Builderall’s WhatsApp Launch Manager is a tool within the WhatsApp Central designed to organize group communication campaigns and centralize one-on-one customer service handled by teams.
With it, you can:
- Connect multiple WhatsApp numbers.
- Create campaigns for WhatsApp groups.
- Import groups already linked to a connected number.
- Schedule message sequences.
- Track groups, members, administrators, and messages.
- Create customer service departments.
- Add agents and managers.
- Allow your team to use the company’s WhatsApp account without connecting the main number directly to each agent’s device.
Important: WhatsApp Launch Manager campaigns are designed for group communication. For one-on-one conversations, use the Customer Service area.
What is WhatsApp Launch Manager used for?
The tool has two main functions:
Group campaigns
This feature allows you to organize WhatsApp groups into campaigns and schedule content to be sent on specific dates and at specific times.
It can be used for:
- Product launches.
- Event groups.
- Communities.
- Student groups.
- Challenges.
- Promotional campaigns.
- Customer follow-up.
- Communication with teams or partners.
One-on-one customer service
This feature allows you to turn a business number into a shared customer service center.
You can create departments, register agents, and allow different team members to assist customers from their computers without sharing the main device or granting direct access to the company’s primary WhatsApp account.
How to access the tool
- Log in to your Builderall account.
- Open the Tools menu.
- Go to WhatsApp Central.
- Locate WhatsApp Launch Manager.
- Click Access Tool.
Once inside, you will find three main areas in the sidebar:
- Campaigns
- Customer Service
- My Numbers
1. My Numbers
The My Numbers area is where you connect the WhatsApp numbers that will be used in campaigns and customer service operations.
We recommend starting here because you cannot create a campaign or complete certain customer service settings without at least one connected number.
How to connect a number
- Click My Numbers in the sidebar.
- Select the option to add or connect a number.
- Follow the instructions displayed by the tool.
- Complete the requested verification.
- Wait until the number appears as connected.
Keep the main phone connected to the internet during setup and regularly check the connection status inside the tool.
How many numbers can be connected?
WhatsApp Launch Manager does not set a limit on the number of connections within the tool itself.
You can connect multiple numbers and use each one for a different campaign or customer service structure.
For example:
- One number for sales.
- One number for support.
- One number for a specific launch.
- One number for each location or branch.
- One number for each project or brand.
2. Campaigns
The Campaigns area is the main WhatsApp Launch Manager dashboard.
Here, you can:
- View created campaigns.
- Identify active and archived campaigns.
- Create new campaigns.
- Choose the number used for each campaign.
- Import groups.
- Schedule messages.
- Track information about groups and their members.
How to create a campaign
Before you begin, make sure the WhatsApp number you want to use is already connected.
Then:
- Go to Campaigns.
- Click the option to create a new campaign.
- Select the WhatsApp number you want to use.
- Enter a name for the campaign.
- Save the settings.
- Add or import the groups.
- Configure the message sequence.
- Review the dates, times, and content.
- Activate the campaign when everything is ready.
Use names that are easy to identify, such as:
- Product X Launch – August
- Student Community
- In-Person Event – New York
- 7-Day Challenge
Importing groups
After selecting a connected number, you can import the active groups available on that number into the campaign.
This means you do not need to manually recreate all your groups inside the tool.
Before importing, make sure:
- The connected number is a member of the groups.
- The correct groups are active.
- The group names are properly organized.
- The number has the necessary permissions to send messages.
- Participants expect to receive that type of communication.
What can be tracked in a campaign?
Depending on the settings and available information, the dashboard may display:
- Number of leads or members.
- Number of groups.
- Administrators.
- Sent messages.
- Scheduled messages.
- Daily member growth.
- Scheduled message sequence.
- Numbers available within the campaign.
This information helps you monitor group growth and keep your content organized.
How to schedule a message sequence
Inside the campaign, organize the messages in the order in which they should be sent.
For each message:
- Select or create the content.
- Set the date.
- Set the time.
- Confirm the related group or set of groups.
- Save the schedule.
- Review the entire sequence before activating it.
Before scheduling the full campaign, run a test in an internal group. This helps you check formatting, links, files, and delivery times.
3. Customer Service
The Customer Service area allows multiple agents to use a business number connected to WhatsApp Launch Manager.
The primary number remains connected to the tool, while each agent receives their own access.
This means the company does not need to give agents the main phone or connect its WhatsApp account directly to each agent’s personal computer.
What can be configured?
In the Customer Service area, you can:
- Activate or deactivate customer service.
- Configure welcome messages.
- Choose how conversations are assigned.
- Create departments.
- Add agents.
- Define agents as collaborators or managers.
- Track open and completed conversations.
- See which agents are online.
- View registered contacts.
General customer service settings
Open the Customer Service settings to define how new contacts will be received.
Active or inactive customer service
You can define whether your customer service center is currently available.
When customer service is active, the tool can send the message configured for business hours.
When it is inactive, it can send an unavailable or out-of-office message.
Example of an available message:
Hello! Welcome to our customer service center. Please select the department you would like to contact so we can direct your conversation.
Example of an unavailable message:
Hello! Our customer service team is currently unavailable. We received your message and will get back to you as soon as possible.
Customer service mode
The tool may provide two main routing options:
Automatic customer service
The available departments are displayed so customers can select the team they want to contact.
Default department
All new conversations are sent directly to a previously selected department.
A default department is useful when you have a single entry team or when all contacts must first go through an initial screening process.
Customer service dashboard
On the main Customer Service page, you can track information such as:
- Open conversations.
- Completed conversations.
- Online agents.
- Number of contacts.
- Contacts distributed by department.
If the numbers are not updated immediately, refresh the browser page.
How to create departments
Departments help distribute conversations according to the topic or responsibilities of each team.
Examples include:
- Sales
- Support
- Billing
- Onboarding
- Customer Success
- Partnerships
Step-by-step instructions
- Open the Customer Service area.
- Locate the Departments section.
- Click Add Department.
- Enter the department name.
- Set the status to active or inactive.
- Save the department.
You can edit, search for, or delete previously created departments.
Before deleting a department, check whether any agents or conversations are still associated with it.
How to add agents
Agents are the people authorized to access the customer service center and respond to customers.
Step-by-step instructions
- Open the Agents section.
- Click Add Agent.
- Enter the agent’s name.
- Enter the agent’s personal phone number.
- Select the permission level:
- Collaborator
- Manager
- Select the agent’s department.
- Set the status to active.
- Save the agent.
- Copy and send the generated access link or code to the agent.
Why is the agent’s personal phone number required?
The phone number entered during registration is used only to authenticate the agent’s identity.
The agent will receive a verification code on that number to confirm their access.
The personal number will not be used to communicate with customers. Messages will continue to be sent through the business number connected to WhatsApp Launch Manager.
Collaborator or manager: which one should you choose?
The Collaborator permission is recommended for team members who handle conversations related to their assigned permissions and departments.
A Manager can receive broader permissions to monitor and manage the operation.
Only grant manager access to people who actually need to administer the customer service center.
How agents access customer conversations
After the agent has been registered:
- The administrator copies the agent’s access link.
- The agent opens the link on a computer.
- The agent enters or confirms the requested information.
- The agent receives an authentication code on the registered personal phone.
- The agent enters the code on the screen.
- The agent accesses the Customer Service area associated with their profile.
Each agent should use their own access. Avoid sharing the same link, code, or profile among multiple people.
Active status and online status are different
The active or inactive status indicates whether the agent is authorized to access the platform.
The online or offline status shows whether the agent currently has the Customer Service area open.
Therefore, an agent can be active but appear offline because they are not currently connected to the customer service center.
Customer service screen features
Depending on the permissions and account configuration, agents may have access to features such as:
- Contact list.
- Conversation history.
- Starting new conversations with registered contacts.
- Quick replies.
- Scheduling individual messages.
- Transferring conversations.
- Sending attachments and media.
- Displaying the agent’s identity in messages.
- Viewing completed conversations.
- Closing conversations.
- Viewing available departments.
Quick replies
Quick replies help your team maintain consistency and respond more efficiently.
You can prepare replies for common situations, such as:
- Initial greeting.
- Requesting customer information.
- Business hours.
- Payment information.
- Directing the customer to support.
- Confirming that an issue was resolved.
- Closing a conversation.
Even when using saved replies, personalize the message whenever necessary so the conversation does not feel mechanical.
Transferring a conversation
When a customer needs assistance from another team or a specific agent, the conversation can be transferred to another available agent or department.
Before transferring the conversation, let the customer know what is happening.
Example:
I’ll transfer your conversation to our billing team so they can review this information with you.
Closing a conversation
When a conversation is complete:
- Confirm that the customer’s request has been resolved.
- Send a closing message.
- Click Close.
- The conversation will be saved among the completed conversations.
Group campaign or one-on-one customer service?
| Need | Recommended feature |
|---|---|
| Schedule messages for groups | Campaigns |
| Organize groups for a launch | Campaigns |
| Track members and groups | Campaigns |
| Allow a team to respond to customers | Customer Service |
| Create departments | Customer Service |
| Transfer a conversation between agents | Customer Service |
| Schedule a message for a specific contact | Customer Service |
| Create automations triggered by words or phrases | WhatsApp Automation |
WhatsApp Launch Manager should not be confused with WhatsApp Automation. WhatsApp Automation is recommended for creating individual automated flows triggered by specific words or phrases.
Best practices for campaigns
Start with a test group
Create an internal group containing only members of your team. Use it to validate:
- Text.
- Links.
- Images and videos.
- Message order.
- Dates and times.
- Formatting.
- Mobile experience.
Organize groups before importing them
Use a consistent naming format, such as:
- Product X Launch – Group 01
- Product X Launch – Group 02
- Product X Launch – Group 03
This reduces the risk of selecting the wrong group during setup.
Avoid sending too many messages
Even when participants have agreed to join a group, sending messages too frequently can lead to muted groups, members leaving, reports, or account restrictions.
Only send relevant content that matches the purpose communicated to participants.
Work only with authorized contacts
Only include people who have agreed to join the group or receive that communication.
Respect:
- The stated purpose of the group.
- Participant privacy.
- Removal requests.
- Applicable data protection laws.
- WhatsApp’s Terms of Service and policies.
Best practices for customer service
- Create departments with simple names.
- Keep only the departments your company actually uses.
- Give each agent individual access.
- Remove or deactivate agents who are no longer part of the team.
- Grant manager permissions only when necessary.
- Create quick replies for frequently asked questions.
- Transfer conversations with context.
- Close completed conversations.
- Regularly verify that the main number remains connected.
- Avoid using the same number as the company, agent, and customer during testing.
Troubleshooting
I cannot create a campaign
Check whether:
- A number is connected.
- The number has an active status.
- The campaign name has been entered.
- The page has fully loaded.
- Your Builderall session is still active.
Refresh the page and try again. If the issue continues, disconnect and reconnect the number by following the instructions displayed by the tool.
My groups do not appear for import
Check whether:
- The correct number is selected.
- The selected number is a member of the groups.
- The connection is active.
- The groups are still active on WhatsApp.
- The tool has completed synchronization.
Refresh the page before trying to import the groups again.
An agent cannot be added
Confirm that:
- A business number is connected to the tool.
- The agent’s personal phone number was entered correctly.
- The country code and area code are correct.
- A department was selected.
- The profile was defined as Collaborator or Manager.
- The agent has an active status.
The agent did not receive the code
Ask the agent to:
- Confirm that the registered phone number is correct.
- Check whether the phone has a signal and access to WhatsApp.
- Wait a few minutes.
- Request a new code if that option is available.
- Avoid using an old code after requesting a new one.
If necessary, edit the agent’s profile and confirm the phone number again.
The agent is active but appears offline
The active status only authorizes access. To appear online, the agent must open their link, complete authentication, and remain connected to the Customer Service screen.
The statistics have not been updated
Refresh the browser page. Some information may update progressively.
Scheduled messages were not sent
Check:
- The scheduled date and time.
- The selected time zone.
- The campaign status.
- The number’s connection.
- The selected group.
- The number’s permissions within the group.
- The schedule status.
- Whether the content or file is still available.
The number was disconnected
Go to My Numbers, check its status, and follow the reconnection process displayed by the tool.
Avoid removing sessions, leaving the phone turned off for long periods, or changing device settings while the tool is in use.
The customer was sent to the wrong department
Review the customer service mode:
- In automatic mode, check the list of departments displayed to customers.
- In default department mode, confirm which department was selected.
- Make sure the correct departments are active.
Frequently asked questions
Can I connect more than one number?
Yes. You can connect multiple numbers and use them in different campaigns or customer service structures.
Is there a limit on connected numbers?
WhatsApp Launch Manager does not set a limit on the number of connections within the tool itself. Availability and usage conditions may depend on your Builderall plan and the rules of the services involved.
Can I use a different number for each campaign?
Yes. When creating a campaign, select the connected number you want to use.
Can I import existing groups?
Yes. The tool allows you to select active groups linked to the connected number.
Do campaigns send messages to individual contacts?
WhatsApp Launch Manager campaigns are designed for group communication. One-on-one conversations are handled in the Customer Service area.
Do I need to give the business phone to my agents?
No. The business number is connected to WhatsApp Launch Manager, and each agent receives their own access.
Does the agent use their personal number to talk to customers?
No. The agent’s personal phone number is used only for authentication. Customer service is provided through the business number connected to the tool.
Can I create multiple departments?
Yes. You can organize your operation into different departments based on your company’s structure.
Can I add multiple agents?
Yes. You can register the required agents and assign them to their respective departments.
Can I define different access levels?
Yes. A user can be registered as a Collaborator or Manager.
Can a conversation be transferred?
Yes. The Customer Service area allows conversations to be transferred to other available agents or departments.
Can I schedule an individual message?
Yes. The Customer Service screen may provide an option to schedule a message for a specific contact. This feature is not intended for sending bulk individual messages.
Can I create automatic replies triggered by keywords?
For individual flows triggered by specific words or phrases, use Builderall’s WhatsApp Automation tool.
Does WhatsApp Launch Manager prevent account restrictions?
No tool can guarantee that a number will not be restricted. Always respect participant consent, WhatsApp’s policies, an appropriate sending frequency, and applicable laws.
Checklist before getting started
- The primary number is connected.
- The connection is active.
- The groups are organized.
- The campaign has a clear name.
- The content has been reviewed.
- The dates and times have been checked.
- A test group has been used.
- The departments have been created.
- The agents have been registered.
- Each agent has received individual access.
- Active and inactive customer service messages have been configured.
- The full workflow has been tested with different numbers.