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Pinnaki

Product · Team inbox

Everyone answers from the same inbox.

WhatsApp, Instagram, Messenger and Telegram replies land in Live Chat, and your team works them the same way: assign a chat, answer it with a saved reply, pass it to a colleague, mark it resolved.

Start freeSee pricing

From Basic (₹1,299 a month + GST): 3 seats, with 10 on Professional, 50 on Enterprise and no limit on Unlimited.

Example data
Fig. 1 — One channel’s Live Chat: chats arrive newest on top, one is handed to a person, one is resolved. Each channel has its own Live Chat. Example data.

From Basic (₹1,299 a month + GST): 3 seats, with 10 on Professional, 50 on Enterprise and no limit on Unlimited.

01What lands here

Four channels, one way of working.

Each connected channel has its own Live Chat, newest chats first. The tabs, the tools and the team are the same in all four.

Four tabs sort the list by who is handling it: All, Bot for chats no person has picked up, where flows and the AI agent answer, Needs Human for chats handed to the team, and Intervened for chats a person has taken. The chips narrow it to My Chats or Unassigned.

On the Professional, Enterprise and Unlimited plans, small WhatsApp groups (up to 8 customers) arrive in the same list, and you answer them with text, photos and files. Groups work on WhatsApp numbers that Meta allows to use them (Official Business Account). A group message is charged from your wallet once for every group member when it is sent, also for members WhatsApp does not deliver to.

Fig. 2 — Live Chat with the bot and handover tabs, an open chat with its 24-hour window, and the contact’s profile. Example data.

02Working a chat

From a new message to resolved.

Every chat has one owner at a time. The steps are the buttons in the chat header.

  1. Step 1: Assign it

    Take the chat yourself or assign it to a teammate. Unassigned chats wait in their own view.

  2. Step 2: Reply

    Write a reply or pick a canned response from the menu, or type / in the message box. Attach files and emoji as you would on the phone.

  3. Step 3: Ask for details

    On WhatsApp, send a one-tap request for the customer’s phone number, a WhatsApp Form or a payment request without leaving the chat.

  4. Step 4: Transfer

    Pass the chat to a teammate, to a person when a bot has been answering, or back to the AI agent.

  5. Step 5: Resolve

    Mark the chat resolved. It leaves the open list and waits in the resolved view.

03Details

The parts you notice on the second day.

Small things that keep a shared inbox honest: who owns what, how long you may reply, and what you know about the person.

Roles
Everyone you invite is an admin, a manager or an agent. Agents see their own chats; admins and managers see all of them.
The 24-hour window
Each WhatsApp chat shows how long you can still reply freely. After that, the inbox offers your approved templates.
Contact profile
Name, number, tags and attributes beside the chat, so the next person to answer knows the history.
Canned responses
Saved replies for the questions you answer every day, shared by the whole team.
Bots and the AI agent
Flows and the AI agent answer first where you allow it; they hand the chat to a person when needed.AI agent
Agent analytics
Team performance by agent, from the same screen as the inbox.
Reactions on WhatsApp
React to a customer’s WhatsApp message with an emoji, right from the chat. For messages from the last 30 days in one-to-one chats; reactions are not billed.
Instagram comments
Reply to, hide or delete comments on your Instagram posts and reels, and turn comments off per post, from your workspace. Deleting comments and turning them off is for admins and managers. Needs Meta’s approval.Comments and Live
Names and ratings on Messenger
On Messenger, replies your agents type can show the agent’s name and photo, and customers can rate the chat (CSAT, NPS or effort score) when it is resolved, with results per agent. Messenger only, not WhatsApp or Instagram.Your team on Messenger

04Seats by plan

Seats, by plan.

A seat is one person who can sign in and answer. The shared inbox starts on Basic.

Seats and team inbox by plan
PlanSeatsTeam inbox
Free1No
Basic3Yes
Professional10Yes
Enterprise50Yes
UnlimitedUnlimitedYes

Plan limits as of October 2026.

05Questions

Questions, answered.

What teams ask before they move their replies into Pinnaki.

Which chats does an agent see?

Agents see the chats assigned to them. If the workspace allows it, they also see unassigned chats that need a person, so they can pick them up. Admins and managers see every chat.

What happens when the 24-hour window closes?

WhatsApp only allows free-form replies within 24 hours of the customer’s last message. The chat shows how much of the window is left; once it has closed, you reply with an approved template, which the inbox lets you pick.

Can the AI agent and my team share a chat?

Yes. A chat can be handed to the AI agent, and the AI hands a chat to the team when someone needs a person; those chats collect under “Needs Human”. Once a person is assigned, it shows under “Intervened”.

Is the inbox on the Free plan?

No. Free has one seat and no shared inbox. The team inbox starts on Basic with 3 seats; Professional has 10, Enterprise 50 and Unlimited as many as you need.

Bring your team into Live Chat.

Start on Free with one number, then move to Basic when a second person needs to answer.

Start freeTalk to us

Basic: ₹1,299 a month + GST, 14-day trial.