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Tutorial
Lia on a WhatsApp number that already uses another platform
If your business's WhatsApp number is already used by another platform, there's one quick setting in Meta so Lia can receive your customers' messages. It takes about 2 minutes, and you don't need to turn the other platform off. The video above shows every click, and the steps below follow the same path in text.
| What you need | Details |
|---|---|
| Access | Admin of your business portfolio in Meta |
| Time | About 2 minutes |
| The other platform | Stays on, with calls and with visibility of the conversations |
Step 1: connect the number in the RIA panel #
In the RIA panel, on the Conectar conta WhatsApp card (Connect WhatsApp account), click Conectar WhatsApp (Connect WhatsApp). If the panel already has a number, the button is Conectar conta. The panel is in Portuguese; the video shows it translated so you can follow along. In the Meta window, open the Phone number list and pick the number you already use. It's already listed there, as connected. You don't need to type the number.
Step 2: confirm the other-integration warning #
Meta warns that the number is already being used in another integration. That's expected. Check the confirmation box and continue to the end of the window.
Step 3: open the Conversation routing tab #
Open https://business.facebook.com and go to Settings › WhatsApp accounts. Click your number and open the Conversation routing tab.
Step 4: leave Message routing as it is #
Under Message routing, Meta shows who handles each type of conversation. Don't change anything in this section: it applies to every number in your business.
Step 5: create the Alternate Routing group #
Scroll down to Alternate Routing group and click Create.
Step 6: choose the number #
Under Phone numbers, select only the number Lia will handle.
Step 7: the four message options go to RIA #
For the four message options, choose RIA:
- when the customer sends a message;
- when they reply to a click-to-WhatsApp ad;
- when they reply to a marketing campaign;
- when they reply to a notification, such as a confirmation or a reminder.
Step 8: calls, thread control and visibility stay with the other platform #
For calls (Calls with customers), Thread control and visibility, keep the platform you already use. That way your team still sees everything and can take over any conversation. Then click Save.
How to test it #
Send a "hi" from a phone that has never messaged your business. The reply should come from Lia.
Conversations already in progress stay with the other platform until they go idle. New ones go straight to Lia.
Frequently asked questions #
Do I need to turn the other platform off? #
No. It stays on, with calls, thread control and visibility. Only the messages on the number you selected start going to Lia.
Why can't I change Message routing? #
Because that setting applies to every number in your business. The Alternate Routing group changes only the number you selected.
Who can make this change? #
An admin of your business portfolio in Meta.
I sent a message and the reply came from the other platform. What now? #
Test from a phone that has never messaged your business. Conversations already in progress stay with the other platform until they go idle.
Will my team lose access to the conversations? #
No. With visibility kept on the platform you already use, your team still sees the conversations and can take over any of them.
Reinaldo OliveiraFounder, RIAPublished November 8, 2026 by Reinaldo Oliveira, RIA. Markdown version for AI: lia-on-a-number-that-already-uses-another-platform.md · All tutorials in English · Tutoriais em português