Your team’s inbox for WhatsApp.
A shared inbox for customer conversations. Pick up the thread and bring in the right teammate.
Every conversation, ready for your team.
Bring customer messages, teammate replies and agent conversations into one inbox on Bird’s WhatsApp platform. Choose who takes the next reply, with labels and the service window in view.
Conversations
Example workspace| Conversation | Message | Labels | Assignee | Last message |
|---|---|---|---|---|
MC +1 415 555 0123 | Thank you. Could someone check that for me? | Delivery | With agent | 12:15 |
NW +1 415 555 0148 | Thanks, I’ll collect it this afternoon. | Collection | Unassigned | Yesterday |
AP +1 415 555 0176 | It arrives assembled. Just unpack it and it’s ready to use. | Product enquiry | You | 11:48 |
Showing 3
Give the next reply a clear owner.
Start with Assigned to me for your conversations, Unassigned for work waiting on a teammate, or With agent to see what the AI agent is handling. Number, assignee and label filters help you find the exchange you need.
Labels such as delivery, collection and product enquiry stay with the conversation. Use them to organize the queue as the customer’s request changes.
Take over with the thread in view.
Read the customer’s exchange with Meta business agent before stepping in. Choosing You or a teammate under Assignee takes control from the agent, so the person helping can continue the conversation.
Hand control back when you’re ready.
When your part is complete, choose AI agent to let it respond again. Handback is an explicit action. Assigning the conversation changes who is responsible without sending a message to the customer.
Reply with the detail the customer needs.
Send a photo, video, document or audio file alongside the conversation. Quote a specific message when an answer needs context, then follow the reply’s delivery status in the thread.
The service window shows whether a free-form reply is available and how much time remains. When it closes, wait for a new customer message or send an eligible approved template through the template workflow.
Read the reply and attachment guideYes. The garden entrance is step-free. Here’s the arrival guide with a map.
You · Delivered
Start with your connected number.
Turn on Enable conversations in your number’s settings to save new messages in the inbox. Earlier messages are not added. Enabling an agent also turns conversations on for its number.
Your team needs WhatsApp sending permission to reply, assign conversations and manage labels. Enabling conversations or handing control to an AI agent requires WhatsApp management permission.
Enable conversations for your numberNumbers & profiles
Studio support
Enable conversations
Save new messages and let your team reply from the inbox.