Multi-number support on the WhatsApp Business Platform

Multi-number support by WhatsApp Business Platform

What is multi-number support on the WhatsApp Business Platform?

Assuming you have been using the WhatsApp channel to communicate with your customers, you're likely aware that every WhatsApp Business Account (WABA) needs a verified phone number specifically dedicated to that channel for the current WhatsApp Business Platform.
Before you start with the verification process, make sure the following is in place:
    •    Your business should own the number
    •    There should be a country and area code
    •    Must be able to receive voice calls or SMS
    •    The number should not be previously associated with any other WhatsApp Business Platform
Great news! We are now supporting multiple numbers for a WhatsApp Business Account (WABA) on the WhatsApp Business Platform.
Before you change the number for a configured channel, make sure to add the desired number(s). To do this, select the Add Number option in the module (Embedded SignUp) by navigating to Setup -> Instant Messaging -> WhatsApp. Then, on the top bar, select Add Number. You can also directly add it to your Facebook Business Manager Account

Steps to change the business phone number:

In this article, we will guide you through the process of changing a number for a configured channel on the Desk application.
  1. Click the Setup icon ( ) in the top bar.
  2. Under Channels, click Instant Messaging.
  3. On the Integrations list, select WhatsApp. The list of channels will be displayed.
  4. Select the channel for which you wish to change the number and click Edit Channel form.
  5. On the Channel Info form, select Change number.
The list will show the numbers you configured. You can then choose one of the available numbers to be reconfigured with the channel and click Save.

Keep in mind, before you select the number to be reconfigured to your channel, the Business Name Status must show as Approved, the phone number Connection Status can be Pending or Disconnected, and the phone number Verification Status must be Verified as highlighted in the following screenshot.

If you have not configured any number(s) to your Facebook Business Manager Account, an error message will pop up as shown below. Click the WhatsApp Business Account button which will redirect you to your Facebook Business Manager Account to add a number.

Reasons you might not be able to select a number from the available list:

  • Available but awaiting approval: The number is successfully added to your Facebook Business Manager Account and is awaiting the WhatsApp approval process.
  • Business name rejected: The business name you registered was rejected by WhatsApp. In this case, you have to restart the process and try again to get it approved by WhatsApp. for more details, read the WhatsApp Commerce Policy.
  • Certificate not found: This is the certificate of the business name after Facebook has approved the business name. This field returns a value only if the business name is approved and will be available only if a phone number is not currently connected to WhatsApp on any other device.
  • OTP verification pending: Click Verify to complete the verification process and select a method to receive the OTP (one-time password) either through an SMS or a voice call. Once you receive the six-digit code, enter it and click Verify OTP. If there is a delay in receiving the OTP, please click Resend Code.
  • Business name verification pending: The business name you registered is awaiting WhatsApp approval.
  • Number configured in a different channel: The number you are selecting is connected to one of your other channels. The phone number connection status can show Connected (it's connected to another channel), Disconnected (the number is disconnected), or Pending (the state where the number can be used).
To summarize the above process, if you are able to change the business number, note the following:
  • The changed number will appear as a new contact for all your customers.
  • The embedded QR code needs to be regenerated and used.
  • The embedded chat link should be regenerated and shared with your customers.
  • The embeddable message button can be customized, and the new code can be used.
  • Update your business info.

To modify any of your business details, please log in to your Facebook Business Manager Account.

Steps to add a business phone number:

In this section, we will guide you through the process of adding a number for a WABA under the WhatsApp Integration.

    1. Click the Setup icon ( ) in the top bar.
    2. Under Channels, click
Instant Messaging.
    3. Under the Integrations list, select
WhatsApp. The list of configured channels will be shown.
    4. On the WhatsApp Integration page, select
Add number on the secondary setup bar. You will be prompted to the Facebook Business Manager login page. After successfully adding the number, it will be listed as a new number in the WhatsApp Phone Number field on the create channel info.
Enter the credentials, complete the verification, and follow the steps to add the number.

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