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Several reps share one business number, and every conversation has a clear owner.
A shared phone means double replies, missed leads and no clear owner. Routing decides which person owns each lead.
When a sales team shares one WhatsApp number on one phone, three things go wrong. Two reps reply to the same lead, or none does because each assumed the other would. Nobody can tell a manager who owns a deal. And when a rep leaves, their chats leave with their memory.
In WhatsApp CRM, routing decides which person owns each lead.
We set these up with your sales head during the build.
| Rule | Example | Good for |
|---|---|---|
| By product or service | Home loans to one desk, insurance to another | Teams with specialists |
| By location | Chennai leads to the Chennai branch, Coimbatore to Coimbatore | Multi-branch businesses |
| By language | Tamil-speaking leads to reps who speak Tamil | Regional customers |
| Round robin | Leads shared in turn among available reps | Teams selling one thing |
| Existing owner | A returning customer goes back to the rep who knows them | Repeat business |
Their own leads with answers, source and the full chat so far.
Their own leads, each with the qualification answers, the source and the full chat so far, so the first reply can pick up from what the customer already said.
Every owner and status, the leads awaiting a reply, and reassignment that keeps history.
Every lead with its owner and status, and the ones that have not had a reply. Reassigning a lead keeps its history.
The owner is written to the CRM, so pipeline reports match WhatsApp.
The owner is written to the CRM record too, so pipeline reports in Desk or your own CRM match what happened on WhatsApp.
We start with one or two rules that match how your team splits work, and add more only for real cases.
Routing rules can grow into a maze. We start with the one or two rules that match how your team already splits work, run them for a few weeks, and only add more when there is a real case. If your routing needs to call other systems, such as checking stock or a calendar, that is built as a workflow in n8n alongside the CRM.
No. Reps work the shared business number from their own logins, not by passing one phone around.
Reassign their leads. The chat history stays with the lead, not with the person.
If you have a night or weekend team, tell us the shifts during setup and we will look at it as a rule.
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