BizAI Logo
Smart CRM User Guide
Browse the user guide

Manage access to WhatsApp numbers

On this page

Tenants can connect multiple WhatsApp Business numbers via Meta embedded signup at Settings → Integrations → WhatsApp (/settings/integrations/whatsapp).

Multiple numbers

Each connected number appears in Connected Numbers with:

  • Phone number and verification/quality badges
  • Friendly label (shown in AI Inbox instead of raw number)
  • Primary flag for the main business line

Shared vs assigned access

  1. Per-number WhatsApp access (owner/admin toggle on WhatsApp settings page)

    • OFF (default): all connected numbers are shared with the whole tenant — everyone with inbox access sees all WhatsApp threads.
    • ON: enforces the shared/assigned settings below.

  2. Per-number Access (when per-number access is ON, or always visible for admins)

    • Shared with tenant — owners/admins manage the number as a shared business line. When per-number access is ON, non-admin users do not automatically see shared numbers; assign them explicitly if they need access.
    • Assigned to users — only the selected users (plus owners/admins) see this number's threads. You can assign one or many users to the same number (e.g. a Retentions department line shared by several retentions agents).

Configure access on each number row on the WhatsApp integration page. For assigned numbers, tick the users who should have access.

Inbox → Settings → Email Visibility mentions that WhatsApp access is managed on the WhatsApp integration page — not on the email visibility table.

Prerequisites for any WhatsApp feature

  1. Connect via Meta OAuth on WhatsApp settings page.
  2. For outbound template messages (broadcasts, daily briefing on WhatsApp): approved Meta templates.
  3. Marketing broadcasts additionally require Marketing module + WABA billing — see bulk WhatsApp article.