Guide
Using the Shared Team Inbox
How the Mersal shared inbox works: assign and own conversations, use quick replies, set team roles, and read reports — so nothing slips.
The shared inbox brings every WhatsApp and SMS conversation into one place your whole team can work from. Here is how to use it.
One inbox for every conversation
Instead of messages living on one person’s phone, every reply lands in a shared inbox where your team can see, assign and answer together.
Assign and own conversations
Assign a conversation to an agent so ownership is clear. Everyone can see status, and nothing gets answered twice or missed.
Quick replies and saved responses
Save your most common answers as quick replies and insert them in a tap — consistent, fast responses for repeat questions.
Roles and reporting
Set roles so the right people have the right access, and use reports to track volumes, response times and team performance.
Key takeaways
- Every conversation lands in one shared inbox.
- Assign for clear ownership; quick replies for speed.
- Roles and reports keep the team aligned.
Frequently asked questions
Yes. A whole team replies from one WhatsApp number, with clear ownership.
Manually to an agent, or automatically by your routing rules.
Yes. Reporting shows volumes and response times across the team.
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