Quick Answer
A shared social inbox unifies customer conversations from major messaging channels into one workspace so teams can route, respond, and report consistently.
Key Points
- Centralize WhatsApp, Instagram, and Facebook messages in one queue.
- Use assignment logic and SLA rules to prevent missed messages.
- Improve handoffs with internal notes and shared context in every thread.
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Team Inbox
Shared Social Inbox: How to Manage Customer Conversations Across Channels
Learn how a shared social inbox helps teams manage Instagram, Facebook, and WhatsApp conversations faster with clean collaboration and better visibility.
OnSync Collaboration Lab
2026-02-17
10 min read
Shared Inbox Operating Model
Centralized visibility
View WhatsApp, Instagram, and Facebook threads in one queue with full context.
SLA control
Use timers and routing rules to keep first-response and resolution targets predictable.
Clean handoffs
Pass conversations with internal notes, ownership tags, and collision prevention.
Governance
Apply permissions, audit trails, and quality controls across every channel.
Implementation Checklist
- Connect channels and normalize contact identities.
- Define assignment rules by team and conversation intent.
- Set first-response SLA targets and escalation thresholds.
- Build template libraries for repetitive scenarios.
- Review weekly dashboards for response and conversion performance.
Internal Links: Related Playbooks
Expand this system with multi-channel messaging operations.
Prevent duplicate replies using multi-team reply governance.
Benchmark tooling with platform comparison criteria.
Run every social conversation in one inbox
Eliminate context switching and help teams respond faster across WhatsApp, Instagram, and Facebook.