How do I add a number for a WhatsApp customer who came without one in SyBox?

Updated

Some WhatsApp customers reach you with a WhatsApp username only, so their conversation has no phone number. If you can see customer numbers, the panel then shows an empty number field under the name.

How to add a number for a WhatsApp customer who came without one

  1. Type the customer's number in the field. It is read in the conversation's country first, so a local number works too.
  2. Click "Save".

The number is shown on the conversation for your team, but the customer is still identified by WhatsApp, not by this number. If the number already belongs to another conversation, you see "This number already belongs to another conversation: (name)" and it is not saved. When WhatsApp later sends the customer's real number, it replaces the one typed. Only the main admin can correct or clear a typed number.

Questions

What is the difference between Notes and Note for the AI?

Notes are private to your team and are never sent to the AI. Note for the AI is read by your AI agent every time it answers this customer.

Auto-translate says "No language set for this contact".

Outgoing translation needs the customer's language. Set "Preferred language" in the contact's profile.

More about The contact panel.