WhatsApp Multi-WABA support by Instant Messaging

WhatsApp Multi-WABA support by Instant Messaging

If you've 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 IM channel for the current WhatsApp Business Platform. Log in here for more information: Facebook Business Manager Account.

Great news! We are now supporting multi-WABA for businesses on the Instant Messaging platform.

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

To register as a WhatsApp Sender and send or receive messages on WhatsApp using the IM platform, you need to have a WABA. All WhatsApp Messages and Templates must be associated with a selected WABA.

Let's consider a business with multiple departments. For example, a company may have sales, marketing, human resources, finance, and customer service departments. Each department has its specific functions and responsibilities within the organization.

In this scenario, each department may have unique needs and requirements for tools and software to carry out their functions effectively. The sales department may need customer relationship management (CRM) software, the marketing department may require marketing automation tools, the human resources department may need an employee management system, the finance department may require accounting software, and the customer service department may need a help desk or ticketing system.

With multi-WABA support, businesses can create as many channels (mapped to their active departments) as required and link the team to the messaging channel. These will include a centralized communication platform and shared access to customer data to ensure a seamless flow of information and operations across the organization.

In this article, we will guide you through the process of changing a WABA for a configured channel on the Desk application.

Migrating a phone number from one Embedded WABA to another Embedded WABA

  1.  Click the Setup icon (  ) in the top bar.
  2. Under Channels, click Instant Messaging.
  3. In the Integrations list, select WhatsApp. The list of configured channels will be displayed.


      4. In the Channel Info form, select Change WABA.
      5. Select the WABA from the List of WhatsApp Business Accounts under the channel.
      6. Select the registered business number from the list of numbers for the chosen WABA.
            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.
      7. If there are no configured numbers are listed for the chosen WABA, click Add Number and follow the steps mentioned in this help document.
The WhatsApp Template messages will be created, submitted and categorized based on the selected WABA. Refer to this help doc for details.

    Access your files securely from anywhere

      Zoho CRM Training Programs

      Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

      Zoho CRM Training
        Redefine the way you work
        with Zoho Workplace

          Zoho DataPrep Personalized Demo

          If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

          Zoho CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION









                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • Related Articles

                                                                                                              • 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 ...
                                                                                                              • A Guide to Instant Messaging

                                                                                                                An Overview Zoho Desk's Instant Messaging module is a pay-as-you-go feature that enhances your business by making customer communication easy and efficient. In this document, you will find out why Zoho Desk's IM is the perfect messaging platform to ...
                                                                                                              • FAQs: Instant Messaging

                                                                                                                Why can't I send Canned Messages? The Auto-ticket conversion must be switched On. Why? Because the canned message contains placeholders from the Agents & Contacts module. Navigate to Instant Messaging > Preferences > Check_lists to Switch On the ...
                                                                                                              • Measuring Customer Happiness with Instant Messaging

                                                                                                                Hear your customers' voices by enabling customer happiness ratings on Zoho Desk. A customer's happiness rating helps you see what they think about the support they receive at the end of each response or closing their ticket. The integrated analytics ...
                                                                                                              • Zoho is now a WhatsApp Business Service Provider

                                                                                                                NEW WhatsApp Business Partner Zoho's Instant Messaging team proudly announces that we are now WhatsApp's Business Service Provider (BSP). We have partnered with Meta to provide the best solutions to increase revenue and deliver a prompt messaging ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources