> ## Documentation Index
> Fetch the complete documentation index at: https://docs.blubash.io/llms.txt
> Use this file to discover all available pages before exploring further.

# One WhatsApp number or several?

> Compare a single number with internal routing against one number per area. See the impact on history, transfers, security, and AI.

For most businesses, we recommend a **single, official, verified number**, with the separation between areas handled inside BluBash by the AI agent, teams, and Pipelines. Several numbers only pay off when the same customer needs to talk about different subjects, with different people, at the same time.

<Info>
  This decision applies to WhatsApp. Instagram and Webchat are complementary entry points: their conversations land in the same inbox and follow the same AI agent, team, and transfer logic.
</Info>

## Why one number cannot see the other

Each WhatsApp number is a channel with its own conversations. If a customer talked to sales on number A and later contacts after-sales on number B, whoever answers on B cannot see the conversation on A. The deal, however, belongs to the contact: whoever receives the deal sees the stage history and the notes, even when serving from another number.

## Comparison

| Criterion | Single number | One number per area |
| - | - | - |
| Conversation history | A single one, visible to whoever receives the conversation | Split by number |
| Handoff between areas | Conversation transfer with an internal note | Manual context handoff |
| Parallel subjects with the same customer | One subject at a time, with a sequence between team members | Possible, one subject per number |
| Customer experience | One entry point | The customer needs to know which number to use |
| Protection against scams | A single verified number to promote | More numbers for the customer to validate |
| Automation and AI | An AI agent triages and transfers to the right team based on the conversation | Routing depends on the number the customer picks |
| Cost and management | One channel to connect and monitor | One channel per number, each with its own connection |

## How it works with a single number

<Steps>
  <Step title="The AI agent triages">
    Link an AI agent to the channel. It understands the subject, handles routine questions, and uses the **Transfer to Team** skill to route each case to the right area, with a summary note.

    [Hybrid service →](/ai-agents/hybrid-service)
  </Step>

  <Step title="One team per area">
    Create a team for each area (for example, Sales, Finance, Legal). Choose one of them as the channel's **Default Team** and link the same channel to the others through each team's **Channels** tab.

    [Create and configure teams →](/account-settings/create-configure-teams)
  </Step>

  <Step title="Transfer with context">
    When the subject moves to another area, leave an internal note and transfer the conversation to the right team. The customer stays on the same number.

    [Transfer a conversation →](/conversations/transfer-attendance)
  </Step>

  <Step title="Derive the deal">
    If the process also moves to another area, mark the deal as won and let derivation create the copy in the next area's Pipeline.

    [Deal derivation between Pipelines →](/pipelines/derive-deals)
  </Step>
</Steps>

<Warning>
  With a single number, two people should not reply to the same customer about different subjects at the same time. Agree on the order: finish one subject, close the conversation, and only then the next area takes over.
</Warning>

## When more than one number makes sense

* The same customer often has two or more processes running at the same time, with different areas replying in parallel.
* An area needs its own number for legal or security reasons.
* Operations under different brands that the customer should not associate with each other.

Even in these cases, keep the contact's deals organized by Pipeline: the deal is what connects the work of each area.

<Tip>
  Each number can only belong to one channel. If you decide to change strategy, plan the migration before deleting channels, because deletion is permanent.
</Tip>

## Next steps

* [BluBash channels: types and how to create one →](/channels/create-channel)
* [Configure WhatsApp Business API →](/channels/configure-whatsapp-official)
* [Pipelines overview →](/pipelines/overview)


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