One WhatsApp and Instagram Inbox for the Whole Team

In most small businesses the customer conversations live on one phone. The owner's WhatsApp holds the bookings, a colleague answers Instagram from their own account, and when either of them is busy, on holiday or gone, the thread goes with them. Convelly brings every WhatsApp and Instagram conversation into one shared inbox. A conversation is never lost in someone's phone. It belongs to the team, everyone sees the same thread, and it is there on the web and in the mobile app at the same time.

Every channel, one thread

Today that means WhatsApp and Instagram. Your own business number is connected through Meta's official WhatsApp Business service, in a few minutes, inside Convelly. Everything WhatsApp allows arrives in the inbox: text, photos, videos, voice notes, documents, locations, contact cards, stickers and messages with buttons. For every message you send, you see what happened to it: sent, delivered, read, or failed, with the reason in plain words. Convelly also shows where you stand with WhatsApp's 24-hour rule and switches to an approved message when free text is no longer allowed, so your reply still arrives. Your number's health is visible at a glance, with WhatsApp's quality rating, how many people you may message per day and whether the connection is fine, and admins are alerted if anything changes.

From Instagram, direct messages, replies to your stories and story mentions all land in the same inbox. Comments on your posts and reels show up as conversations too, so you can reply publicly, reply privately by message, or hide a comment without leaving Convelly. The connection keeps itself alive and Instagram's rules are followed automatically. How comments and lead ads turn into conversations is covered on the Instagram DMs and comments page.

If the same customer writes on WhatsApp today and on Instagram tomorrow, Convelly knows it is the same person. Their conversations, bookings and deals stay together on one record. The guide on matching one customer across channels explains why that matters more than it sounds.

Separate inboxes for separate jobs

One inbox for everything works for a solo studio. As soon as a front desk, a sales person and a treatment team share the same number, it stops working. Convelly lets you create separate inboxes for different jobs, for example Front desk, Sales and Support, each with its own people. Every inbox has its own reply-time target, so conversations that have waited too long stand out, and old conversations close themselves after a number of days you choose. If you are setting targets for the first time, setting response time targets for chat support is a practical starting point.

Conversations go to the right person

New conversations do not sit in a shared pile waiting for someone to feel responsible. Hand them out yourself, let Convelly take turns between team members, or give each new conversation to whoever has the fewest open ones. If some people are offline, new conversations go only to those who are online, and who is online is visible to everyone. Several people can work on the same conversation when a case needs it. The guide on assigning conversations without chaos walks through which rule suits which team, and the wider guide on building a WhatsApp support team that scales covers hiring, training and quality.

Views that show what needs you

Unread means unread by you. If a colleague opened a message, it does not disappear from your list. On top of that, labels, priorities and ready-made views keep the inbox honest:

• Needs reply, Waiting for the customer, Reply window closing soon, I was mentioned, and Snoozed are there from the start. Save your own views too, for yourself or for the team.
• Snooze a conversation until later today, tomorrow, next week, or a date you pick. It comes back on its own.
• Search by name, phone number, email, or the words inside messages, including the words inside voice notes.
• Block, spam and bin: block a customer once and they are blocked everywhere. Deleted conversations wait in a bin for 30 days in case you need them back.

Private notes, mentions, and a thread that remembers

Inside every conversation your team can leave private notes the customer never sees. Mention a colleague with @ and they get notified, which is how a stylist tells the front desk "she asked about the package, send her the price list" without switching apps. The thread also remembers what happened to it: who it was assigned to, when it was moved to another inbox, snoozed or blocked. When a conversation changes hands, the next person reads the notes and the history instead of asking the customer to repeat themselves. Internal notes and handoffs shows how teams keep that context tidy. The same notes are read by the AI before it replies, though it never reveals that they exist.

Voice notes written out, and a helping hand while you type

Voice notes are written out automatically, so nobody has to listen to a two-minute audio to know what was asked, and you can search inside them. The guide on handling voice notes without losing an hour a day is about exactly this problem, and the wider guide on voice notes, photos and files in chat covers the rest of what customers send.

When a person is writing, the same intelligence that powers the AI customer chat helps in the message box: write a reply from the conversation and the customer's history, improve, shorten or lengthen a draft, fix the grammar, make it friendlier or more professional, translate into eight languages, or summarise a long conversation in a few lines before you take it over. Quick replies keep your standard answers, with an attachment, one click away for any channel, and you can pick a product and drop a payment link straight into the chat. One switch in every conversation decides whether the AI answers or a person does.

On your phone, live

New messages appear instantly on the web and in the iPhone and Android apps, with the same data and a phone-friendly inbox, so the owner between two clients and the colleague at the desk see the same thing at the same moment. Push notifications on your phone and in the browser cover new messages, mentions, channel problems and campaign results, and you can mute any workspace. What actually works better on mobile and the guide on running the whole CRM from your phone are worth reading if most of your day happens away from a desk.

Each business is its own workspace, with its own people, data, channels and billing, and one person can belong to several and switch in a click. There are two roles: admins run everything, including people, billing and the AI, and members work with conversations, customers, deals and the calendar. Invite by email. The app speaks English, German and Arabic, including right-to-left layout, and has dark mode everywhere.

Paradiso Fulda runs a beauty studio and a gym through one Convelly inbox:

“

Beauty clients and gym members ask completely different things. The AI keeps both conversations right — we just see the ones that need us.

— Club Manager, Paradiso Fulda

Where the customer record lives

Every conversation belongs to a customer in your customer list, with their phone numbers, emails, Instagram and WhatsApp identities, tags, source, bookings, deals and notes. That is why the inbox is more than a place to answer: whatever your team learns in a chat is saved where the next person, and the AI, will find it. Plans, including how many people and channels each one covers, are on the pricing page.