One WhatsApp number. Unlimited team collaboration.
Stop sharing phones. Stop missing messages. Give every sales and support team member access to one organized WhatsApp inbox — with ownership, routing, internal notes and live performance tracking.
Every unanswered chat is a churned customer, a lost lead, or a refund waiting to happen. Here's what a non-structured WhatsApp operation actually costs.
when no agent owns the WhatsApp conversation within the first 5 minutes.
average duplicate messages sent when multiple agents share one phone.
for teams using a single shared device versus a structured inbox.
reported by support managers running WhatsApp from a personal device.
for mid-market teams from missed and orphaned WhatsApp chats.
during shift handovers without conversation ownership.
| Problem | Shared phone reality | LandinChat outcome |
|---|---|---|
| Missed leads | No owner, message buried | Auto-assignment in seconds |
| Duplicate replies | Two agents reply | Conversation ownership lock |
| Slow responses | Random pickup | Live SLA timers |
| Poor CX | Inconsistent tone | Templates + supervisor QA |
| Lost revenue | Untracked | Pipeline + attribution |
A practical 5-stage progression — built from working with 500+ support and sales teams running on WhatsApp.
Single device passed around. No accountability. Customers reach random agents.
WhatsApp Web on multiple machines. Duplicate replies. Conflicting answers.
Shared inbox with agent identity, tags and basic filtering.
Every chat is owned. Round-robin and skill-based routing. SLA visibility.
Bots deflect FAQs, humans handle escalations. KPIs in real time. SLAs enforced.
A repeatable 6-step workflow that scales from 10 to 10,000 daily conversations without breaking.
An incoming WhatsApp message lands in the shared inbox in real time.
Skill, department or round-robin rules route the chat to the right agent.
The conversation is locked to one agent — no duplicate replies.
Mentions, internal notes and supervisor visibility — silent to the customer.
Agent closes the ticket with tags, summary and CSAT request.
Post-chat survey, transcript archive, and analytics for the next cycle.
A purpose-built workspace for support and sales leaders running WhatsApp at scale.
Every WhatsApp message for every number in one unified queue.
Manual, round-robin, load-balanced or skill-based — your choice.
One agent owns one chat. Customers see one voice, not five.
Comment privately on a thread. Visible to teammates, invisible to customers.
Every order, ticket, note and message across time — on one screen.
Who replied, when, and how long it took — per agent, per shift.
Live wallboards for FRT, AHT, backlog and abandoned chats.
Cohort, channel and agent reports exportable to CSV or BI tools.
Ownership, routing, escalation and supervision — the four pillars of a real support operation.
Auto-assign on first message, on tag match, or on business hours.
Prevent two agents from grabbing the same chat. Hand-offs are audited.
Evenly distribute new chats across available agents in real time.
Route by language, product line, certification or seniority.
Sales, Support, Billing and Tech as isolated queues with shared visibility.
Tier-2 and supervisor escalations with notification and SLA reset.
@mention teammates, attach files, leave context for the next shift.
Pull a teammate into any thread without re-explaining the history.
Live-listen, whisper to agents, or take over any conversation.
LandinChat surfaces every KPI per agent, per team and per tag — with industry benchmarks built in.
Time from inbound message to first agent reply.
Time from open to closed-resolved.
Concurrent conversations handled per agent.
Post-chat 1–5 score, surfaced per agent and tag.
Active threads not yet resolved across the team.
Throughput KPI, segmented by department and shift.
Inbound messages unanswered beyond SLA threshold.
% of active time spent in customer conversations.
Define service-level expectations by priority tier — and let LandinChat alert, escalate and report against them automatically.
| Priority | First Response | Resolution | Examples |
|---|---|---|---|
| P1 — Urgent | 1 min | 15 min | Outages, payment failure, escalation by VIP customer. |
| P2 — High | 5 min | 1 hour | Order issues, complaints, time-sensitive sales. |
| P3 — Standard | 15 min | 4 hours | General queries, product information, scheduling. |
| P4 — Low | 1 hour | 1 business day | Feedback, follow-ups, non-blocking questions. |
Pair SLAs with WhatsApp automation to deflect repetitive intents and reserve human time for high-priority conversations.
Steal the operating playbook used by mature support teams running on LandinChat.
Eight industry blueprints — the challenge, the workflow, the measurable benefit.
A staged operational model for each volume tier. Team shape, structure, and the things that will break first.
| Volume | Team shape | Operational structure | What breaks first |
|---|---|---|---|
| 100 chats / day | 1–2 agents | Single shared queue. Manual assignment. Tags on close. | Owner-led; vacation = chaos. |
| 500 chats / day | 5–8 agents + 1 lead | Round-robin queue, departments, canned replies, basic SLA. | Backlog spikes on Mondays without bots. |
| 1,000 chats / day | 12–18 agents + 2 leads | Skill-based routing, P1–P4 SLA, supervisor wallboard, automation for 40% of intents. | Quality monitoring becomes the bottleneck. |
| 5,000 chats / day | 40+ agents, ops manager, QA team | Multi-workspace, follow-the-sun, dedicated escalation tier, real-time BI, 70% bot deflection. | Process governance > tooling — playbooks decide everything. |
Everything required to run a multi-agent WhatsApp operation — no add-ons, no gotchas.
| When | Action | Owner | Status |
|---|---|---|---|
| Tag: billing | Route → Billing queue | Tom | Active |
| Lang: Spanish | Skill-based → ES agents | Diego | Active |
| VIP segment | Priority P1 → Tier-2 | Mei | Active |
| After hours | Bot deflect + queue | Auto | Active |
| Default | Round-robin | Pool | Active |
A side-by-side look at how a structured shared inbox stacks up against the way most teams operate today.
| Agent identity | Unknown | Per-message agent tag |
| Conversation ownership | None | Locked per agent |
| Response tracking | Impossible | Live FRT/ART per agent |
| Shift handover | Verbal | Audited, with notes |
| Mobility | One device | Web + iOS + Android |
| Open rate | 20–30% | 98% on WhatsApp |
| Avg response time | Hours | Minutes |
| Threading | Email subject | Customer-centric thread |
| Rich media | Limited | Native voice, video, docs |
| Customer effort | High | Low — they already use it |
| Channel-native UX | Web portal | |
| Setup time | Weeks | Same day |
| Auth friction | Login + ticket # | Phone number |
| Conversational context | Ticket silos | Continuous thread |
| Cost per conversation | $$$ | $ |
| Multi-agent | WhatsApp Web hack | Native multi-user |
| Routing | Manual | Round-robin / skill / dept |
| SLAs | None | Per-priority enforcement |
| Analytics | Screenshots | Live dashboards + exports |
| Internal collaboration | Side chat (Slack) | In-thread notes & @mentions |
Honest, focused on team collaboration, support operations, assignment, analytics and scalability.
See deep dives: vs WATI, vs Interakt, vs Respond.io, vs Gallabox, vs AiSensy.
The shared inbox is one piece. Pair it with these and you have a full WhatsApp growth + operations stack.
Contact intelligence, pipelines and lifecycle automation.
Deflect 40–70% of intents before a human even sees them.
Triggers, journeys, escalations and recovery flows.
Official API access, templates and number provisioning.
The full marketing + operations platform overview.
Everything from agent licensing to SLA enforcement to migration.
A shared WhatsApp inbox lets multiple support and sales agents reply from a single official WhatsApp Business number, with ownership, routing, internal notes and analytics — without sharing a phone.
Unlimited agents on a single WhatsApp Business API number, each with their own login, role and visible identity inside the inbox.
Yes — every reply can include the agent name. Customers experience one continuous conversation, while you keep individual accountability internally.
No. Conversation ownership locks a chat to one agent. Teammates can still leave internal notes or @mention each other privately.
You can assign manually, by round-robin, by load, by department or by skill. Assignment can also be triggered by tag, intent or business hours.
Notes are messages visible only to your team inside a customer thread. Use them to share context, loop in supervisors, or document a decision.
Yes. Supervisors get live wallboards, can read any conversation in real time, whisper to agents, or take over a chat.
Yes — route by language, product, certification, region or any custom attribute on the agent or customer.
First response time, average resolution time, agent productivity, CSAT, open and resolved volumes, missed messages and team utilization — per agent, team and tag.
Yes. Define P1–P4 (or custom) priorities with response and resolution targets, plus escalation rules when SLAs breach.
An SLA breach, a customer keyword, a tag or a manual action can escalate a chat to a tier-2 queue, a supervisor or another department with full context preserved.
Yes — operate multiple WhatsApp Business numbers as a single workspace, with per-number routing and per-team views.
Yes. Native iOS and Android apps mirror the web inbox, with push notifications, mentions and assignment alerts.
LandinChat connects to Shopify, WooCommerce, HubSpot, Zoho, Razorpay, Shiprocket, Google Sheets, Zapier and Make — and exposes a full webhook + REST API.
End-of-shift reports auto-summarize open chats, owners, SLAs at risk and notes, so the next shift starts informed.
Yes — Sales, Support, Billing and Tech each get their own queues, KPIs and permissions, while supervisors see across all.
Yes. Pipelines, lead tags, owner rules and follow-up reminders make it equally suited for sales pipelines and support queues.
Every conversation, order, ticket, note and tag is on a single customer timeline, available the moment a chat opens.
Bots deflect FAQ and structured intents; when a customer asks for a human or hits a defined trigger, the chat is auto-assigned with full bot transcript and context.
Routing balances load across available agents, queues prioritize by SLA tier, and supervisors can dynamically re-skill the team from the wallboard.
Yes — QA reviewers can sample chats, score against a rubric, and feed results back to agent dashboards.
Most teams go live within 24–48 hours, including WhatsApp Business API approval, number migration, agents, departments and basic routing.
Yes. We support number migration, contact import and template porting — usually completed in under a week.
End-to-end TLS, role-based access, audit logs, IP allowlists, SSO/SAML and configurable data retention.
Yes — a test workspace and demo number let you trial routing, automations and integrations before go-live.
Pricing scales by agent seat and active conversations. See the pricing page for plans by region and currency.
Yes — agency mode supports multiple workspaces, per-client branding, isolated data and rolled-up reporting.
Yes — interface localization, language-based routing, and per-language canned replies and templates.
All transcripts and KPIs can be exported to CSV; reports can be scheduled to email or pushed to your BI tool.
Start a workspace and run your real team through a sandbox — most managers validate fit in under an hour.
500+ businesses worldwide run their support and sales on LandinChat — official Meta Tech Partner.