After connecting your WhatsApp Business number to Customerly, you can customize several settings to better manage conversations, KPIs, and customer experience. This article explains each available option.
Where to find Whatsapp settings
Once your WhatsApp Business number is connected, navigate to: Project Settings > Installation > Connections > WhatsApp.
From here, you’ll see customization options for your connected phone numbers.
Available customization options
1. Messenger handoff
With the handoff option, you can let customers seamlessly continue a conversation from Messenger to WhatsApp.
When enabled, users will see a button in Messenger allowing them to switch the conversation to WhatsApp.
Note: this works one-way only (Messenger ➝ WhatsApp). It is not possible to move a conversation back from WhatsApp to Messenger.
2. Conversation reset
You can define after how many days a new WhatsApp message from the same user should create a new conversation in Customerly.
Example: If set to 5 days, any new WhatsApp message received after 5 days from the same user will create a fresh ticket.
Benefit: This prevents long conversation threads from skewing your KPIs and CSAT scores.
3. Add multiple whatsapp numbers
If your business uses more than one number (for different teams, brands, or regions), you can add and manage multiple WhatsApp numbers under the same project.
4. Manage phone numbers in Whatsapp manager
At any time, you can open WhatsApp Manager to:
Edit your phone number details
Configure business information
Update or review account settings
5. Delete to disconnect a number
You can remove a phone number from Customerly at any time.
⚠️ Important:
If you plan to reuse the same number inside Customerly (e.g., in a new project), you do not need to disable 2FA.
If you plan to connect the number to another tool or to move from another tool (e.g., Intercom, Zendesk, or another provider), you must disable two-factor authentication (2FA) first. To do this:
Go to WhatsApp Manager
Click on the phone number
Select Two-step verification
Click Disable two step
Best practices
Enable handoff if you want to give customers flexibility between Messenger and WhatsApp.
Use conversation reset to keep reporting clean and aligned with your support KPIs.
Always manage 2FA correctly when migrating numbers across different platforms or projects.