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Every user can have a WhatsApp for notifications number. It’s where the handoff notice reaches them when an AI agent assigns them a conversation.

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Set it for your team

Settings → User Management → Users has a WhatsApp for notifications column.
Settings → User Management → Users table with a WhatsApp for notifications column showing a number for Laura Gómez and Andrés Rojas and a + Add link for the other users.

The WhatsApp for notifications column in the users list

Open the user

Click the number in the column (or + Add when it’s empty), or use WhatsApp for notifications in the row’s menu.

Type the number

Pick the country code and type the number — for example +57 and 3001234567. The window explains: “Ana receives a WhatsApp alert at this number when an AI agent assigns them a conversation.”

Save

You’ll see WhatsApp number saved. To clear it, use Remove number.
WhatsApp for notifications window for Laura Gómez with the description of when the alert is sent, a +57 country picker and the number field, the hint Alerts only — replies to these messages are not read., and the Remove number, Cancel and Save buttons.

Editing someone's notification number

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Set your own

Users who can’t manage other users see a Your WhatsApp for notifications card at the top of the same page instead. They can add or change their own number there. When it’s empty, the card says: “Not set — you will not get WhatsApp alerts when an AI agent assigns you a conversation.”

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Who can edit what

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Format

  • E.164, starting with + and the country code: +573001234567, +15551234567.
  • Type it without spaces or dashes in the user window. (In a Handoff tool’s pool, spaces are tolerated and removed on save.)
  • A number without the country code is refused: “Enter a valid number with its country code.”

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How it combines with the Handoff tool

A Handoff tool’s assignment pool has its own WhatsApp for notifications field per person. The notice uses, in order:
  1. The number set on the tool for that person — “This number is used for this tool instead of the profile one.”
  2. Otherwise, the number on their user profile (this page).
  3. Otherwise, nobody is notified, and the conversation gets the note “WhatsApp notice to the assignee not sent: the assignee has no WhatsApp number for notifications”.
Set numbers here, on the profile, so every Handoff tool picks them up. Use the per-tool override only for exceptions — a shared team phone for one channel, for example.
Alerts only. “Alerts only — replies to these messages are not read.” Messages from a notification number never create a client and never start the AI.

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What doesn’t exist

  • A WhatsApp username instead of a number — planned.
  • Several numbers per person.
  • Notification by email or SMS — the notice is WhatsApp only.

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Next step

Troubleshooting

When the notice doesn’t arrive, or the template is stuck.