WhatsApp Multiple Users: What It is and How to Use It for Business

Some WhatsApp users feel that accessing the instant messaging application from only one device is not enough. Especially for business needs with many admins to respond to all customer messages.

Therefore, using a WhatsApp Business account can be the right solution. This is because WhatsApp Business can be used for Multiple Users on many devices at once.

However, WhatsApp limits the use of one WA number for many admins. As a result, businesses must repeatedly verify so that admins can work simultaneously.

A WhatsApp Business account with many admins can be blocked when repeated verification occurs or after switching devices too frequently.

This will not happen if you use WhatsApp Business API. This is because WhatsApp Business API has a multi-user feature that can be used by unlimited admins on multiple devices simultaneously.

Learn more about WhatsApp Business Multiple Users in the Mekari Qontak blog below!

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What is WhatsApp Multiple Users?

WhatsApp Business Multiple Users is the use of one WhatsApp number for many admins or agents. This means that one WhatsApp Business account can be accessed by multiple CS or admins through different devices at the same time, allowing faster customer responses.

WhatsApp Business Multiple Users has the capability to store conversation data automatically even when the main device is not connected to the internet. Incoming data will be stored in one integrated panel.

In addition, WhatsApp Multiple Device does not require re-verification permission to the main device each time it is used on a different device.

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Why Do Businesses Need WhatsApp Business Multiple Users?

The reason businesses need to use WA multi-user is that it allows communication with customers using only one number. Customers also find it easier to identify how to contact your business.

In addition, there are several other reasons your business should use WhatsApp Business, including:

• A fast solution to reply to all incoming messages with many admins or customer service agents active simultaneously.
• Agents or customer service can directly offer customers your products as solutions to their problems.
• Assigned admins can send reminder messages to customers to continue conversations, payments, or other pending stages before they expire.
• Before ending a conversation with customers, agents can ask several questions, such as evaluating service quality or other feedback without hassle. The collected feedback will help you develop business strategies.
• A WhatsApp Business account with multiple agents that can be used by many CS simultaneously. This means more customer requests can be resolved, including buying and selling transactions.

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For Small Businesses: WhatsApp Business

For micro-small businesses, WhatsApp Business offers the convenience of linking your account to up to five devices, including one primary phone and four additional devices. This setup is particularly beneficial for businesses with small teams.

Furthermore, WhatsApp introduced the WhatsApp Business Premium paid plan, catering to Android users in specific countries and allowing the internet to up to 10 devices.

This plan is valuable for expanding micro-small businesses seeking to enhance their customer support capabilities.

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For Larger Businesses: WhatsApp Business API

Larger businesses dealing with higher message volumes and larger teams will find solace in the WhatsApp Business API.

This robust solution boasts features like WhatsApp Business Multi-Device, enabling efficient management of customer interactions without any hindrances.

Remember that exclusive features like messaging inbox and API connectivity are accessible solely through WhatsApp API accounts.

Thus, selecting the appropriate WhatsApp product based on your business size and requirements is paramount.

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Category	WhatsApp Business Account	WhatsApp Business Premium (Paid plan)	WhatsApp Business API
Number of Devices Supported	Up to 5 devices, including 1 phone and 4 additional devices	Up to 10 devices (Only available for Android users in certain countries)	Multiple devices without limitations
Suitable for	Micro and small businesses with a small team size	Micro and small businesses with a small team size	Larger businesses with teams of agents and a high volume of messages

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WhatsApp Business Features

In addition to WhatsApp multiple users, WhatsApp Business also has other features that support business activities. This helps improve communication with customers and optimize sales.

The following are supporting features of WhatsApp Business:

1. Quick Reply

The quick reply feature helps users respond to customer messages automatically. Therefore, users need to set up this feature to provide simple responses such as greetings, thank-you messages, or answering FAQs. 

Unfortunately, the quick reply feature in WhatsApp Business is very limited in capability.

2. Business Profile

WhatsApp Business also has a feature that allows users to display their business profile. The goal is to help customers recognize the business more easily. 

The information that can be included in the business profile includes: contact details, address, operating hours, short bio, status updates, and product catalog.

3. Labels

WhatsApp Business users can add labels to customers. This label feature functions to group customers based on certain categories. 

For example, new customers, need to pay, or waiting for product delivery. This makes it easier for businesses to follow up with those customers.

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How to Use WhatsApp Multiple Users

There are two different ways to use WhatsApp Multi Users, that is through WhatsApp Business and WhatsApp Business API.

Usually, the WhatsApp Business application is intended for small companies. Meanwhile, WhatsApp Business API is widely used by medium to large-scale companies. Learn more in the review below:

1. How to use WhatsApp Multiple Users in the WhatsApp Business Application

WhatsApp offers various features to make it easier for businesses to communicate with customers. One of them allows users to access one WhatsApp accounts by 2 different people at the same time. The method is simply by changing WhatsApp Business settings to multi-device beta.

In its latest development, WhatsApp released a multi-device beta version that allows WhatsApp Business to be used on 2–5 devices from 1 phone + 4 additional devices for each number. 

In addition, you can still access WhatsApp Business on additional devices without needing to keep your phone connected.

Meanwhile, the login process for WhatsApp Business with many admins is very easy and only takes a few minutes as follows:

a. WhatsApp Multiple Users users on Android:

1. Open your WhatsApp Business Application
2. Tap the More Options icon with 3 vertical dots
3. Press Linked Devices
4. Press Multi-Device Beta
5. Click Join Beta.

b. WhatsApp Multiple Users users on iPhone.

1. Open WhatsApp Settings.
2. Click Linked Devices.
3. Click Multi-Device Beta
4. Click Join Beta.

2. How to use WhatsApp Multiple Users in the WhatsApp Business API Application

Meanwhile, for larger businesses with high message volumes, more admins are needed to respond quickly. In addition to responding to all messages, you also need to track team workload and performance to ensure everything runs smoothly. 

All of this can be done if you use the WhatsApp Business API Feature from Mekari Qontak.

WhatsApp Business API gives you the flexibility to access one account with unlimited admins. Therefore, this type of WhatsApp application is very suitable for medium to large companies that have many customers.

The following are the steps to use WhatsApp Multiple Users in WhatsApp Business API: 

1. Partner with the best official WhatsApp Business API partner in Indonesia like Mekari Qontak.
2. Register for Facebook Business Manager account verification by providing data such as company name, website URL, industry, operational area, and others.
3. Choose the number to be registered as a WhatsApp API account. Then complete the WhatsApp API profile with your business information.
4. Log in to the Mekari Qontak Chat Panel to start using WhatsApp multiple users.
5. Set Chat Assignment to manage online status from the top of the panel.
6. You can start WhatsApp Business Multiple Users to respond to customer messages.

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Advantages of Using Multiple Users in WhatsApp Business API

The advantage of using WhatsApp Business Multiple Users is the ability to serve many customers faster. It also makes it easier for customers to contact the business because only one customer service number is provided.

WhatsApp Business API is widely used by companies because it provides many advantages. In addition to multiple users, this software also offers other benefits such as:

1. Active Service for 24 Hours

WhatsApp API has a messaging window. Each time a customer sends an incoming message, this messaging window is automatically active for 24 hours starting or restarting. Within this message window, businesses can reply freely.

2. Save Operational Costs

For WhatsApp API pricing, businesses do not pay WhatsApp directly. Instead, you will pay the WhatsApp Partner according to their pricing.

Meanwhile, the Partner pays WhatsApp for each Message Template following the Standard Rates set by WhatsApp. For more detailed information, you can contact the Mekari Qontak.

3. Virtual Assistant Chatbot

The chatbot feature in WhatsApp Business API can act as a virtual assistant. This is because of its ability to reply to messages automatically within seconds. 

Not only that, chatbots can also respond to many customer messages simultaneously.

4. Blue Tick to Increase Credibility

WhatsApp API is equipped with a blue check mark on your business WA account. This mark shows your account has been verified or proven to be a business. This can increase your business credibility in the eyes of customers.

5. Send Unlimited Blast Messages

Another advantage of WhatsApp API is that you can send unlimited mass messages through the WA blast feature. Your messages will still be received even if the destination number does not save your contact. 

This can be used to distribute promotional messages to many customers at once.

6. Can Become a Customer Service System

WhatsApp Business Multiple Agents only uses one number for various needs, ranging from customer service ticketing, reminders and payment confirmations, OTP, tracking purchases and shipments, to other notifications.

This is very useful for CS in serving customers. Customers also do not need to be confused about which number to contact the business.

7. Fast Customer Service

WhatsApp Multiple Device is the best solution for businesses that have many customers. Businesses can add unlimited CS admins with WhatsApp Business Multiple Agents, so the responses given are faster.

Incoming messages will also be centralized in one platform, reducing overlap of the same requests.

8. Fair Distribution Among Admins

WhatsApp Multiple Device will channel incoming messages into a multi-channel chat panel. Then the messages will be received by customer service agents.

Agent allocation settings are carried out fairly according to their capacity either manually or automatically through round robin. This ensures no agent is overwhelmed handling incoming messages.

9. Database Automation

WhatsApp API Multiple Users is equipped with advanced features where incoming messages are stored automatically. They do not need to perform data backup or synchronize conversation history between each other.

10. Agent and Message Performance Reports

WhatsApp Business Multiple Users automatically updates data in real time such as total conversations conducted, average agent response time, and so on. 

This makes it easier for businesses to assess customer service KPIs, each agent’s performance, and develop strategies to improve conversations better.

11. Ease of Integration

WhatsApp Business Multiple agents can be connected with other popular chat applications, such as Telegram, Line, and Facebook Messenger. This helps businesses create seamless interactions with customers. 

All conversations can be viewed on an interconnected interactive dashboard.

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Disadvantages of Using Multiple Users in WhatsApp Business

Although the WhatsApp Business Application is free and easy to set up, WhatsApp is actually designed with features and capabilities for small businesses in mind.

Therefore, you can only use this WhatsApp Business application on two different devices. However, you cannot use the WhatsApp Business application on two phones simultaneously.

In addition, there are still disadvantages of using WhatsApp Multiple Users in linked WA Business that affect your business development as follows:

1. Do not know who sends or replies to messages
2. Difficult to track agent workload or performance
3. Cannot ensure all contacts have been responded to

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WhatsApp Multiple Users Real Cases

Here are some examples and actual use cases of WhatsApp’s multiple users in some businesses:

1. Streamlining Student Inquiries at Maranatha University

Maranatha University, facing challenges in managing student admissions due to limited resources, utilizes Qontak’s WhatsApp multiple users feature.

Centralizing inquiries through an official WhatsApp number allows the university to manage multiple admins, allocate agents effectively, and provide timely responses to prospective students.

This solution enhances the admission process, ensuring quick and accurate information dissemination and ultimately increasing successful enrollments.

2. Enhanced Parent-School Communication at GIS Jakarta

GIS Jakarta optimizes parent-school communication using Qontak’s WhatsApp business multiple users feature.

Through a centralized WhatsApp number, the school manages inquiries from parents and students efficiently.

Not only that, with Qontak’s Chatbot, GIS Jakarta also directs questions to the appropriate divisions, reducing agent workload and allowing personalized support for unique concerns.

This approach leads to faster response times, higher customer satisfaction, and efficient allocation of customer support resources.

3. Efficient Student Support at IALF Language Center

IALF Language Center enhances student support by adopting Qontak’s WhatsApp business multiple users feature.

With a centralized official WhatsApp number, IALF quickly responds to inquiries from prospective and current students.

IAlF also uses Qontak’s Chatbot to assist with common questions, allowing agents to focus on personalized assistance.

4. Streamlined Admissions at UGM DPP

UGM’s Directorate of Education and Teaching (DPP) employs Qontak’s WhatsApp multiple-user feature to streamline student inquiries during admissions.

UGM DPP effectively manages high volumes of inquiries by centralizing inquiries through an official WhatsApp number.

UGM DPP also uses Qontak’s Chatbot aids in handling common questions, and tagging allows for refined FAQ creation.

Real-time monitoring ensures prompt responses and enhances the overall inquiry management process, leading to faster response times and increased student satisfaction.

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Get the Best WhatsApp Business Multiple Users Now!

You can fully take advantage of WhatsApp Business Multiple Users once your business has set up the WhatsApp Business API. To get started, you can partner with an official WhatsApp API partner in Indonesia, such as Mekari Qontak, as an official WhatsApp Business API partner.

Mekari Qontak helps businesses obtain WhatsApp Business API easily. Qontak is also integrated with an omnichannel CRM that connects with other technologies. This helps your WhatsApp Business Multiple Agents work seamlessly in providing customer service.

In addition, Qontak has been trusted by more than 3000+ companies to handle communication and customer relationships. Qontak is also ISO 27001 certified to ensure customer data security.