Use WhatsApp Sender Number Selection in Conversations

When a WhatsApp conversation is open in Conversations, Kyrios determines which connected WhatsApp numbers are eligible for that message. Depending on the conversation, Kyrios may:

The available options depend on the connected WhatsApp numbers, the active conversation, and the messaging status between the contact and each WhatsApp number.

WhatsApp numbers must be connected and available in the account before they can be selected in Conversations. WhatsApp number configuration is completed from the Kyrios web app. To access the WhatsApp settings:

2. In Settings, select WhatsApp.

3. Confirm that the required WhatsApp connection is active and that the numbers you intend to use are configured.

If a WhatsApp number is not connected or available to the account, it will not be available for sender selection in Conversations.

Use the sender number picker when more than one eligible WhatsApp number is available for the conversation.

If the sender number is already selected and cannot be changed, continue using the number Kyrios has assigned to that conversation.

Eligible WhatsApp sender numbers can also be selected from Conversations on mobile. When the sender number selector opens:

WhatsApp number configuration is completed on the web app. Mobile users can select from eligible numbers that have already been configured.

Kyrios may automatically select a WhatsApp sender number when that number matches the active WhatsApp conversation. Automatic selection helps keep the reply associated with the correct business identity and conversation history. A pre-selected number does not necessarily mean another connected WhatsApp number is unavailable. The available sender options depend on the current conversation and WhatsApp messaging requirements.

Kyrios may lock the WhatsApp sender number when the active conversation needs to continue from a specific number. When the sender is locked, users should send from the selected number rather than attempting to switch the conversation to another connected WhatsApp number. This behavior helps maintain the correct sender and recipient context for the conversation.

A WhatsApp customer service window begins when a customer messages the business and remains open for 24 hours. During an open customer service window, an eligible WhatsApp number may be able to send a regular free-form reply. When the customer service window is closed, an approved WhatsApp template may be required before another outbound message can be sent. The customer service window can differ by WhatsApp number. If an account has multiple WhatsApp numbers, one number may have an open window with the contact while another number does not.

WhatsApp templates are approved message formats used when a regular free-form message cannot be sent. If Kyrios determines that the selected sender number requires a template, select an approved WhatsApp template before sending the message. A template must already be approved and available before it can be used for template-based outbound WhatsApp messaging.

Manual WhatsApp sender number selection in Conversations is separate from WhatsApp messages sent through Workflows. Selecting a From number manually in a conversation does not change the sender configuration of a Workflow WhatsApp action. WhatsApp actions inside Workflows use the sender settings configured for that workflow action.

A contact may have more than one phone number and may also communicate with more than one connected WhatsApp number. Kyrios can maintain conversation context based on the sender and recipient involved in the WhatsApp interaction.

When selecting a sender number, use the number associated with the conversation you intend to continue whenever Kyrios provides that context.

The sender number picker may not appear when only one WhatsApp number is available, no eligible WhatsApp number is available, or the active conversation is not using WhatsApp. Confirm the required number is connected under Settings > WhatsApp.

Kyrios may automatically select the sender number that matches the active WhatsApp conversation. Use the selected number unless Kyrios provides an option to choose another eligible number.

The sender number may be locked because the conversation is associated with a specific WhatsApp number. Continue the conversation using the locked number.

The 24-hour customer service window may be closed for the selected WhatsApp number and contact. Choose an approved WhatsApp template when Kyrios requires one.

A connected number may not be eligible for the current conversation. Verify that the number is active in Settings > WhatsApp. Availability in the sender selector also depends on the current conversation and WhatsApp messaging requirements.

The picker may not appear if only one WhatsApp number is available, no eligible WhatsApp number is available, or the active conversation is not a WhatsApp conversation. Confirm the required number is connected under Settings > WhatsApp.

No. Kyrios may pre-select or lock a sender number when the current conversation or WhatsApp messaging requirements require a specific number.

Kyrios may automatically select the WhatsApp number associated with the active conversation so the reply continues from the appropriate business number.

The sender number may be locked because the active conversation needs to continue from a specific WhatsApp number. When the number is locked, send the reply using that number.

Yes. Eligible sender numbers can be selected from Conversations on mobile. WhatsApp number configuration is completed from the web app.

No. Manual sender selection in Conversations is separate from WhatsApp Workflow actions. Workflow actions use their own configured sender settings.

Kyrios can maintain WhatsApp conversation context based on the phone numbers and WhatsApp numbers involved. Use the sender number associated with the conversation you intend to continue.

Yes. A WhatsApp template must be approved and available before it can be used for template-based outbound messaging.