Understanding User Phone Numbers

A WhatsApp Business Account (WABA) is your organization’s official account with Meta for using the WhatsApp Business Platform. Each WABA is registered to a manager with a unique Company Enterprise Number (CEN), which is used to send and receive messages with customers.

All users managed under a single manager communicate with customers using the manager’s CEN.

Important

• Users register for the Capture Mobile app using their personal phone number.

• Users communicate with customers through the organization’s CEN within the Capture Mobile app.

• When communications are archived, the user’s email address is captured in the archive.

Customer Experience

On the customer’s device, WhatsApp Business communications appear as follows:

• Customers communicate with the organization, and the organization name and CEN are displayed in the contact information.

• Within a conversation thread, the name of the user communicating with the customer is displayed.