A shared inbox for all your customer messages, from every channel, on one screen
Short answer: A shared inbox in ITC-CRM brings WhatsApp, Instagram, Facebook Messenger and your website chat into one screen your whole team sees together. Each customer stays one record with their full history across channels, and every conversation is marked open, pending or closed and assigned to a team member, on web and mobile.
WhatsApp on one employee's phone, Instagram on another's, and page messages nobody opens. That is how messages get lost. ITC-CRM brings them all into one inbox your whole team sees together.
No credit card · Set up in under ten minutesWhich channels does the ITC-CRM shared inbox support?
- Official WhatsApp (WhatsApp Business API) through Meta.
- Your existing WhatsApp Business number, connected to the official API while the app keeps working on your phone.
- Facebook Page Messenger and Instagram professional account messages.
- A chat widget you add to your website with one line.
Does a customer who writes on two channels become two records?
A customer who messaged you on Instagram and then wrote on WhatsApp stays one record, not two, so your team member sees their full history — their messages, colleagues' notes and their sales stage — before replying.
How does a shared inbox stay organised for the whole team?
- Every conversation is open, pending or closed, and assigned or unassigned.
- Alerts for conversations left unanswered past a time you set.
- Quick replies for frequent questions, and internal notes the customer never sees.
- A staff app for Android and iPhone with instant notifications.
How it starts
- 1
Connect your channels
Each channel in a few clicks from the Integrations page.
- 2
Add your team
Each employee gets their own account and permissions, and sees what concerns them.
- 3
Start replying
From the browser or the mobile app.
FAQ
Can I connect more than one WhatsApp number?
Yes. ITC-CRM lets one company connect several WhatsApp numbers and several pages, and all their conversations appear in the same inbox labelled with the channel name.
Does every employee see every conversation?
No, not necessarily. In ITC-CRM a regular employee sees the conversations assigned to them, while managers and the owner see everything.
Do the messages stay on my phone as well?
Yes, when you connect your WhatsApp Business number to the official API and keep the app on your phone. The messages stay in the app as usual and appear in ITC-CRM at the same time.
Can I use the shared inbox on my phone?
Yes. ITC-CRM has a staff app for Android and iPhone with instant notifications, so your team can reply from the browser or from the mobile app.
Can my team leave notes the customer does not see?
Yes. ITC-CRM lets your team add internal notes inside a conversation that the customer never sees, alongside quick replies for frequent questions.
Will I know when a conversation has been left unanswered?
Yes. ITC-CRM sends alerts for conversations left unanswered past a time you set, so no customer waits unnoticed.
Try it on your real customers
Seven full days, no credit card. And if it is not for you, your data leaves with you in one click.