Platform · F05 · Engage

Feels like WhatsApp. Works for a team.

Your team gets an inbox that looks and works like WhatsApp — photos, videos, documents, voice notes, emoji and reactions — on one shared business number, with roles, assignment and a clean handover from bot to human.

Start free trial Talk to us

Available onBasicStandardProCompare plans →

F05.1 · What it is

Shared inbox, explained

The inbox is where every WhatsApp conversation to your business number lands. It's built to feel familiar: send and receive photos, videos, documents and audio, play voice notes, use emoji and react to messages. On a phone it works like WhatsApp too — chat list, tap, reply.

It also handles the parts WhatsApp alone can't. When the 24-hour reply window has closed, the inbox only lets you send an approved template — with a picker, header image, variables and a live preview — so you never hit a Meta error. When a customer asks for a person, the chat moves to a requests queue and your agent can take over while the bot stays quiet.

Without it

Business chats trapped on one employee's phone
Messages failing because the 24-hour window closed
Bot and staff replying over each other

With Cosmos Connect

One shared number, each teammate with their own login and role
Window guard: templates only when the window is closed
Take over a chat and the bot steps back

‹

Urban Nest Interiorsbusiness account

Today

📷 kitchen.jpgHere's the space, 10 × 8 ft.11:02 AM

▶0:1411:02 AM

Assigned to Riya · Agent

Thanks! Got the photo and your note 👍 Sending two layout options by this evening.11:05 AM ✓✓

📄 layout-options.pdf · 2 pages6:40 PM ✓✓

Option 2 looks perfect 😍6:52 PM

Message

F05.2 · How it works

Set up in four steps

Invite your team

Add teammates with their own logins and a role: Admin, Manager, Agent or Marketing.

Chat like WhatsApp

Send media, documents and voice notes, react and reply — from desktop or phone.

Assign & take over

Assign chats; when a customer asks for a human, an agent takes over and the bot pauses.

Stay in the rules

Outside the 24-hour window the inbox switches to approved templates automatically.

F05.3 · Where it earns its keep

Real problems it solves

Interiors & services

Photo-heavy quotes

Customers send site photos and voice notes; your designer replies with PDFs and options in the same chat.

Clinics

Reports and follow-ups

Patients share reports as documents; the front desk replies and assigns clinical questions to the right person.

Retail & D2C

Support at scale

Agents share product photos and videos, react to confirmations and re-open old chats with a template.

F05.4 · Spec sheet

What's included

Send photos, videos, documents and audio
Receive and play voice notes, video and documents
Emoji, reactions and internal notes your customer never sees
Template picker with header image, variables and live preview
24-hour window guard — templates only when the window is closed
Chat assignment, shift handoff and roles: Admin, Manager, Agent, Marketing
Human-request queue; take over and the bot pauses
In-chat search, full history, delete chat
Send a WhatsApp Form from the chat (Standard & Pro)
Agent phone app with push alerts — every plan

F05.5 · Questions

Does my team need the WhatsApp app on their phones?

No. The team works from the Cosmos Connect dashboard in a browser, or from the agent phone app — installed on Android or iPhone from a QR code, with push alerts. Customers keep chatting on normal WhatsApp.

What happens after the 24-hour window closes?

WhatsApp only allows approved templates once 24 hours have passed since the customer's last message. The inbox knows this and switches the composer to a template picker, so messages don't fail.

Can my team leave notes the customer can't see?

Yes. Internal notes are visible only to your team — in the dashboard and in the agent phone app — and chats can be handed to a teammate at shift change.