One WhatsApp number.
Your whole team answering.
WhatsApp gives one number to one phone. That works until two people are answering it, nobody knows who replied, and a customer waits four hours because everyone assumed someone else had it.
Every conversation gets an owner
A conversation is assigned to one agent, so there is always a name against it. Routing rules do the assigning as messages arrive — you can match on any of these, combine them with AND or OR, and order the rules so the most specific wins.
| Match on | For example |
|---|---|
| What the message says | Anything mentioning “refund” goes to the senior agent. |
| A tag on the contact | Contacts tagged “dealer” skip the queue. |
| Which channel it came from | Web-chat enquiries route separately from WhatsApp. |
| Time of day | After 7pm, everything goes to whoever is on the late shift. |
A rule can assign the agent, apply a label, or raise the conversation to the priority SLA tier — or all three at once.
A timer on every conversation
Each conversation carries a response deadline on one of two tiers, standard or priority. A background check runs every five minutes, marks anything past its deadline as breached, and raises an alert in the app — so a slow reply surfaces while it can still be rescued, not in next month's report.
Breaches are recorded against the conversation, so the pattern is visible later: which agent, which channel, which time of day.
Ask a colleague without leaving the chat
Internal DMs and group channels live in the same app, with presence, read receipts and reactions. The usual alternative — discussing a customer in a separate WhatsApp group on everyone's personal phone — is how context gets lost when someone leaves.
Try it with two agents first
Connect one number, add a colleague, and watch how assignment behaves on real messages before you move the whole team across.
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