How to Set Up Multiple Users on WhatsApp Business: A Complete Guide

You want your team to communicate with customers using the same account. But does WhatsApp Business support multiple users on one number? The answer is yes—for both the WhatsApp Business app and the WhatsApp Business API.

In this article, we’ll tell you how to set up multiple users on both the app and API and which one is the better choice for your sales team.

Can you set up multiple users on WhatsApp Business? #

WhatsApp Business allows multiple users for both its app and API.

The WhatsApp Business app is a free application that offers communication tools for small businesses. It allows you to link up to four devices and one phone on the same number, which means a maximum number of five sales agents can work from the same account.

The app has paid subscriptions that can raise this number up to 10 devices, but that’s the maximum number you can get with the WhatsApp Business app.

The WhatsApp Business API, on the other hand, doesn’t put a cap on the number of users you can set up on one account. It’s an interface that lets you connect your WhatsApp Business account to other software your business uses, like CRM tools and shared team inboxes.

You can only use the API through other platforms, though.

How to set up multiple users on WhatsApp Business app #

Setting up multiple users on the WhatsApp Business app refers to linking more devices to the same account. Here’s how to do it:

• Open the WhatsApp Business app on your primary business phone
• Tap the three-dot menu (Android) or settings icon (iPhone) in the top-right corner
• Select Linked Devices and tap Link a Device

• Open WhatsApp web on your PC
• Scan the QR code on the PC using the business mobile phone.
• Name the device you’re linking.

If you subscribe to a paid plan on the WhatsApp Business app, you’ll also have access to the multi-agents feature, which lets you assign conversations to specific agents and see who sent the messages using what device.

How to set up multiple users on WhatsApp Business API #

Setting up multiple users on WhatsApp Business API means that every team member will get separate login credentials, and they can use any device to access the account.

To use the WhatsApp Business API, you’ll need a customer communication platform, like Rasayel.

Rasayel is built for sales teams that use WhatsApp. It helps you set up multiple users on WhatsApp Business, assign conversations to specific agents, and monitor the performance of both your sales team and individual performance.

Here’s how to set up multiple users on WhatsApp Business API through Rasayel:

• Create an account on Rasayel using your name, email address, and password.

• Open the Rasayel workspace and go to Settings > Channels > WhatsApp.

• Tap on Connect to WhatsApp. You’ll be directed to Facebook.

• Log in to your Facebook account.
• Click on Get Started.
• Read the permissions and click on Continue.
• Select your Meta Business account.
• Click on Create a new WhatsApp Business Account and enter the details
• Add your business phone number and verify it
• Return to your Rasyael workspace and go to Settings > Users and Roles

• Invite as many team members as you want to your WhatsApp Business account

Why set up multiple users on WhatsApp Business #

Here’s a list of reasons why you need to set up multiple users on the same account on WhatsApp Business.

Better visibility #

Using one account only for all of your interactions makes it easier for you to monitor the performance of your team and keep track of the customers your business is contacting.

As a sales manager, you’ll be able to see which agent handled which customer and assess the response time on both individual and team levels.

Over time, this will help you identify the best agents on your team, know when there are performance issues, and provide more helpful feedback on the performance of your team.

Customer interactions in one place #

Having all of your business interactions in one place gives your team access to the entire customer communication history. When contacting existing customers, they can gain context easily and avoid duplicate messages.

For instance, if a lead already communicated a specific issue with another agent, the newly assigned agent can pick up the conversation without asking the lead to repeat themselves.

In addition to a smoother customer experience, this point also helps your team standardize communication and use the same tone and style when contacting customers.

Better workload distribution #

It’s easy for a team member to get overwhelmed with a full inbox, especially if they’re handling it on their own. Setting up multiple users on one account addresses this issue by distributing responsibility between team members.

All agents will be able to handle conversations in the same inbox, which can improve response rates and reduce wait times.

This point is especially helpful in cases of campaigns or sales promotions. In these cases, multiple team members can handle different customers at the same time.

Easier scalability #

As your team grows, it’ll be inconvenient to communicate with customers using a limited number of devices or users. You’ll see longer wait times, poorly handled customer inquiries, and dropped leads. Over time, you might need to create more than one account, which is both time-consuming and inconvenient.

On the other hand, if you have access to an unlimited number of users, you can onboard new team members whenever you like. They’ll handle the increased demand, and you’ll stop dropping leads and leaving customers waiting for replies.

Better team collaboration #

If your business requires that different teams contact the same customer (e.g. sales, support, and marketing), setting up multiple users on WhatsApp Business will help them collaborate more easily.

For instance, if the sales team nurtured a lead till they turned into a customer, they might need to hand that customer over to the support team for after-sales help.

Now, if the two teams are using different devices, it’ll be a bane for the support team to gain context and initiate a new conversation with the customer.

If they’re using the same account, the process will be smoother, and the customer won’t feel any inconvenience.

WhatsApp multiple users vs. multiple devices: What’s the difference? #

When using WhatsApp Business, you might hear the terms “multiple users” and “multiple devices” being used interchangeably, but they have different meanings.

Multiple users #

The term “multiple users” refers to the ability to set up multiple team members on the same WhatsApp Business account. Each team member gets their own credentials that they can use to access the shared account. Also, you can set different levels of permissions for different teams.

For instance, if you have some VIP clients, you can set permissions so that only your senior agent has access to their conversations and not the junior agents.

It’s a collaborative approach to managing customer interactions and gives you better control and accountability. It’s also only possible through the WhatsApp Business API. When mentioned for WhatsApp Business app users, it usually refers to linking multiple devices to one account.

Multiple devices #

The term “multiple devices” refers to the ability to access the same WhatsApp Business account from different devices (1 phone and 4 different devices). It’s mainly linked to the WhatsApp Business app because it lets you link devices to your account.

Using multiple devices doesn’t give you individual log-ins for your team or permissions for different employees. Its main aim is to give your team more flexibility regarding where they can handle customer conversations.

For example, your team can use a smartphone for customer interactions during off hours. Then, they can use laptops or PCs for interactions during office hours.

This option is available for both the WhatsApp Business app and WhatsApp Business API.

Conclusion #

Setting up multiple users on WhatsApp is possible on both the WhatsApp Business app and WhatsApp Business API. While the app makes it possible by allowing you to link multiple devices to one account, it falls short on individual log-ins, permissions, and centralized management.

The API comes in to save the day by allowing unlimited users and giving you a shared inbox where your team can collaborate.

The WhatsApp Business app is suitable for small businesses, but if your business is growing fast, you’ll need to use the API.

To learn more about the differences between WhatsApp Business app and WhatsApp Business API, read this article.

Frequently Asked Questions #

About the author

Hania Elmessiry

Hania is a content writer with four years of experience, driven by deep passion for writing and reading. She helps B2B companies market their products and boost their sales using one of the most powerful tools of mankind: words. Writing has always been her way of connecting with people, sharing her ideas, and leaving an impact.

@Hania Elmessiry on LinkedIn