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Shared WhatsApp number

If you manage other organizations (see Manager accounts), you can share one of your approved WhatsApp numbers with all of them. When one of those organizations has a lead outside the US and Canada and its own concierge number is not on WhatsApp yet, the lead follow-up writes to that lead from your shared number instead. Nothing changes in the playbook: the follow-up picks the shared number on its own, and the approval card says “from the shared number …” so the person approving sees the number the lead will see. Only WhatsApp can be shared. US carriers do not allow one text-messaging registration to be used for several businesses, so SMS always goes from each organization’s own number.

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Turning it on

  1. The number must already be an approved WhatsApp sender in your organization (registered and online — see SMS Messaging).
  2. On Settings → Business, the number’s WhatsApp row shows Share with the N organizations you manage. Tick it.
  3. An approval card is filed. Sharing starts once an admin of your organization approves it.
The same change is available to agents and scripts:
or POST /v1/voice/phone-numbers/{number}/whatsapp?shared_with=managed_organizations (or ?shared_with=none), or the erdo_request_voice_phone_number_whatsapp tool with shared_with. Only an admin of the organization that owns the number can change it. Sharing never re-registers the number or changes the name people see on WhatsApp. Who it reaches is always the organizations you manage now. Ending a management link stops that organization’s next message from the shared number; unticking the box stops all of them.

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Who a person is talking to

Several businesses write from one number, so Erdo keeps each person with one organization at a time, and the person decides which:
  • A new enquiry with one of your organizations, a tap on its WhatsApp button, or naming its development in the chat puts the person with that organization.
  • Erdo’s own follow-up never takes a person from another organization. If someone else is talking to them, WhatsApp is closed to the follow-up until that conversation has been quiet for 30 days, and the lead is looked at again then.
  • Every message either way keeps the conversation open.
When a person writes to the shared number, their message goes to:
  1. the organization whose button they tapped;
  2. the organization whose message they replied to (quoting it);
  3. the organization they are talking to;
  4. the one organization that has them as a lead;
  5. otherwise, your own agent on the number, which asks which development they mean and hands the conversation over once they say. It never tells them which developments know them.
The conversation moves with all its messages. An organization’s concierge can also hand a conversation back when the person is asking about a different development. The receiving organization’s concierge answers on the shared number, so it needs WhatsApp replies switched on.

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A WhatsApp button on your landing pages

Landing pages can carry a Message us on WhatsApp button (ask the page builder for one). Tapping it opens WhatsApp with a short message already written, for example “Hi! I’d like to know more about 2200 Brickell. (ref K7Q2MX)”, in the page’s language (English, Spanish, Portuguese or French). The reference code belongs to that one visit:
  • it sends the conversation to the development whose page it was, even on a shared number;
  • the lead it becomes is attributed to the campaign that brought the visitor (the page’s utm_* tags and ad click ids), exactly like a form submission.
The button uses the development’s own WhatsApp number when it has one, else the shared number, and does not appear when there is neither. You can also show it only to visitors whose browser is set to certain languages. Ask the page builder for, say, “show WhatsApp only to Spanish and Portuguese speakers”, and visitors in any other language won’t see it. A code the person edits, or one older than 30 days, is ignored, and the message is routed as usual. Click-to-WhatsApp ads are attributed from the ad’s own link the same way.

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Opt-outs and limits

  • STOP to the shared number stops messages from every organization on it. START lifts it.
  • Each organization can start at most 50 new WhatsApp conversations a day from the shared number. Meta’s daily allowance of new conversations belongs to your business account as a whole and every organization draws on it; replies inside an open conversation do not count.