Switch with voice in one move

Overview

A "voice unique" setup is a sub-account holding one WhatsApp number plus a connected voice provider. Replacing only the WhatsApp number in that scenario leaves the voice side pointing at the old number, and inbound calls keep hitting a dead line. Switch voice unique handles both at once.

Under the hood, the action releases the old WhatsApp pairing, updates the voice provider's destination to the new number, and waits for the new QR to be scanned. Once paired, the sub-account is fully live again on both channels.

What switches in one move

• The paired WhatsApp number, just like in regular switch unique.
• The voice provider destination (ElevenLabs agent phone, Twilio number mapping, AI assistant inbound routing).
• The caller-ID display shown to your contacts on outbound calls.
• Any internal references in your CRM that point at the sub-account's phone, where Wazzap controls them.

Everything else stays exactly as it was: agents, tags, automations, Spintax globals, webhooks, chat history.

When to use it

• The sub-account hosts one WhatsApp number plus a voice channel.
• The current number is banned, retired, or being upgraded.
• You want the voice assistant to immediately start answering on the new number.
• You don't want to manually reconfigure ElevenLabs / Twilio / your voice stack after the WhatsApp swap.

Step-by-step procedure

1. Open the Sub-account dashboard in Wazzap.
2. Locate the sub-account tile, which shows both the WhatsApp number and the connected voice channel.
3. Click Switch voice. The action confirms it will release the WhatsApp pairing and update the voice destination.
4. On the new phone, open WhatsApp → Settings → Linked Devices → Link a Device and scan the QR.
5. Wazzap pushes the new number to the voice provider. The tile flips to "Online" and the voice indicator turns green.
6. Place a quick test call to the new number to confirm the voice channel is routing through to your assistant.

Voice provider side

Switch voice unique covers the most common voice stacks Wazzap manages directly: ElevenLabs agent assignments and Twilio phone-number mappings. For external stacks (a custom IVR, a separate voice CRM), you may still need to update the destination phone in that platform manually. Wazzap exposes the new number in the sub-account settings so you can copy-paste it where needed.

See also the ElevenLabs integration and Twilio integration docs for the per-provider details.

Troubleshooting

WhatsApp paired, voice indicator stays red

The voice provider rejected the update. Check that your voice provider account is still active and the API key in Wazzap is valid. The most common cause is an expired ElevenLabs or Twilio key. Update the key under Settings → Integrations and rerun the switch.

Test call rings but the assistant doesn't pick up

The voice destination is updated but the assistant isn't configured to answer that number. Open your voice provider dashboard and confirm the agent is assigned to the new caller ID. In ElevenLabs, this is under Agents → [your agent] → Phone numbers.

Inbound calls hit the old number for a few minutes

Some carriers cache routing for 1 to 3 minutes after a number swap. If you're testing immediately, you may catch the old route. Give it 5 minutes and test again.