Use case

Shared WhatsApp inbox for your whole team

Endelir is a shared WhatsApp inbox: one business number for your whole team, every conversation assigned to a person, the full history in view, and no two people answering the same customer. A customer should not have to know which of your staff is on duty. Endelir puts every conversation on your business number into one workspace, gives each person their own login, and makes it clear who owns which chat.

Updated 29 September 2026 · Written by the Endelir team

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One phone, one person, and everyone else guessing

Most businesses start with the WhatsApp Business app on a single handset. It works until it doesn't: the phone is with whoever had it last, two people answer the same customer with different prices, and when someone leaves they take the conversation history with them.

The workarounds are worse. Sharing one password means nobody can tell who said what. Forwarding screenshots to a group means the customer waits while your team talks to itself. And none of it survives the person who set it up going on leave.

One number, separate logins, clear ownership

Endelir connects your business number to the WhatsApp Business Platform and puts every conversation into a shared inbox. Each member of your team signs in as themselves — no shared password, and you remove one person without disturbing the rest.

Each conversation can be assigned to a person, so ownership is visible before anyone starts typing rather than discovered afterwards. Anyone who opens a chat sees what was said before, including messages handled by someone else, so the customer is not asked the same question twice.

How it works

1 A message arrives Someone writes to your business number — from an ad, a website button, a QR code, or because they already had it.
2 The contact is recognised If they have written before, the conversation opens with their history and any details your team saved against them.
3 It goes to a person The chat is assigned to whoever should handle it — by hand, or by a chat flow that asks what the customer needs first.
4 Your team sees who owns it The assignment is visible in the inbox, so nobody else starts a second reply to the same person.
5 It can move A sales enquiry that turns into a billing question is reassigned without the customer starting again.
6 Automation steps back If a chat flow was running and a person takes over, the automation stops for that conversation until it is released.

What this looks like in practice

A property company runs three ads and has four people answering. Before Endelir, the enquiries arrived on one phone at the front desk, and the agent who was out on a site visit never saw them.

Now the same number feeds one inbox. A flow asks whether the enquiry is about buying, renting or an existing agreement, and hands it to the right person on the team. The manager can see, at a glance, which conversations have an owner and which are still waiting for one.

What can happen next

A person answers The assigned team member replies from the shared inbox. The customer sees your business, not an individual's phone.

A flow handles the first step A configured chat flow can ask qualifying questions and save the answers before a person is involved.

It gets reassigned Ownership moves to another person or team, and the history moves with it.

A person takes over from automation Taking over pauses the automation on that conversation, so the customer is not answered twice by two different things.

Details are saved to the contact Answers collected in a flow are written onto the contact record, where the next person can see them.

It reaches your other systems A flow step can call your own URL, so a qualified enquiry can reach your CRM as it happens.

Who this suits

Real estate Four agents, one enquiry line, and each viewing request owned by a named person. Hotels and resorts Reservations, front desk and billing all answering from the same number without stepping on each other. Clinics Reception handles appointments; anything clinical is passed to the right person rather than answered at the desk. Car dealerships Sales and service share the number, and a service question never lands in a salesperson's lap. Education and coaching Admissions answers new enquiries while the academic team handles existing students.

Retail and D2C Order questions and pre-sales questions reach different people, on the number printed on the packaging.

What to know before you set it up

Once a number is connected to the WhatsApp Business Platform it can no longer be used in the ordinary WhatsApp or WhatsApp Business app on a handset. Many businesses take a fresh number for this reason and keep the old one for staff.

Replying to a customer who wrote to you first needs no template — you have a service window in which to answer freely. Starting a conversation, or answering after that window has closed, uses a message template Meta has approved in advance. Endelir keeps track of which situation you are in.

How many people can sign in depends on your plan. The seat count for each plan is on the pricing page, and the software enforces it exactly.

What to watch

How quickly a new conversation gets its first reply
How many conversations are sitting without an owner
How many are reassigned, and where they go
How the load is spread across your team
How many enquiries reach a person at all

Use cases WhatsApp broadcasts Reach opted-in customers with permission-based WhatsApp campaigns. Build an audience from a contact group, sen… Use cases Lead qualification Ask each enquiry the questions your sales team needs answered, save the replies onto the contact record, and r… Use cases Lead generation Turn ad clicks, QR scans and website taps into conversations on your business number. Endelir creates the cont…

Questions people ask

Can several employees use the same WhatsApp business number?

Yes. That is what the shared inbox is for. Your business number is connected once, and each member of your team gets their own login rather than sharing one password. You can add someone, or remove someone who has left, without touching the number or disturbing anyone else's access. How many people can sign in at once depends on your plan.

How do you stop two people replying to the same customer?

Each conversation can be assigned to a person, and the assignment is visible in the inbox before anyone starts typing. In practice that is what prevents the duplicate: your team can see the chat already has an owner. If a chat flow is running and someone takes over by hand, the automation stops on that conversation, so the customer is not answered twice by two different things.

Can chats go to different departments?

Yes. A chat flow can ask the customer what they need — sales, an existing order, billing, something else — and hand the conversation to the right team based on the answer. The customer keeps writing to the same business number throughout and never sees the routing happen.

Can someone see what the customer said before?

Yes. Opening a conversation shows its history, including messages handled by other people, along with any details saved against that contact. Someone picking up a conversation for the first time can read what has already happened instead of asking the customer to explain it again.

Can a conversation be moved to someone else?

Yes, and the history moves with it. A sales enquiry that turns into a billing question is reassigned rather than restarted, so the customer is not asked to write to a different number or repeat themselves.

Can automation and people share the same inbox?

Yes. A chat flow can handle the first step — asking what the enquiry is about, collecting a name and a requirement — and a person takes over from there. Taking over pauses the automation for that conversation, and everything the flow collected stays part of the same customer record.

What happens to the conversations if someone leaves?

They stay. The conversations belong to your workspace, not to the person who happened to answer them, so removing someone's login does not remove the history. This is the main practical difference from running the business on one person's handset.

One number. One history. The right person on every conversation.

Connect your business number and put your whole team on it. We set the number up with you on a call — it is not a help article and not a chatbot.