Senders: your connected numbers and profiles
A sender is a specific address or profile that customers can message to reach your business. This can be a WhatsApp Business phone number, an Instagram professional account, or a Facebook Page.
Your account can have multiple connected senders, which you can manage in the dashboard under Admin → Connections or Admin → Senders.
Playbook linking
Every sender connected to your account must be bound to a playbook, which provides the instructions, phases, and resources the assistant uses to handle conversations on that channel.
- Default assignment: When you first connect a sender, Yapper automatically links it to a playbook.
- Changing playbooks: You can change which playbook a sender uses by opening the sender's details in Admin → Senders and selecting a different playbook from the dropdown.
For more details on managing your instructions, see playbooks.
Multi-channel messaging and the active sender
Customers may contact your business through more than one channel (for example, messaging you first on WhatsApp and later sending a direct message on Instagram). When their identities are linked, Yapper treats these interactions as a single customer relationship rather than separate, disconnected threads.
To ensure automated follow-ups and phase actions go to the right place, Yapper designates one channel as the active sender for that customer.
How the active sender is determined
- Initial contact: When a customer messages your business for the first time, the sender they contacted becomes their active sender.
- Switching channels (flipping): If the customer subsequently messages you on a different sender, Yapper automatically updates (flips) their active sender to the new channel, provided both senders are linked to the same playbook.
- Separate relationships: If the customer messages you on a channel linked to a different playbook, Yapper treats this as a separate business relationship. The active sender does not flip, and the conversations remain isolated.
Automated message routing and redirects
Automated follow-up messages and phase side effects always target the customer's active sender.
- Redirecting batch messages: If you send a scheduled message batch from a specific sender, but a customer's active sender has flipped to a different channel (using the same playbook), Yapper automatically reroutes and sends the message to the active sender instead.
- Skipping cross-playbook matches: If the customer's active sender is linked to a different playbook than the batch sender, the message is skipped for that customer.
Cross-channel acknowledgments
When a customer's active sender flips because they messaged you on a new channel, the assistant is made aware of the change. In its first reply on the new channel, the assistant will automatically acknowledge the transition (for example, referring to the prior channel and summarizing the last discussed topic) in its own voice before continuing the conversation.