Plan requirement
| Subscription | Suite Growth or higher |
| Access | Admin |
A WhatsApp number belongs to one brand. Getting that assignment right decides routing, service levels and reporting.
Assign the channel
- Open the WhatsApp channel in Admin Center.
- Set the brand.
- Save.
- Message the number and check the ticket carries that brand.
Why it matters more than it looks
Brand drives the service level policy, which help centre applies, which forms are offered, and what your reporting says. A number on the wrong brand produces tickets that are handled by the right people and counted as the wrong business.
Nothing looks broken, which is why this can run for months.
One number per brand
Each brand that offers WhatsApp needs its own number, its own verification and its own business profile. There is no way to share one number across brands and separate the conversations afterwards.
That is a real cost, and a reason to be sure a second brand needs WhatsApp before starting.
The profile is per number
Name, description and picture belong to the number, so each brand's profile should be that brand's. A customer messaging Brand B and seeing Brand A's name has been told something you did not mean to tell them.
Comments
0 comments
Article is closed for comments.