Features for multiple WhatsApp numbers: Everything WavesFlo does, across your numbers and teams.
Link the numbers your stores, branches and teams already use, give every chat an owner, run support and sales on the same conversations, and send with approval and limits.
Numbers
Every number, in one workspace.
- Linked in about a minute: scan a code from the phone’s Linked devices screen.
- The phone keeps working: linked like WhatsApp Web, it carries on as before.
- Room to grow: up to 50,000 connected numbers, subject to plan.
- Access per number: open to everyone, or only to the teams and people you name.
How a number is linked and kept
Stores, branches and teams keep the numbers their customers already know. Each one is linked from its own phone and given a label, such as a store’s name.
Health. A score for each number, with the reason when it drops.
Allowance. Daily and hourly ceilings, set per number.
Separate. Each number has its own connection and allowance, so one can be restarted without touching the rest.
Recovery. Reconnect a number, or run a full automatic recovery.
Linked devices. Each number takes one of the four linked-device places on its WhatsApp account, and WhatsApp logs linked devices out if the phone goes unused for 14 days.
| Team or person | Level |
|---|---|
| North sales | Operate |
| Meera Pillai | Operate |
| Service team | View |
Operate: see its chats and act as it, to reply, send and assign. View: see its chats only.
Shared inbox
One list, an owner for every chat.
- Marked by number: each reply leaves from the number the customer wrote to.
- Assigned your way: round-robin within a team, or by hand.
- Hand-offs on the record: every assignment is logged, and a handover note shows inside the thread.
- Typing shows live: so two people don’t answer the same customer.
- Call from the chat: a WhatsApp voice call from the browser, placed from the number the customer already knows.
Inside the inbox
Roles and per-number access decide who can read and answer each chat.
One list. Direct chats and groups from every linked number, newest first.
Filters. By number, unread, assigned to you, the shared queue, label, or chat type.
Replies. Text, photos, documents, video, voice notes, a location or a contact card.
Delivery. Each message’s state, from sending through read and played, with the error when one fails.
Shared queue. Where a chat no one owns waits until it is assigned.
Hand-offs. Pass a chat to a person, a team or a department, with an optional note; the thread shows who handed it to whom. A chat assigned to someone reaches them even if they cannot see its number.
Media. Every photo, document and video in a chat on its own Media tab, and the workspace’s files in one media library.
Custom properties. Fields of your own on contacts and on chats, beside the ones WavesFlo keeps.
Retention. Choose how long message content is kept, or keep none of it.
CRM. One-to-one chats and opt-outs logged as notes on HubSpot or Zoho CRM contacts, once an Admin switches syncing on.
WhatsApp calls
Calls run from the browser with your microphone, on any connected number you choose, and every call is listed in one register.
Dialer. Pick which of your numbers calls out, or call straight from an open chat.
One call per number. A number holds one call at a time across the team, so two people never dial out on it at once.
Call register. Every call placed or received: answered or missed, direction, talk time and why it ended, filtered by number and period.
In the call. Mute, speaker, volume and a timer from the first ring; minimise it and keep working in the inbox.
Recording. Off unless your workspace switches it on, with a retention period, an optional announcement before the agent joins, and numbers that are never recorded.
My service is due. Any slot on Tuesday?
Let me check Tuesday’s slots for you.
Tuesday 11:00 is free. Over to Joseph to book it in.
AI replies
Answers, drafts or off, set per team.
- Automatic answers: keyword replies, a chatbot and AI answer on their own.
- AI drafts: a reply is written for the team to check and send.
- Off: nothing automatic for that team.
- Ask Wavey: the assistant in the app answers questions about your chats, tickets and pipeline from your own workspace data.
AI credits are included; more on request.
What Wavey does
Wavey is the assistant inside WavesFlo. Ask it in English or Hinglish, and it answers only from what is in your workspace.
Questions about the work. How many chats came in, what is open, who is overdue, by day, week, month, person or stage.
What customers said. Search the last 90 days of chats, for example who asked about a package price.
The record in front of you. Ask about the open chat, ticket, opportunity or contact.
In a chat. Summarise it, draft a reply or translate one.
No invented numbers. It quotes figures from your data and declines questions your data cannot answer.
North sales
AI writes a draft; someone checks it and sends it.
Service team
Keyword replies, the chatbot and AI answer on their own.
Store managers
Nothing automatic for this team.
Queues and shifts
A queue that knows who is working.
- Get next: an agent asks for the next piece of work instead of picking the easy one.
- Why assigned: each assignment records what decided it, and supervisors can read the log.
- Hours, shifts and time off: nothing is handed to someone who is not on shift.
- A cap per person: work past the cap waits in the queue instead of piling up.
Inside a queue
A queue hands chats and tickets out within a team, by the method you choose, and keeps a customer with the person they already spoke to.
Sticky owner. A customer who writes again goes back to whoever answered them last.
Presence. Signed in and on shift, with about a minute and a half of grace before someone counts as away.
Requeue. A supervisor puts work back, or hands it to another team for that team to claim.
Departments. A chat handed to a department is routed inside it, by that department’s own routing settings.
Backlog. What is waiting, and why nothing has taken it, on one screen.
Done and reopened. An agent marks their own work done; a customer’s next message reopens it.
Get next
An agent asks for the next chat instead of picking one.
Hours and shifts
The Service team's working week, with time off marked.
Cap per person
Nothing is handed out past this, it waits in the queue.
Present only
Someone signed out or off shift is passed over.
Ticketing
Every question gets a ticket, and a clock.
- Raised from the chat: one action on a message, and the conversation it came from stays attached.
- A target per policy: first reply and resolution, counted in your working hours.
- An escalation ladder: who is told, and when, as a target gets close.
- Finished properly: fields a ticket cannot be closed without.
How a ticket runs
A customer’s message opens a ticket or joins the one they already have, and the clocks follow the ticket rather than the inbox.
First reply. Its clock never pauses, so a ticket cannot be parked out of its first answer.
Resolution. Its clock pauses while the ticket waits on the customer, and a reopen starts a new cycle.
Acknowledgements. A bare “ok” or “thanks” does not reopen a finished ticket.
Merge. Two tickets for one problem become one, and that cannot be undone.
Macros. A named set of changes (status, priority, assignee, team, a due time and field values), applied to one ticket or up to 100 at once. A macro sends nothing to the customer.
Watchers. Anyone who can see a ticket can watch it, and is told when it is assigned, moves status, gets a note or is resolved.
Custom fields. Text, dates, options, a link, an email or a phone number, checked as they are entered.
Deleted. A delete is a soft delete: ten seconds to undo, then a Deleted tab a manager restores from.
Reports. Response and resolution times, close rate and open queue depth per agent, and a ticket export.
| Ticket | First reply due |
|---|---|
| Order 4821 arrived damagedNadia | Overdue |
| Refund not receivedImran | 12 min |
| Wrong size deliveredLeela | 48 min |
| Service visit on TuesdayFarid | Paused |
Sales
The pipeline lives where the conversation does.
- An opportunity from a message: one action on the chat, and the thread is attached to it.
- Stages and close reasons: yours to set, per pipeline.
- A forecast by close window: weighted by stage, kept per currency.
- Who is selling: by person and by team, down the reporting chain.
Inside Sales
Enquiries arrive as chats, become opportunities, and carry their conversation with them. HubSpot and Zoho CRM stay in the loop through the notes WavesFlo writes.
Timelines. Every opportunity, company and contact keeps its own history.
Incoming. New enquiries wait in one column until someone takes or passes them.
Lead numbers. A number marked for sales opens enquiries rather than support tickets.
Tasks. A task with a due date, and the overdue ones counted per person.
Hierarchy. Who reports to whom, as a tree, with transfers and a team’s own roll-up.
No quotas. There is no quota, target or lead score in the product, so none is reported.
Campaigns
Campaigns that ask first, then start small.
- Approval: an optional sign-off before the first message leaves.
- A pre-send check: problems that would stop a campaign are reported before anything queues.
- Canary sends: large campaigns to people start with about 5%, pausing on failures or STOP replies.
- People or groups: message each person you pick or upload, or post into groups.
How a campaign is built
Announcements and follow-ups go out as campaigns, from the numbers your teams already answer on, through the same targeting, scheduling, approval and sending limits.
Announcement. The one kind of campaign: written once, then personalised for each recipient from the columns you imported.
Message sources. Written from your instructions, taken from your saved messages, or typed exactly as it should go out.
Attachments. An image, video, audio file or document, sent with the copy as its caption.
Status. Optionally post the same campaign to your status.
Canary limits. The campaign pauses itself if more than 20% of the first sends fail or 2% reply STOP; the rest wait until someone resumes it.
Contacts, CSV uploads and opt-outs
Send into WhatsApp groups, or to people one by one: contacts you pick, or the numbers in a CSV you upload. A campaign goes to groups or to people, never both.
Import. A CSV into Contacts, with a column-mapping step you confirm before anything is written; its other columns become merge fields.
Contacts. Search by name or number, tick people, or select everyone who matches.
Upload CSV. Numbers in a CSV, with an optional name column, saved to Contacts; a repeated number counts once.
Opt-outs. Checked as each message is sent, across every campaign.
CRM import. HubSpot or Zoho CRM contacts with a phone number, on demand or every six hours; consent is never assumed.
Workflows · Beta
Automate the work, within your sending rules.
- A trigger, then steps: reply, assign, label, open a ticket, move a deal, wait, branch or call an app.
- Templates and Build with AI: start from a ready-made workflow, or describe one in plain words.
- Journeys: segment or date entry, goals, exit events, A/B splits and a control group.
- Sending rules apply: only a reply in an open 24-hour chat skips the posting window; opt-outs are always checked.
Beta, switched on per workspace.
Reply to everyone who messages after 6 pm that we’ll call them at 10 am, and give the chat to the morning team.
Drafted 4 steps, checked against the step list
Alerts
Alerts in Slack or Microsoft Teams.
- Where your team works: approval requests, campaign results and number alerts, in a channel.
- Approve from Slack: sign a campaign off without opening the dashboard.
- A calendar: scheduled and recurring sends, in one view.
- A live queue: each message’s status as it goes out.
Approvals, schedules and diagnostics
Approvals before a campaign sends, a calendar of what is scheduled, recurring sends, a queue you can watch as it goes out, logs, and each number’s diagnostics for when its connection drops.
Approvals. Requested per campaign, and actioned from Slack without opening the dashboard.
Home. The dashboard opens on what needs clearing, a number that is not connected included, each count a link to the screen that fixes it.
Notifications. What needs a person — an assignment, a mention, an approval, a target about to pass — collects in one place, grouped by day, with desktop alerts and a chime, and an email for the kinds each person chooses.
Diagnostics. On each number’s overview: whether it is connected and signed in, its last sync, reconnect attempts, the last error and recent connection events.
Festive offers paused itself
Sent to the first 20 of 400 in North region. 2 replied STOP, above the 2% limit.
Sending limits
Limits on every number, on by default.
- Daily and hourly caps: 500 a day and 60 an hour per number, by default.
- A wait per person: 24 hours between campaign messages to the same person, by default.
- Quiet hours: 22:00 to 08:00 by default, in your timezone.
- One emergency pause: halts delivery on every number at once.
Groups
See when a group is busiest, before you post.
- Busiest hours: member activity by the hour, in your timezone.
- Message mix: what members send each other: text, image or video.
- Top senders: who drives the conversation, and when they were last active.
- Membership: joins and leaves, rebuilt into a daily timeline.
Shown for every group your numbers belong to, with delivery and read rates per group, not averaged.
Reports
Eleven reports, counted, not estimated.
Each downloads as CSV and JSON, and conversations can be read through the API.
Campaign results
Targets, sent, failed, delivered and read, with reach counted once per person.
Timing
Time to deliver and to read, at the median and the 75th and 90th percentiles.
Delivery
Volume over time, status split, reactions and status reach.
Audience
Group performance, top groups by sends, sends per number, communities.
Campaigns
Health figures for every campaign you have run.
Compliance
Every send the limits held back or delayed, with the rule that caught it.
What the reports cover
The eleven cover delivery, audience, campaigns, compliance and operations. Every campaign closes with counts that came from delivery receipts, not from an estimate.
Confirmed reach. A floor of distinct people, deduplicated across groups, because the same person is often in several of them.
Surfaces. Direct, group and channel sends, reported separately.
Message log. Per message: status, receipts, the number it went from, the time.
Read rates. A lower bound: recipients can turn read receipts off.
What teams ask about the features.
All questionsHow long does it take to connect a WhatsApp number to WavesFlo?
About a minute. Open WhatsApp on the phone, go to Linked devices and scan the code the WavesFlo dashboard shows, then give the number a label. It joins your workspace with its own health score, its own daily and hourly ceilings, and a connection you can restart without touching anything else. The link takes one of the phone's four linked-device places, and WhatsApp must be opened on the phone at least every 14 days to keep it connected.
Can WavesFlo answer customers automatically for one team and not another?
Yes. Each team in WavesFlo is set to automatic answers, where keyword replies, a chatbot and AI answer on their own; to AI drafts, where AI writes a reply for someone on the team to check and send; or to off. AI credits are included, and more are available on request.
Does WavesFlo handle support tickets as well as chats?
Yes. A question becomes a ticket from the conversation it arrived in, with a first-reply and a resolution target counted in your working hours and an escalation ladder that names who is told as a target gets close. The first-reply clock never pauses; the resolution clock pauses while the ticket waits on the customer. Tickets merge, carry fields that can be required before one is finished, and a delete can be undone or restored.
How is work shared out between people?
Through a queue, per team. A customer who has written before goes back to whoever answered them last; otherwise the queue hands the work to the next person by the method it is set to, and only to someone signed in, on shift and under their cap. An agent can ask for the next piece of work instead of picking one, every assignment records what decided it, and a supervisor can requeue work or hand it to another team to claim.
What kinds of campaign can WavesFlo send?
One kind: an announcement. The copy is written from your instructions, taken from your saved messages or typed exactly as it should go out, and is personalised per recipient from the columns you imported. It goes to people individually, contacts you pick or the numbers in a CSV you upload, or into the WhatsApp groups your numbers belong to, through the same targeting, scheduling, approval and pacing. Deal campaigns, which wrote one message per spreadsheet row, were withdrawn in October 2026.
How do I choose who a WavesFlo campaign goes to?
In the campaign's audience step, pick WhatsApp groups, or people. People are contacts you search for by name or number and tick, or everyone a search matches, or the numbers in a CSV you upload there; an uploaded number is saved to Contacts, a repeated one counts once, and anyone who opted out is left out. A CSV imported into Contacts goes through a column-mapping step you confirm before anything is written, and its other columns become merge fields.
What happens when a WavesFlo campaign goes to a lot of people?
It starts small. A large campaign to people goes to about 5% first, and pauses itself if more than 20% of those sends fail or 2% of people reply STOP; everyone else waits until someone resumes it. An optional approval comes before any of that, and every message stays within the limits of the number it leaves from.
What does WavesFlo show about each WhatsApp group?
For every group your connected numbers belong to, WavesFlo shows its busiest hours as a histogram of member activity in your timezone, its message mix across text, image and video, its top senders and when they were last active, a daily membership timeline rebuilt from joins and leaves, and delivery and read rates for that group rather than an average.
What results does a WavesFlo campaign report?
Every WavesFlo campaign closes with counts from delivery receipts: targets, sent, failed, delivered and read. Reach is counted as distinct people, deduplicated across groups; time to deliver and to read is given at the median and the 75th and 90th percentiles; and direct, group and channel sends are reported separately. Read rates are a floor: in one-to-one chats a recipient can turn read receipts off, and WhatsApp does not send a read receipt for every read.
See it on your own numbers.
A walkthrough on two of your own numbers, with your rollout questions answered.