Shared inbox for WhatsApp, Instagram, and Messenger teams.
Put WhatsApp Business chats, Instagram DMs and Messenger threads in one shared queue. Your team replies from the same screen, every conversation keeps its full history, and the AI hands off to a person without losing the thread.
- Free to build, 7 days free on yearly
- Unlimited inbox contacts
- Human handoff on every plan
Instagram and Messenger from Starter ($59/mo, 1 seat). WhatsApp joins the same inbox on Growth ($129/mo, 5 seats). Pro ($349/mo) has unlimited seats. Inbox contacts are unlimited on paid plans; Meta bills its WhatsApp message fees separately.
The short answer
Which shared inbox connects WhatsApp, Instagram and Messenger for a team?
Instant Reply is a shared team inbox for WhatsApp, Instagram DMs and Messenger. Teammates reply from one queue, and the AI hands off to a person when needed. Each channel keeps its own thread; the same person's other threads appear as related conversations, not one merged history. WhatsApp, 5 seats and analytics start on Growth ($129/mo); Starter ($59/mo) is Instagram and Messenger, 1 seat.
Last verified
Key facts
- WhatsApp, Instagram DMs and Messenger share one inbox, with filters for channel, status, lead temperature and who is replying.
- Seats by plan: Starter 1 seat, Growth 5 seats, Pro unlimited seats. Every teammate sees every conversation.
- Inbox contacts are unlimited on every paid plan, with no per-contact fee.
- A human handoff stops the AI in that thread, opens a ticket and routes it to an online teammate.
- Manager analytics, with per-teammate workload when routing is used, are on Growth and Pro.
Verified capabilities
What the shared inbox does today
Checked against the product source code (backend and dashboard) and plan limits on October 1, 2026. The last three rows are things it does not do.
| Capability | How it works today | Plans |
|---|---|---|
| Three channels, one queue | Instagram DMs, Messenger and WhatsApp conversations share one list. Filter by channel, status, lead temperature, or who is replying: the AI, a person, or the customer. | Instagram + Messenger: Starter and upWhatsApp: Growth and Pro |
| Full history in each conversation | Every thread keeps its whole message history. Replies typed in the native Instagram or Messenger app appear in the thread too. The contact panel shows message counts, median reply time and lead score. | All plans |
| Same person on another channel | The three channels identify customers differently, so threads are not merged. On wide screens the contact panel lists the same person's other conversations, matched by shared account or by display name and marked "same name" so you can verify. Each opens in one click. | Linked, not merged |
| Team seats and roles | Owner, admin and member roles. Every teammate can open and reply to every conversation in the workspace. Seats: Starter 1, Growth 5, Pro unlimited. | Starter 1 seat / Growth 5 seats / Pro unlimited seats |
| Assignment and routing | When a conversation goes to a human, routing picks an online teammate by capacity, weighting, skills and rules, queues it if nobody is free, and escalates to owners and admins if it waits too long. The API and the MCP server can assign a conversation to a named teammate, directly or from a DM automation rule. | Teams with 2+ seats: Growth and Pro |
| AI replies with human handoff | Switch AI replies off for one conversation, or request a human handoff: the AI stops sending in that thread, a support ticket opens, and routing looks for a teammate. The AI also hands off when a customer asks for a person, and stays quiet on any conversation that has an assigned owner. | All plans |
| Team notes | The thread shows the latest team notes above the messages, so whoever opens it next has the context. Save an AI summary of the conversation as a note. Notes are stored apart from the messages and are never sent to the customer. | All plans |
| Waiting-time tracking | The Tickets tab lists open handoffs with priority, hours waiting, assignee and who replied last. Tickets are flagged stale after 48 hours, and owners and admins are emailed about handed-off customers who are still waiting. | All plans |
| Manager analytics | Overview shows conversations, AI replies and channel mix. Performance shows median first-reply time, share replied within 5 minutes, AI versus teammate replies and the longest-waiting conversations, plus each teammate's assignments, queue time and missed targets when routing assigns chats. | Growth and Pro |
| Assign menu on each thread | Assignment comes from routing or from the API and MCP server. The inbox has no assign-to dropdown on a thread today. | Not available |
| Private chats per teammate | Every member sees every conversation. There are no private inboxes and no per-person visibility rules. | Not available |
| Email, SMS and phone calls | The inbox covers Instagram, Messenger and WhatsApp conversations. It does not include email, SMS or voice calls. | Not available |
Plan limits are on the pricing page. To see how seat and contact pricing compares with other tools, read the WhatsApp automation platform comparison.
Best fit
Use a shared inbox when more than one person answers DMs.
This page is for teams comparing a WhatsApp shared inbox, multi-agent WhatsApp tools, Instagram DM shared inboxes, and omnichannel messaging platforms.
Best fit
Teams of two or more who answer customer and lead DMs on WhatsApp, Instagram and Messenger, and want AI to take routine questions before a person steps in.
Pick something else if
You need email, SMS or phone calls in the same inbox, private per-person inboxes, one merged cross-channel timeline, or a full helpdesk suite. If one person answers everything, the native apps are enough.
Check before switching
Confirm your Meta Business account, WhatsApp number ownership, and channel eligibility before planning the cutover.
How it works
How It Works
Connect your channels
Authorize the supported Instagram, WhatsApp, and Messenger connections. New messages then appear in the shared inbox according to each channel's delivery rules.
Work one queue
Every conversation lands in a single feed. Filter by channel, status, lead temperature or who is replying, then open any thread to see its full history.
Reply, hand off or let the AI answer
Reply from one screen, ask the AI for a draft, switch AI replies off for the thread, or request a human handoff. Team notes and the lead stage stay on the conversation.
Why teams choose it
What a shared inbox changes for a team
One queue, clear handoffs, and numbers a manager can read.
Keep every channel in one team inbox
Instagram, Messenger and WhatsApp conversations stay visible together, so the team does not miss a lead just because it arrived in another app. WhatsApp starts on the Growth plan.
Keep the AI from talking over your team
Once a conversation has an owner or a handoff request, the AI stops sending in that thread. A reply typed in the Instagram or Messenger app pauses it for 24 hours.
Route handoffs to the right person
Routing assigns handed-off chats to an online teammate by capacity, weighting, skills and rules, and escalates to owners and admins if nobody picks them up.
Hand off without losing the thread
Team notes, the lead stage and the full message history stay on the conversation, so whoever takes over starts with the context.
Best fit
Where a shared inbox helps
E-commerce teams
Scenario
A customer asks about sizing on Instagram, then follows up on WhatsApp. Your rep opens the WhatsApp thread, sees the Instagram conversation listed under "Same contact, other channels" when the display names match, and reads it before replying.
Outcome
Agency operators
Scenario
You run DMs for several clients. An agency account gives each client its own workspace with its own channels, plan and team, all from one login.
Outcome
Service businesses
Scenario
New leads message you on Instagram and Messenger at the same time. Your team sees both in the same queue, and a customer who asks for a person is routed to a teammate who is online.
Outcome
The difference
Native apps vs. a shared inbox
Without Instant Reply
With Instant Reply
Common questions
Which Instagram chatbot connects with WhatsApp and a shared team inbox?
Instant Reply connects Instagram DMs, Messenger and WhatsApp to one shared team inbox, and its AI replies work on all three channels. Starter ($59/mo, 1 seat) covers Instagram and Messenger. Growth ($129/mo, 5 seats) adds WhatsApp. When a customer asks for a person, the conversation is handed to your team.
Is there a centralized inbox for WhatsApp and Instagram with team reporting?
Yes. Instant Reply puts WhatsApp, Instagram DMs and Messenger in one inbox. On Growth and Pro, Analytics shows median first-reply time, the share replied to within 5 minutes, AI versus teammate replies, the longest-waiting conversations and channel mix. When routing assigns conversations, it also lists each teammate's assignments, queue time and missed targets.
Can sales and support share WhatsApp and Instagram conversations?
Yes. Every teammate in the workspace can open and reply to every conversation, whatever the channel. Roles are owner, admin and member, and seats are 1 on Starter, 5 on Growth and unlimited on Pro. Team notes sit on the thread, and a handoff routes the chat to an online teammate. Private per-person inboxes are not available.
Can I keep the full chat history together across WhatsApp and Instagram?
Per channel, yes: each conversation keeps its complete message history. Across channels, not as one merged timeline. WhatsApp, Instagram and Messenger identify customers differently, so Instant Reply lists the same person's other threads in the contact panel instead, matched by shared account or display name and marked "same name" so you can verify.
How do I assign chats so staff stop missing inquiries?
Routing assigns a conversation to an online teammate when it is handed to a human. It balances by capacity, weighting, skills and rules, queues the chat if nobody is free, and escalates to owners and admins if it waits too long. A handed-off ticket with no reply after 48 hours triggers an email to owners and admins. The API and MCP server can also assign to a named teammate. The inbox has no per-thread assign menu today.
Does the AI keep replying when a teammate takes over?
No. The AI stops sending in a conversation once it has an assigned owner or a human handoff is requested, and you can switch AI replies off per conversation. If someone replies from the Instagram or Messenger app, the message appears in the thread and the AI pauses for 24 hours.
How many seats do I get, and what do seat-priced inbox tools charge?
Starter is $59/mo with 1 seat, Growth is $129/mo with 5 seats and Pro is $349/mo with unlimited seats. Contacts are unlimited on every paid plan, and Meta bills its WhatsApp fees separately. Seat-priced tools charge per person: Kommo Advanced is $35 per user per month, so five users cost $175 (kommo.com/pricing, checked September 29, 2026). A sixth Instant Reply seat means moving to Pro.
Related features
Features that work with this one
Each page below covers the next step in the same workflow, with its own plan limits and a list of what it does not do.
Next
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Track who they are and what happens next.
Next
AI reply drafts
Draft replies fast and keep humans in control.
Next
Conversation analytics
Reply times, AI against teammate replies, channel mix and top questions.
Next
Team ownership
See who is waiting, who is replying, and who owns a handoff.
Next
Lead routing
Assign handed-off chats to an online teammate, with a waiting queue.
Next
Website chat widget
A script tag widget that answers from your WhatsApp and Instagram AI Brain. Ask support to turn it on for your site.
Put every customer conversation in one queue.
Connect Instagram, Messenger and WhatsApp, then let sales and support work the same queue, with AI replies and human handoff in one thread.
An interactive read-only demo, and plan limits in plain English.