How to Use WhatsApp Business With Multiple Users

Running a business often means more than one person needs access to customer conversations. Whether you run a small shop or a growing company, managing WhatsApp Business with multiple users is a challenge many owners face. This guide explains how you can use WhatsApp Business with several team members, the official limitations, and practical workarounds to keep your customer service seamless.

Why Businesses Want Multiple Users on WhatsApp Business

WhatsApp has become one of the most important communication tools for UK businesses. Customers expect quick replies, appointment confirmations, and updates in real time. If only one person has access to the account, things can quickly fall behind. By enabling multiple users, you can:

• Share the workload across your team.
• Provide faster responses during peak times.
• Ensure coverage when one member is away.
• Keep communication organised within one business number.

Can You Use WhatsApp Business With Multiple Users?

The short answer is yes, but with limitations. WhatsApp offers two main products:

1. WhatsApp Business App: Designed for small businesses. It allows one phone number, one smartphone, and up to four linked devices through WhatsApp Web or the desktop app. This means you can technically have five users (one on the primary phone and four on linked devices).
2. WhatsApp Business Platform (API / Cloud API): Built for larger businesses, this integrates with third-party software and customer relationship tools. It allows many agents to manage conversations at the same time, but it requires setup through a WhatsApp Business Solution Provider.

Using the WhatsApp Business App With Multiple Users

Primary Device and Linked Devices

The simplest option is using the WhatsApp Business app with linked devices. One team member uses the main phone, while up to four others connect through WhatsApp Web or the desktop app.

• Android: Open WhatsApp Business → Tap the three dots → Linked devices → Link a device.
• iOS: Open WhatsApp Business → Settings → Linked devices → Link a device.
• Web/Desktop: Visit web.whatsapp.com or download the desktop app. Scan the QR code using the main phone.

This setup is ideal for small teams but comes with restrictions: all linked devices depend on the main phone account. If the phone loses internet, linked devices may struggle to stay connected.

Setting Up WhatsApp Business on Multiple Phones

A common question is whether you can install WhatsApp Business on two smartphones with the same number. Unfortunately, WhatsApp does not allow this natively. You can only have one active phone session per number.

However, there are workarounds:

Use linked devices for extra access instead of trying to register the same number twice.

Consider a virtual mobile number from providers like gosimless to create dedicated accounts for different teams. This way, sales, support, or admin can each have their own verified WhatsApp Business line.

Managing Conversations Across Users

Android and iOS Tips

On mobile, messages appear in the same chat history, regardless of which device replies. To manage multiple users efficiently:

• Assign roles: For example, sales handle new enquiries while support manages ongoing issues.
• Use labels: WhatsApp Business lets you tag chats with labels such as "New lead", "Pending payment", or "Support request".
• Enable quick replies: Store canned responses to maintain consistency across different staff.

WhatsApp Web and Desktop

For teams using laptops in the office, the desktop app is a convenient way to type faster and manage media. Staff can:

• Reply quickly using a keyboard.
• Upload documents and images stored on their PC.
• Stay logged in for long sessions without draining a phone battery.

What About the WhatsApp Business API?

If your business needs more than five users, the WhatsApp Business API (also called the Cloud API) is the scalable option.

• Unlimited users: Customer messages can be routed to multiple agents simultaneously.
• Integration with CRM tools: Connect with platforms like HubSpot, Zoho, or Salesforce.
• Advanced automation: Use chatbots for FAQs or after-hours responses.
• Reporting features: Track performance, response time, and customer satisfaction.

Setting up the API requires a verified business number, usually provided by a WhatsApp Business Solution Provider. This is a paid solution but ensures enterprise-level scalability.

Using Virtual Numbers to Streamline Multi-User Access

One of the biggest hurdles is verification. WhatsApp requires each account to be tied to a phone number. This is where UK virtual mobile numbers from gosimless make a difference.

• You can verify multiple WhatsApp Business accounts using different virtual numbers.
• Departments can each have their own WhatsApp number (e.g., sales, customer support, delivery).
• Remote staff can be added without needing extra SIM cards or phones.
• Virtual numbers remain accessible even if you switch devices, making management simpler.

This approach keeps communication professional and ensures that no one uses their personal number for business.

Best Practices for Businesses Using Multiple Users

1. Centralise communication: Decide who manages new enquiries and who handles follow-ups.
2. Train your team: Consistency matters; ensure staff use the same tone and templates.
3. Use labels and quick replies: Keep chats organised and professional.
4. Consider growth early: If you anticipate more than five users, plan for the API or multiple virtual numbers in advance.
5. Protect data: Regularly back up chats and ensure devices are secured with passwords.

Making Multi-User WhatsApp Business Simple

WhatsApp Business is powerful, but it wasn't originally designed for multi-user teams. Small businesses can manage with one phone and linked devices, while larger organisations may benefit from the API.

For UK companies looking for flexibility, gosimless UK virtual mobile numbers provide a straightforward way to create and manage multiple verified accounts. Whether you have two users or twenty, this ensures your business stays responsive, professional, and always available to customers.

Frequently asked questions