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Managing & Switching WhatsApp Numbers

Summary​

Many organizations operate multiple WhatsApp Business numbers to segregate communication channels—such as separate lines for Sales vs Customer Support, or distinct numbers for different store branches and regional offices.

When your organization purchases Wabixo, your authorized WhatsApp Business (WABA) numbers are pre-mapped to your tenant workspace. Authorized team members can switch between connected WhatsApp lines instantly through the WABA Selector in the top header without logging out or opening separate browser sessions.

1. Prerequisites for Multi-Number Management​

  • An organization workspace with two or more mapped WhatsApp Business numbers.
  • Your user profile must be granted access to the specific numbers by an Administrator in Team Management (/dashboard/userManagement).

2. The WABA Selector Interface​

The WABA Selector is located prominently in the top-right utility area of the header:

Selector Display States:​

  1. Single Number Assigned: If your account is only authorized to access one phone line, the selector displays as a clean, locked badge with a padlock icon showing that number (e.g., +91 93105 81068).
  2. Multiple Numbers Assigned: If you have access to multiple lines, the selector displays as an interactive dropdown pill with a padlock icon and a dropdown arrow.

3. Step-by-Step Instructions: Switching Numbers​

  1. Locate the WABA Selector in the top-right header of your screen.
  2. Click the selector pill displaying your currently active phone number.
  3. A dropdown menu expands displaying all WhatsApp Business numbers you are authorized to manage.
  4. Click on the desired phone number line (e.g., +91 98765 43210).
  5. Wabixo instantly switches your workspace scope to that number line.

4. What Happens When You Switch Numbers?​

To ensure strict data security and prevent cross-line messaging errors, switching numbers triggers the following automatic system behaviors:

  1. Active Chat Reset: If you are currently viewing an active conversation thread in the Team Inbox, Wabixo automatically closes the active thread and returns to the base inbox view (/dashboard/teamInbox). This safeguard ensures you never accidentally send a reply to a customer from the wrong WhatsApp line.
  2. Data Re-scoping: All workspace feeds immediately re-filter to display data belonging exclusively to the selected phone number:
    • Team Inbox: Displays chats initiated to or received from that specific number line.
    • Marketing Templates: Displays pre-approved Meta templates registered under that specific line's WABA account.
    • Broadcast Campaigns: Scopes campaign history and scheduled dispatches to the selected line.
    • Prepaid Wallet: Displays the credit balance associated with that line.
    • Automations: Activates the business hours, keyword rules, and bot flows configured for that specific line.

5. Assigning Phone Number Access to Team Members​

Administrators can control which agents have access to which WhatsApp lines:

  1. Go to Team (/dashboard/userManagement).
  2. Locate the team member and click Edit User.
  3. Under Allowed Phone Numbers, select or unselect the relevant WhatsApp lines.
  4. Click Save Changes.
  5. The updated phone lines will immediately appear in the user's WABA Selector upon their next session load.

6. Troubleshooting & FAQs​

Problem: A phone number is missing from your dropdown list​

  • Why it happens: Your administrator has not assigned access permissions for that specific phone number to your user account.
  • How to fix it: Contact your Wabixo Administrator and request that they add the required phone line to your user permissions under Team Management.

Problem: Can an agent receive notification sounds for all assigned numbers?​

  • Yes. If an agent is granted access to multiple numbers, background notifications and audio chimes will alert the agent whenever a new unassigned message arrives on any authorized line.

Problem: Can we share the same Meta message templates across multiple numbers?​

  • If all phone numbers are connected under the same Meta WhatsApp Business Account (WABA), templates approved in that WABA are automatically available across all numbers. If the numbers belong to different WABA accounts, templates must be submitted and approved separately for each WABA.