PostReplySet up a WhatsApp team inbox around one real customer enquiry.
Start with one number, two teammates and one representative enquiry. This guide helps you check the whole path from incoming message to the next customer action.
Read WhatsApp Business’s official linked-device instructions1. Choose how the number connects
Linking devices in the WhatsApp Business app gives people access to the same number; some native plans also offer chat assignment. PostReply adds a shared work queue, internal notes, customer records and follow-up. For an Inbox connection, choose Meta’s official WhatsApp Cloud API for approved templates or pair a WhatsApp Web (Baileys) session by QR. A phone’s linked-device setup and Inbox’s QR session are different steps.
2. Connect the number inside PostReply Inbox
After creating the workspace, open Channels Connect. For WhatsApp Cloud API, enter a connection name, Phone Number ID, WhatsApp Business Account ID and permanent access token; after saving the connection, use the webhook URL and verification details shown by Inbox in your Meta setup. For WhatsApp Web (Baileys), choose its channel, review the session notice, scan the QR shown by Inbox from WhatsApp Business > Linked Devices > Link a Device, and name the connection. Verify that Channels Connect shows it connected before testing messages. These are Inbox connection steps, separate from linking devices only in the WhatsApp Business app.
3. Add the people who will share the work
Invite the teammates who answer and hand over enquiries. Agree who reviews unassigned conversations and when a message moves from open to pending or resolved. For a three-person team, the Starter plan’s published seat and connection limits provide a useful starting comparison; check the current pricing page before choosing.
4. Process one representative incoming message
Use a real customer enquiry with permission to respond. See it arrive in the inbox, assign an owner, send a useful reply and record the next action in an internal note. An example enquiry might ask whether a product is available this week; the owner checks stock or service details before promising a date.
- Confirm the message reaches the intended workspace and queue.
- Confirm the assigned teammate can see the earlier message.
- Check the provider’s delivery state separately from clicking Send.
5. Let another teammate continue
Have a second teammate read the history and internal note, then continue the conversation. If a routine question uses your knowledge base, test the answer first. Pause AI and take over when the answer requires a person. This handover is the core test of a shared inbox.
6. Connect the next business action
When the customer asks for a quote or consultation, update their contact record, move the deal or share a booking link. After the interaction, review whether the owner, status and next step are clear. Repeat this workflow with the channel and team that handle daily enquiries.
Frequently asked questions
Are linked devices enough for a team inbox?
Linked devices let teammates access the WhatsApp Business app, and some native plans include assignment. If your team needs a shared queue, internal handover notes, customer context, deals or bookings, work through those steps in PostReply Inbox.
Which connection method should I choose?
Cloud API is Meta’s official business API path and supports approved templates. WhatsApp Web (Baileys) uses a QR-paired session. Compare the account and messaging requirements for your use case.
When is the setup complete?
A connected status alone is an initial setup step. Verify an incoming enquiry, an assigned owner, an outbound reply and a handover with a clear next action.
Give your next enquiry a complete customer workflow.
Start with one messaging channel. Connect the CRM, spreadsheet or calendar your team needs and build a workspace around how your business serves customers.
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