Shared Inbox
A shared WhatsApp inbox your team actually wants to use.
Stop sharing one phone or losing context across agents. Kliovo Chat turns every thread into an accountable team workflow.
Open conversations
WhatsApp Support
Ayesha Khan
COD order confirmation
Dubai Marina Clinic
Appointment reschedule
Hamza Studio
Plan upgrade question
Private note
Customer wants same-day delivery. Confirm rider capacity before sending payment link.
Inbox workflow
Turn every incoming chat into owned work.
The shared inbox is built around the first operational question: who owns this customer, how urgent is it, and what context should they see before replying?
Connect channels
Bring WhatsApp, Instagram, and Messenger into one conversation queue.
Assign ownership
Route conversations to agents, teams, or workflows based on topic and urgency.
Close with context
Use tags, notes, history, and customer records to keep every reply informed.
Workspace detail
Queues, assignments, notes, and history stay on the same screen.
Agents do not need to ask around for ownership or search old phone screenshots. The operational record sits beside the live conversation.
Assignment clarity
Conversations move from unassigned to an owner, team queue, or escalation lane.
SLA status
Aging and urgent threads surface before easy replies consume the team queue.
Internal notes
Private context travels with the thread without being exposed to the customer.
Customer context
Tags and timeline events help agents understand intent before they type.
The team inbox problem
Managing support from a personal WhatsApp number fails when volume grows.
Most businesses start on a founder's or manager's phone. That works at five messages a day. At fifty, things break. Conversations get missed, ownership disappears, and there is no record when that agent leaves.
Personal WhatsApp number
Messages get lost when the agent is offline
No conversation history when an agent leaves
No way to assign a thread to a specific person
No visibility into how long customers have been waiting
One person sees everything — no role-based access
Kliovo Shared Inbox
Queue stays visible to the whole team at all times
Full conversation record is preserved permanently
Tag and assign to any team member in one click
Real-time aging indicators and SLA escalation alerts
Role-based queue access — agents see only what is relevant
Pakistan business context
Pakistan's fastest-growing businesses run customer ops on WhatsApp — not email.
60M+
WhatsApp users in Pakistan
74%
of businesses that use WhatsApp as their primary customer channel
3.5x
faster response rate with a shared inbox vs a personal number
For a COD e-commerce store in Karachi, every unconfirmed order risks a return. For a clinic in Lahore, a missed appointment message means an empty slot. For a school in Islamabad, a parent left unread for three hours becomes a complaint. In each case, the bottleneck is not WhatsApp itself — it is the single phone managing the conversation. A shared inbox turns one phone into a team operation without changing the customer experience.
Chat Handovers
Hand off any conversation with full context — no briefing required.
When a conversation needs to move from AI to human, or from one agent to another, Kliovo Chat keeps the handoff clean. Internal notifications go to the right person, the thread history stays intact, and the customer never notices the switch.
Handover Request
Needs managerReason
Customer asking for custom pricing — escalated beyond AI scope.
Thread preview
Hi, I want to order 50 units but need a volume discount. Can someone from sales confirm the rate?
Internal note
VIP lead — discussed before. Mentioned budget constraint of Rs. 80K.
Internal notifications
The assigned agent gets a WhatsApp or app notification immediately — not after they check the inbox.
Context preserved
The full conversation history, customer profile, tags, and any internal notes transfer instantly.
3-tier SLA escalation
T+5 min for standard, T+15 for priority, T+30 for manager. Each tier auto-notifies the next level if unresolved.
Operational controls
Managers can see the work before it becomes a customer problem.
Queue health, owner load, escalations, and stale threads are designed to be visible without pulling agents out of their reply flow.
Team assignment
Assign chats to specific people or queues so ownership is clear.
Internal notes
Keep private context next to the conversation without sending it to the customer.
Customer timeline
See prior chats, tags, and events before replying.
SLA visibility
Spot aging conversations and prioritize urgent messages.
Team Inbox
Separate queues for support, sales, and operations — each agent sees only what's relevant to their role.
Instant handover alerts
When a conversation is transferred, the receiving agent gets an immediate notification with thread context attached.
AI → Human transition
ovo AI recognizes when a conversation exceeds its scope and hands off cleanly — the human agent sees exactly where to pick up.
Daily use cases
Built for teams that split support, sales, and operations.
A shared inbox is useful when it reflects how real conversations move between departments.
Support queues
Separate order questions, complaints, and account requests without losing the thread.
Sales handoff
Let AI qualify leads, then pass hot conversations to a human closer.
Operations updates
Coordinate delivery, booking, appointment, or payment conversations from one queue.
Related features
Extend the inbox into API, AI, and automation.
These pages cover the operating layers that usually sit around a shared team inbox.
WhatsApp Business API
Launch official WhatsApp API messaging with team inboxes, automation, templates, broadcasts, and reporting around it.
AI Replies
Let ovo answer repeat questions, draft agent replies, and learn from your best responses without removing human control.
Automation
Automate replies, routing, reminders, lead capture, and follow-ups while keeping humans in control of complex conversations.
Extend your shared inbox with these features
More questions about WhatsApp shared inbox
How many agents can use the shared inbox at once?
There is no hard cap on concurrent agents. Every seat you add gets access to the same live queue. Roles — Owner, Admin, and Agent — control what each person can see and act on, so a large team and a small team both operate cleanly in the same workspace.
Can we use the shared inbox without the WhatsApp Business API?
No. The WhatsApp Business App only allows a single active session on one device at a time. Multi-agent access requires the official WhatsApp Business API, which is what Kliovo connects to. The API gives your team a single number that any agent can reply from simultaneously.
How does Kliovo handle a WhatsApp shared inbox for small teams of two or three agents?
It works especially well at small scale. Even with two people, the visibility that comes from a shared queue prevents the common problem of both agents ignoring a thread because each assumed the other was handling it. Assignment and notes are just as useful for a team of three as for a team of thirty.
What happens to a conversation when an agent goes offline?
The conversation stays in the queue exactly as it was. Any other agent or team lead can see it, pick it up, or reassign it. The SLA timer keeps running, which means urgent threads will surface before they breach. Nothing is tied to a single person being present.
Can we have separate inboxes for sales and support?
Yes. You can create distinct queues per department and assign conversations or automations to route threads into the correct queue based on keywords, contact tags, or the source of the message. Sales agents and support agents each see their own queue without noise from the other team.
Is there a mobile app for the shared inbox?
Yes. Kliovo has a mobile PWA with a five-tab bottom navigation that works on any phone browser — iOS or Android — without needing an app store installation. Agents can reply, assign conversations, and add internal notes from the same interface they use on desktop.
Questions teams ask before moving chat into Kliovo
Can multiple agents reply from one inbox?
Yes. Agents can share one workspace while conversations remain assigned and tracked.
Does it work with WhatsApp Business API?
Yes. The shared inbox is built around official WhatsApp API conversations.
Can managers see all open conversations?
Yes. Teams can monitor open, assigned, and aging conversations from the inbox.
Can we tag customers?
Yes. Tags and profile context help segment customers and trigger later workflows.
See how your current WhatsApp inbox would run in Kliovo.
Bring the queues, handoffs, tags, and reply rules your team uses today. We will map them into a shared inbox workflow — including team queues, handover notifications, AI-to-human transitions, and SLA escalation.