Numbers, owners and routing

Label numbers, assign owners and control which number replies.

Updated October 2026

Labels and owners

In the Numbers tab, give each number a label (for example Sales) and an owner, or leave it shared with the whole team. Mark one number as the default.

Which number sends a reply

1. The number owned by the GHL user who is replying.
2. The number this contact last talked to.
3. The sub-account's default number.

Workflows can name a number by label or phone, and the Set contact's WhatsApp number action pins a contact to one number.

Contacts with a WhatsApp username

WhatsApp is adding optional usernames, so some people can message you without sharing their phone number. ReachChat still receives their messages, creates the contact in GHL (tagged wa-username) and sends your replies to them. One-time code templates need a phone number, so they cannot go to these contacts.

Chat links, QR codes and a website button

In Numbers, click Share next to a number. Set the first message and a source (for example flyer), then copy the chat link, download the QR code, or copy the website button code. Contacts who start a chat from it are tagged wa-ref-flyer in GHL.

Assign new chats to your team

Under Numbers > New chat assignment, choose per number: Do not assign, Number owner, or Rotate between team members (round robin between the people you pick). The first time a contact writes, ReachChat assigns the contact in GHL. Existing assignments are never changed.