Currently, the “Continue on WhatsApp” action always routes the customer to a single WhatsApp number configured in Settings → Channels → WhatsApp → Switch from Messenger to WhatsApp (one number per workspace).
This creates a limitation for companies operating in multiple countries with different WhatsApp numbers per region. There is no way to direct customers to their corresponding local number, which negatively impacts both customer experience and operational efficiency.
Problem:
If a business uses different WhatsApp numbers per country, all customers are still redirected to the same number, regardless of their location or attributes. This can lead to:
- Customers contacting the wrong regional team
- Delays in response times
- Fragmented conversations and routing issues
Suggested improvement:
Allow agents or automation rules to select which WhatsApp number is used when triggering “Continue on WhatsApp”.
For example:
- Route based on customer attributes (e.g., country, language, region)
- Allow rules in workflows to define the destination number
- Allow agents to manually choose the WhatsApp number when using the “Use Continue on WhatsApp” action in conversations
This last point would already be a significant improvement, as it would give support teams immediate control to route customers to the correct local number during live conversations.
This would enable businesses to:
- Maintain local communication channels
- Improve response times and routing accuracy
- Preserve a better customer experience across regions