Your team’s WhatsApp, finally organized.
A shared inbox turns one busy WhatsApp number into a real team workspace. Conversations are routed to the right team, assigned to a specific agent, and visible to everyone who should see them — so nothing is missed, nothing is answered twice, and every customer reaches the right person.
One place
Every chat across your numbers in a single inbox the whole team works from.
Clear ownership
Each conversation has an owner, a team and a status — no more “who’s got this?”.
Right access
Roles decide who sees and does what, so agents only handle what’s theirs.
Set up your team in four steps.
Connect numbers
Bring your WhatsApp numbers into one shared inbox for the whole company.
Create teams
Group agents into departments like Sales and Support, each with its own numbers and hours.
Assign roles
Give each member a role — from Chat Agent to Super Agent — with the right permissions.
Reply together
Assign chats, use quick replies, and hand off seamlessly — all in real time.
Built for teams, not just one person.
Assign conversations
Route a chat to a team or assign it to an agent in one click — with live Assigned / Unassigned views.
Many numbers, one inbox
Filter by WhatsApp number and team so everyone sees only what matters to them.
Labels & statuses
Tag conversations as leads, orders or support and mark them active or resolved.
Search & filter
Find any conversation by contact, number, team or assignment in seconds.
Start conversations
Open a new chat from a contact with an approved template, pre-assigned to an agent.
Seamless handoff
Reassign between agents and teams without losing any history or context.
Everyone gets exactly the right access.
Start from ready-made role templates or build your own, then organize agents into teams with their own numbers, managers and business hours.
Account Manager
An inbox operator who can view and handle only the conversations assigned to them.
2 membersChat Agent
An inbox-only operator who can view conversations, reply, and send approved templates.
1 memberDepartment Manager
Manages one or more teams without org-wide access — can view, assign and reassign.
1 memberSuper Agent
Can fully operate Mersal’s messaging workflows — WhatsApp, SMS, Inbox, campaigns and templates.
1 memberGranular permissions
Build a custom role and toggle exactly what it can do across every part of Mersal.
Teams & departments
Group agents, assign numbers and set business hours per team.
Answer in one keystroke.
Save your best responses once and drop them into any chat by typing # — with the customer’s details filled in automatically.
See how your team performs.
Operational metrics scoped to your teams — volumes, response times and per-agent workload.
Agent workload
Team performance
Give your team one inbox.
Bring every conversation together and reply as a team — free to start.