Omnichannel messaging

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One customer, one record — where a number exists to match on

Anywhere a phone number is involved — WhatsApp, your own linked number, a CSV import, the public booking page, a contact typed in by hand — the same customer resolves to one record, guaranteed by a unique index in the database rather than by code that remembers to check. Messenger and Instagram are the honest exception: Meta identifies a sender by an opaque page-scoped id and supplies no phone number or email, so there is no shared key to match on and those conversations arrive as their own contact. We would rather say so than let you discover it from a duplicate.

• checkNumbers normalised to digits, so formatting can't fragment one person
• checkEnforced by the database, so a race can't create a duplicate either
• checkSee the channels page for exactly where this holds

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And your own number, when the rules get in the way

The official channels can only reply inside a policy window. Personal WhatsApp — your own number, linked by QR — has no window and is the one channel that can open a conversation first. It uses the unofficial protocol, so it comes with its own trade-offs, spelled out on its own page.

• checkCompare all five side by side on the channels page
• checkRead the trade-offs before linking a personal number
• checkChannels are peers: same inbox, same CRM, same assistant