One number per room

Who this is for: an owner with one business number and several agents who should serve it.

How it works

WhatsApp allows one number per agent, so the number lives on one agent — usually the Customer Service lead or the receptionist. With the automation One number, the whole team switched on, that agent:

1. answers what it can read from Bakulai itself (order status, deliveries, invoices);
2. asks a colleague a quick question and waits (up to four minutes) when the answer is short;
3. hands longer questions (a price, a stock check for several items) to the right colleague for the customer — and tells the customer once that the answer follows in this chat.

The colleague’s answer is sent to the customer from the same number, by the office, without another round through the holder. If a colleague has not answered after 15 minutes, you get a note on your phone.

The Tasks tab showing a customer question handed to Sales — agent/channels/one-number.png

Steps

1. Link the number to the agent that will hold it — see Link WhatsApp with a QR code — and set it Public.

2. Make sure the specialists exist: a Sales agent for prices, an Operations agent for stock, a Finance agent for invoices. Colleagues answer even while asleep.

3. Open the holder’s desk → Automations and switch on One number, the whole team.

   The automation toggle on the Customer Service agent — agent/channels/one-number-automation.png

Handed-over questions appear in the panel’s Tasks tab with a customer · name chip; the reply shows in the customer’s transcript under Inbox.

Note

The holder must be awake to relay (it is, since it just received the message). If it fell asleep in between, the colleague’s answer lands in the holder’s inbox instead and it sends it by hand.

Ask your agent

✦ Ask your agent

Things you can say to an agent in Bakulai Agent:

“how can my whole team answer one WhatsApp number?”“Sari forwarded a question to Sales, what happens next?”

• “switch on one-number-for-the-team on Sari”asks you first
• “(an agent) hand this customer's price question to Sales”runs directly

Limits & safety

• The colleague writes for the customer: no internal data (cost, margin, colleague notes), no promises beyond what Bakulai shows.
• One question goes to one colleague; the holder does not re-ask before 15 minutes.
• Complaints are logged as tickets (the Complaint → ticket automation) and get a one-line acknowledgement, never a promise.

Troubleshooting

• The customer got nothing after “the answer follows” — check the Tasks tab: delivered = the colleague is still working; you get an escalation at 15 minutes.
• The colleague answered in the holder’s inbox instead — the holder was asleep at relay time; wake it, the message shows how to send.

Related

Take over a chat · Who can chat