How to use WhatsApp Business with multiple users

Communication
August 3, 2021

Managing WhatsApp Business with multiple users can feel like cheating.

You and your team get to divide the workload and help more customers at the same time. Your customers get a fast and personal experience. The best of both worlds, right?

Unfortunately, the regular WhatsApp Business application can only be used by one user at the same time. But as the title of this article suggests, there’s a solution for that.

Over the next few minutes, we’ll break down how you can start using WhatsApp Business with multiple users.

We’ll discuss the following topics:

  • How to use WhatsApp Business with multiple users via the app
  • How to use WhatsApp Business with multiple users via the API
  • Can WhatsApp Business be used on multiple devices?
  • How Hubo manages 1 WhatsApp Business number with 130+ store locations
  • How customer service teams manage WhatsApp Business with multiple agents

Want to get started right away? Apply for a WhatsApp Business API account via Trengo, and start using WhatsApp Business with multiple agents within 10 minutes.

Learn how to use WhatsApp Business with multiple agents.

How to use WhatsApp Business with multiple users via the app

The official WhatsApp Business app was made for small companies with a low amount of incoming messages. For that reason, it’s meant to be accessed by one person.

There is a work-around that allows your team to use WhatsApp Business with a maximum of two users. In this situation, one team member uses your account via the app, the other manages it via WhatsApp Web.

This is the furthest you can push it without using the WhatsApp Business API.

In the near future, WhatsApp will allow its users to log in to one account with up to 4 users at the same time. This feature is currently in beta, but we’ll of course let you know once it’s ready.

How to use WhatsApp Business with multiple users via the API

For companies that want to use WhatsApp Business with more than one or two users, WhatsApp introduced the WhatsApp Business API. With this, you can:

  • Manage WhatsApp Business with multiple users: Assign messages to colleagues, have internal discussions, and help more customers at the same time.
  • Automate conversations: Deploy chatbots, create rules, send quick and auto-replies.
  • Get valuable insights: Monitor the number of conversations, closing times, frequently asked questions, and more.

The API doesn’t come with its own interface. In order to use it, you’ll need a customer service platform such as Trengo. You’re set up in no time:

  1. Sign up for a free trial account.
  2. Connect your WhatsApp Business number to Trengo
  3. Apply for the WhatsApp Business API

You’ll be ready to start using WhatsApp Business with your team in ten minutes.

Adding users

Setting up Trengo to manage WhatsApp Business with multiple agents is easy and fast. Adding a new user, for instance, is done in minutes.

When adding a user, you can give them specific rights, also called ‘staff permissions’. You can choose between four different types:

  • Account admin (can invite colleagues, check the statistics, manage conversations)
  • Supervisor (can manage conversations, view conversation history of contacts)
  • User (can only answer messages that have been assigned to them)
  • Light user (can only assign conversations, but can not answer them)

Assigning conversations to yourself or colleagues

When you have a small team and a relatively low number of incoming WhatsApp messages, you and your team can manually assign messages to each other. This way, messages will never be answered more than once.

Example of managing WhatsApp Business with a team.
Easily assign incoming WhatsApp messages to a colleague or team.

When you have a big team or a high volume of incoming WhatsApp messages, assigning everything manually will become time-consuming. That’s why you can automate this process. With the round-robin rule, all agents in your team get assigned exactly the same amount of messages a day.

Work together on WhatsApp Business conversations with team members

A team that manages WhatsApp Business with multiple agents also needs the ability to communicate with each other. In a shared team inbox solution, this can be done by sending each other internal messages, also called tagging.

An example of teams working together on WhatsApp Business with multiple agents.
Have internal discussions with colleagues right within the WhatsApp thread.

With this, you don’t need to constantly switch back and forth between your WhatsApp messages and your team chat app to talk to your colleagues.

Automate WhatsApp Business conversations with chatbots

Customer service can be an overwhelming job, especially when it’s busy. Before you know it, your response times are getting longer and longer. That’s why a little automation can’t hurt.

In Trengo, you can activate a chatbot that picks up WhatsApp conversations, answers simple questions, and automatically forwards customers to the right colleague.

An example of an automated WhatsApp Business conversation.
Deploy chatbots to reply to frequently asked questions on WhatsApp.

Set auto-replies when no agents are available

Another benefit of using Trengo to manage WhatsApp Business with multiple agents is that you can use auto-replies. Whenever your business is closed and your team isn’t available to answer WhatsApp messages, your customers will receive a message.

Example of an auto-reply on WhatsApp Business.
Set auto-replies for when your team is out of office.

This is an important feature, especially since it’s not possible to ‘close down’ your WhatsApp account outside of business hours. Customers can always send a message, which means there always has to be a response.

Quick replies for your entire team

You can also use Trengo to send quick replies via WhatsApp Business. With a quick reply, you can select standardized answers to questions you get frequently asked. This saves a lot of time. When using WhatsApp Business with multiple users, making use of quick replies ensures that the entire company sticks to the same tone and voice.

An example of a WhatsApp Business conversation with an agent using quick replies.
Use the same quick replies with your entire team.

Can’t decide between the official WhatsApp Business app or the WhatsApp Business API? Have a look at the following chart.

You can easily apply for the WhatsApp Business API in Trengo’s customer service platform.

Try Trengo for free!πŸš€

A shared inbox for teams.

Create Account

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Can WhatsApp Business be used on multiple devices?

Absolutely. The regular WhatsApp Business app is made for small businesses, and therefore not ideal. With the WhatsApp Business API, you can work together with an entire team, with every colleague on their own device.

Below, we’ll explain the differences between the two.

Using the WhatsApp Business app on multiple devices

As stated earlier in this article, your options are limited when you use the regular WhatsApp Business app. If you’d like to use WhatsApp Business on multiple devices in this case, it can only be done by using your account in the following two places at the same time:

  1. The mobile app on your smartphone.
  2. WhatsApp Web in the browser of your desktop.

You can 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.

I know, it’s not much. If you want to be able to access your account on more devices, you’ll need to start using the API.

Using the WhatsApp Business API on multiple devices

When you use the WhatsApp Business API via Trengo, you and your team can use WhatsApp Business on as many devices as you’d like.

Every user will have their own account, on which they can access WhatsApp Business conversations via their phone and desktop, simultaneously.

That’s right. No more need to pass the phone around the office. πŸŽ‰

How Hubo manages 1 WhatsApp Business number with 130+ store locations

Dutch retail giant Hubo has more than 130 store locations spread throughout the Netherlands. All of those stores can be reached via the same WhatsApp Business number on their website.

All incoming messages are then automatically forwarded to the right location.

This means they can communicate one WhatsApp Business number in all of their marketing while making sure that customers get in touch with the right location.

How to manage one WhatsApp Business number with multiple store locations

If you want to offer the same service as Hubo, take the following steps:

  • Connect your WhatsApp Business number to Trengo.
  • Activate the location finder to make sure that messages end up at the right store locations.
  • Communicate the WhatsApp Business number in all your marketing.

How customer service teams manage WhatsApp Business with multiple agents

Over the past couple of years, WhatsApp Business has turned into one of the most important customer service channels.

Trengo makes it easy for customer service teams to manage WhatsApp Business with multiple agents. Here’s how:

  • One overview for all your channels: You can connect all your communication channels, such as email, live chat, and WhatsApp Business to Trengo. By managing all your channels in one view, your team will save a lot of time.
  • Collaboration: Internally discuss a customer question with a colleague, right inside of the WhatsApp Business messaging thread.
  • Customer profiles: By creating customer profiles, you can easily find all the conversations you had with one customer via all channels. This makes it easy to pick up where your team member left off.
  • Quick replies: By using the same quick replies, you and your team members will always use a similar tone of voice.

How car dealership Muntstad’s team offers fast and efficient service via WhatsApp Business

A while ago, we spoke to one of the biggest car dealerships in the Netherlands about how they use WhatsApp to offer service.

They get about 900 new inquiries via WhatsApp Business every month. By adding WhatsApp Business as a chat on their website, customers can always reach them.

Muntstad is a big company, with multiple customer-focused teams. Instead of having to check every incoming message and manually forward it to the right team, they have automated this process in Trengo.

They have created rules that automatically label incoming WhatsApp messages, based on certain keywords. An example of a label that they use is ‘after-sales inquiry’. Messages with this label can then be picked up by the after-sales team.

Read more about how Muntstad offers customer service via WhatsApp Business

Start managing WhatsApp Business with multiple agents

Ready to get started with the WhatsApp Business API? With Trengo, you can start managing your WhatsApp Business messages with multiple agents in no less than ten minutes after signing up.

You can try it out for 14 days, completely free of charge.

Try Trengo for free!πŸš€

A shared inbox for teams.

Create Account

More than 20.000 companies preceded you.

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