Can I take a chat from Eva and hand it back later?

Yes. Take over stops Eva in that chat and Return to Eva puts her back. On return, if the customer spoke last, Eva tries to answer that message straight away, even outside her working hours,, because you asked for it explicitly.

What happens if I reply to a customer from my phone directly?

Eva stays quiet in that chat so she does not speak over you, and returns after one hour by default. The co-pilot shows an alert explaining she is paused because the office replied from the phone, and when she comes back.

Why does my text message not reach the customer?

WhatsApp allows free text only within 24 hours of the customer's last message. After that the chat shows an alert, and you send an approved template from the Templates button, then continue once the customer replies.

Does every employee see every conversation?

No. An employee sees the chats on their own number, and on the office number unless the owner hides it; the company number always stays visible to the owner.

Are Eva's suggested replies sent automatically?

No. They are drafts in the panel; you press Insert to put one in the composer or Send yourself. Any draft that cites a fact not on your listings is discarded.

Does the inbox carry extra fees?

The inbox is part of both plans with no separate price. Any WhatsApp template fees stay on your own WhatsApp account with nothing added by EvaCore, and Eva's monthly conversation allowance stays as set by your plan.

Last updated 2026-10-04

Shared inbox: human takeover and Eva's co-pilot

The shared inbox is a single WhatsApp screen that gathers your office's conversations, lets an employee take any chat over from Eva, and offers a co-pilot that summarises and drafts replies. It is included in both plans, and each person sees only their permitted numbers. Suggestions are drafts your staff sends; daily summaries have an office-wide cap.

Included

Create your workspace

What is it?

It is the WhatsApp page of your dashboard: the chat list on one side, the open conversation in the middle and the Eva co-pilot beside it. Eva answers your customers automatically; when you or an employee want to step in, you press Take over and Eva stops in that chat. The co-pilot reads the conversation, summarises it and proposes the next step and matching listings, but sending stays in your hands.

Who is it for?

An office with several employees answering on different WhatsApp numbers, where each person should see their own customers and not a colleague's chats.
An owner who wants to know which conversation a customer asked a person for, and take it before the customer goes cold.
A broker who sometimes replies from the phone and does not want Eva talking over that reply.
A new employee opening a long chat who needs a summary and the missing qualification details before writing the first message.

What problem does it solve?

Customer chats are scattered across the team's phones, and nobody can tell who answered and who is late.
Eva and a person can answer the same customer at the same moment when there is no clear takeover of the chat.
Staff read long histories just to learn the budget, the district and the property type before they can reply.
The WhatsApp window closes 24 hours after the customer's last message and free text no longer delivers, and nobody notices until it is too late.

How it works, step by step

Connect your WhatsApp Business number on the Connect WhatsApp page by scanning a QR code from the WhatsApp Business app, and your conversations appear in the inbox.
Open the WhatsApp page and browse the list: All, Unread or Groups; filter to one number, search by name, or press Mark all as read.
Read the status chip at the top of a chat: Eva replies automatically, or You are in control — Eva paused, and watch the alert icon on any customer Eva handed to a person.
Press Take over to own the chat, and sending a message yourself also leaves the chat in your hands until you press Return to Eva. If your office replies from the phone itself, Eva stays out of that chat for one hour by default.
Open Eva co-pilot: the chat summary, the next step, qualification progress with the missing fields, and edit intent, district, budget or bedrooms in the panel itself.
Press Suggested replies for up to three drafts built from that very chat, or type a specific request in Ask Eva, such as drafting a reply that books a viewing, then edit the draft and send it.
Send the customer a listing from Matched listings or search your own listings by district or type, or insert a canned reply; the name and project are filled in where known and anything missing stays visible for you to edit.
If the 24-hour window has closed, pick an approved template from Templates, fill its variables and send it to reopen the conversation.
When you finish, press Return to Eva: if the customer spoke last, Eva tries to answer their message now; otherwise only the chat's mode changes.

What is included

A WhatsApp chat list with unread counts, search, per-number filtering and mark as read.
Take over and Return to Eva buttons on every chat, with a chip showing who is in control.
Eva co-pilot: chat summary, next step, qualification progress and editable lead fields.
Per-chat alerts such as Eva handed this customer to a human, WhatsApp window closing soon, and customer opted out of marketing.
Up to three suggested replies, plus a free question to Eva that returns an answer or a draft reply.
Listings matched to the customer's request with a score and reasons, and sending the listing from inside the chat.
Canned replies and approved WhatsApp templates inside the same composer.
Renaming the customer and deleting a conversation from the inbox.

Limits and fair use

The inbox is for WhatsApp. Instagram and TikTok have their own pages in the dashboard, Eva does not answer group chats or link them to a lead, and the co-pilot does not work in them.
Once 24 hours have passed since the customer's last message, free text does not deliver; only a WhatsApp-approved template reopens the door.
Eva writes the summary after the chat has been quiet for ten minutes, the office has a daily summary cap that resets at midnight Riyadh time, and the summary is internal and never sent to the customer.
Suggested replies are drafts. Eva discards any draft that cites facts not on your listings, and may tell you there is no suitable suggestion right now.
An employee sees their own number and the office number only, unless the owner hides the company number from employees; the company number stays visible to the owner.
Your staff decides and sends: the co-pilot suggests and never sends anything by itself from this panel.

Price and what others bill you

Item	Price	Billed by
Shared inbox, takeover and AI copilot	Included	EvaCore

What others bill you

EvaCore does not charge for WhatsApp templates; any per-message fees WhatsApp applies fall on your office's own WhatsApp account.

Frequently asked questions

Can I take a chat from Eva and hand it back later?: Yes. Take over stops Eva in that chat and Return to Eva puts her back. On return, if the customer spoke last, Eva tries to answer that message straight away, even outside her working hours,, because you asked for it explicitly.
What happens if I reply to a customer from my phone directly?: Eva stays quiet in that chat so she does not speak over you, and returns after one hour by default. The co-pilot shows an alert explaining she is paused because the office replied from the phone, and when she comes back.
Why does my text message not reach the customer?: WhatsApp allows free text only within 24 hours of the customer's last message. After that the chat shows an alert, and you send an approved template from the Templates button, then continue once the customer replies.
Does every employee see every conversation?: No. An employee sees the chats on their own number, and on the office number unless the owner hides it; the company number always stays visible to the owner.
Are Eva's suggested replies sent automatically?: No. They are drafts in the panel; you press Insert to put one in the composer or Send yourself. Any draft that cites a fact not on your listings is discarded.
Does the inbox carry extra fees?: The inbox is part of both plans with no separate price. Any WhatsApp template fees stay on your own WhatsApp account with nothing added by EvaCore, and Eva's monthly conversation allowance stays as set by your plan.

Related products

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