Glossary
A single shared workspace where a team handles all WhatsApp (and other channel) conversations.
A unified inbox is a shared interface where multiple agents can view, manage, and reply to conversations from one or more WhatsApp numbers — and often from other channels like Instagram and Messenger — in one place. Because the API has no built-in interface, a unified inbox is how teams actually work with WhatsApp.
It supports assigning chats to agents, internal notes, tags, status tracking, and seeing the full history of each customer. This lets several people serve one number simultaneously without conflicts, something the single-device app cannot do.
A unified inbox is essential for support and sales teams that need collaboration, accountability, and a complete view of every customer conversation.
A shared inbox lets a whole team serve one number with assignment, notes, and history — impossible with the single-device app.
Defuser AI's Unified Inbox brings WhatsApp, Instagram, and Messenger conversations into one team workspace on your WhatsApp Business API.
A single shared workspace where a team handles all WhatsApp (and other channel) conversations.
A shared inbox lets a whole team serve one number with assignment, notes, and history — impossible with the single-device app.
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