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Official Accounts

Official accounts are phone numbers registered with third-party services like WhatsApp, WeChat, LINE, SMS, and more.

They are used when:

  • Employees communicate with clients without using personal phone numbers.
  • Company employees need to communicate with clients outside their country.

There are two types of official accounts:

  1. Official accounts for dedicated phone numbers – dedicated for a user only.
  2. Official accounts for shared pools – many users share phone numbers.

This article provides a definition, lists different types of official accounts, and explains their application on the LeapXpert platform.

Official Accounts for Dedicated Phone Numbers​

An official account for dedicated phone numbers is provisioned to a User and dedicated for that User only.
You can configure a dedicated phone number for a User to start a direct business conversation with clients.

  • From LeapXpert version 1.22.1 onwards, you can configure dedicated phone numbers for WhatsApp Governed integration.
  • From LeapXpert version 1.24.0 onwards, you can configure dedicated phone numbers for SMS Governed integration.

This is an attempt towards our approach to the Single Professional Identity, in which users are expected to use the same phone number across all Governed channels and to have phone numbers dedicated to a User (instead of shared number pools).

Official Accounts for Shared Pool​

With official accounts for shared pools, multiple users share access to official business accounts (WhatsApp, WeChat, Telegram, etc.) without needing individual logins for each account.

  • Official accounts are assigned to different pools, with each pool allocated to specific organizational units (OUs) and accessible to members of those OUs.
  • A pool consists of primary and secondary accounts.

Primary Account​

  • Used for prospects to contact the company.
  • Used to receive OTP from periodic verification.

Secondary Account​

  • Used for clients’ onboarding and communication.

Official Accounts Selection Process​

When a client from the same organizational unit is invited to a channel, the system will follow these rules to select the official account for communication:

1. Matching by Country Code​

  • The system checks the client’s country.
  • It looks for an official account in the pool with the same country code.
  • If a match is found, that account is used.

2. Applying Fallback Rules (If No Match Found)​

  • Geography Mapping Rule
    The system checks if the client’s country is mapped to a different country in the geography mapping rules.
    If a mapping exists, the system finds a matching secondary official account and uses it.

  • Default Region Rule
    If selected, the system assigns an official account from the default country set in the pool.

  • Fallback Upward Rule
    If enabled, the system searches for an official account in higher-level OUs, using the same selection process.

3. Error Handling​

  • If no suitable official account is found after all these steps, the system returns an error and terminates the communication.

Notes​

  • For WhatsApp, SMS, iMessage, in addition to primary official accounts, secondary official accounts are required to maintain conversations between clients and company employees.
  • Secondary official accounts are not needed for WeChat Miniapp; this channel uses primary official accounts (email) to facilitate communication.
  • For Signal, users use secondary accounts to communicate.