Automatic Brand assignment based on WhatsApp number | Community
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Automatic Brand assignment based on WhatsApp number

  • March 11, 2026
  • 1 reply
  • 7 views
L

Hi everyone,

We’re trying to understand how Brand assignment works for WhatsApp conversations in Intercom.

Currently we have:

  • 2 Brands in our workspace
  • 3 WhatsApp numbers connected to Intercom
    • 2 numbers belong to Brand A
    • 1 number belongs to Brand B

Right now, both incoming and outgoing WhatsApp conversations are always assigned to the default Brand, regardless of which WhatsApp number is used.

What we would like to achieve is the following:

  • If a conversation is received through WhatsApp number 1 or 2 → it should be assigned to Brand A
  • If a conversation is received through WhatsApp number 3 → it should be assigned to Brand B
  • When an agent starts an outbound WhatsApp conversation and selects a specific sending number, the conversation should automatically inherit the Brand associated with that number.

At the moment, all conversations seem to inherit the default Brand instead.

Is there a way to configure Intercom so that the Brand is determined by the WhatsApp number used (incoming or outgoing)?

Thanks!
 

    1 reply

    D
    Intercom Team
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    • Dara KIntercom Team
    • Intercom Team
    • March 20, 2026

    Hey ​@Leandro Wenzin 

    Right now, Intercom doesn’t support automatically assigning a Brand to a WhatsApp conversation based on the specific WhatsApp number used. Both inbound and outbound WhatsApp conversations inherit the workspace’s default Brand, and there isn’t a setting today to map “number → Brand” the way you’ve described.

    There are a couple of partial workarounds (e.g. using workflows or inbox routing based on the WhatsApp number, and then having teammates manually adjust the Brand when needed), but there isn’t a clean, fully automatic Brand-by-number mapping today.

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