How can I transfer or contact a customer from another WhatsApp line if it has already been assigned to a different channel?
In this article we explain how to manage conversations when a customer communicates through different WhatsApp lines. You will learn how to identify the correct channel and how to continue the conversation from the appropriate number.
🧾 Frequently Asked Question / Initial Context
In some cases, a customer may contact a company through different WhatsApp numbers, which can lead to confusion about which line to use to continue the conversation. For example, if a customer registers for a campaign but was initially contacted through another line, how can this conversation be managed from the correct line?
🛠️ Troubleshooting – Step by step to understand the assignment
Verify the initial contact channel Conversation assignment is done automatically according to the channel through which the customer initiates the contact. This conversation will be assigned to that channel.
Conversation assignment is done automatically according to the channel through which the customer initiates the contact. This conversation will be assigned to that channel.
Identify if you want to continue the conversation from another channel If you need to contact the customer from another channel (for example, from another different line), the first step is to select the correct channel when sending the message.
If you need to contact the customer from another channel (for example, from another different line), the first step is to select the correct channel when sending the message.
Check the status of the conversation Make sure the conversation is active on the desired channel. If it is not, you must follow the process to send a message from the appropriate channel.
Make sure the conversation is active on the desired channel. If it is not, you must follow the process to send a message from the appropriate channel.
✅ Possible solutions
Send a message from the correct channel Select the communication channel corresponding to when sending the message to the customer. You can do it through a preconfigured template or a manual message.
Select the communication channel corresponding to when sending the message to the customer. You can do it through a preconfigured template or a manual message.
Use templates to facilitate communication If the customer has already registered for a line campaign, be sure to use a template configured for that channel. Templates help maintain consistency and speed in communication.
If the customer has already registered for a line campaign, be sure to use a template configured for that channel. Templates help maintain consistency and speed in communication.
📝 Additional notes
Conversation assignmentis not automatically transferredbetween channels if the customer initiates contact in one of them. The system assigns the conversation to the channel through which the customer makes the first contact.
Be sure to select the appropriate channel when contacting the customer to avoid confusion and ensure that communication is handled efficiently.
👩💻 Practical example / Use case
Scenario:A customer contactedVisión Plusand then registered for a leads campaign fromÓptica Nova. The care team wants to send a message from theÓptica Novaline to continue communication, but the conversation is assigned to theVisión Plusline.
Solution:
The agent accesses the conversation in the system.
Instead of responding from theVisión Plusline, select the communication channel forÓptica Nova.
A message is sent through theÓptica Novachannel, using a message template configured for that number.
📞 When to contact support?
If you experiencedifficulties changing the communication channelin an already assigned conversation.