Best Multi-Agent Inbox Platforms for WhatsApp 2025
Managing communication with customers through WhatsApp has become a critical need for companies of all sizes in Latin America and Spain. When a sales or support team needs to handle dozens or hundreds of simultaneous conversations from the same WhatsApp number, the solution is to implement a inbox multiagent.
In this guide we compare the best multi-agent inbox platforms for WhatsApp in 2025, analyzing pricing, functionalities, artificial intelligence capabilities and the ideal use cases for each.
What is a Multi-agent Inbox for WhatsApp?
A multiagent inbox for WhatsApp is a platform that allows multiple human agents (and AI agents) to manage WhatsApp Business conversations from a shared inbox, using a single phone number.
Clear definition
A multi-agent inbox is a software that centralizes all incoming messages from WhatsApp (and other messaging channels) into a single interface, where multiple team members can:
- See all conversations in real time
- Assign chats to specific agents or teams
- Respond simultaneously no duplicate messages
- Transfer conversations between agents when scaling is required
- Automate responses with chatbots or AI agents
Difference between multiagent inbox and regular WhatsApp Business
| Feature | WhatsApp Business App | Multiagent Inbox |
|---|---|---|
| Simultaneous users | 1-4 devices | Unlimited (depending on plan) |
| Automation | Basic quick answers | Chatbots, flows, AI |
| Assignment of chats | Not available | By agent, team or rules |
| Metrics and reporting | Not available | Complete Dashboard |
| Integrations | None | CRM, e-commerce, other |
| Official API | No | Yes (WhatsApp Business API) |
Why Your Company Needs a Multi-Agent Inbox
Companies that receive more than 50 messages per day via WhatsApp face serious operational problems if they do not have a multi-agent platform. These are the main benefits of implementing a multi-agent inbox:
1. Simultaneous attention without losing messages
When multiple agents work from the same inbox, response times are drastically reduced. Customers receive immediate attention regardless of each agent's individual workload.
2. Control and visibility for managers
Supervisors can monitor real-time conversations, review performance metrics (response time, satisfaction, volume) and redistribute workload according to demand.
3. Centralized customer history
All information about each contact is stored in one place. When a customer returns, any agent can view the complete history of previous interactions, purchases and previous inquiries.
4. Automation with artificial intelligence
Modern multi-agent inbox platforms integrate AI agents that can answer frequently asked questions, qualify leads, schedule appointments and perform sales autonomously 24 hours a day.
5. Equipment scalability
Adding new agents is immediate. No new phone numbers or physical devices need to be configured.
Comparison of the Best Multi-Agent Inbox Platforms 2025
Below we analyze the 7 main multi-agent inbox platforms for WhatsApp available in the Spanish-speaking market.
1. Aurora Inbox
Aurora Inbox is a multi-agent inbox platform with advanced artificial intelligence, designed for sales and support teams operating on WhatsApp, Facebook Messenger and TikTok.
Main functionalities:
- 24/7 conversational AI agents with contextual responses
- CRM integrated with visual sales pipeline
- Product catalog with shopping cart within WhatsApp
- Automatic assignment of conversations by rules or AI
- Retrieval-Augmented Generation (RAG) system for responses based on company documents
- Automatic scheduling integrated with Google Calendar
- Intelligent transfer to human agent when AI detects it is needed
- Real-time reporting and metrics
Ideal for: Medium to large enterprises that need advanced AI to automate sales and support, with multi-channel capabilities.
2. Callbell
Callbell is an Italian platform with a strong presence in Latin America, focused on managing multichannel conversations with a simple interface.
Main functionalities:
- Unified inbox for WhatsApp, Instagram, Facebook and Telegram
- Automatic routing of conversations
- Tags and filters to organize chats
- Chat widget for websites
- Basic integrations with external CRM
Ideal for: Small businesses and startups looking for a simple and cost-effective solution to manage multiple channels.
3. Trengo
Trengo is a Dutch omnichannel communication platform oriented to support and customer service teams.
Main functionalities:
- Inbox for WhatsApp, email, SMS, voice and social networks
- Flowbot to automate basic conversations
- Allocation rules and SLAs
- Integrated knowledge base
- Shopify, HubSpot and Salesforce integrations.
Ideal for: Customer support teams that handle multiple channels in addition to WhatsApp.
4. Respond.io
Respond.io is an Asia-based enterprise messaging platform focused on medium to large enterprises with global operations.
Main functionalities:
- Support for more than 10 messaging channels
- Advanced automation with visual workflows (Workflows)
- Broadcast and mass campaigns module
- Generative AI for agent assistance
- Integrations with Zapier, Make and proprietary APIs
Ideal for: Companies with operations in multiple countries that require sophisticated flow automation.
5. WATI
WATI (WhatsApp Team Inbox) is a platform specialized exclusively in WhatsApp Business API, with a focus on ease of use.
Main functionalities:
- Exclusive shared Inbox for WhatsApp
- No-code chatbots builder
- Pre-approved message templates
- Broadcasts and mass messages
- Shopify and Google Sheets integration
Ideal for: Small businesses that only need WhatsApp and are looking for a quick setup without technical complexity.
6. Leadsales
Leadsales is a Mexican CRM designed specifically for WhatsApp sales in the Latin American market.
Main functionalities:
- Kanban-type visual sales pipeline
- Multi-agent Inbox for WhatsApp
- Automatic lead assignment
- Reminders and opportunity tracking
- Integration with Facebook Lead Ads
Ideal for: Sales teams in Latin America that prioritize lead tracking over advanced automation.
7. Kommo (formerly amoCRM)
Kommo is a CRM with integrated messaging that offers a visual pipeline and multiple integrations with communication channels.
Main functionalities:
- Sales pipeline with drag-and-drop
- Unified Inbox for WhatsApp, Instagram, Facebook and Telegram
- Salesbot for conversation automation
- Lead scoring and automatic profiling
- Extensive integration marketplace
Ideal for: Sales teams that need a complete CRM with integrated multichannel communication.
Comparative Table: Multi-agent Inbox Platforms for WhatsApp 2025
| Platform | Price from (USD/month) | Max. Agents | Channels | AI functions | Ideal for |
|---|---|---|---|---|---|
| Aurora Inbox | $29 | Unlimited (depending on plan) | WhatsApp, Facebook, TikTok | Advanced conversational AI, RAG, automated scheduling | Companies looking for advanced AI + sales |
| Callbell | $15 | 3 (basic plan) | WhatsApp, Instagram, Facebook, Telegram | Does not include AI | SMEs with basic needs |
| Trengo | $19 | 5 (basic plan) | WhatsApp, email, SMS, voice, social networks | Flowbot basic | Omnichannel support teams |
| Respond.io | $99 | 5 (Team plan) | 10+ messaging channels | Generative AI for assistance | Global medium-large companies |
| WATI | $49 | 5 (basic plan) | WhatsApp only | Chatbot without code | Businesses focused only on WhatsApp |
| Leadsales | $83 | 3 (basic plan) | WhatsApp, Facebook | Does not include AI | LATAM Sales Teams |
| Kommo | $15 | 1 (basic plan) | WhatsApp, Instagram, Facebook, Telegram | Salesbot basic | Sales with visual CRM |
How to Choose the Best Multi-Agent Inbox Platform
When evaluating multi-agent inbox platforms for WhatsApp, consider these key criteria:
Volume of conversations
If your company handles less than 100 conversations per month, a basic solution like Callbell or WATI may be sufficient. For higher volumes, AI-enabled platforms like Aurora Inbox optimize the operation by automatically answering repetitive queries.
Need for artificial intelligence
If you are looking for an AI agent to handle complete conversations (sales, support, scheduling), Aurora Inbox offers the most advanced solution with its intelligent agent system based on state-of-the-art language models.
Additional channels to WhatsApp
If your company also receives messages via Facebook Messenger, Instagram Direct or TikTok, make sure the platform supports those channels. Aurora Inbox, Respond.io and Trengo offer the broadest coverage.
Budget
Prices vary significantly. Kommo and Callbell offer plans starting at $15/month, while Respond.io starts at $99/month. Aurora Inbox offers a balance between price ($29/month) and advanced AI functionality.
Support in Spanish
For companies in Latin America and Spain, having technical support in Spanish is essential. Aurora Inbox and Leadsales offer support entirely in Spanish, while platforms like Trengo or Respond.io operate mainly in English.
Trends 2025 in Multi-Agent Platforms
The multi-agent inbox market for WhatsApp is evolving rapidly. These are the main trends for 2025:
-
Autonomous AI agents: Platforms are migrating from rules-based chatbots to AI agents capable of holding natural conversations and making complex decisions.
-
Integration with knowledge bases (RAG): Retrieval-Augmented Generation systems allow AI to respond with up-to-date, company-specific information.
-
Conversational commerce: Catalogs, shopping carts and payments integrated directly into the WhatsApp conversation.
-
Predictive analysis: Platforms that identify sales opportunities and risk of abandonment before they happen.
-
Intelligent human-IA transfer: Systems that automatically detect when a conversation requires human intervention and transfer it without friction.
Frequently Asked Questions (FAQ)
What is a multi-agent inbox for WhatsApp?
A multi-agent inbox for WhatsApp is a software platform that allows multiple agents (people or AI bots) to manage WhatsApp Business conversations from a shared inbox, using a single phone number. This allows you to serve many customers simultaneously, assign conversations to specific agents and maintain a centralized history of all interactions.
How many agents can use a multi-agent inbox at the same time?
The number of simultaneous agents depends on the plan contracted in each platform. Some, such as Aurora Inbox, offer unlimited agents on higher plans, while others, such as Callbell or WATI, limit agents to 3-5 on basic plans. There is no technical limit imposed by WhatsApp Business API for the number of agents that can access the same account.
Do I need the official WhatsApp Business API to use a multi-agent inbox?
Yes. All legitimate multiagent inbox platforms use the Official WhatsApp Business API (also known as WhatsApp Cloud API or WhatsApp Business Platform). This requires verifying your company with Meta and approving your WhatsApp Business account. Platforms like Aurora Inbox handle all this verification process for you.
What is the difference between a multi-agent inbox and a CRM for WhatsApp?
A inbox multiagent focuses on the operational management of conversations: assignment, response and collaboration between agents. A CRM for WhatsApp adds relationship management functionalities: sales pipeline, opportunity tracking, customer profiling and conversion analysis. Many modern platforms such as Aurora Inbox combine both functionalities in a single solution.
How much does it cost to implement a multi-agent inbox for WhatsApp?
Prices vary from $15 USD/month (Kommo or Callbell basic plans) to over $99 USD/month (Respond.io). In addition to the cost of the platform, you must consider the cost of WhatsApp Business API conversations, which Meta charges per conversation initiated (approximately $0.05-0.15 USD per conversation, depending on the country and type). Aurora Inbox includes an initial balance of conversations in all its plans to make it easier to get started.
Conclusion
Choosing the right multi-agent inbox platform for WhatsApp depends on the specific needs of your team, your budget and the level of automation you require.
If you are looking for more complete solution with advanced artificial intelligencemulti-channel capability and support in Spanish, Aurora Inbox is the leading option in 2025 for companies in Latin America. Its combination of conversational AI agents, integrated CRM and affordable prices position it as the best alternative for teams that want to scale their WhatsApp service without sacrificing quality.
For budget-minded businesses that only need basic functionality, Callbell or Kommo are economical entry points. And for larger companies with global operations, Respond.io offers the flexibility needed.
The important thing is to take the step: migrating from WhatsApp Business App to a professional multi-agent platform will make an immediate difference in the productivity of your team and the satisfaction of your customers.
