How to add another WhatsApp number to a contact
Step by step to link a second WhatsApp number to an existing contact and chat through it in the Chatcenter, without creating a duplicate contact.
Updated on
When a customer changes numbers or uses a second phone, don't create another contact: add the new number to the existing contact. Each number gets its own conversation in the Chatcenter, and the customer's details stay in a single contact.
What you need
- A company WhatsApp number connected to XBASE. If you don't have one yet, see how to connect the WhatsApp Business app on your phone.
- The customer already saved in Contacts. If they don't exist yet, use the New contact tab in the same window from step 2.
- A new number that isn't on another company contact: each number belongs to only one contact.
Step by step
Open a new conversation
In the Chatcenter (Conversations in the simple menu), click New conversation at the top of the conversation list. The New conversation window opens.
Choose the contact
Leave the WhatsApp tab selected and click Existing contact. In the Contact field, type at least 2 letters of the name or part of the phone number and click the right contact.
Type the new number
Under Number, leave Other number... and type the number in Phone, with the area code. If the number is already on the contact, pick it from the list instead of typing it.
Choose the connection
Under Connection, choose the company number the conversation will be sent from.
Open the conversation
Click Open conversation. XBASE shows "Number linked and conversation created!" and opens the conversation for the new number.
Send the first message with a template
The new number's conversation starts with the 24-hour window closed, because the customer hasn't written from it yet. Type / in the message field and choose an approved template. Once the customer replies, you can send free-form messages for 24 hours. The details are in WhatsApp in the Chatcenter.
What to expect
The new number is saved on the contact, and its conversation appears in the Chatcenter. In the conversation header, below the name, you see the number it sends to: check it before sending the message.
- One conversation per number. If a conversation for that number already exists, XBASE opens it instead of creating a duplicate.
- The contact's main phone doesn't change, if they already had one.
- No duplicate contact. Messages the customer sends from the new number go to the same contact.
Common problems
Next steps
Still have questions?
Talk to the XBASE team on WhatsApp. We help you set it up. Email: contato@xbase.app.
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