A single shared number is only as useful as the routing behind it. Without it, every message either goes to one person by default, or waits for someone to notice it in a crowded shared inbox - neither of which is the fast reply a customer on WhatsApp expects.
Routing the instant a new conversation starts
Or assign to whoever's online right now
Conversations waiting on someone's day off
Without routing, a shared number often defaults to whoever set it up first, or to nobody in particular - meaning every new conversation either piles onto one person or gets missed while the team assumes someone else has it.
The busier the number gets, the worse this scales: more conversations means more chances for one to sit unanswered simply because it never got assigned to anyone in particular.
New conversations rotate evenly across your team, so no one person absorbs every incoming chat.
Assign to whoever's actually active right now, so a conversation doesn't wait on someone who's stepped away.
Move a conversation to someone else instantly if it needs a different owner - nothing is locked in.
Reassigning never drops context - the full conversation stays attached for whoever picks it up next.
A customer messages your shared WhatsApp number for the first time.
Based on your settings, it's assigned round robin or to whoever's currently online.
The assigned teammate sees it immediately in their view of the shared inbox.
If it turns out to need a different owner - a specific rep, a manager - move it in one click.
Automatic routing for new conversations - round robin or availability-based
One-click manual reassignment at any point in a conversation's life
Per-message attribution, so it's always clear who replied and when
Built with no tier-gating - available on every plan, from Small up
Combine with automations to route based on a keyword match, not just "new conversation"
Full message history stays with a conversation through every reassignment
Included on every plan, from Small up - no tier-gating on this feature.
This one isn't rationed by plan tier - connect a number on any plan and it works the same way from day one.
Yes - routing is a setting you control, not a requirement. Teams that prefer manual assignment can turn automatic routing off.
It stays with them until reassigned - availability-based routing affects new conversations, not ones already assigned.
Connect a WhatsApp number and see assignments working in minutes.
