Do reps need to share one phone to use the inbox?

No. The inbox is shared in software. Reps log in with their own accounts and answer from the same business number without a physical device being passed around.

Is the team inbox allowed under WhatsApp rules?

The team inbox is for replying to customers who messaged you first, within the service window. Outbound campaigns use the official WhatsApp Cloud API with approved templates instead.

What is the 24-hour window and why does it matter?

Once a customer messages you, you can reply freely for 24 hours. After that you need an approved template to reopen the chat. Lead Opal shows the window countdown on every conversation.

Can I send images, PDFs and quotations in a chat?

Yes. Send photos, catalogues and quotation PDFs directly in the conversation, and use saved canned messages for common replies.

What happens to a conversation when a rep leaves?

Because chats are linked to leads and stored centrally, you reassign the conversation to another rep and they have the full history straight away.

Does the inbox work alongside WhatsApp campaigns?

Yes. Campaigns go out on the Cloud API and any replies land in the same team inbox, so one place handles both broadcast responses and direct enquiries.

WhatsApp Team Inbox Software

WhatsApp team inbox software for your whole sales team

Reps reply to customers from one place, chats get assigned like tickets, and every conversation is linked to the lead so nothing is lost when someone is on leave.

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Rakesh AgarwalYes please, go ahead.
Meera IyerDo you have ISI-marked gloves in stock?2
Jignesh PatelPlease share GST number for the PO.1
Lakshmi NarayananPayment done, sharing the screenshot.

Rakesh AgarwalAssigned · Priya S.

Hi, saw your listing on IndiaMART. Need 500 kg MS hex bolts, 12mm. Please share your best rate.09:12

Thanks for reaching out! For 500 kg we can offer Rs 85/kg including packing. GST 18% extra.09:20

Okay. Can you deliver to Kanpur by next week?09:34

Yes — dispatch in 2 working days, delivery in 4-5 days. Shall I send a formal quotation?09:39

Yes please, go ahead.09:41

Template · quotation_ready

Assign and tag chatsLinked to the lead

0number, many reps

0hservice window tracked

0personal numbers shared

Inbox

Built like a helpdesk, not a group chat

Assign conversations

Route a chat to a rep so it is clearly someone job to answer, and reassign when priorities change.

Tag and organise

Label chats by product, city or stage and filter the inbox down to what matters now.

Linked to the lead

Every conversation is attached to the lead record, next to calls, quotations and pipeline stage.

Service window aware

Lead Opal tracks the 24-hour WhatsApp customer service window so you know when a template is required.

Reply fast, from your business number

The team inbox mirrors your business WhatsApp line so any assigned rep can answer. Canned replies and media messages keep responses quick and consistent.

Canned replies
Send images and PDFs

Rakesh AgarwalYes please, go ahead.
Meera IyerDo you have ISI-marked gloves in stock?2
Jignesh PatelPlease share GST number for the PO.1
Lakshmi NarayananPayment done, sharing the screenshot.

Rakesh AgarwalAssigned · Priya S.

Hi, saw your listing on IndiaMART. Need 500 kg MS hex bolts, 12mm. Please share your best rate.09:12

Thanks for reaching out! For 500 kg we can offer Rs 85/kg including packing. GST 18% extra.09:20

Okay. Can you deliver to Kanpur by next week?09:34

Yes — dispatch in 2 working days, delivery in 4-5 days. Shall I send a formal quotation?09:39

Yes please, go ahead.09:41

Template · quotation_ready

Canned repliesSend images and PDFs

Context on every chat

Open the linked lead without leaving the inbox to see the original enquiry, past quotations and where the deal sits, so replies are always informed.

Enquiry history
Quotation status

Rakesh AgarwalSri Balaji Industrial Supplies · Kanpur+91 90000 10011

IndiaMART

OwnerPriya SharmaStageQuotedValue₹42,500

FastenersBulk orderRepeat buyer

Enquiry received from IndiaMART28 Aug, 09:12
WhatsApp welcome message sent28 Aug, 11:03
Rate card email opened28 Aug, 14:20
Quotation QT-2026-0042 sent29 Aug, 10:41

Enquiry historyQuotation status

How the inbox works

Customer messages your number
Their WhatsApp message lands in the shared inbox and is matched to an existing lead or creates a new one.
A rep picks it up
The chat is assigned, tagged and answered, with the 24-hour window shown so the rep knows if a template is needed.
The lead stays updated
The conversation is logged on the lead and can trigger automations such as a follow-up task or a stage change.

Ready to stop losing leads?

See Lead Opal running on your own IndiaMART, TradeIndia and JustDial enquiries. We usually reply within one business day.

Request a Demo

FAQ

Frequently asked questions

Everything Lead Opal teams ask before they get started.

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Fill in your details and our team will reach out within 24 hours to schedule your personalised walkthrough.

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Send us a message directly and we’ll set up your account in minutes.

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Free onboarding assistance
No credit card required
Import your leads from Excel
24-hour support response

Keep exploring

WhatsApp team inbox software for your whole sales team

Built like a helpdesk, not a group chat

Assign conversations

Tag and organise

Linked to the lead

Service window aware

Reply fast, from your business number

Context on every chat

How the inbox works

Customer messages your number

A rep picks it up

The lead stays updated

Ready to stop losing leads?

Frequently asked questions

Request a Demo

Prefer WhatsApp?

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