Handed to Usman in accounts, with the reason
Shared inbox for WhatsApp, Instagram, Messenger and email
Every customer message lands in one list your whole team works from. You can see who owns each chat, who is online to take it, and what the customer said in a voice note without pressing play.
- Messenger
- Website chat
- Your own number (unofficial)
One request, start to finish
A refund question arrives as a voice note at 18:20 and reaches the right person
- 1
One list WhatsApp, Instagram, Messenger, website chat and email arrive together.
- 2
The reason, up front Chats that need a person float to the top with the reason written in place of the last message.
- 3
The right teammate Hand it over, seeing who is online and who was last seen hours ago.
- 4
A saved reply, edited first Import the saved answer into the composer, change the amount, send.
01: ONE LIST
Every customer, every channel, one list to work from
When WhatsApp sits on the front desk phone and Instagram sits on somebody's personal account, leads slip between them. In RaabtaHQ, WhatsApp, Instagram DMs, Messenger, website chat, email and any WhatsApp number you link all arrive as conversations in one list, sharing one contact list, one pipeline and one dashboard.
Each row shows the channel badge, the name or number, the time, the last message, the unread count and whether the chat is open, pending or closed. A status bar across the top shows each channel as connected, needing attention or not set up. It only turns amber when a channel you set up breaks, and its link takes you straight to that channel's settings. A channel you never set up never raises an alarm.
Filters that match the day's work
All, Needs attention with a live count, Unread, Hot, Open, Pending and Closed. The Hot filter appears once the AI has marked a lead hot.
Needs attention stays on top
A chat the assistant handed over floats to the top of any filter with an amber border, and shows the hand-off reason instead of the message preview. It leaves the list when a person replies, closes it, takes it over or marks it handled. Messages from the assistant, automations and broadcasts do not count as a reply.
Search reaches inside messages
Search covers names, numbers and the last message. From three characters it also searches every message and every voice-note transcript, and an older chat found this way joins the list.
Priority, when you are working through leads
One button orders the list: needs attention first, then hot, warm, not yet labelled, cold, and spam or job enquiries last. Unread comes first in each group. It resets when you reload, so the normal list is never lost.
Counts that mean something
The sidebar badge counts threads waiting, in full, rather than messages capped at 99+.
02: OWNERSHIP
Everyone can see who has the chat, and who is free to take it
In a shared phone, two people answer the same customer and nobody answers the next one. Here every chat carries an ownership pill. It shows the assistant's name while the AI is handling it, Human once a person takes over, or Needs attention with the reason the assistant gave.
Four actions cover the handover. Take over assigns the chat to you. Hand to teammate passes it on. Hand back to the assistant returns it to the AI. Mark as handled clears the flag without changing who owns it. If an agent starts typing into a chat the AI owns, RaabtaHQ asks whether to take it over first, so the customer never gets two voices at once.
Assign with presence
Assign any chat to a teammate or unassign it. The menu shows each person as online, away or offline with when they were last seen, and marks you as (me).
A person in the chat means the AI stands down
Once your team owns a chat, the assistant sends nothing there until someone hands it back.
Open, pending, closed
Each chat has a status, and the list can be filtered by it.
Viewers read, they don't send
A view-only member can open every chat, and every send button is shown disabled with the reason.
03: THE THREAD
03a: VOICE NOTES AND PHOTOS
Read the voice note instead of playing it
Voice notes, photos, video, documents, locations, templates and button replies all show as they would on a phone. Turn on voice-note transcripts and the words appear under the audio within seconds, word for word and never translated. Transcripts can be searched, and the AI reads them as context. There are two switches, one for customer notes and one for notes your team sends, and both start off until an admin turns them on.
Your team can record a voice note in the browser, with a live timer and a stop at five minutes. Send as voice turns typed text into a voice note in your account's voice, which you can play as a draft first. With an Urdu voice, Roman Urdu is spoken as Urdu while the chat shows what you typed.
Ticks show each message as sent, delivered, read or failed. While your agent types, or the AI prepares a reply, the customer sees typing. Blue ticks, or Seen on Instagram and Messenger, reach the customer when a person actually opens the chat, not when the message arrives.
Send as voice works on WhatsApp, your own number, Messenger and Instagram.
03b: SAVED REPLIES AND DRAFTS
Answer the common questions in one tap
Quick replies hold the answers you give every day, built from text, photos, videos, voice notes and documents in any order. Type / or press the button. Send fires every part as its own message in your order. Import drops the text into the composer so you can change it first. If one part fails, sending stops there, so a customer never gets parts one and three without part two.
Suggest reply writes a draft into the composer. Regenerate it, refine it with an instruction such as make it shorter, or undo. Nothing is ever sent by itself. A person always presses send.
Admins and owners write quick replies. Agents can see and send them.
Each channel's reply window, shown in the chat
WhatsApp (official API)
Free replies for 24 hours after the customer's last message. After that the composer asks for an approved template, with its variables and header media.
Instagram and Messenger
Free replies for 24 hours after the customer's last message, then sending is blocked. These channels have no templates.
Website chat, email and your own number
No window.
The thread header shows the countdown on Meta channels, and on website chat a Viewing chip that follows the visitor from page to page.
04: THE CONTACT
The customer's whole story, beside the chat
The third pane holds what your team needs before they type: name, company, phone with one-click copy, email, and a link to the full contact. Every section folds away on its own, and the panel remembers that on your device.
Came from an ad
For chats started from a click-to-WhatsApp, Instagram or Messenger ad, or a Google ad that landed on website chat, the panel shows the ad image, headline, full text, where it ran, the click time and campaign tags. Your team reads what the customer read.
Move the deal from here
The contact's deals show with a stage dropdown. Changing it moves the deal exactly as dragging it on the board does, so ad reporting and triggers still fire.
Tags and notes
Add a tag or a note without leaving the chat.
AI insights, on demand
A short summary with the customer's mood, key facts and a suggested next step. Anyone on the team can delete it.
Request a review
One button sends this contact your review link on the channel they are using.
05: ALSO IN YOUR INBOX
Your own numbers, website forms and alerts, close at hand
A few things live next to the inbox and have their own pages.
A WhatsApp Business app number can join the official API while the app keeps working on the phone. Replies from the phone show in the thread, and the AI stands down on that chat.
Your own WhatsApp number (unofficial)
Link the number you already use by QR code. Start a chat with a contact who has never written, from New chat. Replies typed on the phone show in the thread as sent from phone, and the AI steps back.
A private My inbox
A team member's own number can be private. Its chats appear only in their My inbox and to your admins, never in the shared list.
Website enquiries
Contact-form submissions land in their own inbox, with status, topic and every earlier enquiry from the same email.
Notifications
A bell for handovers and questions from the assistant, with anything you haven't opened in fifteen minutes sent to your phone on WhatsApp.
The honest part
What it won't do
Join Instagram and WhatsApp into one person
Meta gives no shared identifier, so the same customer on both shows as two contacts and two chats, side by side in one inbox.
Reply on Instagram or Messenger after 24 hours
Free replies stop 24 hours after the customer's last message, and these channels have no templates.
Send templates outside WhatsApp
Templates belong to the official WhatsApp API only.
Load every chat at once
The list holds the newest 200 conversations and says when it is cut off. Older chats are a search away.
Translate a transcript
Voice notes are written out in the language spoken.
Send a suggested reply on its own
A person always presses send.
Send voice notes on website chat or email
Send as voice is for WhatsApp, your own number, Messenger and Instagram.
Works with
This page
Shared inbox
- Shared inbox
- AI assistantanswers first, hands over with a reason
- Lead classificationHot and Warm badges, Priority sort
- Contactstags, notes and fields in the side panel
- Pipelinesmove the deal from the chat
- Ad trackingthe Came from an ad card
- ReviewsRequest a review button
Questions about the inbox
Asked by every front desk
Can several people reply from the same WhatsApp number?
Yes. The whole team works from one inbox on the same number. Each chat shows who owns it, and assigning it to someone makes that clear to everyone else.
What happens when the AI hands a chat to us?
The chat moves to the top of the list with an amber border and the reason the assistant gave, such as a refund question. It goes to the assistant's default teammate, and the team gets a notification. The assistant stops replying there until someone hands it back.
Can I search what customers said in voice notes?
Yes, once an admin turns on voice-note transcripts. Search from three characters reaches inside every message and every transcript.
If a customer writes on Instagram and on WhatsApp, is that one chat?
No, it is two. Meta does not share a customer's phone number with Instagram or Messenger chats, so there is nothing reliable to match them on. Both sit in the same inbox.
Can my staff use the inbox on their phones?
Yes. On a phone the inbox shows one pane at a time with a back button.
Can a viewer reply to customers?
No. Viewers can read every chat, and the send buttons are shown disabled with the reason.
Book a demo
See your channels in one inbox
A 30-minute call. We connect a test number, send a few messages from different channels, and show your team how handover works.
- WhatsApp, Instagram and website chat in one list
- A voice note written out
- A chat handed to the right person
We reply in under an hour.