Staff can review customer messages and Salma’s replies in the connected conversation. The customer does not need to explain everything again simply because a person joins. A shared history gives your team a useful starting point; permissions still determine which staff can access and act.
The same WhatsApp number, with a clear staff workspace
For connected WhatsApp conversations, staff work through Salma’s dashboard inbox. That is the shared-number experience described here. Continuing to use the WhatsApp Business mobile app is a separate connection option whose eligibility must be checked during setup.
Collaboration needs clear ownership
Your team should agree who monitors the inbox, who handles exceptions and when a conversation can return to Salma. The software provides controls, but a sensible staffing process makes those controls useful. Demonstrate a realistic handover rather than relying on an abstract promise of collaboration.
FAQ
Questions, answered
Can staff see what Salma has said?
Yes. The shared conversation includes customer and assistant messages, with staff replies in the same conversation history.
Can everyone reply at the same time?
Use the takeover controls and agreed team process to manage responsibility. We demonstrate the supported behavior for your channels and permissions.
Let Salma handle routine questions while staff take over sensitive or complex conversations. Explore takeover and return-to-AI controls in the shared inbox.
