on the latest version?

Team Chat

Quick discussions without cluttering conversation notes:

Conversation Chat
General Team Chat

Chat about specific conversations:

Team Chat (3 members)
━━━━━━━━━━━━━━━━━━━━
Sarah: Do we have a solution for this?
John: Yes, KB article #245
Alice: I'll send it to the customer

Access: Click chat icon in conversation sidebar

Internal Knowledge Base

Build a shared knowledge repository:

Creating Articles

Document solutions for common issues:

Go to Knowledge Base
Click New Article

Fill in details:

Title: How to Process Refunds
Category: Billing
Tags: refund, payment, billing

## Steps
1. Verify order number
2. Check refund eligibility
3. Process in admin panel
4. Confirm with customer

## Common Issues
- Refund not showing: Takes 5-7 days
- Partial refund: Document reason

Add attachments/screenshots
Publish

Searching Knowledge Base

Quick access during conversations:In-conversation search:

Click 🔍 KB icon
Type: "refund policy"
Results appear instantly
Click to insert into message

Smart suggestions: System suggests relevant articles based on customer question.

Article Management

Keep knowledge base current:Review cycle:

Monthly review of all articles
Update outdated information
Archive obsolete articles
Add new discoveries

Version control:

Track changes to articles
See who edited what
Revert to previous versions

Shared Quick Replies

Create team-wide response templates:

// Team Template
Name: refund_standard
Visibility: All team members
Category: Billing

Message:
I've processed your refund of {{amount}}.
You should see it in your account within 5-7 business days.

Is there anything else I can help you with?

Template permissions:

Personal: Only you can use
Team: Your department can use
Company: Everyone can use

Conversation Handoffs

Transferring Conversations

Pass conversations smoothly between team members:

Prepare Handoff

Add comprehensive notes:

## Handoff to @john

**Customer Issue:**
Payment gateway error during checkout

**Already Tried:**
- Cleared browser cache
- Different payment method
- Verified card details

**Next Steps:**
- Check payment gateway logs
- Verify merchant account status
- Possibly need dev team involvement

**Customer Info:**
- Premium customer (respond ASAP)
- Timezone: EST (available 9am-5pm)
- Prefers technical details

Assign to Team Member

Click Reassign
Select team member
Choose notification method:
- 🔔 Desktop notification
- 📧 Email
- 📱 SMS (urgent only)
Add handoff message (optional)

Notify Customer

Keep customer informed:

I'm transferring you to John, our technical specialist,
who can better assist with this payment issue.
He'll be with you shortly.

Team Availability

See who’s available to help:

Team Status
━━━━━━━━━━━━━━━━━━━━
🟢 Sarah    Active     (5 conversations)
🟢 John     Active     (3 conversations)
🟡 Alice    Away       (2 conversations)
🔴 Bob      Offline    (0 conversations)
⏸️  Emma    On Break   (1 conversation)

Status indicators:

🟢 Active: Available for new assignments
🟡 Away: Temporarily unavailable
🔴 Offline: Not working
⏸️ On Break: Will return soon
🔵 Busy: At capacity, avoid new assignments

Set Your Status

Update your availability:

Manual Status
Auto Status

Click your avatar → Set status

○ Available
○ Away (auto-return in: [15 min ▾])
○ Do Not Disturb
○ Custom: [In meeting...]

Collaborative Features

Multi-Agent Conversations

Multiple team members working on same conversation:

Live Presence

See who else is viewing:

👁️ Sarah is viewing this conversation
✍️ John is typing a response...

Prevents:

Duplicate responses
Conflicting information
Wasted effort

Response Coordination

Coordinate responses:Draft mode:

Start composing message
Click Save as Draft
Team members can see draft
Get approval before sending

Quick claim:

Alice: I'll handle this
[Take Over] button appears for others

Conversation Locking

Prevent conflicts on active conversations:Soft lock (default):

Warning if someone else responding
Can override if needed

Hard lock (optional):

Only assigned agent can respond
Others can view and comment
Admin can always override

Team Inbox Views

Share filtered views with team:

Create Shared View
Common Shared Views

Apply filters to inbox
Click Save View
Name: “Urgent Billing Issues”
Share with: Billing Team
Set as default (optional)

Team members see view in their sidebar.

Team Performance

Workload Distribution

Monitor team capacity:

Workload Dashboard
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
Sarah  ████████░░  8/10  ✓ Balanced
John   ███░░░░░░░  3/10  ⚠️ Underutilized
Alice  ██████████ 10/10  ⚠️ At capacity
Bob    ██░░░░░░░░  2/10  ✓ Available

Actions for managers:

Reassign conversations from overloaded agents
Temporarily adjust auto-assignment weights
Add team members if consistently at capacity

Team Metrics

Track collaborative performance:

Metric	Value	Trend
Avg First Response	3.2 min	↓ 15%
Handoff Rate	12%	↔ Stable
Collaboration Score	87/100	↑ 5pts
Knowledge Base Usage	45 searches/day	↑ 20%
Team Satisfaction	4.6/5	↑ 0.2

Collaboration score based on:

Internal communication frequency
Knowledge sharing
Smooth handoffs
Peer assistance

Best Practices

Document Everything

Add notes for every handoff and key decision

Update Your Status

Keep availability current for better coordination

Share Knowledge

Contribute to knowledge base regularly

Help Your Team

Jump in when colleagues need assistance

Use @Mentions

Tag the right people for quick answers

Standardize Responses

Use shared templates for consistency

Communication Guidelines

Response Time Expectations

Set clear expectations:

Mention Type	Expected Response	Example
Urgent @mention	<15 minutes	@john URGENT: VIP customer issue
Normal @mention	<2 hours	@sarah Can you review this?
FYI mention	No response needed	@team FYI: System maintenance tonight

Handoff Protocol

Standard process for conversation transfers:

Add context in notes
@Mention new agent
Wait for acknowledgment (or escalate if urgent)
Notify customer about transfer
Monitor until new agent responds

Escalation Path

When to escalate and to whom:

Level 1: Team Lead
├─ Can't resolve in 30 min
├─ Customer requesting manager
└─ Policy exceptions needed

Level 2: Department Manager
├─ Complex technical issues
├─ Billing disputes >$X
└─ Legal concerns

Level 3: Executive Team
├─ PR/reputation issues
├─ Large account problems
└─ System-wide failures

Team Roles

Role-Based Permissions

Different access levels for team members:

Agent
Team Lead
Manager
Admin

Can:

View assigned conversations
Respond to customers
Add notes and tags
Search knowledge base
Update own profile

Cannot:

View all conversations
Modify templates
Access admin settings
View reports

Notifications for Teams

Configure team-wide alerts:

Notification Rules

New conversation alerts:

{
  "trigger": "new_unassigned_conversation",
  "notify": ["team-lead@company.com"],
  "channel": "desktop",
  "conditions": {
    "tags": ["urgent", "vip"]
  }
}

SLA breach warnings:

{
  "trigger": "sla_approaching",
  "notify": "assigned_agent",
  "escalate_to": "team_lead",
  "escalate_after_minutes": 15,
  "channel": ["desktop", "email"]
}

Next Steps

Notifications

Configure your notification preferences

Team Management

Admin guide for managing teams

Conversation Assignment

Configure assignment rules

Settings

Personal settings and preferences

Overview

Getting Started

Using Team Inbox

Admin Guide

Features

Cost & Scaling

Support

​Overview

​Internal Communication

​Mentioning Team Members

​Team Chat

​Knowledge Sharing

​Internal Knowledge Base

​Shared Quick Replies

​Conversation Handoffs

​Transferring Conversations

​Team Availability

​Set Your Status

​Collaborative Features

​Multi-Agent Conversations

​Team Inbox Views

​Team Performance

​Workload Distribution

​Team Metrics

​Best Practices

Document Everything

Update Your Status

Share Knowledge

Help Your Team

Use @Mentions

Standardize Responses

​Communication Guidelines

​Response Time Expectations

​Handoff Protocol

​Escalation Path

​Team Roles

​Role-Based Permissions

​Notifications for Teams

​Notification Rules

​Next Steps

Notifications

Team Management

Conversation Assignment

Settings

Overview

Internal Communication

Mentioning Team Members

Team Chat

Knowledge Sharing

Internal Knowledge Base

Shared Quick Replies

Conversation Handoffs

Transferring Conversations

Team Availability

Set Your Status

Collaborative Features

Multi-Agent Conversations

Team Inbox Views

Team Performance

Workload Distribution

Team Metrics

Best Practices

Communication Guidelines

Response Time Expectations

Handoff Protocol

Escalation Path

Team Roles

Role-Based Permissions

Notifications for Teams

Notification Rules

Next Steps