Can several people answer the same WhatsApp number?

Yes. Your number is connected through Meta's WhatsApp Cloud API, so everyone on your team replies from HeyKiko with their own sign-in, and chats can be assigned to one person.

Does the inbox include Telegram and website chats?

Yes. Website chat, WhatsApp and Telegram are in one list, and you can filter to one channel. Each reply goes out on the channel the customer used.

Can the AI and my team work in the same chat?

Yes. Each chat is answered by either Kiko or your team, and you can switch it at any time. When your team replies, Kiko pauses for that customer, and when it picks up again it reads what your team said.

Can I assign chats to team members?

Yes. Assign a chat to anyone on your team, or send every hand-off to one person automatically. Each person sees their chats under “Mine” and gets an alert when one is assigned.

Is there a mobile app?

Not yet. The inbox works in the browser on a computer or a phone, and alerts can reach your team on WhatsApp or Telegram.

Which plans include the shared inbox?

The shared inbox is on every plan, after a 14-day free trial with no card. Each plan includes a number of team members; see pricing.

Shared inbox

One shared inbox for WhatsApp, Telegram and your website

Every conversation from your website chat, WhatsApp and Telegram lands in one inbox your whole team works from. Kiko answers first; your team sees who's waiting, picks a chat up or has it assigned, and replies on the customer's own channel with the whole history in front of them.

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Updated 5 November 2026

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How it works

How the inbox works

Step 1Every chat in one list
Website, WhatsApp and Telegram, each showing its channel, the latest message, who's answering and whether it's unread.
Step 2See who needs you
“Needs you” holds the customers waiting for a person; “Mine” holds the chats assigned to you.
Step 3Reply on their channel
Your reply goes out on WhatsApp, Telegram or the website chat. Replying pauses Kiko for that customer and assigns the chat to you.
Step 4Hand back or close
Switch the chat back to Kiko when you're done, or close it.

On every plan, after a 14-day free trial. See pricing

InboxAll 12Needs you 1

OHOmar HaddadCan I talk to someone about my bill?Needs you

PNPriya NairKiko: You're booked for SaturdayBooked

DLDaniel LeeKiko: I've emailed you the detailsNew lead

SKSara KhanKiko: Parking is free for patientsAnswered

Kiko handed this chat to you

Hi Omar, it's Maya. Let me check that payment for you.9:31 · Seen

You're replyingKiko is paused

Finding and working a chat

Views, filters and order
Needs you, Mine or All; one channel or every channel; unassigned, with the team or with your agent; newest, oldest, longest waiting or unread first.
Search
Find a customer by name, phone or email, and find words inside a chat.
The customer beside the chat
Their contact details, the conversation's state and their open cases, plus every photo and PDF from the chat in one place.
Replies that make sense
Reply to a specific message, attach a photo or PDF, pin a chat to the top, or export a chat as a text file.
Call from the chat
On plans with WhatsApp calls, call a customer who has allowed it, or ask them for permission, without leaving the conversation.
Learn more

Working as a team

Assign and reassign
Give a chat to a team member, take it yourself, or unassign it.
Who answers, per chat
Switch any chat between your agent and your team. Kiko reads your team's replies when it picks the chat up again.
Alerts that reach people
When a customer needs a person or a chat is assigned to them, by email, WhatsApp, Telegram or in the app.
Cases from conversations
Open a case for a refund or a request that needs an approval, straight from the chat.
Every team member signs in
Add people or invite them by email; each has their own sign-in and their own alerts.
An audit log
Changes to the agent are recorded in an audit log you can open from the inbox.

What you can set

In the inbox itself, Actions › Hand-off and Settings.

Shared inbox settings
Setting	What it does
Who answers	Per chat, from its header: your agent or your team.
Send every hand-off to	One team member, or whoever replies first (Actions › Hand-off).
Tell me if nobody replies after	A number of minutes, or never (Actions › Hand-off).
Alerts	Each person chooses what they hear about and where: email, WhatsApp, Telegram or in the app (Settings › Alerts).
Team	Add or invite team members and give them access (Settings › Team).

Good to know

It runs in the browser
On a computer or a phone's browser; there's no separate mobile app yet. Alerts on WhatsApp or Telegram reach people on their phones.
It refreshes, it doesn't stream
The open chat refreshes every few seconds and the list every 15 seconds.
WhatsApp's 24-hour window
WhatsApp allows free-text replies within 24 hours of the customer's last message; after that, only an approved template can reach them. HeyKiko checks before your reply is sent.
Source: Meta: customer service windows
No phone passed around
Your WhatsApp Business number is connected through Meta's Cloud API, so the whole team answers it from HeyKiko instead of sharing one phone.

How other tools handle it

From each tool's own pricing and product pages, checked 4 November 2026.

Shared inbox in other tools
Tool	Shared inbox
HeyKiko	Yes, every plan
Chatbase	Yes: Helpdesk, Basic and up
SiteGPT	Yes: Every plan; iPhone app Growth and up
Tidio	Yes: Every plan, with mobile apps
Respond.io	Yes: Every plan, with mobile apps
Intercom Fin	Yes: Intercom, or your own helpdesk
Botpress	Yes: Botpress Desk, or your helpdesk

FAQ

Questions about shared inbox

Straight answers before you set it up.

Still have a question?Ask Kiko. It's a HeyKiko agent trained on everything here.

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One place where several people on your team answer the same WhatsApp Business number. In HeyKiko it also holds your website and Telegram chats, and an AI agent answers first so your team only steps in when it's needed.

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