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 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 an idea of which WhatsApp product is suitable for your business.
In the next section, we’ll dive deeper into the details of using the WhatsApp Business App or WhatsApp API with multiple users for your business.
WhatsApp Business Multiple Users: WhatsApp Business App for Micro-Small Businesses
While WhatsApp Business App is free and easy to set up, WhatsApp actually designed the feature and capabilities for smaller businesses in mind.
You could only use the WhatsApp Business app on a maximum of two devices at the same time. But you cannot use the WhatsApp Business app on two phones. This means you can only use WhatsApp Web or Desktop as an extra device when connected to your phone.
For micro-small businesses, having 2 devices connected to one number is sufficient. But only if your team size stays the same. As your business expands, you’ll soon encounter problems with using the app 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
Because of these reasons, soon you’ll need a more sophisticated platform like WhatsApp API to scale and manage your teams, messages and customers more effectively.
WhatsApp Business Multiple Users: WhatsApp API for SMEs & Large Businesses
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.
However, these additional features are only available to WhatsApp API accounts when connected to a Messaging Inbox like respond.io.
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 Basics and Overview
To help you familiarize yourself with how WhatsApp API works, here are some basic things you need to know about WhatsApp API:
- It has a 24-hour messaging window
- It has an associated cost
- You need to apply for an account and undergo an approval process
In the next section, we’ll elaborate and explain each point in detail.
WhatsApp Business on Multiple Devices: WhatsApp API Messaging Window
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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