Top 5 WhatsApp Shared Inbox Solutions

Managing WhatsApp communication across teams can be challenging for businesses, especially in the U.S., where customer service demands are high. A shared inbox solution transforms WhatsApp into a team-friendly tool, allowing multiple users to access, assign, and respond to messages efficiently. These platforms also integrate with CRMs like Salesforce and HubSpot, offering centralized customer data and automated workflows. Below, I’ll break down the key features, integrations, and pricing of five leading solutions to help you choose the best fit for your business.

1. TimelinesAI

Focused exclusively on WhatsApp, TimelinesAI simplifies team collaboration with features like real-time chat assignment, internal notes, and message tagging. It integrates with major CRMs (e.g., Salesforce, HubSpot) and supports automation with tools like ChatGPT. Pricing starts at $20 per seat per month, with plans scaling up for additional features like mass messaging and API support.

2. Helpwise

Helpwise centralizes communication across multiple channels, including WhatsApp, email, and social media. Features like collision detection, smart message assignment, and CRM integrations (HubSpot, Zoho) enhance team workflows. Plans start at $12 per user per month when billed annually.

3. Hiver

Optimized for Gmail users, Hiver turns WhatsApp messages into trackable tickets. Automation tools handle repetitive tasks like message assignment, while SLAs ensure timely responses. Pricing begins at $19 per user per month (billed annually).

4. Zoho TeamInbox

Part of the Zoho ecosystem, this solution merges WhatsApp with email and other channels. It offers robust collaboration features and a two-way sync with Zoho CRM. Plans start at $5 per user per month for small teams.

5. Drag

Drag integrates WhatsApp into Gmail, turning messages into tasks within a Kanban-style interface. It’s ideal for teams already using Google Workspace. Pricing starts at $10 per user per month (billed annually).

Each platform has strengths tailored to specific needs – TimelinesAI excels for WhatsApp-heavy workflows, Helpwise is ideal for multi-channel management, and Zoho TeamInbox integrates seamlessly with Zoho products. Choose based on your team’s communication channels, existing tools, and budget.

Whatsapp Shared Inbox & CRM integration demo- TimelinesAI explainer

1. TimelinesAI

TimelinesAI is a dedicated shared inbox solution designed specifically for teams using WhatsApp for professional communication. Unlike platforms that manage multiple communication channels, TimelinesAI focuses solely on WhatsApp, making it a powerful tool for businesses that rely on this platform for team collaboration.

With TimelinesAI, multiple team members can access and manage WhatsApp conversations from a single dashboard. Here’s a closer look at how it enhances team workflows and brings structure to WhatsApp communication.

Key Features

TimelinesAI is built to improve team collaboration on WhatsApp, offering features that streamline communication and enhance productivity.

• Real-Time Chat Assignment: Messages are automatically assigned to team members based on their workload or expertise, ensuring no agent is overwhelmed and all customer queries are handled promptly.
• Internal Notes: Team members can leave private notes visible only to colleagues. This feature is invaluable for shift handovers or when multiple departments work together on complex customer issues.
• Message Tagging and Categorization: Conversations can be tagged and organized by priority, topic, or customer type, making it easier to track recurring problems, identify patterns, and prioritize high-value customers.
• Collision Detection: Prevents duplicate responses by notifying agents when someone else is already handling a conversation.
• Group Chat Management: Teams can manage WhatsApp group chats seamlessly while maintaining full visibility of the conversation history. This ensures any team member can quickly pick up where others left off.

CRM Integrations

One of TimelinesAI’s strengths is its seamless integration with major CRM platforms, including Salesforce, HubSpot, Zoho, Pipedrive, and monday.com. These integrations automatically sync WhatsApp conversations with customer records, logging messages, timestamps, and agent notes for a complete communication history.

The Chrome extension enhances workflow by allowing agents to initiate WhatsApp messages directly from CRM contact pages. Additionally, trigger-based workflows enable automatic updates to deal stages, creation of follow-up tasks, or assigning leads to specific team members based on WhatsApp interactions. These integrations enable businesses to link their WhatsApp communication directly to their sales and customer service processes.

Automation

TimelinesAI takes automation to the next level by combining CRM functionalities with smart tools like ChatGPT. It supports automated responses, chat summaries, and mass messaging campaigns, all designed to save time and improve engagement.

• Pre-Configured Responses: Frequently asked questions are handled effortlessly with pre-set templates that feel natural and conversational. These responses can be customized based on customer type, time, or specific keywords.
• Mass Messaging Campaigns: Businesses can send targeted messages to large audiences while adhering to WhatsApp’s messaging policies. Adjustable sending rates ensure efficient delivery.
• Zapier Integration: TimelinesAI connects with over 3,000 third-party apps through Zapier. For example, a new WhatsApp inquiry can trigger the creation of a Zendesk support ticket, notify a team on Slack, and log the interaction in Google Sheets for later analysis.

Pricing

TimelinesAI offers pricing plans tailored to different team sizes and needs:

• CRM Integration Plan: Starting at $20 per seat per month, this plan includes WhatsApp-to-CRM connectivity, messaging automation, and ChatGPT-based summaries. It supports one WhatsApp account per seat and is ideal for small teams integrating WhatsApp into their CRM workflows.
• Shared Inbox Plan: Priced at $32 per seat per month, this plan adds collaboration tools like a shared inbox, advanced message filtering, analytics, and bulk reply options. It removes the one-account-per-seat limitation, making it a great choice for teams that need robust collaboration features.
• Mass Messaging & Automation Plan: At $48 per seat per month, this plan includes advanced automation, flexible sending rates for large campaigns, and upcoming support for WhatsApp Business API, catering to high-volume messaging needs.
• Business Plan: Designed for enterprise customers, this plan offers custom features, premium support, and tailored integrations. Pricing is available upon request.

TimelinesAI’s flexible pricing and feature-rich plans make it a valuable tool for teams of all sizes, from small businesses to large enterprises. By focusing exclusively on WhatsApp, it ensures businesses can get the most out of their communication efforts.

2. Helpwise

Helpwise brings shared inbox functionality to multiple communication channels, making it easier for teams to manage customer interactions. By centralizing WhatsApp conversations alongside other platforms into a single dashboard, Helpwise streamlines communication and collaboration.

The platform provides a dedicated WhatsApp shared inbox, allowing teams to send and receive messages, including media, directly from the Helpwise interface. Here’s a closer look at its standout features and integrations that simplify WhatsApp communication management.

Key Features

Helpwise offers a comprehensive communication platform with robust WhatsApp capabilities, designed to enhance team collaboration and efficiency.

• Real-Time Messaging: Teams can send and receive WhatsApp messages instantly, including media attachments, with real-time status updates such as Read, Sent, and Delivered.
• Collision Detection: Prevents multiple team members from responding to the same query, ensuring consistent and non-duplicative communication.
• Conversation Assignment and Tagging: Managers can assign specific conversations to team members and use tags to prioritize customer interactions.
• Internal Notes and Mentions: Team members can add private notes within conversation threads and mention colleagues to collaborate effectively, especially useful during shift changes or complex cases.
• Shared Drafts: Enables teams to collaboratively draft messages, ensuring consistency and quality.
• Smart Assign: Automates workload distribution through strategies like round robin, load balancing, or random assignment, ensuring fair task allocation.

CRM Integrations

Helpwise connects seamlessly with 18 different CRM systems, boosting productivity by integrating customer data directly into its interface. Some of the major CRM integrations include HubSpot, Pipedrive, Zoho CRM, Salesforce, Copper, ActiveCampaign, and Freshsales.

• One-Click CRM Access: Access CRM contacts and update customer data without leaving Helpwise.
• Two-Way Sync: For select CRMs, like CompanyHub, this feature keeps information consistent across both platforms. Users can track and update deals directly within Helpwise, eliminating the need to switch between tools.

"Helpwise helps me manage my customer service tasks efficiently because I can monitor so many channels in just one dashboard. No need to open each channel’s website to interact with customers." – Abraham C, Social Media Manager

Automation

Helpwise incorporates automation to handle repetitive tasks, saving time and ensuring smoother workflows.

• Automation Rules: Automatically assign, tag, and close conversations based on predefined criteria.
• Auto-Replies and Scheduled Replies: Configure responses for non-working hours or holidays to maintain customer engagement.
• Universal Inbox: Centralizes queries from all communication channels, allowing automation rules to function seamlessly across platforms. For instance, WhatsApp messages can trigger actions in other systems or channels.

Pricing

Helpwise offers tiered pricing plans to accommodate teams of different sizes and needs. A 7-day free trial is included with all plans, and discounts are available for annual billing.

• Standard Plan: $15 per user per month (monthly) or $12 per user per month (annually). Suitable for small teams (2-10 users) with basic shared inbox features.
• Premium Plan: $29 per user per month (monthly) or $23 per user per month (annually). Designed for growing teams with no maximum user limit.
• Advanced Plan: $49 per user per month (monthly) or $39 per user per month (annually). Ideal for larger teams needing advanced collaboration tools.
• Enterprise Plan: Custom pricing for large organizations, offering features like custom integrations, SSO/SAML authentication, audit logs, and a dedicated account manager.

Additional add-ons are available at $42 per month for 3 inboxes, $8 per user per month, or $4 per active user per month with annual billing.

"I really liked the onboarding process and easy-to-use user interface. Their pricing plans are also affordable." – Aman P.

3. Hiver

Hiver is a platform tailored to simplify WhatsApp communication for customer service teams. By centralizing interactions into a single dashboard, it helps support teams respond faster and manage inquiries more effectively. Its focus on WhatsApp positions Hiver as a notable option in the shared inbox market.

Key Features

Hiver transforms WhatsApp messages into trackable tickets, ensuring nothing slips through the cracks. It also integrates a knowledge base, allowing agents to quickly access and share important information. Additionally, the platform includes automation tools to streamline customer interactions.

Automation

Hiver’s automation tools minimize repetitive tasks. Incoming WhatsApp messages are automatically assigned based on predefined rules or through round-robin distribution, ensuring an even workload. Service level agreements (SLAs) can also be applied to maintain response standards.

Pricing

Hiver offers flexible pricing plans to suit businesses of all sizes:

• Free Plan: $0 – Includes multi-channel shared inboxes, ticketing, live chat, a knowledge base, team collaboration tools, and 24/7 support for unlimited users.
• Lite Plan: Starting at $19 per user per month (billed annually) or $24 monthly – Adds features like a customer portal, workflow automation, round-robin message assignment, SLAs, and basic conversation analytics.
• Growth Plan: $29 per user per month (billed annually) or $34 monthly – Includes team performance analytics, custom reporting, and advanced integrations.
• Pro Plan: $49 per user per month (billed annually) or $59 monthly – Offers advanced tools such as chatbots, CSAT surveys, Harvey AI, and premium integrations with API access.
• Elite Plan: Custom pricing – Designed for large enterprises, offering features like skill-based routing, custom roles, HIPAA compliance, single sign-on, and dedicated success services.

All plans come with 24/7 customer support and onboarding assistance. New users can also take advantage of a 7-day free trial. These pricing options allow businesses of any size to incorporate Hiver’s WhatsApp capabilities into their customer service strategy.

"Hiver is good work. It is easy to use, has good customer support, offers good features, provides good value for money, and is very, very user-friendly." – Asad L., CEO

Hiver’s reputation for delivering value makes it a reliable choice for businesses seeking to enhance their WhatsApp customer service operations.

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4. Zoho TeamInbox

Zoho TeamInbox brings together WhatsApp, email, and other communication channels under one roof. It’s designed to manage multiple WhatsApp Business numbers while fostering collaboration across teams and departments. With WhatsApp Business boasting over 1.26 million active users globally, Zoho TeamInbox is well-suited to meet the rising demand for multi-channel customer support.

This centralized approach is particularly helpful for businesses that operate in different regions or across multiple departments.

Key Features

Zoho TeamInbox transforms WhatsApp chats into structured workflows using a shared inbox system. Team members can work together on customer messages, assign conversations to specific colleagues, and organize chats by snoozing or archiving them. An activity timeline provides a clear record of who responded and when, ensuring accountability. Features like internal discussions and tagging further enhance clarity in managing conversations. Additionally, the platform offers a secure environment, protecting WhatsApp conversations while allowing teams to collaborate seamlessly.

CRM Integrations

Zoho TeamInbox integrates effortlessly with Zoho CRM, creating a two-way sync that keeps customer data up-to-date across platforms. This integration allows users to access emails linked to specific leads or contacts directly from Zoho CRM. Moreover, an extension lets users view email threads within the CRM interface. This setup ensures that contact details can be updated instantly when new information comes in, enabling teams to deliver more personalized and context-aware responses.

To get started, admins can install the Zoho TeamInbox extension from the Zoho Marketplace and grant the necessary permissions. Once configured, enabling the Zoho CRM eWidget in TeamInbox settings displays relevant customer details alongside conversation threads. This integration lays the groundwork for efficient and automated workflows.

Automation

Zoho TeamInbox simplifies WhatsApp management with its automation tools, taking care of repetitive tasks like assigning conversations, tagging, and archiving. Users can set up rules to automatically assign or tag threads based on specific keywords. Automated tagging ensures conversations are categorized instantly, while archiving rules help keep the inbox tidy by removing resolved chats from active view.

Pricing

Zoho TeamInbox offers a range of pricing plans to accommodate different needs, whether for web/desktop users or mobile-only teams. The Starter Plan costs $5 per user per month (billed annually) and includes 3 shared incoming channels, 25 rules, and 10 shared outgoing email channels. The Professional Plan, at $7.50 per user per month (billed annually), offers 5 shared incoming channels, unlimited rules, unlimited personal sender addresses, 25 shared outgoing email channels, 1 personal incoming channel per user, and analytics.

For additional flexibility, extra channels can be added for $4 each, though usage limits depend on the base plan. For mobile-only teams, the Solo plan is priced at $0.99 per month and supports 1 user with 1 channel each for email, WhatsApp, Facebook Messenger, and Instagram DM, along with 500 conversations. The Team plan, at $4.99 per month, supports up to 3 users and 1,000 conversations. The Team Plus plan, priced at $7.99 per month, accommodates up to 5 users and 2,000 conversations.

A 14-day free trial is available for up to five users. Zoho TeamInbox is also included in the Zoho One suite.

5. Drag

Drag takes a unique approach to WhatsApp management by building directly on your existing Gmail setup. Instead of introducing a completely new platform, Drag integrates seamlessly into Gmail, transforming WhatsApp messages into actionable tasks and projects. This eliminates the hassle of juggling multiple tools or learning new software, making it a practical solution for teams already familiar with Gmail.

Key Features

Drag simplifies customer interactions by turning them into structured workflows. It offers a range of project management tools, including task notes, shared tags, and live chat for team collaboration. Users can easily access customer profiles, conversation histories, calendars, deadlines, and activity logs – all within Gmail. This integration keeps everything in one place, ensuring a smoother and more efficient workflow.

Pricing

Drag offers pricing plans tailored to teams of various sizes, ensuring flexibility and scalability:

• Starter Plan: Priced at $10 per user per month (billed annually). Includes unlimited users and workspaces, shared conversations, 10 automation rules, Zapier integration, assignments, @mentions, email templates, email notes, subtasks, and a 3-month reporting window.
• Plus Plan: Costs $18 per user per month (billed annually). Adds unlimited automation rules, file uploads, default user roles, email sequences, merge cards, and extends the reporting window to 6 months.
• Pro Plan: At $24 per user per month (billed annually), this plan includes email and WhatsApp channels, API access, custom user roles, custom fields, business hours, SLA management, and a full 12-month reporting window.

With user ratings of 4.4 stars on G2 Reviews and 4 stars on Capterra, Drag has proven to be a reliable and cost-effective tool. Its ability to enhance Gmail accounts without requiring additional software or training makes it particularly appealing for small to medium-sized teams looking for an efficient way to manage emails and tasks.

Advantages and Disadvantages

Choosing the right platform involves weighing its strengths against potential trade-offs. Each platform offers unique benefits tailored to specific needs, but they also come with limitations that businesses should consider.

TimelinesAI stands out for its specialized focus on WhatsApp. It offers seamless CRM integration with tools like Pipedrive, HubSpot, and Salesforce. Features such as ChatGPT-powered summaries and automation make it a great fit for businesses looking to streamline their WhatsApp-based customer interactions. However, its singular focus on WhatsApp may not suit businesses needing support for multiple communication channels.

Helpwise, by contrast, excels in multi-channel management. It allows teams to handle WhatsApp alongside SMS, Instagram, Facebook, and more, all within one centralized platform. While this versatility is ideal for businesses using multiple communication channels, it may not be as optimized for teams that rely solely on WhatsApp.

Hiver is designed specifically for Google Workspace users. Its native Gmail integration ensures a smooth onboarding process and offers a familiar interface, along with automation and analytics tools to boost productivity. However, organizations outside the Gmail ecosystem might find it less appealing, especially when WhatsApp integration requires third-party solutions.

Zoho TeamInbox taps into the Zoho ecosystem to provide robust collaboration tools and workflow management. It’s a natural choice for businesses already using Zoho products, though setting up WhatsApp functionality may involve additional steps.

Drag transforms Gmail into a collaborative workspace with Kanban-style project management. Its simplicity and ease of onboarding make it appealing for Google Workspace users. However, its reliance on Google Workspace means that comprehensive WhatsApp support may require extra add-ons.

Below is a summary table that outlines the key advantages and limitations of each platform:

Pricing also varies significantly across platforms, reflecting their focus and features. For instance:

• Drag starts at $10 per user per month.
• Helpwise begins at $12 per user per month.
• TimelinesAI, with its specialized CRM integration and automation features, starts at $20 per seat per month.

For teams seeking a straightforward solution, Drag’s Gmail integration offers an easy starting point, particularly for Google Workspace users. However, businesses heavily reliant on WhatsApp might find TimelinesAI’s targeted approach more suitable, even with its slightly higher cost. Ultimately, the best choice depends on your team’s primary communication needs, existing tools, and budget.

Final Thoughts

Finding the right WhatsApp shared inbox solution can make a big difference in how your team collaborates and connects with customers. The best choice will depend on your communication priorities, the tools you already use, and your budget.

For businesses that rely heavily on WhatsApp and need strong CRM integration, TimelinesAI stands out. Its integration with major CRMs and ChatGPT-powered automation features make it a great fit for sales and customer service teams that depend on WhatsApp to stay connected with clients.

If your team works within Google Workspace, you might consider Hiver for its automation capabilities or Drag, which offers a budget-friendly, Gmail-based solution with Kanban-style project management.

For those managing multiple communication channels, Helpwise is a solid choice. It allows teams to handle WhatsApp alongside email, social media, and other platforms, making it especially useful for customer service operations.

Teams already using Zoho products will likely find Zoho TeamInbox appealing. It offers seamless integration with other Zoho tools, delivering excellent functionality at an affordable price.

For businesses in the US, it’s important to weigh features against ease of implementation. Specialized tools like TimelinesAI offer advanced WhatsApp capabilities, while multi-channel platforms provide flexibility for expanding teams. If cost is a concern, options like Zoho TeamInbox or Drag are worth exploring.

Ultimately, choose a solution that aligns with your team’s workflows and long-term goals. Consider starting with a trial to see how a platform fits into your processes before committing to a subscription.

FAQs

What should I consider when choosing the right WhatsApp shared inbox solution for my business?

When choosing a WhatsApp shared inbox solution for your business, prioritize tools that effortlessly connect with your existing CRM systems, provide team-friendly features, and can grow alongside your team and customer base. Opt for platforms with a user-friendly interface, strong security measures, and flexible workflows that adapt to your specific operational requirements.

It’s also important to evaluate how the solution enhances team productivity and strengthens customer interactions. By focusing on these aspects, you can select a tool that aligns with your business objectives and streamlines your communication efforts.

What are the advantages of connecting a WhatsApp shared inbox with your CRM system?

Integrating a WhatsApp shared inbox with your CRM system can transform how your business interacts with customers. By consolidating all customer interactions in one place, your team can respond more quickly and tailor their communication to each individual. This streamlined approach not only strengthens relationships but also boosts customer satisfaction.

Beyond improving communication, this integration simplifies workflows by automating repetitive tasks like data entry and maintaining communication records. This saves valuable time and ensures your team always has accurate, up-to-date information, empowering them to make smarter decisions. On top of that, it opens the door to advanced analytics and reporting, helping you spot trends and refine your customer service strategies over time.

What are some budget-friendly WhatsApp shared inbox options for small teams?

Small teams searching for a budget-friendly WhatsApp shared inbox can find solutions that offer a balance between price and essential features. Many platforms provide flexible pricing structures, skipping per-user fees, which makes them especially suitable for smaller teams. Common features include support for multiple accounts, tools for smooth team collaboration, and streamlined customer communication management.

When selecting a platform, prioritize solutions that deliver the core functions your team requires while keeping costs in check. This way, you can improve both productivity and customer engagement without stretching your budget.

Josh Hoffman Senior Project Manager

Josh Hoffman loves exploring new ideas in project management and software workflows, sharing insights and practical tips to help teams work smarter and achieve results.

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