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Setting up your guest number: WhatsApp, calls and SMS

One number your guests can message on WhatsApp or call. Use a number we provide, or keep the one you already have.

Updated Sep 7, 2026

How it works

We handle the entire setup. Here is what we put in place for you — there is nothing technical on your side.

  1. We provide your dedicated mobile numberA mobile phone number reserved exclusively for your properties. This becomes the number your guests message and call — printed in your check-in instructions, booking confirmations, and guest communication. Prefer to keep a number you already have? See “Already have a number?” below.
  2. We create your WhatsApp business profileGuests who message the number on WhatsApp see your name and your photo — a verified business profile that builds trust from the first message. We set it up, maintain it, and answer through it; your team never needs a WhatsApp account of its own.
  3. We connect phone calls to youWhen a guest calls the number, the call rings through to a phone you choose — your reception, office line, or mobile. Callers see the guest's number, so your phone works exactly as it does today.

What we need from you

Seven quick items — four take a minute, three are optional but make your profile look complete to guests.

  • RequiredDisplay nameThe name guests see on WhatsApp — usually your brand or property name.
  • RequiredProfile pictureYour logo or a photo. Square, at least 640 × 640 pixels.
  • RequiredBusiness categoryHow your business is described, e.g. “Hotel & Lodging”.
  • RequiredPhone for callsThe existing number where incoming guest calls should ring. Not needed if you bring your own number — calls stay where they are.
  • OptionalShort descriptionOne or two sentences about your business, shown on your profile.
  • OptionalAddress & websiteShown on your profile so guests can find and verify you.
  • OptionalContact emailA public email address for guests who prefer writing formally.

Already have a number? Bring it with you

You can keep the number your guests already know. Only WhatsApp moves to xHeron — calls and text messages on that number stay exactly as they are today.

  1. Tell us the numberShare the number you want to use instead of a new one. It must be able to receive an SMS or a phone call during setup — that is how WhatsApp confirms the number belongs to you.
  2. Confirm it with a one-time codeWhatsApp sends a six-digit code to that number. Pass the code on to us and we complete the connection — nothing else is needed from you.
  3. Your WhatsApp moves overIf the number is currently used in the WhatsApp or WhatsApp Business app, that app stops working for this number once the move completes. Your name and profile carry over; earlier chats do not — export anything you want to keep before we start.

Good to know

A brand-new number can take a few hours before it receives calls and text messages. We handle the waiting — nothing changes for you.

WhatsApp allows each business a certain number of conversations it starts per day, such as booking confirmations. Replies to guests who wrote to you first are never limited. If you plan a large send-out, let us know in advance.

Your display name has to match your business. If WhatsApp asks for changes, we tell you what to adjust and resubmit it for you.

What happens next

Once we have your items, the setup typically completes within a few business days — most of that is WhatsApp reviewing and approving your business name, which happens in the background.

We will confirm as soon as your channel is live, send a test message together with you, and only then does the number go into guest communication. You stay in control of when it launches.