Product
How do you let several people reply from a single WhatsApp number?
An official WhatsApp Business number has no app to install: conversations land in a shared inbox, and it is that inbox which has to decide who speaks. In Nawras, replying to a customer reserves them for you automatically — your colleagues can see you are handling it, and the bot stays silent while you hold the thread. The reservation expires on its own after two minutes without a reply, so a forgotten tab never leaves the account mute.
An official number, your whole team behind it
It is the absence of an app to install that makes working as a team possible in the first place. Conversations do not land on a phone sitting on someone's desk: they land in an inbox your colleagues each open from their own screen, at the same moment, looking at the same list.
Several numbers, one inbox
Your numbers live side by side in the same screen, and every outgoing message carries the one it went out from. A brand, a second brand and an after-sales number can therefore coexist without anyone having to guess where their reply is coming from.
Five views, and two of them are not set by hand
All, unread, AI, Team, archived. "AI" and "Team" are not labels an agent sticks on and forgets: they sort on who sent the last reply. A conversation therefore changes view the moment someone takes over, without anyone having to think about it.
The same list, for everyone, at the same time
A message arriving, a conversation turning read, someone taking over: each person sees it happen without refreshing their page. A shared inbox where you have to reload to find out what your colleague is doing is not shared — it is two inboxes that look alike.
Find someone by name or number
Search covers the whole inbox, not just the open view: a customer archived three weeks ago comes back without switching tabs.
Who is speaking right now
It is the only question that matters in a shared inbox, and most tools answer it with an "Assign to me" button nobody clicks — because one extra gesture, under pressure, is a gesture you skip. Nawras does not ask for it: replying IS taking over, and it undoes itself.
Replying reserves; opening reserves nothing
Reading a conversation takes it away from no one — otherwise plain curiosity would lock up half the inbox. It is sending the first message that reserves it for you, and the reservation is placed by the server, on the server's clock: a badly set computer can neither steal a thread nor lose one.
Your colleagues see it, and can still step in
They read "Fatima is handling this conversation" above their own message box, which steps back. It is a signal, not a lock: a "Reply anyway" button stays there, because a hard lock would block precisely the colleague who has the right answer. The warning re-arms as soon as another member takes over the thread.
The bot stays silent while you hold the thread
Nothing is saved to obtain that silence: it lasts exactly as long as your handling does, then stops by itself. That is what separates it from switching the agent off on a conversation — that option exists too, it is explicit, and it survives you leaving.
Starting to type is enough to make it wait
From your very first keystroke, the bot's turn is postponed to the end of your intent to reply, and up to five times in a row — long enough to finish your sentence. If you give up, it picks up on its own: the customer's message is never swallowed on the way.
An open tab is not a reply
The reservation stops being extended after two minutes without a keystroke or a send. Without that limit, having replied once and then left the thread on screen kept the bot muzzled for hours — with nobody answering the customer, and nobody noticing.
Hand it back immediately
Expiry is a safety net, not a gesture. Whoever finishes early clicks "Give the conversation back to the AI", and the bot resumes without waiting out the delay.
Three rhythms, and the third is the least obvious
The reservation lasts two minutes; it is extended every thirty seconds as long as you are really replying; and the screen re-evaluates who holds the thread every ten seconds. That last one does nothing except tell the truth: a reservation dies in silence — nothing is written at the instant it expires — so without that clock, "Fatima is handling this" would stay on screen long after Fatima left.
WhatsApp's 24 hours, and what happens afterwards
This is not a Nawras rule and no tool gets around it: you have 24 hours from the customer's last message to write to them freely. After that, only a pre-approved template can go out. So the point is not knowing the rule — it is seeing it before you write rather than after.
The countdown sits at the top of the thread
"24h window open — 6h 12m left", then "Closing soon" when only minutes remain. Your agent therefore knows whether their follow-up goes out now or tomorrow morning, before writing it.
Outside the window, free typing closes
It does not merely warn: it locks, and offers templates instead. Free text sent outside the window is not "sent anyway" — it is refused, and nothing would have reached the customer. Offering a button you know will end in a refusal is manufacturing disappointment.
A template does not reopen the window
This is the costliest misunderstanding on the channel, and the screen says it at the moment you send: sending a template does not reopen free conversation. Only a reply from the customer reopens it. Believing otherwise means sending three templates in a row waiting for a right that will not come.
A failure is named
"Not delivered" is not a dead end. The cause is spelled out: sent outside the window when a template was required, template rejected, sending limit reached, missing payment method on the operator's side, number not reachable on WhatsApp. Five causes, five different things to do — a single "please retry" would be a polite dead end.
The customer and their order on one screen
An agent who has to open another tab to find out who they are talking to ends up replying without knowing. The customer panel opens beside the thread, and it shows nothing the account does not already know: these are your orders, read as they are, never copied into the conversation.
Who is on the other end
Their name, and two warnings where they apply: risky customer, blacklisted customer. They are shown where the decision is made — inside the conversation — and not only in a record nobody opens mid-discussion.
What they have already done with you
How many orders, how many were delivered, and where the last one stands. Three numbers that change the answer: you do not talk the same way to a customer on their fifth delivered order and to one whose last three came back.
Their recent orders, clickable
Status, amount, order number, first item and how many items remain. One click opens the full order — the panel is not trying to replace it, it saves you from going to look for it.
Saved replies land in the message box
Not in the thread: the text stays editable before it is sent. A canned reply that goes out untouched ends up answering beside the question, and that is exactly what makes people stop using them.
History goes back as far as it exists
The thread loads older slices as you scroll up, with what they contain: images, voice notes, shared location, contact cards, reactions and quotes. Nothing is flattened into "attachment".
Who said what, and with which role that day
An inbox becomes a logbook the day it is shared. Every group of outgoing messages carries its author's signature — and there are four of them, not two. That is what lets you re-read a conversation that went wrong without having to ask around who wrote what.
Team
The name and photo of the member who wrote it, with their card one click away. The name shown is today's for as long as the person is on the team, and the copy taken at send time takes over once they have left — their messages never turn anonymous.
AI agent
A reply from a conversational agent. No card to open: it is not a person, and pretending otherwise would help nobody on the day you need to make sense of a clumsy answer.
Automation
A message sent by a rule — an acknowledgement, a scheduled follow-up. Nobody typed it, and the thread does not suggest otherwise by pinning it on the last agent who was online.
WhatsApp app
A message sent from the WhatsApp app on the phone, outside Nawras. It still appears in the thread, in its place and signed as such — otherwise the conversation would have holes nobody could explain three days later.
The roles shown are the ones held on the day it was sent
An author's card shows the roles they held at the moment they wrote that message, not the ones they hold today. A conversation thread answers "who were they when they wrote this", and today's roles answer that wrongly — precisely when someone changes team or leaves, which is exactly when you most need the right answer.
Frequently asked questions
How many people can reply at the same time?
Everyone you have granted the right to send: the inbox imposes no limit of its own. Two agents who open the same conversation both see it; the first one to send a message reserves it, and the second reads their name above the message box before writing. If they have a reason to step in, they can — the reservation warns, it does not block — and the thread will keep a trace of both.
Do my agents see the customer's full history?
Yes, and in both senses. The thread goes back as far as the conversation exists: older slices load as you scroll up, with the original images, voice notes and attachments. And the panel beside it shows what this customer has already ordered — how many orders, how many delivered, where the last one stands, and the most recent ones with their amount and number. These are not notes copied into the conversation: they are your orders, read as they are.
A customer replies three days later. What happens?
Their reply reopens the 24-hour window and your team can write to them freely again; the conversation moves back to the top of the list like any other. It is the other direction that is constrained: you were the one who could not write to them during those three days without going through an approved template. A customer is never prevented from reaching you, and never loses the thread of what was said before.
Can I reply from my phone?
Yes, from the browser: on a narrow screen the inbox folds into two steps — the list, then the conversation — and there is nothing to install. And if you do reply from the WhatsApp app on your phone, your message appears in the team's thread, signed "WhatsApp app": your agent is not left facing a conversation full of holes where the customer answers a sentence they never saw.
What does the customer see when a human replies, and when the bot does?
The same thing, and that is deliberate: one number, one thread, no "transferred to an agent" notice. They even see "typing" in both cases — a human triggers it by typing, the agent just before starting its reply. On the team's side, however, the difference is written down: every message carries its author's signature, and the "AI" and "Team" views sort the whole inbox on that.
Ready to take back control?
Create your workspace in 2 minutes and see the impact in the first week.
Zero dirhams. Zero commitment. Cancel in one click.
