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WhatsApp

How to choose which WhatsApp number you reply from when several numbers are connected

In Conversations, open the contact's conversation and use the WhatsApp sender number picker in the reply box to choose the number that sends. Elooo System pre-selects the number of the active conversation and may lock it to keep context; outside the 24-hour window, it requires an approved template.

Updated on

Before you start

  • You need more than one WhatsApp number connected and active in Settings › WhatsApp. With a single number, the picker doesn't appear.
  • Connecting and configuring numbers is done on the web version; the picker is available on web and in the mobile app.
  • Each number has its own 24-hour customer service window with the contact: one number may have the window open while another doesn't.
Where to find it

Conversations › (open the conversation) › reply box › WhatsApp sender number picker

Step by step

Check the available numbers

  1. In the left menu, open Settings and click WhatsApp.
  2. Confirm the account is connected and open the Numbers area.
  3. Make sure each number you want to use is connected and available. Connect any that are missing.

Pick the number when replying

  1. Open Conversations and select a WhatsApp conversation.
  2. In the reply box, find the sender number picker (the "From" number).
  3. Elooo System pre-selects the number the contact has already been talking to in that conversation. If several numbers are eligible, choose the one you want (for example, the right department's).
  4. Write the message. If the chosen number doesn't have an open 24-hour window with this contact, Elooo System asks you to pick an approved template.
  5. Click Send.

Tips

  • Give each number a clear purpose (sales, support, store X) and agree with your team which to use in each situation.
  • If a contact has more than one phone number, Elooo System may keep separate conversations for each customer number / business number pair.
  • In workflows, the From number is chosen inside the WhatsApp action itself; the conversation picker doesn't affect it.

Common problems

  • I don't see the number picker → It only appears with more than one connected number, in a WhatsApp conversation. Confirm in Settings › WhatsApp that the numbers are connected.
  • The number is already selected and I can't change it → The conversation is tied to a specific number; Elooo System locks the switch so the customer doesn't get replies from a different number. Continue from that number.
  • When I switch numbers it only lets me send a template → That number doesn't have an open 24-hour window with the contact. Send an approved template or reply from the number whose window is open.
  • The template doesn't show up for selection → Only approved, available templates can be used. Check the status in Settings › WhatsApp › Templates.

Frequently asked questions

Can I pick any number for any message?

Not always. When a conversation is already running on one number, Elooo System may pre-select or lock it to keep context and follow WhatsApp's rules.

Is the picker available in the mobile app?

Yes, in eligible WhatsApp conversations. Number setup is still done on the web.

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