One inbox. Every customer chat. Your whole team.
Every WhatsApp, Instagram, Facebook, website and email conversation in one shared inbox your whole team can answer, on laptop or phone.
“Our WhatsApp lives on one phone.”
Wakflow Inbox
Conversations
Replaces
- Freshdesk
- Zendesk
- Intercom
- The office phone passed around
Measured, not promised.
Our own brands and client numbers, since Nov 2025 · as of 27 Sep 2026
- customer conversations
- 20,407
- messages handled
- 320,557
- customer profiles
- 17,400
What you say today. What changes.
Our WhatsApp lives on one phone.
Your number, answered by your whole team.
I don't know who promised the customer what.
Every chat has one clear owner and a full history.
Our leads are in five different places.
WhatsApp, Instagram and email in one inbox.
How it works, step by step.
6 steps, and our team does them with you, so you never manage the software.
Step 1: We set up your workspace
Your own private inbox, your team members and their access, in a day.
Step 2: You connect your channels
Scan a QR code for your WhatsApp number, or connect the official API. We add Instagram, Facebook, your website chat bubble and your email as needed.
Step 3: We load your playbook
Saved replies, labels, teams, business hours, assignment rules and one-click macros written for your business.
Step 4: Your team starts answering
On the laptop or the mobile app. Each chat has an owner, a status and a full history.
Step 5: The AI takes the first reply (optional)
Routine questions are answered in seconds, day and night. Anything that needs a person lands with your team.
Step 6: You watch the numbers
Live view, weekly reports and satisfaction scores show how the team is doing.
Everything it does. 96 features.
Every channel in one inbox
- WhatsApp by QR code
- Link your existing WhatsApp or WhatsApp Business number by scanning a QR code. It appears as its own inbox and your whole team answers from it. No Meta approval needed.
- Official WhatsApp Business API
- Connect a verified WhatsApp number with approved message templates, green-tick eligibility and ad-click details, for businesses that need scale and official status.
- Website live chat
- A chat bubble for your website in your colours, with your logo, welcome text, reply-time message, file upload and dark mode. Works on WordPress, Shopify, Wix, Webflow, custom sites and mobile apps.
- Know who is chatting
- Your website or app can pass the logged-in customer's name, phone, plan or order details to the chat, securely checked so nobody can pretend to be someone else.
- Chat continues by email
- If a website visitor leaves before you reply, your answer reaches their email and they can carry on from there.
- Shared email inbox
- Connect support@ or info@ from Gmail, Microsoft 365 or any mail server. Every email gets an owner and a status.
- Facebook Messenger
- Answer your Facebook Page messages from the same screen.
- Instagram DMs
- Answer Instagram direct messages, story replies and mentions alongside WhatsApp.
- TikTok messages
- Reply to TikTok business account messages from the inbox.
- Telegram
- Connect a Telegram bot so Telegram chats become conversations.
- LINE
- Serve customers in Japan, Thailand and Taiwan on the messenger they use.
- Two-way SMS
- Text customers who are not on WhatsApp, and read their replies in the same place.
- Connect any other source
- App chats, portals, form submissions, X (Twitter) messages or your own systems can be plugged in as an inbox by our team.
- Voice calls in the browser
- Take and make phone calls and WhatsApp calls from the inbox. Calls are recorded, transcribed and saved on the customer's timeline.
- Video calls
- Start a video call from a conversation: a consultation, a virtual site visit or a product demo.
Replying fast, as a team
- One shared list with statuses
- Open, Pending, Snoozed and Resolved, with Mine, Unassigned and All tabs. Everybody knows what is waiting.
- Private notes and @mentions
- Discuss a customer inside the chat without the customer seeing it, and tag a colleague for help. No more side conversations in staff WhatsApp groups.
- Saved replies
- Type "/" and a short code to insert a ready answer. We can pre-load a set of replies written for your industry.
- Personalised variables
- Saved replies fill in the customer's name, the agent's name and other details automatically.
- Signatures
- Each team member can add a signature to their replies.
- Files, voice notes and replies to a message
- Send photos, PDFs and emoji, record a voice note from the laptop, and reply to a specific customer message.
- Priority
- Mark chats Urgent, High, Medium or Low and sort by priority, so VIP and urgent customers are handled first.
- Labels
- Tag chats and customers — "hot lead", "complaint", "refund" — and use the tags for filters, rules and reports.
- Snooze
- Hide a chat until tomorrow or next week. It comes back on its own, so "call me next week" is never forgotten.
- Saved filters and folders
- Save views like "hot leads from Instagram this week" so each person sees what matters to them.
- Bulk actions
- Select many chats and assign, label, snooze or resolve them together after a campaign or festival rush.
- Collision alerts
- See when a colleague is already looking at or typing in the same chat, so a customer never gets two answers.
- Delivery and read ticks
- See whether a message was sent, delivered and read before you follow up.
- Keyboard shortcuts and command bar
- Press Ctrl+K to do anything fast.
- One-click macros
- Run a set of steps with one click — send the price list, tag the lead, assign it to sales and add a note.
- Email a transcript
- Send a full copy of a conversation to the customer or to a colleague.
- Translate messages
- Translate a customer's message into your team's language inside the chat.
- Cards, forms and buttons on website chat
- Collect details and guide visitors with options they can tap.
- Auto-resolve quiet chats
- Close conversations automatically after a period of no activity to keep the list clean.
- Required fields before closing
- Make staff fill in details such as "reason" or "deal value" before they resolve a chat.
- Search everything
- Find any old message, customer or conversation in seconds, with deep search for large histories.
- Alerts that reach people
- Browser push, email, mobile push and sounds for new chats, assignments and mentions.
- Mobile apps for Android and iPhone
- Owners and field staff answer customers from their phones.
- Your language, light or dark
- The screens are available in 57 languages including Hindi, Bengali, Tamil, Malayalam and Urdu, with a dark mode.
Team and routing
- Unlimited team members
- Add as many staff as you need, choose which inbox each person can see, and set who is online, busy or offline.
- Teams
- Group people into Sales, Support, Accounts or any department, and assign chats to a team.
- Automatic assignment
- New chats are shared fairly between the people who are online.
- Workload limits
- Set how many open chats each person can hold, with smarter distribution for larger teams.
- Custom roles
- Decide exactly who can see contacts, delete data or view reports.
- Business hours and away messages
- Set working hours per inbox and send an automatic reply outside them.
Automation, AI and bots
- If-this-then-that rules
- For example: any message containing "refund" goes to Accounts with high priority. Rules can assign, tag, reply, email, snooze, resolve or call another system.
- Bring your AI agent
- Our AI WhatsApp Agent answers first and hands difficult chats to your team inside the same inbox.
- Existing chatbot support
- If you already use a Dialogflow bot, it can plug in too.
- Customer satisfaction surveys
- After a chat is resolved, the customer rates the service and can leave a comment — on website chat, email or WhatsApp.
- Coaching notes on ratings
- Managers add review notes on survey answers to coach staff.
- Proactive website messages
- Greet visitors on chosen pages after a set time — "Need help choosing a plan?" — to start more conversations.
- WhatsApp and SMS campaigns
- Send an approved template to a segment of customers and answer their replies in the same inbox.
- Built-in AI assistant
- An AI that answers customers from your documents and FAQs, only in the inboxes and hours you choose, and hands over to a person when needed.
- Train the AI on your website
- Add website links and files; the assistant reads them and keeps them in sync.
- FAQ suggestions
- The assistant builds FAQs from your documents and suggests new ones from resolved chats for your approval.
- Customer memory
- The AI remembers useful facts about each customer, such as preferences and past issues.
- AI copilot for staff
- Drafts replies, summarises long chats and answers staff questions from your knowledge base, so a new joiner works like an expert.
- AI that checks your systems
- The assistant can look up an order status or a free booking slot live, through tools we connect to your systems.
- AI performance reports
- See how the AI performs and which questions it could not answer, so you know what information to add.
- Reply suggestions and rewrite
- Suggested replies, "improve this message" in a professional or friendly tone, and one-click conversation summaries.
- Voice note transcription
- Customer voice notes are turned into text next to the message, so staff can read them quickly.
- Senior-team alerts you can answer from WhatsApp
- When the AI needs a senior person, a summary of the case lands on the manager's WhatsApp. The manager simply replies, and the answer reaches the customer as a polished message.
- Failed-message alerts
- If a reply cannot be delivered — the customer is not on WhatsApp, or the phone went offline — a note appears inside the chat so staff know to call instead.
Customer profiles
- Customer profiles
- Every customer gets one profile with name, phone, email, social profiles, location, notes and every past conversation across channels. Import and export by spreadsheet, merge duplicates and block spammers.
- Companies
- Group customers under their company — useful for distributors, manufacturers and B2B sellers.
- Your own fields
- Add fields such as "City", "Order ID", "Plan" or "Travel date" to customers and conversations.
- Segments
- Save customer filters such as "Mumbai customers tagged VIP" for campaigns and reports.
- Customer notes
- Team memory on the profile: "prefers a call after 6 pm".
- Pre-chat form
- Ask website visitors for name, phone, email and custom questions before the chat starts, so every chat becomes a lead.
- Visitor details
- See the visitor's browser, device, current page and city.
Help centre
- Self-service help site
- Publish FAQs, how-to guides and policies on your own domain, in several languages, with your colours, videos and article statistics.
- Answers inside the chat bubble
- Visitors search and read help articles right inside the website chat.
- Smart help search
- Search that understands what the customer means, not only exact words.
Reports
- Live view
- Open and unattended chats and who is online, right now.
- Conversation reports
- Volume, first reply time, resolution time and trends, with drill-down into messages.
- Agent, inbox, label and team reports
- Know your best performer, your busiest channel and your top complaint reasons.
- Satisfaction reports
- Ratings and customer comments over time.
- Bot reports
- How many chats the AI handled and how many it handed to people.
- Response-time targets
- Set first-reply and resolution targets and track every breach.
- Download as a spreadsheet
- Export report data for Excel, Google Sheets or a presentation.
- Conversation quality checks
- Automatic monitoring and scoring of conversations for larger teams.
Connections
- Instant updates to your other systems
- Every new chat, message and customer update can be sent to your CRM, sheets or automations the moment it happens.
- Side-panel apps
- Show your CRM record, orders or bookings right next to the chat.
- Slack
- Get chats and alerts in Slack, and reply from Slack.
- Linear
- Create and link Linear issues from a conversation.
- Shopify
- See the customer's Shopify orders inside the conversation.
- LeadSquared
- Sync customers and conversation activity to LeadSquared.
- Full developer access
- Complete APIs and real-time events, so we can connect the inbox to anything you use.
- Move from your old tool
- We bring your data across from Intercom, Zendesk, Freshdesk or Front.
Security, control and your brand
- Separate workspace per business
- Each business or branch gets its own private workspace.
- Two-step login
- Protect every login with an authenticator app.
- Single sign-on
- Staff log in with your company's Google Workspace, Microsoft or Okta account.
- Activity log
- A record of who did what and when.
- Your brand, not ours
- The chat bubble and emails carry your brand.
- Emails from your own domain
- Replies and notifications go out from your domain in your branded design.
- Data control
- Choose the account language and auto-close timing, export your data, and keep every conversation on your own private workspace — helpful for India's DPDP Act.
Plugs into the rest of Wakflow.
Inbox talks to 13 other Wakflow products. Start with one; connect the rest later without starting over.
- WhatsApp ConnectEvery WhatsApp number you link by QR code appears as its own inbox; customer messages arrive in real time and your team's replies go out on WhatsApp from the business number. Official WhatsApp API numbers connect to the inbox directly.
- AI WhatsApp AgentThe AI answers first inside the same conversation; when a customer needs a person, your team sees the full chat and the senior team gets an alert.
- Lead Capture & CRM SyncEvery new WhatsApp enquiry is saved as a lead with the right phone number, using the customer profile in the inbox when WhatsApp hides the number.
- CRMThe customer's CRM record, deals and bookings show next to the chat, and new conversations can create or update the CRM record automatically.
- AutomateAny event in the inbox (new chat, new message, resolved chat) can start an automation: a follow-up, a sheet row, a Telegram alert or a daily report.
- WhatsApp BroadcastsBroadcast messages sit in each customer's thread, so when a customer replies to an offer your team answers in the same place.
- AI Voice Calling AgentThe details the voice agent sends on WhatsApp during a call show up in that customer's inbox thread, ready for your team to continue.
- Instagram AutomationInstagram DMs can sit in the same inbox as WhatsApp, with comment and DM automations running alongside.
- Dashboard WebsitesThe website we build for you gets the live chat bubble, pre-chat form and proactive messages, all flowing into the inbox.
- Bookings & Payment Follow-upsBooking confirmations and payment reminders sent on WhatsApp appear in the customer's thread, so staff see the whole story before they reply.
- CareYour conversations are backed up every night and the connection between WhatsApp and the inbox is checked every day.
- Personal AI AssistantA daily health report on your inbox, message volumes and disconnected numbers, sent to the owner on Telegram.
- Cold Email EngineInterested email replies can be routed into the same team inbox your agents already use for WhatsApp chats.
Where it earns its keep.
Sales
Every enquiry from ads, Instagram, the website and WhatsApp lands in one list, is assigned to a salesperson in seconds and is followed up with snooze and saved replies
Customer support
Complaints get an owner, a priority and a label; the manager sees first reply and resolution times
Bookings and appointments
Staff confirm, reschedule and answer questions in one thread per customer; the AI handles routine slot questions
Order and delivery queries
"Where is my order?" answered with the order details beside the chat
Collections and payments
Payment reminders and customer replies stay in one thread, with notes on what was promised
Marketing
Replies to broadcasts, ads and campaigns come back to one place and are tagged by campaign
2 more
Owner oversight
The owner reads any conversation, sees who replied and how fast, from the phone
Internal helpdesk
Staff or dealer questions handled as a queue with owners and statuses
Travel and tours
Trip enquiries from ads and Instagram, itinerary PDFs, payment follow-ups, trip-day support
Real estate
Site-visit booking, project brochures, video site tours, lead ownership across a sales team
Clinics, diagnostics and wellness
Appointment booking, report sharing, calls and video consultations
Education and coaching
Admission enquiries, fee reminders, counsellor assignment, parent communication
Retail, D2C and e-commerce
Order status, returns, product questions, Shopify order view, Instagram DMs
Furniture, home and interiors
Catalogue and price sharing, measurement visits, delivery coordination
5 more
Salons, spas and gyms
Booking and rescheduling, membership renewals, Instagram DMs
Hotels and restaurants
Reservations, event enquiries, guest requests during the stay
Automobile dealers and service centres
Test drives, service booking, pick-up updates
Financial services and insurance
Document collection, renewal reminders, strict role-based access and activity logs
B2B distributors and manufacturers
Dealer queries grouped by company, order follow-ups, email plus WhatsApp in one place
Questions about Inbox.
Anything else? Ask us on WhatsApp.
How is it priced?
A one-time setup fee and a monthly plan based on the number of team members or inboxes. There is no per-message charge on a number linked by QR code. On the official WhatsApp API, Meta's own conversation charges are billed at cost. We share a written quote after a short call.
How long does setup take?
A basic inbox with your WhatsApp number and team is usually ready in a day. A full setup with saved replies, labels, teams, rules, a website chat bubble and reports takes a few days. Instagram, Facebook and official WhatsApp connections depend on Meta's approval time.
Can I keep my existing WhatsApp number?
Yes. Link your current number by scanning a QR code and your customers keep messaging the number they already have. You can also connect an official WhatsApp Business API number.
Will my number get banned?
The inbox only sends what your team or your AI agent writes to customers who are talking to you, which is normal business use. Bans come from bulk messages to people who never contacted you. We guide you on safe practice, and for very high volumes we recommend the official API, which we also connect.
Can my staff use it on their mobile?
Yes. There are apps for Android and iPhone with push alerts, so owners and field staff can reply from anywhere. Everything they send goes out from the business number, not their personal one.
Does it work in Hindi and Hinglish?
Yes. Customers can write in Hindi, Hinglish, English or any language, and the team screens are available in Hindi and other Indian languages. Our AI agent replies naturally in Hinglish, and messages can be translated inside the chat.
6 more questions
How many people can use one number?
As many as you need. Many team members can answer from the same number at the same time, and collision alerts stop two people answering the same customer.
What happens when an employee leaves?
You remove their access in one click. The conversations, notes and customer history stay with your business, not in their phone.
Is my data safe?
Each business gets its own private workspace, logins can be protected with two-step verification, and your data is backed up every night. You can export your conversations and customer list at any time.
Can the AI answer and still let my team take over?
Yes. The AI answers routine questions instantly, and when a customer needs a person the chat is right there in the inbox with the whole history. The senior team gets an alert for important cases.
Can I see how fast my team replies?
Yes. Live view shows what is waiting right now, and reports show first reply time, resolution time and volume per person, per channel and per label.
We already use another helpdesk. Can you move us?
Yes. We move your data across from tools such as Freshdesk, Zendesk, Intercom and Front, and set up your team the same day you switch.
Give every customer a fast answer — from one inbox your whole team shares.
Tell us what's slowest in your business today, and we'll show you exactly which Wakflow products fix it — and how fast.
Or email [email protected]