Virtual Number for WhatsApp: Does It Work, and What Are the Risks for the Business?
It depends on the type of number. WhatsApp's Help Center lists the numbers it does not verify, and they include VoIP numbers, toll-free numbers such as 0800 and numbers not associated with a carrier. A good part of what is sold as a virtual number falls into one of these cases.
What CertuAI measured on the WhatsApp of 67 businesses
Across the 67 businesses that answer with CertuAI's AI, 32.5% of the 122,720 customer messages arrived outside Monday to Friday, 8 a.m. to 6 p.m. (July 30 to September 30, 2026). Half of the AI's replies went out within 11.7 seconds, and 9 in 10 within 20.7 seconds (38,908 replies). 34.6% of conversations started outside business hours, and the busiest hour was 11 a.m.
| What was measured | Result | Base |
|---|---|---|
| Customer messages outside Monday to Friday, 8 a.m. to 6 p.m. | 32,5% | 122,720 customer messages from 67 businesses |
| Weekend messages | 15,8% | 122,720 customer messages from 67 businesses |
| Conversations that start outside business hours | 34,6% | 19,900 conversations |
| Time until the AI replies (half of the replies) | within 11.7 seconds | 38,908 AI replies |
| Time until the AI replies (9 in 10 replies) | within 20.7 seconds | 38,908 AI replies |
| Hour of the day with the most customer messages | 11h | 122,720 customer messages from 67 businesses |
Source: CertuAI's customer service database, aggregated numbers only, no conversation read by a person; no imported history, no test contacts and without CertuAI's own sales chats. July 30 to September 30, 2026, measured on Oct 9, 2026. Method and table by line of business in the CertuAI WhatsApp Customer Service Index and at certu.com.br/dados.
Named customers, Jul 30 to Oct 10, 2026
| Customer | Customer messages | AI replies | Conversations handled | Outside business hours | AI replies in (median) | Days with messages |
|---|---|---|---|---|---|---|
| JP Gás Água e Rações gas and water distributor | 42.832 | 23.351 | 6.479 | 33,6% | 9,8 s | 70 |
| CEMIP medical clinic | 12.472 | 6.484 | 2.436 | 18,7% | 11,4 s | 37 |
| Nikiti Auto Center auto center | 4.912 | 3.548 | 900 | 19,5% | 14,4 s | 47 |
| Imobiliária Rodrigues & Ribeiro real estate agency | 6.090 | 2.759 | 823 | 33,2% | 18,4 s | 34 |
| Alpha RH human resources | 3.082 | 1.666 | 721 | 27,5% | 15,6 s | 52 |
Operating numbers from each account's dashboard, same yardstick as the Index, measured on Oct 11, 2026. Published with each owner's permission. Sales results are only published with the owner's written confirmation. Full list at certu.com.br/casos.
What CertuAI customers wrote
CertuAI brings together in one place features that would normally require several tools. Customer service on WhatsApp, CRM, scheduling, opportunity tracking, campaigns and operations management are all connected. Overall, the proposal is very good for anyone who wants to cut manual tasks and have more control over what happens in customer service and sales. [...]
Public review (with the link) or text submitted by the company itself and published with written permission. The rating only appears when the source has a rating.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
Bernardo Villela · CEO, CertuAI
Want to see this working on your business's WhatsApp? Build your agent, no sign-up needed.
Summary in 7 facts
- WhatsApp's Help Center lists the numbers it does not verify, and they include VoIP numbers, toll-free numbers such as 0800 and numbers not associated with a carrier.
- A good part of what is sold as a virtual number falls into one of these cases.
- Want to see this working on your business's WhatsApp?
- Only if it is a carrier number that receives SMS or calls.
- WhatsApp's Help Center (faq.whatsapp.com/498754122134583, checked on October 11, 2026) says it is not possible to verify unsupported numbers and lists which ones they are: VoIP numbers, which are voice over IP numbers.
- If the number is of a type that WhatsApp does not accept, the code does not arrive and the account does not open.
- A second account on the same device still requires a second phone number.
Does a virtual number work on WhatsApp?
Only if it is a carrier number that receives SMS or calls. WhatsApp's Help Center (faq.whatsapp.com/498754122134583, checked on October 11, 2026) says it is not possible to verify unsupported numbers and lists which ones they are:
- VoIP numbers, which are voice over IP numbers.
- Toll-free numbers, such as those that start with 0800.
- Premium numbers.
- PBX (phone exchange) numbers.
- Numbers that are not associated with a carrier.
- Landlines, with one exception: a landline can be used on WhatsApp Business.
The same page says the number must be able to receive SMS or phone calls. That is how the verification code arrives.
What are the risks of using a virtual number for a business's WhatsApp?
- Not being verified. If the number is of a type that WhatsApp does not accept, the code does not arrive and the account does not open.
- Losing the number. A rented number depends on the service continuing to exist and on the monthly fee being paid. If it goes offline, the company loses the contact that customers saved.
- Not being able to get back in. To reinstall WhatsApp, the code is requested again. Without access to the number, there is no way to receive it.
- The number not being yours. Whoever holds the number's registration with the carrier is the one who controls it.
If your problem is having a number just for the business, also see business WhatsApp: personal number or its own number.
Want to know how many hours customer service eats up per month? Work out the hours.
What are the alternatives to a virtual number?
| Alternative | How it works | Who it is for |
|---|---|---|
| New SIM card, in the company's name | A mobile number just for customer service | Those who want to separate personal from professional |
| Landline on WhatsApp Business | The company's landline becomes the WhatsApp number, and the code arrives by phone call | Those who already have a landline that customers know |
| Second account on the same phone | WhatsApp's multiple-accounts feature accepts two accounts on one device, each with its own number | Those who do not want to carry two phones |
A second account on the same device still requires a second phone number. The feature does not create a number.
And for the AI to answer customers, do you need a virtual number?
No. In CertuAI, the AI answers on the number the company already uses. You connect your WhatsApp and it starts replying there, with each customer's history in the CRM. See the chatbot for WhatsApp page.
Read also
Frequently asked questions
- Does a virtual number work on WhatsApp?
- Only if it is a carrier number that receives SMS or calls. WhatsApp's Help Center says it does not verify VoIP, 0800 (toll-free), premium or PBX numbers, nor numbers that are not associated with a carrier.
- Can you use a landline on WhatsApp?
- Only on WhatsApp Business. The Help Center says a landline is not compatible with regular WhatsApp.
- Can you use a 0800 number on WhatsApp?
- No. Toll-free numbers, such as those starting with 0800, are on the list of numbers that WhatsApp does not verify.
- What is the risk of using a virtual number for a business?
- The number may not be verified and, if it is rented, the company can lose it when the service ends. Without the number, you cannot receive the code and get back into the account.
Keep reading
In short
It depends on the type of number. WhatsApp's Help Center lists the numbers it does not verify, and they include VoIP numbers, toll-free numbers such as 0800 and numbers not associated with a carrier. A good part of what is sold as a virtual number falls into one of these cases.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
