# How to select WhatsApp sender numbers in Conversations > Learn how to choose the right sender number for your WhatsApp messages in Futuria CRM to keep conversations accurate and professional. Author: Futuria Support Team · Published: June 25, 2026 · Reading time: 6 min read Source: https://futuriamarketing.com/en/supporto/selezionare-numero-mittente-whatsapp-conversazioni/ --- ## What is WhatsApp sender number selection? WhatsApp sender number selection lets users choose which connected WhatsApp number to use when sending a message from Conversations. It is a useful feature when an account has several WhatsApp numbers for different teams, departments, brands or business use cases. Futuria CRM helps reduce mistakes by selecting the appropriate "From" number where possible and applying the necessary WhatsApp messaging restrictions. With this feature, users can manage WhatsApp conversations with greater confidence, without having to switch tools or guess which number to use. When a contact has interacted with more than one WhatsApp number, Futuria CRM helps preserve the right conversation context, so that replies are sent from the correct business identity. ## Key benefits of WhatsApp sender number selection Choosing the correct WhatsApp sender number helps teams keep customer conversations **clear, accurate and compliant**. When several WhatsApp numbers are connected, this feature reduces confusion by making the sender number visible and easier to check directly from the message editor. - **Greater accuracy:** send replies from the correct WhatsApp number, tied to the customer's conversation. - **Better customer experience:** keep conversations consistent, so contacts recognise the number getting in touch with them. - **Less confusion for the team:** avoid accidental replies from the number of the wrong department, brand or branch. - **Compliance support:** follow the rules of the WhatsApp customer service window with automatic guidance for free-form messages and templates. - **Web and mobile flexibility:** select eligible sender numbers from Conversations on both web and mobile. - **Future-proof messaging:** supports clearer management of WhatsApp templates and call-related conversation events as WhatsApp features expand. ## How the WhatsApp sender number behaves in Conversations Futuria CRM helps protect conversation accuracy by showing the available WhatsApp sender numbers and applying intelligent behaviour when a specific number has to be used. This stops users from accidentally changing the sender number in situations where doing so could break the conversation context or require a different message type. Depending on the conversation, Futuria CRM can: - Pre-select the WhatsApp "From" number that matches the active conversation. - Let the user choose between several eligible connected WhatsApp numbers. - Lock the "From" number when the active WhatsApp conversation has to continue from a specific number. - Require an approved WhatsApp template when the selected number is outside the 24-hour customer service window. This means users can choose the sender number where possible, but **Futuria CRM may restrict or guide the selection** when WhatsApp rules or the conversation history require it. ## Requirements for setting up WhatsApp numbers The sender number selector only appears when WhatsApp numbers are already connected and available in the account. WhatsApp setup and configuration are handled in the web application, where users can add phone numbers, manage the account status and configure message templates from the WhatsApp settings. For setup instructions, see How to set up WhatsApp for an account in Futuria CRM and WhatsApp settings. ## The WhatsApp 24-hour customer service window WhatsApp allows free-form replies to be sent during an open customer service window. This window opens when a customer sends a message to the business and lasts 24 hours. If the window is closed, businesses generally have to use an approved WhatsApp template to send a message. Sender number selection works in line with these messaging rules. If the selected WhatsApp number has an open service window with the contact, users can send a normal reply. If the window for that number is closed, Futuria CRM may require the user to send an approved template. This matters in particular when switching between WhatsApp numbers. **One number may have an active service window with the contact while another does not.** ## WhatsApp templates and sender number selection WhatsApp templates are approved message formats used to start or reopen conversations outside the 24-hour customer service window. Futuria CRM supports template previews, category and language information, and template management in Conversations and other WhatsApp sending areas. When a selected sender number requires a template, users have to choose an approved template before sending. This helps keep outgoing WhatsApp messages compliant and makes sure the contact receives a valid message. For more detail, see WhatsApp: sending message templates (snippets). ## How to set up WhatsApp sender number selection Correct configuration makes sure the right WhatsApp numbers appear in Conversations and helps users avoid sending messages from the wrong number. Complete your WhatsApp number setup in the web application before expecting the sender number options to appear in the conversation editor on web or mobile. 1. From the Futuria CRM app or web, go to Settings. Open WhatsApp. ![Navigating to the WhatsApp settings in the Futuria CRM menu.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/8e009987-5c1c-4e10-b79a-832606bf4adb.png) ![The WhatsApp settings screen in Futuria CRM.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/f1933b14-7d3c-4617-a4b2-bf8265bebe99.png) 2. Confirm that the WhatsApp account is connected and active. 3. Open the Numbers section to check the connected WhatsApp numbers. 4. Add or configure the WhatsApp numbers you need. 5. Confirm that each number is connected and available. 6. Open Conversations. 7. Select a conversation with a WhatsApp contact. 8. Find the WhatsApp sender number selector in the message editor. 9. Select the WhatsApp "From" number you want, where available. ![The WhatsApp sender number selector in the Futuria CRM conversation editor.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/cf51cabf-5b8e-4322-b250-ab352a91c2cc.png) 10. Write the message or choose an approved template if needed. 11. Send the message. ## Frequently asked questions ##### Why can I not see the WhatsApp sender number selector? The selector may not appear if only one WhatsApp number is connected, if no eligible numbers are available or if the conversation is not a WhatsApp conversation. Check that the number is connected in the WhatsApp settings. ##### Can I choose any connected WhatsApp number for every message? Not always. Futuria CRM may pre-select or lock a sender number when that is needed to preserve the active conversation context or to follow WhatsApp messaging rules. ##### Why is the WhatsApp "From" number already selected? Futuria CRM may automatically select the number that best matches the active WhatsApp conversation. This helps prevent replies being sent from the wrong business number. ##### Why can I not change the sender number? The sender number may be locked because the current conversation is tied to a specific WhatsApp number. This helps preserve conversation continuity and avoid confusing the customer. ##### Can I use the WhatsApp sender number selector on mobile? Yes. The sender number selector is available in Conversations on mobile for eligible WhatsApp conversations. Setting up WhatsApp numbers, however, is only available on web. ##### Does this affect WhatsApp messages sent from Workflows? No. Manual sender number selection in Conversations is separate from WhatsApp actions in Workflows. WhatsApp actions in Workflows have their own settings for selecting the "From" number. ##### What happens if a contact has more than one phone number? Futuria CRM can maintain separate WhatsApp conversation states based on the contact's phone numbers and the WhatsApp numbers used. This helps keep each conversation aligned with the correct sender and recipient combination. ##### Do templates have to be approved before I can use them? Yes. WhatsApp templates must be approved and available before they can be used for template-based outgoing messages.