From 5 to 30+ agents, without exposing a single customer number

Growth was blocked by who could see the numbers

VIP customers expect quick, personal replies on WhatsApp. Across several numbers and three brands, the team couldn't keep up with the workload. The obvious fix was hiring, but that created a new problem: everyone who works a number in WhatsApp Web sees every customer's phone number. For a VIP customer base, that was a risk the business couldn't accept.

They needed three things: customer numbers hidden from agents, chat history in one place, and many agents working the same numbers.

Phones with the manager, QR codes at every shift

• Four devices per number

  WhatsApp Web allows up to four linked devices per number, which capped how many people could work each line.

• A QR scan for every shift

  The phones stayed with the department manager, who had to scan a QR code each time an agent started a shift.

• Scattered history

  Conversations lived across separate devices and sessions, with no single view of who had said what to which customer.

One inbox, numbers hidden, agents log in

Salvo runs on the company's own server. Each brand has its own workspace, and every agent works from one shared inbox with their own login.

• Hiring without handing out numbers

  Agents see a customer alias, plus the name and customer code from the company's own customer directory. They never see the phone number. This was the change that let the team hire freely.

• Agents log in, not scan in

  Each number is connected once to the company's own Salvo server and stays connected there. Agents sign in with their own username and password. The manager only needs a phone again on the rare occasion a number has to be reconnected.

• A workspace per brand

  Each brand runs in its own workspace, with two numbers, its own agents, its own reply templates and its own customer directory.

• Customers recognised instantly

  The imported customer directory shows agents who they're talking to by code and name, without the number.

• Consistent replies, faster

  The team prepares canned message templates and uses them in chats.

• Visibility for managers

  Chat reports give managers a view of conversations across each brand.

• Numbers onboarded in minutes

  Adding a number takes a single scan. There's no Business API application and no approval wait.

• One inbox, two channels

  The team later added Telegram to the same inbox, so agents handle both from one place.

"Could Salvo get our numbers restricted?"

The features that made the difference

1. Number maskingThe deciding feature.
2. Customer directoryAgents identify customers by code and name.
3. Chat reports
4. Fast number onboarding
5. Far fewer QR scans