How to Use WhatsApp Business with Multiple Users

Explore the capabilities a multi-user access brings to the table.

Being one of the most popular messaging apps globally (and the one with the largest active user base), WhatsApp is an indispensable tool for customer communication. Substituting calls with text-based support in popular messengers is an efficient strategy, adopted by many companies, from small to large-scale ones.But how can multiple users on WhatsApp Business respond to customers using the same number?

In this article, we’ll explore methods for setting up multi-user access, discuss the benefits and challenges associated with such a setup. Keep reading to learn how to expand your WhatsApp communications via a single account beyond one device, so that your team can provide timely and consistent customer service.

The concept of WhatsApp Business for multiple users means that a single business account can be managed by several team members across different devices.

This is done through either WhatsApp's “Linked Devices” feature, which lets up to five devices access the same account, or through the WhatsApp Business API, which enables even more users to manage conversations within a corporate account. This multi-user capability allows multiple employees to respond to customer inquiries at the same time, ensuring no message goes unanswered.

• WhatsApp Business Linked Devices. The app supports one primary phone plus up to four linked companion devices (via WhatsApp Web or Desktop). This lets a small team use the same business number on several devices. The method is easy to set up, but it has limited teamwork features because everyone shares one inbox.
• WhatsApp Business API. For larger teams or advanced needs, the WhatsApp Business API is a more suitable solution. A Business Solution Provider (BSP) connects a company’s number to a shared inbox platform that supports unlimited users. Team members log into a unified dashboard (instead of the WhatsApp app) to send and receive messages. Setting this up with a provider takes some effort. However, it opens up such features as chat routing, chatbots, and CRM integrations.

The benefits of multi-user access

Using WhatsApp Business with multiple users provides numerous advantages to various companies, from local shops to large corporations.

Better customer support

WhatsApp Business with multiple users improves customer experience by providing faster response times, as any available agent can handle chats. Shared access to a centralized inbox minimizes missed inquiries from clients. This results in a quicker and more consistent service.

Improved team collaboration

A multi-user setup boosts team efficiency, improving transparency and workflow. You can ensure the right agent handles inquiries and use internal notes and collaboration within the chat interface to discuss privately before replying to customers.

Higher scalability

For growing small and medium-sized businesses, multi-user WhatsApp helps handle large inquiry volumes without the bottleneck of a single device. As a team grows, you can easily add or remove agents from the system, providing the flexibility needed to adapt to business changes.

Brand credibility

WhatsApp Business for multiple users projects a professional image, as customers receive timely and consistent responses from an official business number. This organized approach builds trust and brand credibility, showing customers that a business is efficient and highly values each of them.

WhatsApp Business App vs. WhatsApp Business API for Teams

WhatsApp Business for multiple users can be set up using either the Linked Devices functionality of the app or via a WhatsApp Business API solution. Below is a detailed comparison of both approaches.

How to set up WhatsApp Business for multiple users

Getting multiple team members onto your WhatsApp Business account involves different steps depending on your chosen solution.

WhatsApp Business app with linked devices

1. Register WhatsApp Business on a primary smartphone using the company’s business number.
2. In the app, open "Linked Devices" and scan the QR code on up to four other devices (using WhatsApp Web or Desktop apps).
3. All linked devices can now send and receive messages for that WhatsApp Business account.

Note: linked devices stay active even if the main phone is offline briefly. However, this method offers no way to distinguish between users — everyone shares the same account interface.

WhatsApp Business API

1. Sign up with a WhatsApp Business Solution Provider (BSP) of your choice.
2. Complete the business verification process through Meta Business Suite. Usually, a BSP will guide you through it.
3. The team will manage conversations using the BSP's shared inbox web/desktop app, not the WhatsApp app, and have access to extensive features like chat routing, templates, chatbots, and analytics.

While setting up via the API requires a bit more effort and may involve costs, it provides a scalable, professional platform for multi-user WhatsApp Business communication.

Key features to look for in a Business Solution Provider

Look for a platform that offers a shared inbox with collaboration tools, such as chat assignment, internal notes, and chat tagging to help your team stay organized and avoid missed messages. Automation features like chatbots, auto-replies, and rule-based routing are essential for handling high volumes and delivering instant responses. Robust analytics and reporting tools are also important, as they help you track key metrics, monitor performance, and refine your communication strategy.

Ensure the platform integrates smoothly with your other systems, such as CRMs or helpdesks, to streamline workflows and provide agents with valuable context. Look for an intuitive interface, good onboarding, and responsive customer service to help your team get the most out of the platform.

How companies use shared WhatsApp accounts

Unlike personal WhatsApp accounts that are tied to a specific phone number and device, a shared account allows multiple team members, such as customer support representatives, sales and marketing specialists, to work together on one account. They can manage customer inquiries and messages together, ensuring a consistent brand voice and efficient service.

A shared WhatsApp account enables businesses to maintain a fast response time when addressing incoming inquiries, handling complaints, or providing order updates. It also allows for greater personalization, as an inquiry can be routed to a relevant specialist with the necessary skills. At the same time, a shared account helps establish a consistent brand presence across all interactions, as it is easier for agents to maintain a consistent tone of communication when all conversations take place in a single space.

Common challenges when using WhatsApp Business with a team

When multiple users use a WhatsApp Business account, it is essential to be on the lookout for these common challenges.

• Inconsistent brand tone. Multiple agents can have difficulty keeping a uniform communication style. Set clear brand guidelines and use standardized templates.
• Delayed responses. Not knowing who replies to what inquiry may lead to slower reply times as team members assume others will handle inquiries. Establish a detailed assignment system to ensure every inquiry is promptly handled.
• Monitor API costs. Be aware of potential unexpected expenses when using the API, especially for notifications and marketing messages.
• Agent overload. Uneven distribution of high message volumes can overwhelm specific team members. Distribute chats fairly using smart routing and leverage chatbots to process simple inquiries.

Summing things up

Thanks to multi-user access and the API, WhatsApp Business can be a scalable channel for team communication. Whether you start by linking a few devices or use the WhatsApp Business API, the key is to find a solution that fits your team’s needs and ensure a seamless workflow.

If you go down the path of finding a reliable WhatsApp API provider, consider WhatsApp CRM by Umnico, which allows your team to manage your WhatsApp Business account collaboratively through its web application and WhatsApp integration. The omnichannel messaging platform helps agents respond faster, maintain a consistent brand voice, and keep customers loyal and happy, thanks to an extensive number of supported communication channels, automation features, and intuitive interface. Try Umnico for free today — the offer is available to all new users.