Set up a shared front desk
Several people, one number, no double replies.
When three people answer the same WhatsApp number, two things go wrong: the same customer gets answered twice, or everyone assumes someone else has it and nobody answers at all.
This setup takes about fifteen minutes and fixes both.
1. Give everyone their own login
Do not share one account. Each person gets their own, so you can see who replied to what, and so conversations can be assigned to a named human.
2. Agree one rule: assign before you reply
The rule that does the work is simple. Before you type, assign the conversation to yourself. Everyone else can then see it is handled.
It only works if it is the whole team's habit, not a suggestion. Agree it out loud once, on day one.
3. Make the unassigned queue the shared to-do list
Filter to unassigned conversations. That is the queue — anything sitting there has nobody on it. When it is empty, nothing has been dropped.
Whoever opens the inbox first in the morning clears it.
4. Save the answers you all repeat
Opening hours, address, how to book, what you charge to deliver. Save them once and everyone answers the same way, in the same words, without retyping.
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5. Hand over at the end of a shift
At the end of a shift, reassign anything still open to whoever is on next, or unassign it back to the queue. The next person reads the thread and picks up mid-conversation — the full history is right there.
Once this is running, the natural next step is tagging conversations by what they are waiting on. That turns a tidy queue into something you can prioritise: Run a sales pipeline with tags.
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