One contact for every number a customer uses
A contact can now hold a primary number plus labelled alternates such as Office or Home, so a customer who writes from two phones stays one person, with one chat and one history.
Released 8 October 2026
A customer who reaches you from a personal mobile and an office line is now one contact, with one chat, one history and one profile. Add their other numbers, label each one, and WA.cr answers the number they wrote from.
What's new
- More than one number per contact. Open a contact and find the Phone numbers card on the Details tab. Add a number, label it "Office" or "Home", make it the primary, or remove it. Your plan allows 10 numbers per contact by default.
- Replies go where the customer wrote from. When a customer messages you from their office phone, a flow, the AI agent or an auto-reply answers the office phone. In the chat, a message from any number other than the primary carries a small tag naming that number.
- You choose which number to message or call. The channel menu above the message box gains a Send to section that lists every number on the contact. On WhatsApp each number shows its own 24-hour window, so you can see which one still takes a normal reply. On a phone line it picks the number to call.
- Merging keeps every number. When you merge two contacts, you pick the primary and every other number stays on as an alternate, with its label.
- Move a number to its own contact. If an alternate really belongs to someone else, such as a family member, move it out. Its messages and calls go with it, and Undo puts it back.
- Import and export. Spreadsheet imports gain Alternate phone and Alternate phone label columns. An export can include every alternate in one column that imports straight back in.
- Search finds any number. Searching contacts matches every number a contact holds, not just the primary.
Worth knowing
- Broadcasts reach the primary number only. The audience step tells you how many contacts have alternates that won't receive it. To reach one, make it the primary or move it to its own contact.
- A customer writing in counts once towards your active conversations, whichever number they use. Starting a conversation with an alternate that hasn't written to you counts as one more for that month.
- A number belongs to one contact. Adding a number another contact already holds is refused, with a link to that contact. It's usually the same person, so merge the two.
- Nothing changes until you add a number. Every contact you already have keeps its one number as the primary.
Read the full guide: Alternate phone numbers.