Why one phone stops working for a team
When a business runs on one phone with the WhatsApp Business app, only the person holding it can reply. Chats get missed during lunch, nobody knows who answered what, and when that staff member leaves, the history leaves with the handset.
A shared inbox moves the conversations to a dashboard. Staff sign in with their own email and reply from the connected business number. Nobody needs a SIM, a second handset or a personal WhatsApp account.
Multiple WhatsApp numbers in one inbox
Many businesses have more than one number: one per branch, one for sales and one for support, or one per brand. In Chatzyn each number is connected separately, through Meta's official sign-up, and all of them can sit in one workspace.
Each number can have its own automations, and you can restrict which agents may see or answer which number. Owners and admins see every number. The conversation list can be filtered to a single number or channel when someone only works on one.
Instagram DMs and Facebook Messenger conversations arrive in the same list as WhatsApp, and Instagram comments have their own tab in the same inbox, so a customer who writes on Instagram and then on WhatsApp is handled in one place.
How many numbers you can connect depends on your plan. See Pricing.
See also:Plans and pricing
Assignment, so every chat has an owner
- New chats go to an agent or to a team, round-robin or by rule. Several teams, such as Sales and Support, are available on Growth and Pro.
- Assignment is claimed once: if two things try to assign the same chat at the same moment, only the first one wins, so a chat never ends up with two owners.
- Roles: owner, admin, agent and viewer. An agent sees the conversations that are theirs, not the whole workspace.
- Hand a chat to a colleague when it needs someone else.
Business hours and reply targets
Set when you are open, for the workspace or per team, and how fast you aim to answer. A conversation that passes the target is raised before the customer has to chase it.
If you do not set business hours, Chatzyn treats the business as open all the time rather than never open, so targets still apply.
Tools agents use every day
- Quick replies: saved answers inserted with a /shortcut.
- Labels: colour-coded tags for sorting chats.
- Internal notes that the customer never sees.
- Resolve a thread, or set a follow-up reminder that notifies you when it falls due.
- The contact's full history across channels beside each chat.
- AI help for agents on paid plans: draft a reply, summarise a long thread, translate it or change its tone. The agent reads it and decides what to send.
- Voice notes: record and send them from the inbox, and play the ones customers send.
Can we keep using the WhatsApp Business app?
Yes, on eligible numbers. Meta's Coexistence mode lets the WhatsApp Business app keep working on the same number while the team replies from Chatzyn. Messages you send from the phone app after connecting show in Chatzyn, and replies sent from Chatzyn show on the phone.
A personal WhatsApp account (the green app) cannot be connected. Move it to the free WhatsApp Business app first; your chats are kept.
Questions people ask
Can multiple people use one WhatsApp Business number at the same time?
Yes. With a shared inbox on the WhatsApp Business Platform, every agent signs in with their own login and replies from the same business number at the same time.
Can I manage multiple WhatsApp numbers in one dashboard?
Yes. Connect each number to the same Chatzyn workspace. Each one can have its own automations and its own list of agents allowed to see and answer it; owners and admins see every number. The number limit depends on your plan.
Do agents need their own phone or SIM?
No. Agents work in the browser with their own email login. The number stays connected to the business through Meta's Cloud API.
Can an agent see every conversation?
No. Agents see only the conversations assigned to them. Owners and admins see everything, and you can restrict which numbers each agent may see or answer.
Is this the same as WhatsApp Web linked devices?
No. Linked devices mirror one person's account. A shared inbox runs on Meta's official WhatsApp Business Platform, with separate logins, assignment, notes and reports for the whole team.
Can Instagram messages come into the same inbox?
Yes. Instagram DMs and story replies, and Facebook Page Messenger chats, arrive in the same conversation list as WhatsApp. Instagram comments have their own tab in the same inbox.