How to prevent multiple agents from messaging the same WhatsApp contact from the same Inbox?

[JDelgado7]

I’m facing an issue with the WhatsApp integration in HubSpot using a single shared inbox.

Here’s the situation:

• One agent is actively handling a conversation with a contact via WhatsApp.

• Meanwhile, another agent — from the contact’s record — can manually send a WhatsApp template or message without any warning that there is already an active conversation.

• This causes confusion for the contact and breaks the continuity of care.

I’m trying to find a way to block or restrict sending messages (especially WhatsApp templates) if there is already an open conversation with that contact — or at the very least, notify the agent before they send anything.

Has anyone implemented a solution for this? Perhaps using Operations Hub, custom-coded actions, or third-party tools?

[Jaycee_Lewis]

Hey, @JDelgado7 👋 With tough troubleshooting questions like this, it can be helpful to list out what you've already tried, errors and roadblocks, and try to include screenshots, code examples, and other details. Otherwise, sometimes, these questions are broad enough to be challenging to reply to. Thanks! — Jaycee