How many agents can answer?

It depends on your plan. You create sub-accounts for employees, each with its own permissions.

Does an agent see every customer?

Not necessarily. Restricting agents to their assigned chats is a setting you turn on; it is off by default so your account's behaviour never changes without your decision.

Is there a mobile app?

Yes — an Android app for agents with the inbox and push notifications.

What about working hours?

You can set a shift per employee; when it ends their conversations return to the queue instead of sitting under the name of someone who went home.

What happens to a conversation when an agent's shift ends?

Conversations assigned to them are released automatically when the shift ends and return to the queue, instead of staying reserved in the name of somebody who will not open their laptop until tomorrow.

Can a conversation be handed to a colleague?

Yes, and a handover is a request the colleague accepts or declines — not a toss. The right to send stays with the current owner until it is accepted, so no conversation is left ownerless in between.

Can I search inside old conversations?

Yes, full-text search across the account's messages. It applies the same permissions: an agent restricted to their own chats does not find a colleague's conversation in the results, because every hit is re-read from the database under the caller's own scope rather than trusted from the search index.

Can I see who is typing?

Yes — a typing indicator, who is viewing the conversation right now, and who on the team is online. These are ephemeral and stored nowhere: a keystroke indicator is not a record that belongs beside the view log.

Can agents reply from a phone?

Yes, through an Android app for agents carrying the inbox and push notifications. It matters most for whoever covers evenings or weekends without sitting at a computer.

A shared WhatsApp inbox for your team

When several people answer from one phone, conversations get lost, answers get duplicated, and nobody knows who replied. A shared inbox makes the number a team resource instead of a device in somebody's pocket.

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Who owns the conversation

A conversation is assigned to an agent so everyone else knows it is covered. It can be handed to a colleague who accepts or declines it — because a handover nobody accepted is a lost conversation.

Who sees what

An employee can be limited to their assigned chats plus the unassigned queue, limited to their branch or team, and have customer numbers masked from them. Three independent scopes, enforced on every read path — including search.

What gets recorded

Changes go to an audit log, and deliberately opening a named customer's data goes to a separate view log. That distinction matters the day you have to show who looked at what.

The 24-hour window, and what it means in practice

When the customer writes first, a 24-hour service window opens in which you can reply in free text, images and files — no templates, no constraints on wording.

After it closes you cannot start the conversation again except with an approved template. That makes response time operational rather than merely polite: a conversation left for eighteen hours becomes a conversation that needs a template to resume.

So Barqia shows the remaining time inside the conversation itself, not in a report read at month end. The agent can see they have two hours before what they are able to send changes.

Three scopes of access, all applied together

"Who sees what" is not one setting but three independent ones, each with a different audience:

Branch scope: which WhatsApp numbers an employee may handle at all.
Restrict to assigned chats: they see what is theirs and the unassigned queue, not a colleague's conversations. Opt-in, off by default.
Team: narrows even that queue to the employee's own desk.
And above all of it: masking the customer's mobile from a given employee — they answer the conversation without seeing the number.

What is recorded, and why it matters

Every change is written to an audit log: who edited a setting, who assigned a conversation, who deleted something. And every deliberate opening of a named customer's conversation is written to a separate view log.

The two are separate on purpose: the first answers "who did this?" and the second answers "who looked at this customer's data?". Different questions, asked in different situations.

Only deliberate views are logged — not the inbox's automatic refresh. Counting those would show an agent as having "viewed" hundreds of customers they never opened.

From an inbox to a ticket

Some conversations are not a question answered in a minute but a problem that takes days: a damaged shipment, a return, a wrong item. Leaving them in the inbox means they are either forgotten or left open cluttering everything else.

A conversation can be turned into a ticket with a status, an owner and a change history, while the conversation itself stays the channel. A public comment on the ticket reaches the customer as a real WhatsApp reply — not as a notification in a system they never open.

And when the ticket closes, a rating request can go out automatically, so service is measured at the moment it is judged rather than a week later.

What actually gets measured

"Our team is fast" is not information. Three numbers are, because you can act on them.

First response time: how long before the customer sees a human reply? That is what decides their impression, not resolution time.

Load distribution: who is carrying how much? It shows up in the view log and in conversation assignment, and it usually reveals that two people are carrying what is supposed to be spread across five.

And the customer's rating after closing: requested automatically when a conversation or ticket closes, and only counted when the whole message is a number — so a customer writing "5 pieces please" does not become a five-star rating they never gave.

How to start

1Activate your WhatsApp Business number through Meta's embedded signup.
2Add your staff, granting each only the sections they need.
3Set branch scope if you run more than one number.
4Decide: does an employee see every conversation, or only their own? The second is opt-in and off by default.
5Create quick replies for the repeated questions so nobody retypes them.
6Read the view log after a month — not to police, but to learn who is actually carrying the load.

Common questions

How many agents can answer?: It depends on your plan. You create sub-accounts for employees, each with its own permissions.
Does an agent see every customer?: Not necessarily. Restricting agents to their assigned chats is a setting you turn on; it is off by default so your account's behaviour never changes without your decision.
Is there a mobile app?: Yes — an Android app for agents with the inbox and push notifications.
What about working hours?: You can set a shift per employee; when it ends their conversations return to the queue instead of sitting under the name of someone who went home.
What happens to a conversation when an agent's shift ends?: Conversations assigned to them are released automatically when the shift ends and return to the queue, instead of staying reserved in the name of somebody who will not open their laptop until tomorrow.
Can a conversation be handed to a colleague?: Yes, and a handover is a request the colleague accepts or declines — not a toss. The right to send stays with the current owner until it is accepted, so no conversation is left ownerless in between.
Can I search inside old conversations?: Yes, full-text search across the account's messages. It applies the same permissions: an agent restricted to their own chats does not find a colleague's conversation in the results, because every hit is re-read from the database under the caller's own scope rather than trusted from the search index.
Can I see who is typing?: Yes — a typing indicator, who is viewing the conversation right now, and who on the team is online. These are ephemeral and stored nowhere: a keystroke indicator is not a record that belongs beside the view log.
Can agents reply from a phone?: Yes, through an Android app for agents carrying the inbox and push notifications. It matters most for whoever covers evenings or weekends without sitting at a computer.