Want to know how to use WhatsApp business with multiple users? Or can WhatsApp business be used on multiple devices or phones? We have curated this how-to guide that will answer all your questions about using WhatsApp Business with multiple users. In this first-hand guide, we’ll solve the WhatsApp Business Multiple Users problem by explaining how to set up and use multi agent WhatsApp for sales, support and marketing on respond.io.
WhatsApp Business Multiple Users for Different Business Sizes
Using WhatsApp Business with multiple users or on multiple devices depends on which WhatsApp product you’re using - WhatsApp Business App or WhatsApp Business API, also known as WhatsApp Business Platform. Each platform has its own method of adding additional users and devices.
You must have noticed that we haven't mentioned the WhatsApp app. While it is now possible to link up to four devices under one phone number and switch between accounts, it is not a suitable choice for business messaging.
Although the WhatsApp App and WhatsApp Business App allow the creation of broadcast lists of up to 256 contacts and labeling them for easier management, the WhatsApp Business App offers several advantages over the regular WhatsApp App, which we’ll discuss next.
WhatsApp Business App
WhatsApp designed WhatsApp Business App's features and capabilities with small businesses in mind. The setup process is straightforward and businesses can use the app for free. Plus, it includes business tools like greeting and away messages, WhatsApp Catalog, WhatsApp Pay and quick replies.
Most importantly, WhatsApp Business App allows you to use WhatsApp Business for multiple users on up to five devices, including four linked devices and one phone at a time for each number.
Linking multiple devices to your WhatsApp Business App account allows more of your agents to respond to customer messages from anywhere. This can be especially helpful when you're running an ad campaign or promotion.
In 2022, WhatsApp also released a paid plan named WhatsApp Business Premium, which enables you to connect up to 10 devices and assign chats to specific agents. However, this plan is only available for Android users and in certain countries.
Having 5 to 10 devices connected to one WhatsApp number is sufficient for sole proprietors and small businesses if your team size stays the same. As your business grows, you’ll need a more sophisticated platform to handle more agents, contacts and messages. This is where WhatsApp API comes in.
For larger businesses with teams of agents, it’s important to handle high volumes of messages fast. They’ll also need to reply to all contacts promptly with tools like advanced automation and track their team workload and organization performance.
However, these additional features are only available to WhatsApp API accounts when connected to a customer conversation management software like respond.io.
WhatsApp Business App or WhatsApp API?
To help you visualize better, we've created a flow chart as a guide. This will give you a better idea of which WhatsApp product is suitable for micro-small businesses and SMEs and large businesses when it comes to using WhatsApp Business for multiple users.
Next, we'll take a look at each product's features plus the associated pros and cons in detail.
WhatsApp Business Multiple Users for Micro-Small Businesses: WhatsApp Business App
If you're a micro-small business owner considering WhatsApp Business App, read on to find out how to use WhatsApp Business with multiple agents on the app.
How to Use WhatsApp Business with Multiple Users via the App
Any business can use the WhatsApp Business App with multiple devices or users. To link a device, follow the steps below.
- Go to your WhatsApp Business App.
- Tap the More Options icon with three vertical dots.
- Click Linked Devices.
- Click LINK A DEVICE.
- Scan the QR code.
You can get the QR code on WhatsApp Business Web or WhatsApp Business Desktop App on your companion devices. Simply go to https://web.whatsapp.com/ or open the desktop app, and a QR code will be displayed on your screen for you.
The steps above work on Android devices. For iPhone users, simply go to WhatsApp Settings in Step 2 and follow the rest of the instructions above.
Before you start, make sure you have the latest version of WhatsApp on your phone. Upon linking, your team can then access WhatsApp Business on your additional devices without the need to keep your phone connected.
Multi Agent WhatsApp: A Temporary Solution Using the App
Using WhatsApp Business App with multiple devices is convenient for small businesses, but this is only a temporary solution or feasible when your business is starting.
Limitations of WhatsApp Business App as a Multi-user Solution
As your business expands, you’ll soon encounter problems with using linked devices. We have compiled some common issues our customers encountered when they were using WhatsApp Business App:
- Not knowing who sent or replied to a message
- Multiple agents may work with the same customer from different devices, creating confusion for your customers
- Can’t track agent workload or performance
- Inability to assign chats to agents
- Can’t ensure all customers have been answered
- No way to organize chats, such as marking a chat as resolved
- Can’t connect to a CRM, as WhatsApp Business app doesn’t support any CRM integration
- No user access controls and all the data can be accessed by every agent
- Not able to implement advanced automation
Because of these reasons, using the app is only something you should do as a temporary solution before moving to WhatsApp API.
WhatsApp Business Multiple Users for SMEs & Large Businesses: WhatsApp API
Larger businesses with more sophisticated needs require a platform with more advanced features to solve the WhatsApp Business multiple users problem. For that, we need to use WhatsApp API connected to a messaging software.
To start, we'll explain what WhatsApp API is, how to get started with an official WhatsApp partner and why it's better to use WhatsApp Business on multiple devices with respond.io.
WhatsApp Business on Multiple Devices: WhatsApp API Overview
WhatsApp API is designed for SMEs and large businesses that are looking to scale and manage their teams, messages and customers more effectively.
As WhatsApp API simply transmits information to and from WhatsApp's network, it doesn’t have an app or front-end interface. You'll need to connect the API to a customer conversation management software like respond.io to send and receive messages.
Before we move on, here are some basic things you need to know about WhatsApp API.
- It has a 24-hour customer service window
- It's not free
- You need to apply for an API account
We'll explain each point in detail in the following sections.
WhatsApp Business on Multiple Devices: WhatsApp API Messaging Window
WhatsApp API has a 24-hour customer service window. Every time a contact sends an inbound message, a 24-hour timer starts or restarts. Within the messaging window, businesses can reply to customers freely.
After 24 hours, only message templates can be used to reopen the messaging window. They come with customizable placeholders and headers and can be added with Call To Action or Quick Reply buttons. You can use these templates for marketing, utility and authentication conversations.
WhatsApp Business on Multiple Devices: WhatsApp API Pricing
WhatsApp API Pricing varies depending on the WhatsApp Business Solution Provider (BSP) you choose. They typically add a markup fee to WhatsApp conversation charges and charge a monthly WhatsApp API access fee on top of what WhatsApp charges them.
Thankfully, this is not the case if you get WhatsApp Business API from respond.io. Unlike other BSPs, respond.io provides free WhatsApp API access and does not impose any markup fees, making it a cost-effective solution for businesses of all sizes.
Because respond.io is a WhatsApp BSP that offers an AI-powered customer conversation management software, businesses can connect WhatsApp to an omnichannel inbox, use WhatsApp with teams of users and fully manage their WhatsApp Business Accounts.
It supports all of WhatsApp’s unique features like broadcasts and interactive messages, while offering AI tools to manage conversations and advanced automation to streamline business processes. We’ll explore more of its capabilities later.
Additionally, as respond.io is using WhatsApp Cloud API, businesses can get faster WhatsApp API updates compared to other WhatsApp Partners. Next, we’ll show you how easy it is to get WhatsApp API access with respond.io.
WhatsApp Business on Multiple Devices: How to Get a WhatsApp API Account
Signing up for WhatsApp API with respond.io is quick and easy. The entire process is seamless and takes only a few minutes – from linking your Facebook Business Account to adding a phone number. Get started with the WhatsApp API sign-up process now!
Because respond.io is also a customer conversation management software, you can start messaging customers right after creating your WhatsApp API account. Next, let’s discuss how to set up WhatsApp API with multiple users on respond.io.
How to Use WhatsApp Business API with Multiple Users: Adding Users to Respond.io
Setting up WhatsApp Business with multiple users on respond.io is easy and fast. To add users to respond.io, follow these three simple steps.
1. Navigate to Settings > Workspace Settings > Users.
2. Click Add User to invite agents to the Workspace using their email address.
When adding Users, you can give them an appropriate Access Level. You can choose between three Access Levels:
- Owner: Owners have access to all modules, and they can manage the settings of the Workspace.
- Manager: Like Owners, Managers have access to all modules. However, they have restricted access to Workspace Settings.
- Agent: Agents only have access to the Messages module.
3. Create Teams to group your agents for better visibility after they accept your invitation.
Next, let’s explore how you can start using respond.io to message customers on WhatsApp.
WhatsApp Business Multiple Users: Supported Use Cases with Respond.io
Next, we'll show how you can use WhatsApp Business with multiple users on respond.io for different use cases like sales, customer service, marketing with WhatsApp click-to-chat ads, re-marketing with WhatsApp Broadcast and creating WhatsApp auto replies.
WhatsApp Business Multiple Users: WhatsApp Sales & Customer Support
With our Workflows automation builder, you can use WhatsApp API for sales and support with multiple agents.
Anytime there’s an inbound message, you can use AI Agent, an AI-powered chatbot, to serve as the initial responder to handle routine inquiries or route customers to the right team based on the customers’ profile, conversation purpose and customer life cycle.
Once the Workflows for inbound messages are set up, you can prioritize important customers first and ensure no customers are left unattended by assigning them to the most relevant and/or readily available Agent on your team.
On respond.io, you’ll have access to advanced features such as Contact Merge. With Contact Merge, you can consolidate your customers’ conversation history on different messaging apps into one unified profile for a holistic view of the customer. This helps agents understand the customers’ context better.
WhatsApp Click to Chat Ads
Do you run WhatsApp click to chat ads and struggle with qualifying leads and handling a large volume of inbound messages? With respond.io, you can qualify leads faster through automated surveys and increase lead conversion by replying to them promptly with our dedicated multi-user response platform.
While you get a 72-hour messaging window instead of a 24-hour messaging window when leads message you from WhatsApp ads, it's still essential to have a plan for restarting conversations after the window has closed.
One way to reconnect with leads en masse is to use message templates for WhatsApp bulk messages. This enables you to send pre-approved messages to your leads even after the 72-hour window has elapsed.
WhatsApp Business Multiple Users: WhatsApp Broadcast
Broadcasting is as simple as selecting the Contacts who have opted-in to hear from you, creating your message's content with media attachments and adding a Call-to-Action or Quick Reply Button. Once you're done, simply send or schedule a broadcast in advance.
Once the leads start replying, you'll receive a high volume of messages. But remember, you can now manage your messages more effectively and have teams of agents replying to them at the same time on different devices.
WhatsApp Business Multiple Users: WhatsApp Auto Reply
Through respond.io’s Workflows, you can easily set up WhatsApp auto replies. You may send a WhatsApp greeting message to make a strong first impression on new customers or send an away message when your team can’t respond to inquiries immediately.
WhatsApp Business Multiple Users: Respond AI
Thanks to Respond AI Prompts, you can effortlessly translate your messages into over 90 languages, ensuring effective communication across borders. With just one click, it makes your communication more precise by adjusting the tone of your messages and correcting spelling and grammar mistakes.
You can also use AI Assist to generate responses to your incoming customer messages automatically. The AI crafts replies based on the knowledge sources you provide, ensuring each response is relevant and contextually appropriate.
Improve Team Performance with Respond.io
While we have solved the WhatsApp Business Multiple Users problem, businesses still need to understand their customers better and ensure everyone in their Team is performing.
Respond.io’s Reports Module enables real-time monitoring of your agents' performance and workload. You'll know exactly how many Contacts an Agent is currently handling and if they're efficient at closing Conversations based on their resolution time. You can even see how agents are performing relative to each other.
Plus, respond.io has specially designed tools to facilitate collaboration among Agents. Handy features like adding Comments and tagging another colleague in a Conversation allow Agents to collaborate, respond and resolve Conversations faster.
Also, our Contact Merge feature allows you to have a 360-degree view of your customers with our omnichannel inbox. This helps your Agents reply to customers more efficiently when all the Contact information is readily available from one centralized dashboard.
Last but not least, stay connected to your customers even when you're on the go with the respond.io mobile app. No more missing a conversation. Instead, get notified each time you receive a new message or whenever someone assigns you a new Contact.
Next, let’s go through some real-world examples of how businesses improve the multi-user functionality of WhatsApp using respond.io.
WhatsApp Business Multiple Users Inspiration: A First-hand Look at How Respond.io Users Take Their Businesses to the Next Level
Respond.io has empowered businesses to handle high volumes of conversations effectively by expanding WhatsApp multiuser access. Due to its experience in helping businesses worldwide grow, Meta has vetted the company for its expertise and recognized it as badged Meta Business Partner.
We have interviewed some respond.io customers to find out how they take their businesses to the next level with WhatsApp multi-user functionality. Below, we have put together a few success stories that will inspire you to use WhatsApp Business with multiple users.
First-hand Report: How Lamarsa Coffee Improves Response Time
Lamarsa Coffee, a Malaysia-based coffee equipment retailer, was handling customer communication over WhatsApp Business App. However, the WhatsApp Business App is limited to one phone and four other devices, which means only a few agents can answer conversations at one time.
As its business expanded, Lamarsa Coffee found it challenging to handle the high volume of conversations over WhatsApp. To solve the WhatsApp Business multiple users problem, Lamarse Coffee migrated to WhatsApp API and connected it to respond.io for greater multiuser access.
Through enhanced WhatsApp multi-user functionality and respond.io’s advanced Workflows, Lamarsa Coffee has successfully improved first response times by a whopping 38%!
How 800 Storage Handles a High Volume of Conversations
Dubai-based self-storage company, 800 Storage, had limited multiuser access to WhatsApp Business App. This results in slow response time, which in turn affects business growth. By upgrading to WhatsApp API and integrating it with respond.io, 800 Storage is now ready to handle a high volume of conversations through WhatsApp multi-team access.
Thanks to multiuser access for WhatsApp, agent performance has significantly improved across the board, with first response times reduced by 30% to 1 minute and 56 seconds!
You’ve made it to the end! Are you ready to use WhatsApp business with multiple users? Try respond.io and its WhatsApp Business API for free!
Frequently Asked Questions
Is WhatsApp Business multiple users free?
The WhatsApp Business App allows free use on up to five devices. If you wish to use WhatsApp on up to 10 devices, you can opt for a WhatsApp Premium subscription.
For businesses requiring more than ten users, WhatsApp API is the solution. This, however, involves WhatsApp’s conversation-based pricing and the use of a messaging software, which incurs additional costs.
Can I use WhatsApp Business on two phones?
The WhatsApp Business App supports up to five devices, including four linked devices and one phone per account, but not on two phones simultaneously.
How to use WhatsApp Business on multiple devices?
- Open your WhatsApp Business App on your primary phone.
- Tap the More Options menu (three vertical dots) in the top-right corner.
- Select Linked Devices.
- Choose Link a Device.
- Scan the QR code displayed on the screen of the device you want to link
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