Want to learn more about WhatsApp multi agent? Look no further, as we address your questions about how to use WhatsApp for multiple agents, show you how to set it up and use it for sales, support and marketing on a platform like respond.io.
WhatsApp Multi Agent: Different Business Sizes
There are two types of WhatsApp Business products you can use with multiple agents or on multiple devices, and they are WhatsApp Business App or WhatsApp Business API. Each platform has its own method of adding additional agents and devices.
What about the WhatsApp App? While it is now possible to link up to four devices under one phone number, it is not a suitable choice for business messaging.
Although both the WhatsApp App and WhatsApp Business App allow creating 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. Let’s discuss them further.
WhatsApp Business App
WhatsApp Business App is tailor-made for small businesses and comes with many useful features, such as greeting and away messages, WhatsApp Catalog, WhatsApp Pay and quick replies.
Setting it up is simple, and it's free to use. With the WhatsApp Business App, you can even have multiple agents operating it. In fact, you can now link WhatsApp Business to up to five devices, including one phone + four additional devices for each number.
WhatsApp Business Premium is a paid feature WhatsApp released in 2022 that allows you to connect up to 10 devices, making it possible for your team to quickly respond to inquiries. You can even assign chats to specific agents. At present, this plan is only for Android users and is available in certain countries.
This feature is particularly useful for teams that need to collaborate on customer support, as it allows multiple agents to work together seamlessly to resolve customer issues.
If you're a sole proprietor or running a small business, connecting five to 10 devices to one WhatsApp number should suffice. As your business grows, you'll need a more robust platform to handle an increasing number of agents, contacts, and messages, and that's where WhatsApp API comes in.
WhatsApp API
It's crucial for large businesses to handle a high volume of messages quickly while responding to all contacts promptly and keeping track of the team's workload and organizational performance.
However, these additional features are only available to WhatsApp API accounts when connected to a customer conversation management software such as respond.io.
WhatsApp Business App or WhatsApp API
It can be helpful to have a visual guide to determine which WhatsApp product is best suited for your business. That's why we've created a flow chart so you can better understand which product is ideal for micro-small businesses, SMEs and larger enterprises.
We'll explore each product's features, along with their associated pros and cons, in more detail next.
WhatsApp Multi Agents: Micro Small Businesses
For micro-small businesses, you may be considering using WhatsApp Business App. In this guide, we'll explain how you can use WhatsApp Business with multiple agents on the app.
How to Use WhatsApp Multi Agents via the App
To link multiple devices and agents to the WhatsApp Business App, follow the steps below.
1. Go to your WhatsApp Business App.
2. Tap the More Options icon with 3 vertical dots.
3. Click Linked Devices.
4. Click LINK A DEVICE.
5. Scan the QR code.
The QR code can be obtained via WhatsApp Business Web or the WhatsApp Business Desktop App on your companion devices. It's important to note that the steps outlined above apply to Android devices. For iPhone users, go to WhatsApp Settings in Step 2 and follow the remaining instructions.
Remember to update your WhatsApp Business App to the latest version before you start. Once linked, your agents will be able to access WhatsApp Business on multiple devices.
Multi Agent WhatsApp: A Temporary Solution Using the App
The WhatsApp Business App is a useful tool for small businesses that need to use multiple devices. However, this solution is only practical for the early stages of your business. As your business expands, using linked devices will present a number of challenges, including:
- Can’t see who sent or replied to a message
- Can’t track Agent workload or performance
- Can’t ensure all Contacts have been answered
For these reasons, it's recommended that you only use the WhatsApp Business App as a temporary solution before transitioning to WhatsApp API.
WhatsApp Multi Agent: SMEs & Large Businesses
If you’re running a large business, you’ll need a platform that offers advanced features to manage multiple agents on WhatsApp Business effectively. For that, we need to use WhatsApp API connected to a messaging software.
To begin, let's discuss what WhatsApp API is and how to get started at the most affordable price point on the market. We'll also explain why using respond.io to manage WhatsApp Business on multiple devices is the best solution.
WhatsApp Business on Multiple Devices: WhatsApp API Overview
WhatsApp API caters to the needs of SMEs and large businesses that aim to enhance their efficiency in managing teams, messages and customers as they scale up.
But 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 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 that restarts every time a contact sends an inbound message. Businesses can reply freely within the messaging window.
Once the 24-hour messaging window closes, businesses can only respond to customers using message templates. These templates are customizable and can include placeholders, media headers and quick reply and call-to-action buttons. They are also useful for specific use cases such as re-marketing through WhatsApp Broadcast.
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 serves as both a WhatsApp BSP and a 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 advanced automation to streamline business processes. We’ll explore more of its capabilities later.
Additionally, because 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. Once you click on this link, you’ll be taken through a seamless WhatsApp API sign-up process – from linking your Facebook Business Account to adding a phone number. The entire process takes only a few minutes.
Because respond.io is also a messaging software, you can start messaging customers right after creating your WhatsApp API account. Let’s explore how you can start using respond.io to message customers on WhatsApp.
WhatsApp Business Multiple Agents: Supported Use Cases with Respond.io
Next, we will demonstrate how respond.io can help you leverage the potential of WhatsApp Business for sales, customer service, marketing using WhatsApp click-to-chat ads, and re-marketing via WhatsApp Broadcast while allowing multiple agents to operate at a time.
WhatsApp Business Multiple Agents: WhatsApp Sales and WhatsApp Customer Support
Our customizable Workflows enable you to use WhatsApp API for sales and support with multiple agents. Whenever an inbound message is received, the message will be routed to the appropriate team based on customizable routing logic like the customer's profile, conversation purpose and customer life cycle.
After configuring your inbound message Workflows, you can make sure that every customer is attended to by assigning them to the most relevant and/or available agent on your team. You can also prioritize important customers by handling them first.
WhatsApp Business Multi Agents: WhatsApp Click to Chat Ads
Are you having trouble managing a high volume of inbound messages and struggling with qualifying leads from WhatsApp click to chat ads? With respond.io, you can qualify leads faster through automated surveys and increase lead conversion by replying to them promptly with our dedicated multi-agent response platform.
While you get a 72-hour messaging window instead of a 24-hour messaging window when leads message you from WhatsApp Ads, you need a way to restart a conversation with them after the messaging window closes.
To reconnect with leads in bulk, use message templates for WhatsApp Broadcast and send personalized templates to your contact lists
WhatsApp Business Multi Agents: WhatsApp Broadcast
Sending a broadcast to your opted-in Contacts is a straightforward process on respond.io. Choose the Contacts you want to reach out to and create your message's content with media attachments to make it more interactive. When you're done, send it immediately or schedule it in advance.
With the influx of messages from leads, it can be overwhelming to manage them all efficiently. However, with our platform, you can handle them with ease by assigning them to teams of agents who can reply to them simultaneously on different devices.
Multi Agent WhatsApp: Improve Team Performance with respond.io
As we've tackled the issue of multiple agents for WhatsApp Business, it's also crucial for businesses to have a comprehensive understanding of their customers and ensure that their team is performing optimally.
Through our Reports Module, you can gain insights on the assigned agent for a Contact, the current workload of each agent, and their efficiency in closing conversations based on response and resolution time.
Respond.io offers specially designed collaboration tools to facilitate teamwork among agents. These handy features include adding Comments and tagging another colleague in a conversation to allow agents to work together, respond promptly and resolve conversations faster.
Our Contact Merge feature provides you with a 360-degree view of your customers in our omnichannel inbox. This centralized dashboard helps your team reply more efficiently by making all the Contact information available.
To ensure you're always connected to your customers, even when you're on the go, the respond.io mobile app keeps you in the loop. With notifications each time a new message comes in or when you're assigned a new Contact, you'll never miss a conversation again.
You’ve made it to the end! Are you ready to use WhatsApp with multiple agents? Try respond.io and its WhatsApp Business API for free!
Further Reading
Enjoyed reading this article? Want to learn more about how to use WhatsApp for your business? Check out our articles on:
- The Ultimate Guide to WhatsApp Business API
- Everything You Need to Know About WhatsApp Cloud API
- WhatsApp API Pricing: The Ultimate Guide to WhatsApp Business API Pricing
