How To Article

WhatsApp Business Multiple Users: A How-To Guide [October 2021]

Serene Tan
Content Lead, Respond.io
October 8, 2021
WhatsApp Business Multiple Users: How to use WhatsApp Business on Multiple Devices

How do I use WhatsApp Business with multiple users? Or can I use WhatsApp Business on multiple devices? While it’s a simple question, WhatsApp has made the answer complicated. In this article, we’ll solve the WhatsApp Business Multiple Users problem by explaining how to set up and use WhatsApp Business with multiple agents for sales, support and marketing on respond.io.

WhatsApp Business Multiple Users: 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. Each platform has its own method of adding additional users and devices.

WhatsApp Business App

While WhatsApp Business App is free and easy to set up, WhatsApp actually designed the feature and capabilities for smaller businesses in mind.

Before September 2021, the app works only on one device with one user. Starting September 2021, now WhatsApp Business App users can have up to 1 phone and 4 additional devices connected.
WhatsApp Business Multiple Devices: Micro-Small Businesses

You could only use WhatsApp Business app on a maximum of two devices at the same time before September 2021. But you cannot use the WhatsApp Business app on two phones. Now under the new beta program, you can use WhatsApp Business app on 5 devices of 1 phone + 4 additional devices for each number.

For sole proprietors and micro-businesses, having 5 devices connected to one number is sufficient. But only 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.

WhatsApp Business API

Meanwhile, for larger businesses with teams of agents, it’s important to handle a high volume of messages fast. They’ll also need to reply to all Contacts promptly and track their team workload and organization performance.

While for larger businesses with teams of agents, it’s important to handle a high volume of messages fast. They’ll also need to reply to all Contacts promptly and track their team workload and organization performance.
WhatsApp Business Multiple Devices: SMEs & Large Businesses

However, these additional features are only available to WhatsApp API accounts when connected to a Messaging Inbox like respond.io.

WhatsApp Business Multiple Users: 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 your business.

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 your business.
How to Use WhatsApp Business with Multiple Users: WhatsApp Business App or WhatsApp API?

Next, we'll take a look at each product's features plus the associated pros and cons in detail.

WhatsApp Business Multiple Users: Micro-Small Businesses

So you're a micro-small business owner considering WhatsApp Business App. To use WhatsApp Business with multiple agents on the app, you need to join or opt-in to the multi-device beta program.

WhatsApp Business Multiple Logins: Use WhatsApp Business App with Up To 5 Devices Only

The joining process is straightforward and takes just seconds to set up. Firstly, make sure you have the latest version of WhatsApp on your phone and follow the instructions as follow.

For Android users:

  1. Open WhatsApp Business App, Tap the More Options icon with 3 vertical dots.
  2. Tap Linked Devices.
  3. Select Multi-Device Beta.
  4. Press Join Beta.
If you're on Android:  Open WhatsApp Business App, Tap the More Options icon with 3 vertical dots. Tap Linked Devices. Select Multi-Device Beta. Press Join Beta.
WhatsApp Business Multiple Devices: How to Join the Beta Program

While for iPhone users, simply go to WhatsApp Settings in Step 1 and follow the rest of the instructions above.

Once you've joined the program, connect the companion devices to your phone. To do so, tap on Linked Devices from the More Options on Android or Settings menu on the iPhone and scan the QR code to connect to other devices with WhatsApp Web/Desktop.

Upon linking, your team can then access WhatsApp Business on your additional devices without the need to keep your phone connected.

WhatsApp Business Multiple Logins: 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. As your business expands, you’ll soon encounter problems with using linked devices such as:

  • Not knowing who sent or replied to a message
  • Can’t track Agent workload or performance
  • Can’t ensure all Contacts have been answered
Using WhatsApp with multiple devices on the app is convenient for small businesses but this is only a temporary solution or feasible when your business is small. As your business expands, you’ll soon encounter problems with using linked devices such as: Not knowing who sent or replied to a message. Can’t track Agent workload or performance. Can’t ensure all Contacts have been answered
Why WhatsApp Business App is Only a Temporary Solution for WhatsApp Business Multiple Users

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: SMEs & Large Businesses

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 inbox.

To start, we'll explain what is WhatsApp API, how to get started with the cheapest WhatsApp API price on the market and why it's better to use WhatsApp Business on multiple devices with respond.io.

WhatsApp Business on Multiple Devices: WhatsApp API Overview

Firstly, WhatsApp API is designed for SMEs and large businesses that are looking to scale and manage their teams, messages and customers more effectively.

here are some basic things you need to know about WhatsApp API. It has a 24-hour messaging window. It's not free. You need to apply for an account and undergo an approval process
WhatsApp Business Multiple Users: The Basics of WhatsApp API

But before we move on, here are some basic things you need to know about WhatsApp API.

  • It has a 24-hour messaging window
  • It's not free
  • You need to apply for an account and undergo an approval process

We'll explain each point in detail in the following sections.

WhatsApp Business on Multiple Devices: WhatsApp API Messaging Window

WhatsApp API has a messaging window. Every time a Contact sends an inbound message, a 24-hour timer starts or restarts. Within the Messaging Window businesses can reply freely.

WhatsApp API has a messaging window. Every time a Contact sends an inbound message, a 24-hour timer starts or restarts. Within the Messaging Window businesses can reply freely.  After 24 hours only Message Templates  can be used to reopen the messaging window.
Why You Need WhatsApp Message Templates

After 24 hours, only Message Templates can be used to reopen the messaging window. They come in customizable Placeholders, Media Headers like images, videos and documents plus Quick Reply & Call-to-Action buttons. You can also use these templates for certain use cases like re-marketing with WhatsApp Broadcast.

WhatsApp Business on Multiple Devices: WhatsApp API Pricing

For WhatsApp API Pricing, businesses do not pay WhatsApp directly. Instead, you’ll pay the WhatsApp Partner according to their pricing. Meanwhile, the Partners pay WhatsApp for every Message Template following WhatsApp’s Standard Rate Card.

For WhatsApp API Pricing, you don’t pay to WhatsApp directly. Instead, you’ll pay the WhatsApp Partner according to their pricing. Meanwhile, the Partners pay to WhatsApp only for every Message Template following WhatsApp’s Standard Rate Card.
How Does WhatsApp Pricing Works?

On top of charging you what WhatsApp charges them, the Partners can charge you whatever they want. Most of them add a markup fee to Message Templates and/or charge a high monthly fee. Some also charge per User or per Monthly Active Contacts.

To help you get the best WhatsApp API price on the market, we've negotiated a special deal with 360dialog that is only available to our customers. It costs just $5 a month and there is no markup fee for all Message Templates.

To help you get the best WhatsApp API price on the market, we've negotiated a special deal with 360dialog that are only available to our customers. It costs just $5 a month and there is no markup fee for all Message Templates.
Only on Respond.io: The Cheapest and Most Updated WhatsApp API Account

And because 360dialog is using a proxy API, it's easier and faster for us to integrate any new changes from WhatsApp. This means you'll get new updates quicker through 360dialog compared to other WhatsApp Partners.

WhatsApp Business on Multiple Devices: How to Get a WhatsApp API Account

Here's what you can expect when signing up with 360dialog. All you need is to link your Facebook Business Account and bring a phone number. The process takes only a few minutes and your WhatsApp API account is ready.

Here's what you can expect when signing up with 360dialog. All you need is to link your Facebook Business Account and bring a phone number. The process takes only a few minutes and your WhatsApp API account is ready.
What You Need to Get a WhatsApp API Account

As WhatsApp API is simply a pipe that 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 Messaging Inbox like respond.io to send and receive messages.

As WhatsApp API is simply a pipe that 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 Messaging Inbox like it.respond.io to send and receive messages.
How WhatsApp API Works with respond.io

Once the account is live, paste the API token to respond.io and you're ready to start using WhatsApp Business on multiple devices with WhatsApp API.

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, support, marketing with WhatsApp Click to Chat Ads and re-marketing with WhatsApp Broadcast.

WhatsApp Business with Multiple Agents: WhatsApp Sales & Customer Support

With our customizable workflows, you can use WhatsApp API for Sales and Support with multiple agents. Anytime there’s an inbound message, it’ll route your customers to the right team based on the customers’ profile, conversation purpose & customer life cycle.

With our customizable workflows, you can use WhatsApp API for Sales and Support. Anytime an inbound message is received, it’ll route your customers to the right team based on the customers’ profile, the purpose of their conversation & customer life cycle.
WhatsApp API for Sales and Support

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.

WhatsApp Business with Multiple Agents: 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.

Do you run WhatsApp Click to Chat Ads and struggle with qualifying leads and handling a large volume of inbound messages? With it.respond.io, you can qualify leads faster through automated surveys and increase your chance of converting them into sales by replying to them promptly with our dedicated multi-user response platform.
WhatsApp Marketing with WhatsApp Click-to-Chat Ads

However, once the messaging window with a lead closes, you can only use Message Templates to message them again. One way to reconnect with leads en masse is to use Message Templates for WhatsApp Broadcast.

WhatsApp Business with Multiple Agents: 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.

Broadcasting is as simple as selecting the Contacts who have opted-in to hear from you, creating your message's content with media and adding a Call-to-Action or Quick Reply Button. Once you're done, simply send or schedule a broadcast in advance.
WhatsApp Broadcast with respond.io

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: Improve Team Performance

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.

With our Reports Module, you'll know exactly which Agent was assigned to a Contact, how many Contacts an Agent is currently handling and if they're efficient at closing Conversations based on their response and resolution time.

With our Reports Module, you'll know exactly which Agent was assigned to a Contact, how many Contacts an Agent is currently handling and if they're efficient at closing Conversations based on their response and resolution time. Plus we also have the Comments function to facilitate collaboration among Agents. If you want to use WhatsApp Business with multiple users, tracking team performance is important.
WhatsApp Business Multiple Agents: Track Team Performance and Collaborate with Team Members

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. This means your Agents can reply to customers faster when all their Contact information is readily available at a glance from one centralized dashboard.
WhatsApp Business Multiple Users: Merge Your Contacts with respond.io’s Omnichannel Inbox

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 not but not least, with our it.respond.io mobile app, you can remain connected to your customers even when you're on the go. No more missing a Conversation and get notified each time you receive a new message or whenever someone assigns you a new Contact. This solves the WhatsApp Business Multiple Users problem for your employees.
WhatsApp Business Multiple Devices: Answer Messages Anywhere with Respond.io Mobile App

Last not 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.

Further Reading

If you enjoyed this article and you'd like to learn more about WhatsApp Business, please check out our articles on:

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