How to Choose a WhatsApp Sender Number in Conversations

About WhatsApp Sender Number Selection

When sending WhatsApp messages through your CRM, you can select which of your connected WhatsApp numbers you want the message to come from. This is especially useful for businesses using multiple numbers for different teams, departments, or brands. The CRM helps you maintain conversation accuracy and comply with WhatsApp's messaging rules by allowing you to choose the appropriate sender number directly within the Conversations interface.

Benefits of Selecting a Sender Number

Choosing the correct WhatsApp number for your outgoing messages offers several advantages:

• Maintain conversation context: Reply from the same number the contact originally messaged, ensuring a consistent thread.
• Improve customer recognition: Contacts will see messages from a familiar business number.
• Reduce errors: Prevent accidental messages sent from the wrong department or location number.
• Support compliance: The CRM guides you to use approved message templates when required by WhatsApp's rules.
• Cross-platform access: Select sender numbers from both the web and mobile versions of Conversations.

How Sender Number Selection Works

The CRM intelligently manages sender number options based on the conversation context and WhatsApp's regulations. It may:

• Pre-select the number that matches the ongoing conversation.
• Allow you to choose from other eligible numbers when multiple are available.
• Lock the number to prevent breaking the conversation thread when necessary.
• Require an approved WhatsApp template if the selected number lacks an active customer service window with the contact.

Prerequisites

To use the sender number picker, you must first set up and connect your WhatsApp numbers through the CRM's web app. The numbers must be active and properly configured in your location's settings before they appear as options in Conversations.

Understanding WhatsApp's 24-Hour Window

WhatsApp permits businesses to send free-form messages to a contact for 24 hours after the contact last messaged them. This is known as the customer service window. If the window is closed for a selected sender number, you must use an approved WhatsApp template to initiate contact. The CRM automatically detects the window status and will prompt you to select a template if needed.

Using Templates with Sender Numbers

When a sender number requires a template message, you'll need to choose an approved template from your available options before sending. Templates ensure compliance when starting new conversations or re-engaging contacts outside the 24-hour window.

How to Set Up Sender Number Selection

Before you can choose sender numbers in Conversations, complete the following setup steps in the web app:

1. Navigate to Settings.
2. Select WhatsApp.
3. Verify that your WhatsApp account is connected and active.
4. Open the Numbers section to review and manage your connected WhatsApp numbers.
5. Add any additional numbers as needed.

Once setup is complete, your connected numbers will appear as options in the sender number picker within Conversations on both web and mobile.