The Complete Guide to WhatsApp Business and Business Numbers
Everything you need to know about using your business number with WhatsApp Business.
Whether you're starting a new business, moving away from a traditional landline or simply looking for a more professional way to communicate with customers, WhatsApp Business can become a valuable part of your business communications. Many business owners have questions before they get started:
This guide answers those questions and explains how WhatsApp Business works alongside your Switchboard.uk business number, helping you make informed decisions before you get started.
What Is WhatsApp Business?
WhatsApp Business is a free application designed specifically for businesses to communicate with customers using WhatsApp. Although it looks similar to the standard WhatsApp app, it includes additional features that help businesses present a more professional image and manage customer conversations more efficiently.
With WhatsApp Business you can:
- Create a business profile with your company name, opening hours, website and contact details.
- Save quick replies for questions you answer regularly.
- Organise conversations using labels.
- Set greeting messages for new customers.
- Configure away messages outside business hours.
- Access WhatsApp Business on multiple linked devices.
For many small businesses, it provides a simple way to answer customer questions, send updates and respond to enquiries without giving out a personal mobile number.
WhatsApp vs WhatsApp Business
Although both applications allow you to send messages, make voice calls and share files, they are designed for different purposes. WhatsApp is intended for personal communication between friends and family. WhatsApp Business is designed for businesses that want to communicate professionally with customers while presenting a recognisable business identity. For example, instead of customers seeing a personal profile, they see your business profile with your company information and can communicate using your business number.
Why Businesses Use WhatsApp Business
Many customers now prefer sending a quick message rather than making a phone call. A simple question about opening hours, availability or pricing can often be answered in seconds through WhatsApp Business. Using a business number instead of a personal mobile also creates a more professional experience for your customers — they can continue calling your business as normal or send a WhatsApp message using the same business number, giving them the flexibility to contact you in the way that suits them best.
Is WhatsApp Business Right for Every Business?
For many sole traders, freelancers and small businesses, the answer is yes. If your customers regularly ask questions before buying, request quotations or arrange appointments, WhatsApp Business can make communication faster and more convenient. It works particularly well alongside a professional business number, allowing you to keep your personal mobile number private while giving customers a single business contact they can recognise and trust.
Can I Use My Business Number with WhatsApp Business?
Yes, in many cases you can.
One of the biggest misconceptions about WhatsApp Business is that it only works with a mobile phone number. In reality, many UK business numbers can also be used with WhatsApp Business, provided the number can receive a voice call during the verification process. That means you don't necessarily need to change your business number to start using WhatsApp Business.
Which Business Numbers Can Be Used?
Businesses typically use one of four types of numbers.
A New Business Number
If you're starting a new business, you can choose a new business number and use it with WhatsApp Business once it has been verified. This gives you a dedicated business identity from day one while keeping your personal mobile number private.
An Existing Business Number
If your customers already know your business number, there's usually no reason to change it. Many businesses continue using the same number they've advertised for years while adding WhatsApp Business to improve customer communication.
A Ported Business Number
If you've transferred your business number to Switchboard.uk, you can normally continue using that same number with WhatsApp Business, while your phone system benefits from modern cloud telephony.
A Virtual Business Number
A virtual business number works like any other business number from your customer’s point of view — the only difference is how it’s delivered. To your customers, nothing changes.
What Does WhatsApp Business Need?
Before WhatsApp Business can be linked to your business number, it needs to verify that you control the number. For most business numbers, this verification is completed by an automated phone call. Once verified, your business number can continue receiving normal telephone calls through your Switchboard.uk phone system while also being used with WhatsApp Business — the two services work alongside each other without changing the number your customers already know.
Not sure whether your number is compatible? Our team can help explain the options available, whether you're using an existing business number, transferring a number to Switchboard.uk or choosing a new one for your business.
Can Customers Call and WhatsApp the Same Number?
Yes.
One of the biggest advantages of using WhatsApp Business with a compatible business number is that your customers don't need separate contact details. Instead of giving customers one number to call and another for WhatsApp, you can use a single business number for both.
Customer calls
Handled by your Switchboard.uk phone system — mobile, desktop app, office phone or ring groups.Customer messages
Handled through WhatsApp Business — separate from your telephone system.Why Do Businesses Like Using One Number?
- Present a more consistent business identity.
- Keep your personal mobile number private.
- Avoid confusing customers with multiple contact numbers.
- Make it easier for customers to contact you.
- Maintain the same number across your website, social media, invoices and marketing materials.
For many businesses, a single recognised business number creates a simpler and more professional customer experience.
Virtual Business Numbers Explained
A virtual business number is a genuine UK business telephone number that isn't connected to a physical telephone line or a single office location. Instead, the number is hosted in the cloud and routes calls to the devices you choose — whether that's your mobile phone, desktop application, office phone or multiple team members working from different locations. To your customers, there is no visible difference: they simply dial your business number in exactly the same way they would any other UK business number.
How Is It Different from a Traditional Landline?
From your customer's point of view, there is very little difference — they simply call your business number. The difference is how the call reaches you. A traditional landline relies on a physical telephone line installed at your premises. A virtual business number is cloud-hosted, allowing you to answer calls from almost anywhere while keeping the same business number.
Why Do Businesses Choose Virtual Business Numbers?
- Keeping your personal mobile number private.
- Answering business calls from multiple devices.
- Supporting remote and hybrid working.
- Routing calls to different members of your team.
- Continuing to use the same number if you move premises.
- Access to professional features such as call routing, voicemail, business hours and call recording.
Using a Virtual Business Number with WhatsApp Business
Once your compatible business number has been successfully verified with WhatsApp Business, customers can call your business using your normal business number, or send a WhatsApp message to that same number. Your telephone calls continue to be managed by your Switchboard.uk phone system, while your WhatsApp conversations continue to be managed through WhatsApp Business.
Can I Keep My Existing Business Number?
Yes, in many cases you can.
If your business already has a telephone number that customers recognise, there's usually no need to change it when moving to a cloud phone system. Many businesses choose to transfer, or port, their existing business number so they can continue using it with their new phone system — modernising how your business handles calls without changing the contact number you've spent time building and promoting.
What Is Number Porting?
Number porting is the process of moving your existing business number from one telecommunications provider to another. The number itself doesn't change — only the company providing the service behind it changes. Once the transfer is complete, your customers continue calling the same business number they've always used.
Why Do Businesses Keep Their Existing Number?
For many businesses, their telephone number has become part of their brand. It appears on:
- Company websites, business cards and email signatures.
- Vehicles, signage and printed marketing materials.
- Social media profiles and online business directories.
- Google Business Profile.
Can I Still Use WhatsApp Business?
Yes, in many cases. If your existing business number is successfully transferred to Switchboard.uk and can complete WhatsApp Business's voice call verification process, you can continue using that same business number with WhatsApp Business — meaning your customers can continue calling or messaging the same number without needing to learn new contact details.
Can I Use WhatsApp Business on More Than One Device?
Yes.
WhatsApp Business supports Linked Devices, allowing you to use the same WhatsApp Business account across multiple devices. This makes it easier to manage customer conversations without being tied to a single mobile phone — for example your primary smartphone, a desktop computer in the office, a laptop while working remotely, or other supported devices.
Is This Suitable for Growing Businesses?
For many sole traders and small businesses, Linked Devices provide a simple way to manage customer conversations from different locations. While WhatsApp Business supports linked devices, businesses should understand that it isn't designed to replace a complete customer service or contact centre platform. For businesses with larger teams or more advanced communication requirements, WhatsApp Business works best alongside a professional business phone system.
How Does This Work with My Switchboard.uk Business Number?
- Telephone calls continue through your Switchboard.uk phone system.
- WhatsApp messages are managed through WhatsApp Business.
- Linked Devices allow authorised users to access WhatsApp Business from supported devices.
The two services work together while continuing to perform different roles.
Do I Need a Traditional Landline?
No.
A traditional landline is no longer essential for most businesses wanting to use a professional business number. Modern cloud phone systems allow businesses to use a UK business number without relying on a physical telephone line installed at their premises, giving businesses greater flexibility while allowing customers to continue calling the same business number.
Does This Affect WhatsApp Business?
No. Whether your business number is provided through a traditional telephone line or a compatible cloud phone system, WhatsApp Business only needs to verify that you control the number. Once verified, customers can continue calling your business number or sending you a WhatsApp message using that same number.
Why Are Businesses Moving Away from Traditional Landlines?
- Working from home or multiple locations.
- Supporting remote teams.
- Keeping personal and business calls separate.
- Accessing professional call handling features.
- Scaling more easily as the business grows.
For many organisations, the move to cloud communications is about improving flexibility rather than changing how customers contact them.
Common Concerns and Misconceptions About WhatsApp Business
If you've been researching WhatsApp Business, you've probably come across conflicting information online. Some articles suggest cloud or virtual business numbers don't work with WhatsApp Business, while others claim WhatsApp bans them altogether. The reality is more nuanced — here are some of the most common concerns businesses have.
No.
There is no published WhatsApp policy that automatically bans all virtual or cloud-hosted business numbers simply because they are virtual. Many businesses successfully use compatible cloud-based business numbers with WhatsApp Business.
What matters is that your business number can complete WhatsApp's verification process and that your WhatsApp Business account complies with WhatsApp's Terms of Service and Business Messaging policies.
There are several reasons why someone may experience problems verifying a business number, for example:
- The verification call was answered by voicemail, an IVR or a welcome message.
- The extension wasn't active.
- The verification call wasn't answered.
- The number couldn't receive inbound voice calls.
- A temporary or disposable verification number was used instead of a permanent business number.
These situations are very different from using a genuine business number for everyday business communications.
Yes.
Like any online platform, WhatsApp may suspend or restrict accounts that breach its Terms of Service or Business Messaging policies — for example sending spam, fraudulent or deceptive activity, or impersonating another business.
These rules apply regardless of whether you're using a mobile number, a traditional landline or a cloud-hosted business number.
No provider can make that guarantee.
WhatsApp controls its own platform and may change its verification methods, technical requirements or policies over time. Switchboard.uk keeps up to date with these changes and will help customers wherever possible, but WhatsApp Business remains a third-party service operated by Meta.
Switchboard.uk is not affiliated with, endorsed by or certified by WhatsApp or Meta.
Compatible Switchboard.uk business numbers can be used with WhatsApp Business by completing WhatsApp's verification process and complying with WhatsApp's Terms of Service and Business Messaging policies.
No.
WhatsApp Business and your Switchboard.uk phone system perform different roles. Your Switchboard.uk phone system continues to manage your telephone calls and business call handling, while WhatsApp Business manages your WhatsApp conversations.
Using one does not replace the other — instead, they work alongside each other to give your customers more ways to contact your business.
Our Advice
When choosing a business number for WhatsApp Business, focus on using a genuine business number from a trusted provider, completing the verification process correctly and following WhatsApp's policies. Doing so gives your business the best chance of using WhatsApp Business successfully while providing customers with a professional and reliable way to get in touch.
Frequently Asked Questions
Ready to Use Your Business Number with WhatsApp Business?
Whether you're starting a new business, moving from a traditional phone system or looking for a more professional way to communicate with customers, using your business number with WhatsApp Business can help you keep your personal number private while giving customers another convenient way to get in touch.
WhatsApp Business is provided by Meta and remains subject to Meta's terms, policies and verification requirements. Switchboard.uk is not affiliated with or endorsed by WhatsApp or Meta. Compatible Switchboard.uk business numbers can be used with WhatsApp Business by completing WhatsApp's verification process and complying with WhatsApp's current requirements.