The product
A real support desk, running on WhatsApp.
Everything you would expect from a shared inbox — assignment, notes, tickets, rules, analytics — working on the ordinary WhatsApp numbers your business already uses.
All features
Each part, argued properly.
Ten pages, one per capability — what it is, the problem it exists for, and the situations you would actually use it in.
Share the inbox
Shared inbox
One inbox for every WhatsApp number your business runs, with assignment, ownership and private notes. Works on regular numbers, unlimited team members.
How it works →Multiple agents, one number
Use one WhatsApp number with as many agents as you like — no Business API. Assign chats, avoid double replies, keep everyone in one inbox.
How it works →Group chats
Groups and communities land in the shared inbox alongside one-to-one chats, with assignment and private notes. The Business API cannot access groups at all.
How it works →Email in the same inbox
Connect a Gmail or Zoho mailbox and its threads land in the same shared inbox as WhatsApp — same contacts, labels and assignment, answered by the same team.
How it works →Organise the work
Tickets & SLAs
Raise a ticket from any WhatsApp message with a priority, assignee, due date and SLA clock, then track it on a board until it closes. Included on Pro.
How it works →Custom properties
Add your own fields to contacts and conversations — text, date, file, single and multi select, and dependent dropdowns that narrow to the answer above.
How it works →Automation & rules
Route, label, flag and auto-reply on the way in, with canned replies and scheduled messages. Paced sends and no bulk blasting, by design.
How it works →Private notes
Leave private notes and @mention teammates inside a WhatsApp thread. Context, handover and escalation stay internal — the customer never sees any of it.
How it works →Reply faster
AI summaries & replies
Summarise a long WhatsApp thread in a sentence and draft a reply for a person to edit and send. Built on Claude, and nothing sends on its own.
How it works →Canned replies
Slash-command snippets for the answers you send twenty times a day. Faster, consistent across the whole team, and still sent by a person.
How it works →Voice note transcription
Voice notes are transcribed to searchable text automatically, so a two-minute message can be read in ten seconds and found again months later.
How it works →Know what happened
Analytics
First response time, conversations unanswered past 24 hours, volume per number and load per agent — the numbers a phone cannot give you. Exportable.
How it works →History sync & export
Link a number and its history syncs into the shared inbox — chats, groups, contacts and media, searchable by the whole team. Export to CSV any time.
How it works →Being straight with you
What Touchpoint deliberately isn’t.
Every tool in this category quietly hopes you will use it for things it should not do. Here is where we draw the line, and why.
Not a bulk sender
Mass blasts and cold outreach are the fastest way to get a WhatsApp number banned, because recipient blocks and spam reports are what Meta acts on. Touchpoint is built for conversations your customers started.
Not a chatbot platform
There is automation for routing, tagging and flagging, and AI that helps your team write. There is no autonomous bot answering your customers unsupervised.
Not the Business API
We connect ordinary numbers instead, which is what makes groups and instant replies possible. If you need Meta’s official channel with formal message guarantees, that is a different product and we will tell you so.
Questions
About the product
Can two agents work the same number at once?
Yes. That is the point of a shared inbox. Every conversation can be assigned to one owner so work does not get duplicated, and agents see when someone else already has a thread open.
Do customers see which agent replied?
No. Customers see messages from your business number, exactly as before. Internally, every message records the agent who sent it, so you always know who said what.
What can I export?
Chats, messages, tickets and analytics. Your conversation record belongs to you and does not become hostage to staying subscribed.
Does it handle voice notes and media?
Yes. Photos, documents, video and audio all sync, and voice notes are transcribed to searchable text so you can find what was said without listening to every clip.
Stop running your best channel off a phone in a drawer.
Connect your first number in five minutes. Keep the number, keep the history, and finally see the whole thing.
No credit card required.