When to use multiple channels
One brand, several countries
A number for each country, with templates in the local language and a local display name.
Several brands
Each brand keeps its own number, display name and opt-out list.
Marketing and support
Separate numbers keep conversations, results and opt-outs apart.
Add another number
1
Open WhatsApp settings
Go to Settings → WhatsApp (Meta).
2
Start Meta's sign-up
On the Connection tab, select Add WhatsApp number. Meta’s Embedded Signup window opens.
3
Choose the account and number
In Meta’s window, choose or create the account for the number, then add and verify the phone number. Each time you complete the window, Flowella connects one number.
4
Label the number
The number appears under Connected WhatsApp numbers. Type a Label, such as “Marketing”, and select Save label. The label is how the number appears in the account menu. Only Owners and Admins can change labels.
5
Set up the profile and templates
Set the number’s display name and profile in Meta. See Display name and profile. Templates belong to a WhatsApp Business Account and aren’t shared between accounts. If the new number is in the same account as one of your other numbers, it can send that account’s approved templates. Otherwise, create the templates it needs and submit them for approval. See Templates.
Meta caps how many registered numbers a business portfolio can have. A new portfolio can have 2. The cap rises to 20 once your business is verified or reaches a messaging limit of 2,000. See Multiple numbers.
A WhatsApp Business Account can belong to only one Flowella organisation. If the account is linked elsewhere, Flowella says it’s “already linked to another Flowella organization”. Disconnect it there, choose a different account in Meta, or contact Flowella support.
Switching channels
- Select the account menu at the top right of the app. It shows your picture and your organisation’s name.
- Under Meta channels, select the number you want. Each entry shows the number’s label, or its verified business name, with the phone number. A tick marks the number you’re using.
- Flowella opens the same page for that number. On organisation-wide pages, such as Settings, you stay on the page you’re on.
URL shape
When a page shows one channel, its URL follows this pattern:{org}: your organisation’s six-digit ID.{waba}: the WhatsApp Business Account ID.{phone}: the phone number ID of the number.
/{org}/… pattern.
What each channel shares
Flowella submits your smart reply templates only to the WhatsApp Business Account of your default number. A number in a different account doesn’t have them, so Smart replies can’t send from it after the 24-hour window closes. For how Meta groups numbers and templates, see Messaging accounts and WhatsApp accounts.
An opt-out applies to the number the contact opted out from. The same contact can still receive messages from your other numbers. If they should stop hearing from you on every number, add the opt-out on each one with Add opt-out on the Opt-outs page.
Integration status bar
The top of the app shows two chips, WhatsApp and HubSpot, each marked Connected or Not connected. Select a chip to open Settings → WhatsApp (Meta) or Settings → HubSpot. The WhatsApp chip shows Connected when at least one number is connected, so it doesn’t tell you about each number. The chips appear on wider screens only.Related
WhatsApp (Meta) settings
Add, label and remove numbers, and choose the default number.
Phone numbers
Add, verify and migrate the numbers behind each channel.
WhatsApp Business Account
The account that holds your numbers and templates.
Architecture
How HubSpot, Flowella and Meta fit together.
Opt-outs
Record and manage opt-outs for each number.
Opt-out not honoured
Opt-outs apply to each number, the most common multi-channel pitfall.