Coexistence: WhatsApp stays on the phone, and the team answers from NChat 📱
For many operations, the WhatsApp Business on the phone is the number everyone knows: it is on the business card, in the listing, on the building sign. Bringing that number into a support center meant removing the app from the phone, and with it the owner's habit of replying right away and years of conversation history. It was trading one thing for the other. Now there is no need: the same number works in the app and in NChat, at the same time.
What changes
- No need to change numbers: the current number goes into NChat and the app stays on the phone.
- History preserved: previous conversations stay in the app, with no prior backup needed.
- Everything in one place: what is sent from the phone also shows up in NChat.
How it works in practice
The guest sends a message to the usual number. The support team sees the conversation in NChat and replies from there, with the usual canned responses, notes and workflow. If the owner of the operation replies straight from the phone, on the way between one property and the next, their message shows up in NChat too, and the team knows what has already been said. Nobody needs to tell the guest about a new number.
Good to know
- Applies to numbers on the WhatsApp Business App. Personal WhatsApp numbers do not support coexistence.
- WhatsApp calls from NChat do not work in coexistence: to use them, the number stays only in NChat. See the details.
Available in NChat V4. V4 is activated by the implementation team: request yours through NDesk.
Best regards, The New Byte Team