One WhatsApp Inbox
for Your Entire Team
Stop forwarding screenshots. Stop switching phones. Msgie gives every agent their own seat in a shared team inbox - with assignments, private notes, roles, and full conversation history built in.
One Phone Can't Handle a Team's Worth of Customers
A single WhatsApp account tied to one device, one number, and one person is fine for personal use - and a disaster for a customer-facing business.
One device locks the whole team out
Standard WhatsApp only allows one active session at a time. When your support agent is on a call, everyone else is frozen out. When that agent is sick or on leave, the entire inbox grinds to a halt - and customers wait with no idea why.
Conversations get lost or double-handled
Without a shared inbox, there's no way to know who is handling which conversation. Agents reply to the same customer twice, or assume a colleague has it covered and nobody responds at all. Both outcomes damage trust and retention.
Managers have zero visibility
Team leaders can't see what agents are saying, how many conversations are open, or how long customers have been waiting. Without visibility, there's no accountability - and no way to step in before a conversation turns into a complaint.
A Shared Inbox Where Your
Whole Team Works Together
Msgie's Multi-Agent Messaging connects your entire support team to a single WhatsApp number through one collaborative inbox. Every incoming message is visible to the team, assignable to an agent, and tracked from first contact to resolution.
Agents see only what's assigned to them. Supervisors see everything. Admins control who can do what. Private internal notes let your team coordinate context without the customer ever seeing it.
- Every agent works from the same inbox - no phone sharing
- One-click assignment routes conversations to the right person
- Private notes keep team context hidden from customers
- Full history survives every handoff and reassignment
Everything Your Team Needs to Work WhatsApp Together
Msgie Multi-Agent Messaging gives your team a shared inbox with the assignment, visibility, and coordination tools that customer support actually needs.
Chat Assignment
Route any incoming conversation to the right agent with one click. Assign by skill, department, language, or availability. The assigned agent gets a notification instantly, and the conversation is flagged in their personal queue - no chasing, no confusion about ownership.
Internal Notes
Leave private context inside any conversation that only your team can see. Flag a VIP customer, share order details, or instruct the next agent before handing off - all without the customer seeing a word. Notes are timestamped, agent-tagged, and permanently logged in the conversation history.
Agent Roles
Control exactly what each team member can see and do. Agents see only their assigned conversations. Supervisors view the full inbox and can reassign. Admins have complete control over settings, team members, and analytics. Roles take effect immediately when assigned.
Conversation History
Every message, note, assignment, and handoff is permanently recorded. When a returning customer messages again - even months later - any agent can see the full story in seconds. No context is lost when staff change, conversations are reassigned, or customers switch topics.
Real-Time Agent Status
See at a glance who is online, how many open conversations each agent has, and which queues are backing up. Supervisors can rebalance workloads in real time - moving conversations from overloaded agents to available ones without interrupting either party.
Canned Replies
Save your most common answers as quick-access templates. Agents send a perfect, brand-consistent response to any standard question in one tap - no typing from scratch, no variation in tone, no spelling errors. New agents hit the ground running from day one.
What Changes When Your Team Shares One Inbox
With smart assignment routing and shared visibility, customers no longer wait for one agent to finish before the next can start. Msgie teams consistently achieve 3× faster first response times compared to single-device WhatsApp setups.
Every inbound message is visible, assignable, and tracked. Msgie's inbox prevents the two biggest support failures - conversations nobody claims, and conversations two agents answer simultaneously - so your customers always get exactly one clear response.
Managers see every open conversation, every agent's workload, and every response before it becomes a problem. Full visibility means faster coaching, faster escalations, and a team that knows exactly where it stands at any point during the day.
Any Team That Handles Customer Conversations Needs This
From 3-person support teams to 100-seat contact centres - Msgie Multi-Agent Messaging scales with your team and your conversation volume.
Customer Support
Handle hundreds of support tickets across a full team - with assignment, escalation, and SLA tracking built in. Every agent sees their queue, every supervisor sees the full picture.
E-commerce
Route order queries, returns, and tracking requests to the agent with the right context. Shared history means any team member can answer a follow-up without asking the customer to repeat themselves.
Healthcare
Reception, billing, and clinical departments each manage their own conversation queue through one shared number - with role-based access ensuring the right staff see the right conversations.
Education
Admissions, fee collection, and academic support teams each handle their own WhatsApp queue. Internal notes keep departments in sync without forwarding screenshots between phones.
Real Estate
Assign inbound property enquiries to agents by location, price range, or property type. Supervisors track all conversations and step in on high-value leads - all from one shared inbox.
Retail & Franchises
HQ monitors every customer conversation across all branches. Branch managers handle their own queue, agents handle their assignments - one number, one inbox, fully segmented by role.
Your Team in One Inbox in Four Steps
No complex setup. Add your agents, set their roles, and your shared WhatsApp inbox is ready. Every conversation from that moment forward is visible, assignable, and tracked.
Add your team members and assign their roles
Invite agents by email from the Msgie dashboard. Assign each team member a role - Agent, Supervisor, or Admin - and configure what they can see and do. Agents are added instantly; no app download or device pairing needed. Your entire team is connected to the same WhatsApp number from the moment you hit invite.
Inbound conversations land in the shared inbox
Every message sent to your WhatsApp number appears in the Msgie shared inbox - visible to all agents and supervisors in real time. No conversation is siloed on one device or tied to one agent's personal login. The team sees the full picture the moment a customer makes contact.
Assign the conversation and add internal context
Any agent or supervisor can assign a conversation to the most appropriate team member with a single click. Before or after assignment, the team can add private internal notes - visible only inside Msgie - to pass on customer context, flag urgency, or coordinate on next steps. The customer never sees the notes.
Agent resolves, hands off, or escalates - history preserved
The assigned agent replies, resolves, or escalates from their personal queue. If the conversation needs a handoff, the next agent gets the full history - every message, note, and previous assignment - in context. Resolved conversations are archived for analytics, reporting, and future reference.
Frequently Asked Questions
No hard cap - the number of agents depends on your Msgie plan. Starter plans include up to 5 agents, Growth plans include up to 20, and Business plans are unlimited. You can upgrade at any time from your account settings, and new agents are active immediately after being invited.
Yes - internal notes are visible to all agents and admins within your Msgie workspace, but never to the customer. They are designed for team-to-team handoffs: flagging VIP customers, sharing order details, or leaving instructions for the next agent. Every note is timestamped and attributed to the agent who left it.
The conversation stays assigned and remains visible to all admins and supervisors in the shared inbox. Admins can reassign to an available agent at any time with one click. You can also configure auto-reassignment rules - so if an agent has been inactive for a set time, open conversations move to an available team member automatically.
Yes. Msgie supports three role levels: Admin (full access to settings, team, and all conversations), Supervisor (can view and reassign all conversations and access analytics), and Agent (can only view and reply to conversations assigned to them). Roles are assigned per team member and take effect immediately.
Yes. Msgie logs first response time, average resolution time, and total conversations handled per agent. Admins and supervisors can view these metrics from the analytics dashboard to identify bottlenecks, reward high performers, and proactively support agents who are struggling with their queue.