A WhatsApp customer inbox brings your company’s WhatsApp customers into one shared team inbox: who owns which customer, who hasn’t been answered, who needs a follow-up. An FAQ reply assistant drafts answers to common questions, and staff confirm before anything is sent. When someone is on leave or leaves, customers and history stay with the company. WINS runs its own sales and service on it, and has released it as a standalone product, WINS Leads; custom versions connected to your CRM or orders are quoted per tool.
1. Who it’s for
- Companies where WhatsApp is the main channel for enquiries, orders or support
- Teams sharing one company WhatsApp number, or reps each using their own phone
- Businesses answering the same questions (price, delivery time, “can you issue an e-Invoice?”) many times a day
- Companies that lose customers and conversations when staff leave
2. Common bottlenecks
- WhatsApp volume is overwhelming and some customers simply get missed
- The same question answered a hundred times
- Customer details live on individual phones where managers can’t see them
- Handovers happen by word of mouth, so customers repeat themselves
3. What the tool does
- Shared inboxSeveral people work the company’s WhatsApp customers together and can see who is replying, who owns what, and what’s unanswered.
- Customer tiers & tagsNew, returning, VIP, awaiting quote, won — using your company’s own categories.
- Follow-up remindersPromised a customer “I’ll get back to you tomorrow”? The owner is reminded when it’s due.
- FAQ reply assistantDrafts replies from your company’s own FAQ and documents; staff confirm or edit before sending.
- Handover notesEvery customer’s history and notes stay in the system, so whoever takes over can pick up.
4. How it connects to what you already use
| Existing system / data | How it connects |
|---|---|
| Official WhatsApp Business API | Conversations land straight in the shared inbox. It needs to be set up for your company number and follows WhatsApp’s messaging rules (for example, customers who haven’t interacted in 24 hours are contacted with approved template messages). |
| WhatsApp Business app (phone) | Keep your current number and start with a customer list, tags, follow-up reminders and reply templates, opening chats in one tap. |
| CRM / Google Sheets / Excel | Customer lists and tags can sync, so a new enquiry becomes a sales follow-up — see Sales CRM & follow-ups. |
| Company FAQ, price lists, product info | Organised as the source for the FAQ reply assistant, using only content you authorise. |
5. What always stays with a person
- The FAQ assistant only drafts; staff confirm before anything is sent
- Complaints, refunds and quotes are routed to a supervisor or the owner of the account
- Broadcasts go only to customers who opted in, with the list and content checked by a person
6. What we’ve built
WINS runs its own sales and customer service on this inbox, using tags and follow-up reminders instead of memory. It is now a standalone product, WINS Leads, ready for solo sellers and small teams.
7. How WINS builds it
The first tool usually goes live in days to weeks, depending on complexity. Pricing depends on each tool: start with a review to get the tool list and a quote for each item, then decide.
Frequently asked questions
Do we need to change our WhatsApp number?
Not necessarily. If you use the WhatsApp Business phone app, you can start with a customer list, tags, follow-up reminders and reply templates without changing numbers. For several people to send and receive in one shared inbox, the company number needs the official WhatsApp API; we explain the setup and limits during the review.
Will the AI reply to customers on its own?
No. The FAQ assistant drafts replies only from material your company provides, and staff confirm or edit before sending. Complaints, quotes and refunds go to the responsible person.
If staff leave, do customer details leave with them?
With a shared inbox, customers, conversations and notes are stored in the company’s system, with access set by you; whoever takes over can see the history.
How is this different from WINS Leads?
WINS Leads is a ready-made product for solo sellers and small teams. A custom inbox is built around your process — for example connected to your CRM, orders or stock, or assigning customers by department.
More WhatsApp customers than you can answer?
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