3650HQ turns your single WhatsApp Business number into a shared inbox your whole team works from. Assign a thread to a teammate, see who else is viewing it, and snooze or resolve conversations, so two people never answer the same customer twice. When the customer is ready to buy, invoice, payment and delivery happen in the same thread.
3650HQ unifies WhatsApp, Instagram, Facebook Messenger, Telegram, Gmail, IMAP/SMTP and TikTok into one real-time inbox with assignment, unread counts, and a snooze/resolve lifecycle, and carries a conversation through to a paid, delivered order. It isn't a helpdesk ticketing system or a pipeline CRM: there are no SLA timers, deal stages or marketing workflows.
A business that sells over WhatsApp almost always outgrows the WhatsApp Business app before it outgrows the number. The app will let a few devices share an account, but it has no concept of who owns which conversation. Everyone sees everything, nobody is responsible for anything in particular, and the coordination happens in a separate group chat where staff tell each other which customer they are currently handling.
What that produces is familiar. Two agents answer the same customer within a minute of each other, with slightly different prices. A conversation everyone assumed somebody else had picked up goes cold for a day. A customer who was told to wait gets forgotten because the person who told them to wait went home.
None of this is a messaging problem. It is a queue problem, and it needs the things a queue has: ownership, state, and a way to tell whether something has been dealt with.
3650HQ puts your WhatsApp Business number behind a real shared inbox, so a conversation is an item with an owner and a status rather than an unread badge everybody can see.
A thread can be assigned to a specific teammate, which answers the question of who is handling it without anyone having to ask in a side conversation.
Conversations have a lifecycle. Snooze one that is waiting on a customer so it leaves the active queue and comes back rather than sitting there looking unattended, and resolve it when the order is done.
Updates arrive over a WebSocket per conversation, including who else is currently looking at it. Two agents opening the same customer can see each other, which prevents the duplicate reply before it is typed rather than apologising for it afterwards. If the socket drops, the interface falls back to polling rather than silently going stale.
Notes on a thread are visible to your team and never to the customer, so context about an order lives on the order instead of in someone's memory.
Owners can delete any message; agents can only delete their own outbound ones. Message deletion is a destructive action on a customer-facing record, so the permission is scoped rather than handed to everyone.
WhatsApp is usually the busiest channel but rarely the only one. 3650HQ puts WhatsApp Business, Instagram DMs, Facebook Messenger, Telegram, Gmail, any IMAP or SMTP mailbox, and TikTok into the same list, with per-channel filters and unread counts, so a customer who moved from an Instagram DM to WhatsApp is not two separate jobs for two separate people.
WhatsApp's richer message types survive the trip in both directions. Inbound locations, contacts, documents, interactive replies, orders and reactions render as what they actually are rather than as a bracketed placeholder, which also means the AI reads real content instead of the word location in square brackets. Outbound, agents can send images, video, audio and documents, share a location, react to individual messages, and record a voice note directly in the composer.
Most shared inboxes stop at the reply. For a business that sells over WhatsApp, the reply is the easy part. Money is lost after it: the customer sent to a website who never returns, the transfer screenshot that turns out to be a fake alert, the delivery agreed on a phone call with no price written down.
So the same thread your team answers from is also where the order is completed.
The customer picks a size or colour, enters a delivery address, chooses a courier at a live price and gets an account number to pay into, without leaving the chat. Prices and stock are read from your catalog, not from the conversation.
Each invoice gets its own virtual bank account through Monnify. When the transfer lands, the invoice marks itself paid. A screenshot is never treated as proof, by your agents or by the AI.
Once the order is paid, book Kwik, GIG or Routely from the same conversation, or use a flat or free delivery rate you set.
Voice notes are transcribed inline in English, Pidgin, Yoruba, Hausa, Igbo and Swahili, so whoever is on the thread can read the address instead of replaying a three-minute recording.
This is a fast shared queue for conversations, not a helpdesk. There are no SLA timers, no custom pipelines, no ticket schemas to configure before anyone can answer a customer.
That is a choice rather than a roadmap gap. The businesses this is built for are selling, not running a support organisation, and the cost of a configurable ticketing system is paid up front by everybody who just wanted their team to stop double-replying. If you need SLA reporting and custom workflow states, a general-purpose helpdesk is the better tool and this page is not going to pretend otherwise.
The same goes for CRMs. If your team runs on HubSpot deal stages and marketing workflows, HubSpot's own WhatsApp integration keeps everything in one system, and 3650HQ doesn't connect to HubSpot today. 3650HQ is for the business whose pipeline is the WhatsApp chat itself.
Connect your WhatsApp Business number to 3650HQ once, then invite your team. Every agent sees the same live inbox and can reply from the same number; assign threads to keep replies organized.
No. There's no per-seat fee: you pay from a shared credit wallet, so you can add as many teammates as you need at no extra cost.
Assignment and live updates mean every agent sees who's handling a thread and who else has it open, so duplicate replies are rare.
Yes. The same inbox also covers Instagram DMs, Facebook Messenger, Telegram, Gmail, IMAP/SMTP mailboxes, and TikTok.
Yes. Internal notes are visible to your team and never to the customer, so context about an order stays attached to the order rather than living in one person's memory.
Yes. Live presence shows who else currently has that conversation open, which stops the duplicate reply before it is typed rather than after.
Agents can delete their own outbound messages. Owners can delete anything. Deletion touches a customer-facing record, so the permission is scoped rather than given to everyone by default.
Yes. A WhatsApp checkout lets the customer choose a variant, enter an address, pick a courier at a live price and get an account number to pay into without leaving the chat. Each invoice has its own account number and marks itself paid when the transfer lands.
If your sales team works in HubSpot pipelines and workflows, HubSpot's WhatsApp integration keeps everything in one CRM; 3650HQ doesn't integrate with HubSpot today. If your business sells directly in WhatsApp and Instagram chats and wants a shared number, in-chat payment and delivery, and no per-seat pricing, 3650HQ is built for that.
No, and deliberately so. There are no SLA timers or custom pipelines, just a shared queue with assignment and a snooze/resolve lifecycle. If you need configurable ticket workflows, a general-purpose helpdesk is the better fit.
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