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EazyBe Team Inbox is embedded directly inside Salesforce, so your team can manage WhatsApp conversations without leaving the CRM. Once enabled, you get:
  • Team Inbox on records — WhatsApp conversations for a specific Contact, Lead, or Person Account, shown right on the record page
  • Global Team Inbox — all conversations across your team in one place
This setup applies to new installations of the EazyBe Team Inbox package. Existing orgs that don’t install the new package are not affected — their current setup keeps working exactly as before.

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Enable the Team Inbox

A Salesforce administrator needs to complete the following steps once per org. Steps 1–3 are the one-time prerequisite setup; steps 4–6 install and enable the Team Inbox.
1

Create Record Types

At least one active Record Type is required for Account, Contact, and Lead. Create them as follows (repeat for each object):
  1. Go to Setup and open Object Manager.
  2. Select the object — Account, Contact, or Lead.
  3. Click Record Types, then New.
  4. Select Master as the existing Record Type.
  5. Enter a Record Type Label (e.g., Default Account, Default Contact, or Default Lead).
  6. Mark the Record Type as Active.
  7. Assign the Record Type to all required Profiles.
  8. Select the appropriate Page Layout.
  9. Click Save.
If an object already has an active Record Type, you can skip it for that object.
2

Configure Sharing Settings

  1. Go to Setup and search for Sharing Settings.
  2. Under Organization-Wide Defaults, configure the following:
  1. Click Save.
3

Enable Field History Tracking

Field History Tracking must be enabled separately for each object (Account, Contact, and Lead):
  1. Go to Setup and open Object Manager.
  2. Select the object — Account, Contact, or Lead.
  3. Select Fields & Relationships.
  4. Click Set History Tracking.
  5. Enable Track Field History and select the required fields to track.
  6. Click Save.
4

Install the EazyBe Team Inbox package

Install the EazyBe Team Inbox managed package in your Salesforce org:Install the EazyBe Team Inbox packageWhen prompted, choose Install for All Users.
5

Authorize users in External Client App Manager

After the package is installed, authorize the profiles that should have access:
  1. In Salesforce, go to Setup and search for External Client App Manager.
  2. Open Eazybe Team Inbox — Packaged (the EazyBe app listed as installed).
  3. Under Policies, set Permitted Users to Admin approved users are pre-authorized.
  4. Under Authorized Profiles, select System Administrator and click Save.
Eazybe Team Inbox app listed in External Client App Manager

Opening Eazybe Team Inbox in External Client App Manager

App Policies with System Administrator selected for the Eazybe Team Inbox app

Authorizing System Administrator under App Policies

6

Activate the record pages

Next, activate the EazyBe record pages so the Team Inbox appears on your records. Repeat this step for each object:
  1. Click the gear icon (⚙️) in the top-right corner and select Edit Page.
  2. In the page selector at the top of the Lightning App Builder, select the page for the object (see the table above).
  3. Click Activation in the top-right corner.
  4. In the modal, choose Org Default to assign the page to your whole org.
  5. Select both Desktop and Phone.
  6. Click Save.
Page selector in the Lightning App Builder with Eazybe Contact Record Page highlighted and the Activation button in the top-right

Selecting the Eazybe Contact Record Page in the Lightning App Builder

The authorization and activation steps above are temporary. An upcoming package update will handle them automatically during installation, so users won’t need to perform them manually.

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Team Inbox on Contact, Lead, and Person Account

Once the pages are activated, open any Contact, Lead, or Person Account record in Salesforce. The record page shows the EazyBe Team Inbox with all WhatsApp conversations for that record.
Team Inbox on a Contact record page

Team Inbox on a Contact record

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Global Team Inbox

To see all conversations across your team, open the Eazybe Team Inbox app from the App Launcher (the grid icon in the top-left corner). The global inbox is not limited to a single record — it shows every conversation across your workspace.
Global Team Inbox showing all team conversations

Global Team Inbox in Salesforce

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Features

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View Conversations

  • Record inbox: See all WhatsApp conversations with a specific contact, lead, or person account
  • Global inbox: View all team conversations in one place

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Send Messages

If you have a connected API or CoEx number, you can send and receive messages directly from the Team Inbox inside Salesforce.

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Team Collaboration

  • Unified inbox: All team conversations in one place
  • Record context: Access the inbox while viewing the full record details
  • Seamless workflow: Stay within Salesforce while managing WhatsApp

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Requirements

To use the Team Inbox integration, you need:
  • EazyBe Team Inbox package installed in your Salesforce org (by an admin)
  • Active EazyBe integration with Salesforce
  • Your profile authorized in External Client App Manager (see step 5 above)
If you have any questions, reach out to us at hey@eazybe.com.