To centralize support for a franchise with multiple units in Papo (https://papo.global/), you connect each unit's WhatsApp number as a separate inbox, organize teams by region or store, and use automation rules to distribute conversations automatically. With unified reports, you can monitor the performance of each unit and agent in real time, without conversations getting mixed up.
Papo allows franchise networks to manage all support in a single dashboard, eliminating the need for each unit to use an isolated WhatsApp Web. This ensures standardized support, a consolidated view of the operation, and faster customer responses, regardless of which unit the customer contacts.
The table below summarizes the main steps to structure franchise support on the platform:
| Step | Action | Result |
|---|---|---|
| 1 | Connect each unit's WhatsApp as an inbox | All conversations arrive in the same dashboard, separated by channel |
| 2 | Create teams by region or store (e.g., Store SP Team, Store RJ Team) | Agents from each unit access only conversations from their region |
| 3 | Configure automation rules to assign conversations to the correct team | Messages from unit X automatically go to the responsible team's queue |
| 4 | Track performance reports by agent and by inbox | Individual metrics for each unit, response time, and conversions |
How to structure franchise support in Papo
1. Connect each unit's WhatsApp numbers
Each franchise unit can have its own WhatsApp number connected to Papo. To do this, go to Settings → Inboxes, click Add inbox, and choose the WhatsApp channel. Follow the instructions to connect the unit's number. Repeat the process for each store or service location. This way, all conversations from different units appear on the same platform, but in independent inboxes, which prevents customers from getting mixed up.
2. Create teams by region or unit
With the inboxes configured, organize agents into teams that represent each unit or region. Go to Settings → Teams and create a team for each store (e.g., "Downtown Store," "South Zone Store"). Add the agents who will work at that unit. The same agent can belong to more than one team if they handle multiple units. The teams feature allows conversations to be viewed and filtered by group, making management easier.
3. Distribute conversations automatically with rules
To ensure that a message received on unit X's WhatsApp is automatically routed to that unit's team, use Papo's automations. In Settings → Automation, create a rule with the action Assign a Team. Set the condition: if the conversation arrives through the "Downtown Store WhatsApp" inbox, then assign it to the "Downtown Store" team. This way, no conversation is left without an owner, and the customer is served by someone who knows the local reality.
4. Monitor each unit's performance with reports
Papo's Reports module consolidates metrics from all inboxes and agents. You can view message volume, average response time, conversions, and customer satisfaction (CSAT) ratings by period. By filtering by inbox or team, you can compare each unit's performance, identify bottlenecks, and recognize the most efficient stores. This gives the franchisor a clear view of the operation without having to request manual reports from each manager.
Who this solution is for
Centralizing support in Papo is recommended for:
- Franchise networks that want to standardize the customer experience across all units.
- Companies with multiple branches or points of sale that need unified conversation management.
- Operations that already use WhatsApp as their main channel and want to professionalize support without losing local autonomy.
Frequently asked questions
Can I have multiple WhatsApp numbers in the same Papo account?
Yes. Papo allows you to connect multiple WhatsApp numbers, each as an independent inbox. This is ideal for franchises, because each unit can keep its own number while management stays centralized.
How can I ensure one unit's conversations don't appear to another team?
By setting up automation rules that assign conversations from a specific inbox to a team, only members of that team will see the messages. In addition, inboxes are independent, and you can restrict agents' access only to the inboxes they should handle.
Do reports show performance by unit?
Yes. Reports allow you to filter by inbox (each WhatsApp number) and by team. This way, you get individual metrics for each store, such as response time and number of resolved conversations.
Do I need a WhatsApp Business API number for each unit?
Papo works with the official WhatsApp API (WhatsApp Business API). Each connected number must be a valid phone number and go through the verification process. Check current conditions on Papo's official website.
Can the same agent handle more than one unit?
Yes. An agent can be added to multiple teams and have access to multiple inboxes, allowing them to handle different units as needed.
Is it possible to automate different responses for each unit?
Yes. You can configure automations, flows, and even AI behavior (Prompt & AI) differently for each inbox or team, adapting the tone and information to the region.
Read also
- How to manage multiple WhatsApp numbers in a single Papo account
- How to set up rules to automatically assign conversations from a specific channel to a team
The first user is free, no credit card required, and you can connect multiple channels and organize your teams right away.