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Shared WhatsApp and email work

Bring WhatsApp and email into one owned customer workflow.

Route shared conversations to the right team, identify the customer, make the owner and next action visible, and preserve a useful history when the conversation or responsibility changes.

For teams serving the same customers across WhatsApp and emailWhatsApp and email available today
Start free trialSee how the work moves
Current productSanitized WRKZY demo workspace
WRKZY Work inbox showing shared WhatsApp conversations, owner, priority, response timing, next action, customer context, and a draft awaiting review.
The channel, customer, owner, and next action share one work view.

This current capture shows a WhatsApp request inside team-managed Work. Email is available in WRKZY today, but this selected conversation is not presented as an email thread.

  • Shared customer work
  • Owner and timing
  • Context and reviewable assistance
01WhatsApp and email are available today02Shared work reaches a configured team destination03Private Mail remains owner-scoped until deliberately shared04The next action stays visible when channels or owners change

Where shared conversations break

The customer changed channels. The team lost the thread.

A customer emails a request, follows up on WhatsApp, and receives replies from two teammates who cannot see the same relationship context. This is an illustrative scenario—not customer proof or a claim that every conversation is automatically merged.

  • The customer repeats details because identity and context are checked separately.
  • Different teammates make commitments without one visible owner or next action.
  • Personal mail can be overshared—or remain silently disconnected from shared work.
Illustrative shared-conversation workflow
Before
  1. 01
    Channel silosWhatsApp and email are monitored in separate routines.
  2. 02
    Identity guessThe team decides manually whether messages belong to the same customer.
  3. 03
    Duplicate repliesTwo teammates respond without one visible owner.
  4. 04
    Lost next stepThe latest commitment stays in one channel or mailbox.
With WRKZY
  1. 01
    Configured arrivalShared sources route into team-managed Work.
  2. 02
    Verified customerThe teammate checks identity and relationship context.
  3. 03
    Owned responseOne responsible person reviews and sends the reply.
  4. 04
    Shared next actionThe promise and follow-up remain visible to the team.

From channel arrival to accountable follow-through

Treat the message as a customer signal—not the whole customer story.

The workflow keeps transport, identity, responsibility, response, and follow-through as separate decisions the team can inspect.

  1. 01

    Connect and route the shared source

    Inbox
    You do

    Connect the WhatsApp or shared-email source and choose its responsible team destination.

    WRKZY keeps visible

    Workspace channel connections establish transport; team-inbox routing establishes operational responsibility.

    Outcome

    New shared work appears where the team is expected to monitor it.

  2. 02

    Verify the customer relationship

    Customer context
    You do

    Confirm the contact and company before using earlier activity to decide the response.

    WRKZY keeps visible

    Keep authorized conversation, relationship, commercial, and commitment context close to the work.

    Outcome

    The customer does not have to reconstruct information the team already has.

  3. 03

    Assign the current response

    Inbox
    You do

    Name one owner, set priority from customer impact, and add response timing when needed.

    WRKZY keeps visible

    Assignment, queue, priority, SLA, and Next describe distinct parts of the operating state.

    Outcome

    The team can see who is replying and which conversations are still unowned.

  4. 04

    Reply deliberately

    AI assistance
    You do

    Review the source context and send the response through the appropriate active conversation.

    WRKZY keeps visible

    Use AI only for reviewable summaries, drafts, rewrites, or suggestions; a person remains responsible for the action.

    Outcome

    Assistance can shorten preparation without hiding who made the customer decision.

  5. 05

    Preserve the next commitment

    Workspaces
    You do

    Record the follow-up, waiting state, linked work, or resolution another teammate needs.

    WRKZY keeps visible

    Keep the next action in shared Work; keep Private Mail owner-scoped until its owner deliberately shares useful context.

    Outcome

    A channel or owner change does not erase the customer promise.

Product evidence and operating model

Make channel boundaries and customer responsibility easy to understand.

Each current capture proves one part of the model: team routing, customer context, or private-email boundaries. None is used to imply automatic identity matching or unrestricted access.

01

Shared Work

Route shared conversations to the team that can finish them.

Connect channels at the workspace level, then use team inboxes when responsibility, membership, routing, or service expectations differ.

Explore inbox
Current productSanitized WRKZY demo workspace
WRKZY Team Inbox settings showing one default Customer Work inbox, a connected WhatsApp route, three open conversations, and one unassigned conversation.
Route shared conversations to the team that can finish them.

The current Team Inbox view shows one default Customer Work destination, one connected WhatsApp route, three open conversations, and one unassigned conversation.

  • Default team destination
  • Connected route
  • Visible unassigned work
02

Relationship context

Decide from the customer relationship, not an isolated message.

Authorized context can bring the contact, company, recent activity, open commercial work, owner, and commitments close enough to inform the next response.

Explore customer context
Current productSanitized WRKZY demo workspace
WRKZY Commercial customer view for Aarav Mehta at Mehta Stores with Email, WhatsApp, and Assign owner controls, one open ₹1,85,000 deal, and no open quotes.
Decide from the customer relationship, not an isolated message.

The current customer view identifies Aarav and Mehta Stores, offers Email and WhatsApp actions plus Assign owner, and shows one open ₹1,85,000 deal with no open quote. The adjacent model explains the wider context categories.

  • Contact and company
  • Email, WhatsApp, and Assign owner controls
  • One open deal and zero open quotes
Illustrative product model
AM
Aarav MehtaMehta Stores · Commercial relationship
IdentityContact · company
RelationshipLifecycle · tags · lists
ConversationWhatsApp · email
CommercialDeal · quote · catalog
CommitmentOwner · follow-up · due date

The next person sees the relationship—not an isolated message.

How the wider operating model fits around the current product view.

    03

    Deliberate sharing

    Keep personal email private until its owner shares useful context.

    Private Mail is owner-scoped. Its owner chooses when shared customer work needs relevant context; the product should not silently expose a personal mailbox to the team.

    Explore inbox
    Current productSanitized WRKZY demo workspace
    WRKZY Private Mail view stating that only the owner can see mail until it is shared, with an option to connect a work mailbox.
    Keep personal email private until its owner shares useful context.

    The current Private Mail view states that only its owner can see mail until it is shared. This capture does not claim a shared handoff has already occurred.

    • Owner-scoped mailbox
    • Headers indexed first
    • Message bodies load only when needed

    What improves

    The team can separate channel transport from customer responsibility.

    Use these four operating signals to review a shared conversation workflow.

    01Arrival

    Where does new work land?

    A configured team destination makes the monitoring responsibility explicit.

    02Context

    Which customer evidence informs the reply?

    Verified relationship context reduces avoidable repetition and contradictory commitments.

    03Ownership

    Who sends the next response?

    Assignment, priority, and timing make responsibility visible.

    04Continuity

    What survives a channel change?

    The shared next action and relevant history remain available to the next authorized teammate.

    When a conversation changes teams

    Move the responsibility, not just the message.

    A support, sales, or operations handoff should keep the verified customer, current state, accepted owner, due action, and return path visible even when the conversation began in another channel.

    See the Support workflowImprove customer handoffs
    Illustrative conversation handoff
    Customer verified; next action accepted by Support.

    The WhatsApp follow-up refers to the earlier email request. Support owns the response today; operations will provide the linked availability outcome.

    Customer
    Verified contact and company relationship
    Current state
    What the latest conversation asks and what is already complete
    Owner and time
    Who accepted the response and when it is due
    Return path
    Which conversation carries the next customer update
    Accepted by the next owner

    Start with one shared source

    Give one recurring conversation a clear destination and owner.

    Choose one WhatsApp or shared-email path. Define its team destination, customer check, ownership rule, response decision, and visible next action in WRKZY.

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