Match the language of the last message
Templates for a campaign can exist in both languages. The reply path is simpler: answer in the language the person just used, and keep the thread on the same number.
If Arabic and English are handled by different people, tag the chat and assign it. The customer still sees one business.
Keep the record in one inbox
Notes, the lead status and the CRM update stay on that thread. A second number for “the Arabic line” is how history gets lost when someone is on leave.
23 Jun 2026