Several calls at once
Each caller waits in a queue or rings a free agent, instead of hitting a busy line.
Can several agents answer one WhatsApp Business number?
Yes. A WhatsApp Business number connected to the WhatsApp Business Calling API takes several calls at once and rings every agent who is free. The WhatsApp Business app cannot do this: one phone takes one call, and the next caller hears busy.
Agents answer where they are
On their own WhatsApp or in the browser. No desk phone, no mobile app.
One-click transfer
Pass a call to a colleague. The caller stays on the line and the colleague sees who is calling.
Why can't the WhatsApp Business app do it?
The app rings one phone, and a phone takes one call at a time. Linked devices share chats, but a second caller still gets a busy line while the first call is on.
Sharing the phone, or passing it around, does not change that limit. To answer as a team, the number has to move from the app to the WhatsApp Business Platform.
How does one number reach several agents?
The number runs on Meta's WhatsApp Business Calling API, and Dialaunch decides where each call goes. Calls wait in a queue with hold music and ring the agents marked available, all at once or in turn. Whoever answers first takes the call.
Before the queue, an optional keypad menu (IVR) can send callers to sales, support or another team. Opening hours, holidays and a fallback decide what happens when nobody is free: voicemail, a message or a call back later.
- Ring all free agents at once, or one after another
- Queue with hold music and a fallback
- Keypad menu before the queue, optional
- One-click transfer between colleagues
- Live listening and takeover for supervisors
- Every call in a shared history
Where do agents answer?
Each agent answers on their own WhatsApp or in the browser, wherever they are. Calls to a regular phone number can join the same queues through a SIP trunk, as an add-on.
Does the AI have to answer first?
No. Queues, IVR, routing and supervision work without AI. If you want it, an AI agent can answer first, at night or for the calls you choose, and hand the call to your team when a customer asks for a person.
What does it take to set up?
About 15 minutes on your side: connect the number, add your team, choose how calls ring. Meta's approval of the number can take 1 to 3 days.
Once a number is connected, it no longer works in the WhatsApp Business app, and the app's chat history does not move over. If you want to keep the app, connect a different number.
What does it cost?
Several agents on one number start with the Team plan: €169 a month excl. VAT for 3 seats, queues, IVR, routing and live supervision. Extra seats are €19 a month. The 14-day trial includes 60 AI minutes, with no card.
What to know before you start
Can two people answer WhatsApp calls on the same number at the same time?
Yes, once the number runs on the WhatsApp Business Calling API. Each agent takes their own call, and other callers wait in the queue.
Do agents need the same phone?
No. Each agent answers on their own WhatsApp or in the browser. The business number is not installed on anyone's phone.
What happens when every agent is busy?
The caller waits in the queue with hold music, then follows your fallback: voicemail, a message or a call back later.
Can we keep using the WhatsApp Business app on that number?
No. A number connected to Dialaunch stops working in the app, and the app's chat history does not move over. You can connect a different number instead.
Which plan do we need?
Team, at €169 a month excl. VAT, with 3 seats. Add seats for €19 a month each. Starter (€69) has one seat and no queues.