Unify WhatsApp Conversations for Mexican Numbers (+52 vs +521)

Problem

Currently, WhatsApp conversations with Mexican phone numbers are split into separate threads depending on whether the number includes the prefix +52 or +521.

Even though these represent the same user, Front treats them as different numbers and creates duplicate conversations.

This causes confusion for support agents and breaks continuity in customer interactions.

Impact

• Agents lose context when conversations are fragmented across multiple threads.

• Customers may experience slower response times and repeated questions.

• Team efficiency and reporting accuracy are negatively affected.

Suggested Solution

Implement a normalization rule within WhatsApp channels that treats +52 and +521 numbers as equivalent. This way, all messages from the same customer are correctly threaded into a single conversation, regardless of whether the extra “1” is present.

Benefit

• Improves continuity of customer interactions.

• Reduces agent frustration and manual effort to reconcile conversations.

• Provides more accurate conversation metrics and reporting.

• Aligns with how WhatsApp numbers function in Mexico, avoiding unnecessary fragmentation.