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Inbox · Phase 1

One WhatsApp number, a whole team that doesn't collide.

The shared inbox is where most of your day happens. We built it the way Chatwoot built customer support — assignment, notes, canned replies, labels, SLA — and added the things WhatsApp-first teams actually need.

trinetracrm.com/inbox

Today · 8

Priya Sharma

Hot

Bhaiya 2BHK ka rate kya hai?

Rohit Kumar

New

Demo book kar lijiye please

Megha Patel

Active

Site visit Saturday possible?

Aisha Khan

Cold

Pricing share karein

Priya Sharma

Assigned to @raj · SLA 47m left

Urgent
2BHK ka rate kya hai?
Namaste 🙏 Sector 22 ka 2BHK ₹85L se start hota hai. Carpet area 950 sqft.
📝 Internal note · Riya
Loan pre-approved hai SBI se. Site visit set karwa lo.
Reply Note /site-visit

The problem

One WhatsApp number, three agents, total chaos.

Most Indian SMBs handle WhatsApp on personal phones. Customer messages a single number, three agents reply, two of them say the same thing, and the customer is told different prices by different people in the same hour.

The competitors call this "shared inbox" but treat it as a checkbox feature. We treat it as the centre of the product — because that is where your business actually happens, eight hours a day.

Six things you get

Built like a real CRM, not a glorified messaging tab.

01

Multi-agent assignment

Assign conversations to specific agents. Each one sees only what is theirs unless they have manager-level access.

02

Reply / Note tabs

Switch between replying to the customer and posting an internal note for the team. The customer never sees your notes.

03

Canned responses

Slash-trigger (`/`) inserts saved snippets with variables (name, business, last-order-id) auto-filled.

04

Conversation labels

Coloured labels + 4-level priority pill (Low / Medium / High / Urgent) for your queue triage.

05

SLA + response timers

Each conversation shows time-to-first-response and time-to-resolution. Plan-defined SLA targets visible inline.

06

Smart contact panel

Side panel shows full lead history, custom fields, last 10 messages from anywhere — even other agents.

Who uses this most

Three industries the Inbox is built for.

01

Real-estate agencies

1 number, 5 agents, 600 leads. Agents see only their assigned chats. Manager sees everything.

02

Coaching academies

12 admissions counsellors share a number during peak season. Canned replies cut scripted-question time by 60%.

03

D2C support teams

Order-related queries get auto-labelled by source (Shopify webhook). Priority pill flags refunds.

FAQ

Common questions about the Inbox.

Will my agents see each other's conversations?
Only if you let them. Each conversation has an assigned agent. Agents see only their assigned conversations by default; managers see everything. You set the rule per role.
Can I import canned responses from another tool?
Yes — paste a CSV or JSON, or copy from your existing WhatsApp CRM account. Variable syntax is the standard `{{name}}` format.
Does it work on mobile?
Web-first today (works fine in mobile browser). Native mobile inbox app ships in I-02 (Q2 2027). Web is responsive at 375px+ — full agent flows tested on phone-sized viewports.
How does SLA work?
Each plan has a default SLA target (Free 24h, Starter 8h, Growth 4h, Pro 1h). The conversation header shows time-to-respond live. Breach triggers a yellow banner, not a fine.

Run your team off one WhatsApp number.

Starter covers a single agent. Growth + Pro plans add multi-agent assignment, SLA, and priority lanes. Every plan ships with a 14-day free trial.

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