Several WhatsApp numbers, one team: how to get organised

A shop, an after-sales service, one number per branch: many businesses have several WhatsApp numbers. Messages scatter across phones, and nobody knows who replied to whom.

The three usual problems

• Two people answer the same customer, or nobody does.
• The phone receiving the messages is away, broken or on leave.
• No trace: impossible to know what was promised to the customer.

A simple method

• Gather all conversations into a single feed, each number with its own colour.
• Assign each conversation to one person.
• Use three statuses: open, pending, resolved.
• Leave internal notes, visible to the team but never to the customer.

The point to check

The reply must always leave from the number the customer wrote to. In the WhatzAI team inbox this is automatic: you never choose the sending number, it is deduced from the conversation.

And the WhatsApp Business app?

You can keep it on your phone. Replies sent from the phone also appear in the team inbox.