---
app: agent
audience:
  - owner
since: 0.1.8
ui_only: false
agent_actions:
  - tool: app_automation_set
    permission: confirm
    example: switch on one-number-for-the-team on Sari
  - tool: office_send
    permission: auto
    example: (an agent) hand this customer's price question to Sales
agent_examples:
  - how can my whole team answer one WhatsApp number?
  - Sari forwarded a question to Sales, what happens next?
llm_weight: normal
title: One number per room
description: Let a whole Customer Service room answer one WhatsApp number — the
  holder forwards, the colleague's answer goes back to the customer.
editUrl: true
head: []
template: doc
sidebar:
  order: 4
  hidden: false
  attrs: {}
pagefind: true
draft: false
---

import { Steps, Aside } from "@astrojs/starlight/components";
import { AgentAsk, Shot } from "@components";

**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.

<Shot src="agent/channels/one-number.png" alt="The Tasks tab showing a customer question handed to Sales" />

## Steps

<Steps>

1. Link the number to the agent that will hold it — see [Link WhatsApp with a QR code](/agent/channels/whatsapp-qr/) — 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. Click the holder, press **Settings** in the panel header → **Automations**, and switch on **One number, the whole team**. <Shot src="agent/channels/one-number-automation.png" alt="The automation toggle on the Customer Service agent" />

</Steps>

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**.

<Aside type="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.
</Aside>

## Ask your agent

<AgentAsk />

## 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](/agent/inbox-tasks/take-over-a-chat/) · [Who can chat](/agent/channels/who-can-chat/)