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For teams who live in WhatsApp rather than Telegram, staff can link their own numbers and work escalations from there. This runs on your existing WhatsApp connection. It does not need a second number.

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Linking

1

Mint a code

An owner or admin generates a link code in Settings, then Channels. The panel shows the code and your own WhatsApp number to send it to.
2

The staff member sends it

They message that code to your business number from the phone they want linked.
3

Linked

Their number is bound to their user and their role.
Linking runs inbound, which is what makes it work without needing an approved template. Nothing has to be sent to them first. A staff message on a linked number creates no customer record and no customer conversation. Sending STOP unlinks. It does not add the number to your do-not-call list.

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The session window

WhatsApp’s 24-hour rule applies to your staff exactly as it applies to your customers. Meta does not have a staff exemption. This means alerting behaves differently depending on when it happens:

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The shift opener

Because an open window makes everything cheaper and richer, the console gives you a one-tap start of shift link. A staff member taps it at the beginning of their day, the window opens, and the rest of their shift runs on free-form messages. The reply to a shift opener is deliberately one short line. Its job is to open the window, not to start a conversation.

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Working an alert

When the window is closed, the alert arrives as a template with a quick-reply button. Tapping the button pulls up the full alert, because the template body itself is fixed and approved by Meta and cannot carry the detail. Replying works the same way it does elsewhere: your text goes to the customer on their own channel.

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Commands

/start, /help, /status and /digest are recognised, plus acknowledging an alert by its reference. /help answers from canned copy in both languages, so it works even if nothing else is configured.

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Delivery confirmation

A read receipt from a linked staff number is the only real proof an escalation reached a human. Those receipts are tracked separately from customer receipts, so “did anyone actually see the alert” has an answer.

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Groups are not possible

The official WhatsApp Business API cannot post into group chats. This is a Meta platform limit and no integration works around it. Staff alerts on WhatsApp are one to one. If you want a shared team channel, use Telegram, Slack or Microsoft Teams as your escalation destination.

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Costs

Alerts sent inside the window are free-form and cost a conversation charge. Alerts sent outside it are template messages, which are billed by Meta at the utility rate. The platform records which mode each alert used, so the cost is attributable rather than a surprise. Keeping shifts opened is the single biggest lever on this cost.