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What are Multiple Instances?​

Multiple instances let you connect and manage several numbers simultaneously within a single CRM location - whether those numbers are WhatsApp accounts, iMessage accounts, or SMS numbers. Each instance operates independently with its own phone number, connection status, and message queue. Regardless of the channel, the integration uses the same priority-based number selection logic to decide which number to send each outbound message from. See Number Selection for the shared algorithm and the per-channel tag and override syntax.

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Key Benefits​

  • Department Separation: Use separate numbers for sales, support, billing, and different business functions
  • Regional Operations: Assign local numbers for different geographic areas or time zones
  • User-Specific Numbers: Assign dedicated numbers to specific team members
  • Campaign Segmentation: Use different numbers for various marketing campaigns or customer segments
  • Load Distribution: Spread message volume across multiple accounts for better deliverability and compliance
  • Redundancy: Ensure business continuity if one account faces issues

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How Number Selection Works​

The integration uses an intelligent priority-based algorithm to automatically select the best instance for each message, ensuring optimal delivery and proper business routing. This logic is identical across WhatsApp, iMessage, and SMS - only the tag and override syntax differs per channel.
When you send a message through the integration, the system follows a strict priority hierarchy:
1
Manual Override - Force a specific instance with a per-channel pattern (e.g. { WA#N }, {IM#N})
2
Contact Tags - Use tagged numbers (e.g. wa:, im:, sms:)
3
User Assignment - Route to the assigned team member’s instance
4
Default Instance - Fall back to the location’s default number
5
Any Available - Use any connected instance as a last resort
For the full breakdown - including the temporary-switch pattern, the exact syntax for each channel (WhatsApp, iMessage, and SMS), advanced configuration examples, and best practices - see Number Selection, the exact syntax for each channel (WhatsApp, iMessage, and SMS), advanced configuration examples, and best practices - see Number Selection.

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Who Should Use Multiple Instances?​

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For Agencies​

  • Client Separation: Manage different numbers for different clients
  • Brand Management: Maintain separate brand identities with dedicated numbers
  • Team Distribution: Assign team members to specific client accounts
  • Scalability: Handle multiple sub-locations with appropriate number assignments

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For Businesses​

  • Department Organization: Sales team uses one number, support uses another
  • Regional Coverage: Local numbers for different markets or locations
  • Customer Segmentation: VIP customers get a dedicated support line
  • Compliance Management: Separate numbers for different types of communications

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For Sales Teams​

  • Personal Branding: Each salesperson has their own number
  • Lead Management: Different numbers for different lead sources
  • Follow-up Organization: Specific numbers for different stages of the sales funnel

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Key Features​

The system provides detailed error codes (101-106) to help you quickly diagnose and resolve any messaging issues.
  • Real-Time Monitoring: Live connection status for all instances
  • Flexible Configuration: Set default instances, user assignments, and contact preferences
  • Automatic Failover: Smart fallback when instances are disconnected
  • Tag-Based Routing: Route messages based on contact tags or user assignments
  • Error Diagnostics: Comprehensive error codes with step-by-step resolution guides

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Getting Started​

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Setup Guide

Follow our complete setup guide to connect multiple accounts to your CRM location. Setup Now →

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Common Use Cases​

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Scenario 1: E-commerce Business​

 Order Confirmations: +1-555-ORDERS Customer Support: +1-555-SUPPORT (Default) Billing Inquiries: +1-555-BILLING Marketing Campaigns: +1-555-PROMO

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Scenario 2: Real Estate Agency​

 John Smith (Agent): +1-555-JOHN-RE Sarah Wilson (Agent): +1-555-SARAH-RE Main Office Line: +1-555-MAIN-RE (Default) Lead Qualification: +1-555-LEADS-RE

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Scenario 3: Digital Marketing Agency​

 Client A (Brand X): +1-555-BRANDX Client B (Brand Y): +1-555-BRANDY Agency Main Line: +1-555-AGENCY (Default) Reporting & Analytics: +1-555-REPORTS

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Best Practices​

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Setup Recommendations​

1

Always Set a Default

Ensure one instance is marked as default for fallback scenarios
2

Monitor Connection Status

Set up alerts for disconnected instances
3

Document Your Strategy

Keep a record of which numbers are used for what purposes
4

Test Regularly

Verify that number selection works as expected

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Plans & Pricing​

WhatsApp instances scale cost-effectively per sub-account.
  • Included: 5 WhatsApp numbers are included in every sub-account plan.
  • Add-ons: Each additional WhatsApp number is $9/month per sub-account.
Pricing applies per sub-account. Add-on charges are calculated only for active additional numbers beyond the included five. For example, a sub-account using 8 numbers pays for 3 add-ons: $27/month.

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What’s Next?​

Start with understanding the selection logic, then explore error handling, and finally implement advanced configurations for your specific use case.
Once you understand the basics of multiple instances, dive deeper into:

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Need Help?​

Our team can help you design the optimal multi-instance strategy for your specific business needs and troubleshoot any configuration issues.
If you need assistance setting up multiple instances or have questions about number selection, our support team is here to help. Contact us through the WhatsApp button below.