One unified inbox for every customer conversation.
Works across WhatsApp, Instagram, Facebook, Telegram, and web chat
Shared inbox: every conversation visible and assignable
The whole team sees the same inbox, with each conversation showing its department and assigned agent at a glance — no more screenshotting a chat into a group to hand it off.
- One inbox, unlimited agents per your plan's seat limit
- Assign a conversation to a specific teammate
- Unassigned conversations stay clearly marked, not hidden
Know when a teammate is already on the same chat
If two agents open the same conversation, a live banner shows who else is viewing it right now, refreshed automatically — so replies never collide or get sent twice.
- Real-time indicator when more than one agent is viewing a chat
- Updates automatically as agents open and leave a conversation
- Prevents duplicate or conflicting replies to the same customer
Organize by team, not just by agent
Group agents into departments like Sales, Support, or Billing, and route conversations there — useful once a team is big enough that individual assignment alone gets hard to manage.
- Create departments that match how your business is actually organized
- See open conversation counts per department at a glance
- Optional — small teams can skip departments and assign directly
Sales
4 agents
Support
3 agents
Billing
2 agents
What's included
Everything a real unified inbox needs
Chat sidebar, assignment, departments, and live viewing status — standard team-inbox capability, not a differentiator claim.
Questions
Unified & shared inbox FAQs
QWhat is a unified inbox?
A unified inbox is a single screen where customer messages from every channel — WhatsApp, Facebook, Instagram, Telegram, web chat and email — arrive together, instead of switching between apps. Your team sees every conversation in one place, and who owns each one.
QWhat's the difference between a unified inbox and a shared inbox?
A shared inbox means several agents work on the same channel (one WhatsApp number, say). A unified inbox brings several different channels into one screen. RABTCRM gives you both: multiple channels, worked by your whole team.
QCan more than one agent reply from the same WhatsApp number?
Yes — that's the whole point: any number of agents can access the same WhatsApp number from their own accounts, with each conversation assigned to one agent to avoid overlap.
QHow does the "who's viewing" indicator work?
When more than one agent opens the same conversation at the same time, an instant banner shows who else is viewing it, so the team avoids sending two conflicting replies.
QAre departments required?
No — you can use simple single-agent assignment with no departments, or organize your team into departments (Sales, Support, Billing) as your team grows.
QWhat happens to unassigned conversations?
They stay visible to the whole team with a clear "Unassigned" marker, so a new customer conversation never gets lost between agents.
Related reading
How Did Rabt CRM Help a Company Manage Hundreds of WhatsApp Conversations Every Day?
Learn how Rabt CRM helps businesses organize hundreds of WhatsApp conversations every day, assign them to team members, automate responses, and improve customer management.
What Is WhatsApp CRM? The Complete Guide to Managing Customer Conversations and Sales
Learn what WhatsApp CRM is, how it works, its key features, and how businesses can use it to manage customer conversations, automate sales, and improve team performance.
WhatsApp Shared Inbox for Small Businesses: The Complete Setup Guide
Learn how to set up a WhatsApp Shared Inbox for small businesses, manage and assign conversations to employees, and use automation and AI.