Plan requirement
| Subscription | Any plan |
| Access | Agent |
Removing a WhatsApp number from a customer's profile, usually because it belongs to somebody else now.
Why it comes up
Phone numbers get reassigned. Somebody takes over a number that used to belong to one of your customers, messages you, and lands on that customer's profile with their history.
That is a privacy problem, and it is the main reason to know how to do this.
Remove it
- Open the user's profile.
- Find the WhatsApp identity on their contact details.
- Remove it.
- Save.
Future messages from that number create a new user rather than attaching to the old one.
Deal with what was exposed
If somebody saw another customer's conversation history, that is worth taking seriously rather than quietly fixing the profile.
Check what was visible, record what happened, and follow whatever your organisation does about disclosures. Restricting transcript history reduces the exposure for next time.
The other case
A customer who changed number and wants the old one off their profile. Straightforward, and worth doing so notifications do not go to a stranger.
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