Can several agents use one WhatsApp number?

Yes. Through the WhatsApp Business Cloud API, one number serves an unlimited number of agents in DashDesk, each with their own login and role. The five-device limit of the WhatsApp Business app does not apply.

Do I need the WhatsApp Business API, or is the app enough?

You need the Cloud API. The WhatsApp Business app cannot be connected to a third-party inbox, and it caps you at five linked devices with no assignment or reporting.

Will my existing chat history move across?

No. The Cloud API does not expose past conversations, so DashDesk starts from the first message that arrives after the webhook goes live. Existing threads stay in the app you used before.

Does DashDesk support WhatsApp media and delivery receipts?

Yes. Text, images, documents and voice notes are mapped into the thread, and delivery and read status are shown per message.

Can I use the same inbox for Instagram and Messenger?

Yes. Instagram Direct and Facebook Messenger connect the same way and share the inbox, routing rules and AI settings. Starter includes two channels; Growth and Scale include all of them.

A WhatsApp shared inbox your whole team can answer from

Last updated September 15, 2026

In short

A WhatsApp shared inbox lets several agents answer one WhatsApp Business number from separate accounts, with each conversation assigned to one person at a time. DashDesk adds AI triage, live collision detection and shift-based routing, and connects through the official Meta Cloud API.

What is a WhatsApp shared inbox?

A WhatsApp shared inbox is a tool that connects one WhatsApp Business number to a team, so several agents can answer from their own logins while every conversation stays in one thread. The WhatsApp Business app allows up to five linked devices; a shared inbox removes that ceiling and adds assignment, notes and reporting.

The distinction that matters is ownership. Linked devices give everyone the same view and no way to say who is handling what, so two agents answer the same customer or both assume the other did. A shared inbox assigns each conversation and shows, live, who is looking at it.

It also survives staff turnover: history belongs to the workspace rather than to whoever's phone was linked.

How do you connect WhatsApp Business to DashDesk?

Create a DashDesk workspace, open Settings → Channels, and link your Meta account. You need a WhatsApp Business account on the Meta Cloud API and a Meta app; DashDesk registers the webhook, verifies the signature on every inbound request, and stores the channel credentials encrypted with AES-256-GCM.

The first channel takes about ten minutes end to end, most of it inside Meta's own consent screens. Once the webhook is live, inbound messages appear in the inbox within milliseconds and replies go back out through the official API.

If you get stuck, the setup screen has an assistant that answers Meta configuration questions directly rather than linking you to documentation.

How does DashDesk stop two agents answering the same chat?

Collision detection. DashDesk shows in real time who is viewing a conversation and who is typing in it, so a second agent sees that the chat is already being handled before writing anything. Routing assigns each new conversation to the least-loaded agent who is actually on shift.

Agents can leave whisper notes on a conversation — internal context the customer can never see — and pull live order data into the composer with a slash command.

Outside working hours, routing holds the conversation and the AI answers what it is allowed to answer.

What does it cost to run WhatsApp on DashDesk?

DashDesk's Free plan connects one channel for 2 agents and 200 conversations a month at $0. Starter is $29 a month for 5 seats and 2,000 conversations. Meta charges separately for WhatsApp Cloud API conversations, and that bill comes from Meta, not from DashDesk.

Keeping the two bills separate is deliberate: DashDesk never resells WhatsApp messaging, so your Meta conversation rates are whatever Meta charges your business directly.

Frequently asked questions

Can several agents use one WhatsApp number?: Yes. Through the WhatsApp Business Cloud API, one number serves an unlimited number of agents in DashDesk, each with their own login and role. The five-device limit of the WhatsApp Business app does not apply.
Do I need the WhatsApp Business API, or is the app enough?: You need the Cloud API. The WhatsApp Business app cannot be connected to a third-party inbox, and it caps you at five linked devices with no assignment or reporting.
Will my existing chat history move across?: No. The Cloud API does not expose past conversations, so DashDesk starts from the first message that arrives after the webhook goes live. Existing threads stay in the app you used before.
Does DashDesk support WhatsApp media and delivery receipts?: Yes. Text, images, documents and voice notes are mapped into the thread, and delivery and read status are shown per message.
Can I use the same inbox for Instagram and Messenger?: Yes. Instagram Direct and Facebook Messenger connect the same way and share the inbox, routing rules and AI settings. Starter includes two channels; Growth and Scale include all of them.