How to use the same WhatsApp Business Account on multiple devices: A detailed guide

updated on 11 January 2022

Finding it difficult to answer every customer query on WhatsApp using just one or two devices? Do you want to run WhatsApp Business on Multiple devices?

Answering every query with the same attention isn’t possible for one person. While WhatsApp is a great place to market your business, you cannot use WhatsApp Business on multiple devices.

If you’re one such business facing a similar crisis, we are here to help!

Stay with us and by the end of this blog, you’ll have learnt:·

  1. How to run WhatsApp Business on multiple devices
  2. What is WhatsApp Business API? How can you use WhatsApp Business API for multiple devices?
  3. Operating WhatsApp Business API through AiSensy

So, let’s get started!

WhatsApp Business App or WhatsApp API?

Consider that you have 400+ pending customer messages on WhatsApp. Would you be able to provide satisfactory answers to all these customers yourself?

Obviously not!

That’s why it’s critical you choose between the two: Business App or WhatsApp Business API!

WhatsApp Business App

The Business App allows you to create a free business account, accessible only through one smartphone and one PC. This is effective for small businesses with potentially fewer volumes of messages.

WhatsApp Business API

WhatsApp Business API was launched back in 2018 by WhatsApp for medium to large enterprises to allow businesses to grow using WhatsApp.

With WhatsApp Business API, you don’t need to worry about the 256 contact broadcast limit, single device limit that you’ll find on WhatsApp Business App. WhatsApp provides these 2 basic features with WhatsApp Business API:

  • Send messages to up to 1,00,000 unique users every day
  • Provide live customer support to users in a 24-hour chat window

However, that's not the end to it!

Since WhatsApp doesn't provide an interface for the API, you'd need a WhatsApp Business API provider to access the API. Here are the features of the official WhatsApp Business API based platform AiSensy:

  1. WhatsApp Broadcast to up to 1,00,000 unique users
  2. WhatsApp Chatbot integration for 24x7 customer support
  3. Multiple live human chat support on unlimited devices
  4. User-friendly & easy to use Interface

To know more about WhatsApp Business API Use Cases, click here

Here's how the WhatsApp Business app differs from WhatsApp Business API based platform AiSensy.

WhatsApp Business App Vs WhatsApp Business API<br>
WhatsApp Business App Vs WhatsApp Business API

Operating WhatsApp through Business App

The Business application fits the needs of individuals and small businesses with comparatively lower volumes of messages. It's a free-to-use application for anyone and everyone who wishes to take their business online through WhatsApp.

With WhatsApp Business App, you get to share WhatsApp broadcast to up to 256 people, upload images of your products and services and have 1:1 conversations with your customers. You can use the app on 2 devices: smartphone and WhatsApp Web.

However, there's no provision for Chatbot Integration, CRM integration & other advanced features included in WhatsApp Business API based platform AiSensy.

Operating through WhatsApp Business API with AiSensy

WhatsApp Business API allows enterprise-level businesses to manage customer support and boost conversions & business growth on WhatsApp. With the Business API, businesses can share WhatsApp Broadcast to up to 1,00,000 users & provide live chat support to users in a 24-hour window.

WhatsApp Business API fits the needs of startups & medium to large segment businesses, with huge volumes of incoming messages on a daily basis.

To get started with AiSensy, click here

We hope this helped make the right choice between WhatsApp Business App and WhatsApp Business API. For a more detailed comparison between Business App and WhatsApp API, click here

While WhatsApp doesn’t allow multiple users to operate on Business App, there are some tricks you can use to your benefit. Here’s how WhatsApp Business can be used on multiple devices by multiple users at the same time.

Clever hacks to run WhatsApp Business on multiple devices (for small businesses)

Here’s how you can use WhatsApp for multiple users with the Business application:

WhatsApp Web

Just like the global version, WhatsApp Business is also accessible via WhatsApp Web. Through this, you and one other member of your team can access WhatsApp Business. Follow these steps to access WhatsApp Business on your pc or laptop:

1. On your pc or MacBook, open the webpage:

2. Pick your phone and click the three white dots. Click on WhatsApp Web.

3. Choose 'Link a device' and scan the QR code on your PC screen to connect your WhatsApp Business account.

You'll now be able to use WhatsApp Business on multiple devices (One smartphone and one PC or laptop)

Mobile Browser

There’s another way for you to access WhatsApp Business on a third device. Follow these steps to access the app on another mobile device:

1. Open any browser on your mobile phone and access the webpage: ‘

2. Under browser settings, click the ‘Desktop site mode’ option to view it in desktop mode.

3. Now verify the QR code and operate the Business App on a third device.

With this method in act, you'll be able to use WhatsApp for multiple users on a total of 3 devices.

The only down-point of this technique is that you’d need to constantly zoom in and out on your mobile screen to view chats.

That’s how you run WhatsApp Business on multiple devices.

But, what if you are a medium or large business owner with message queries in thousands?

We’ve already established that for such businesses, WhatsApp Business API is the solution.

Let’s discuss how you can efficiently utilize WhatsApp Business API to use WhatsApp for multiple users.

WhatsApp for multiple users via WhatsApp Business API (Medium & Large Enterprises)

If you’re a medium or large business, WhatsApp Business API is the perfect solution to use WhatsApp Business on multiple devices. To get WhatsApp Business API, you need to choose a partner approved by WhatsApp such as AiSensy to get started.

Once you connect to a WhatsApp Inbox system such as AiSensy, you can use WhatsApp for multiple users by adding team members & assigning them roles.

Here’s how to add & assign roles to multiple users:

Agent Page View in AiSensy App<br>
Agent Page View in AiSensy App
  • Sign up with AiSensy & create a free account. Generally, it takes 2-3 days to get your Business API approved with Ai Sensy’s support team
  • Once the setup's in place and you've got the nod from WhatsApp, go to settings & add users in the AiSensy App
  • Add users & assign them suitable roles- there are three types of roles (as visible in above image): owners having full control, managers with control of everything except a few critical functions and agents with access to answering messages.
  • Once you assign roles, your support team of agents & managers will be able to reply to customer queries from different devices with just one number. There won’t any problems such as getting disconnected or logged out of WhatsApp Web.

How to reply to user queries via AiSensy App?

Now that you've your agents set,  let's discuss how your agents will be able to respond to user queries via WhatsApp. The AiSensy App organizes all chats efficiently into 3 different Chat columns: Requesting, Active & Intervened Chats.

Active Chats- All the chats that are been done by the WhatsApp chatbot come under Active Chats in the AiSensy platform. The chats here means they don’t require any human agent intervention as they are perfectly handled by the chatbot itself. Also, if any new user initiates a chat with the business or replies to a message, the chat appears under the Active Chat section. Consider you have an incoming active chat handled by Chatbot. Here's how it'll appear:

Untitled design(4)-4pbp9

As you can see, a user sent a message & immediately the chatbot replies with an automated message. But, what if the user doesn't find the answer to their query via Chatbot Intervention? They can request Human Intervention which is our next chat.

Requesting Chats- Whenever there is a query that the chatbot isn’t able to solve or if they want to speak to a human agent, the chat goes from Active Chats to Requesting Chats. All the chats in this section basically mean they are waiting and need human agent intervention to get their unresolved query solved. Also, all these requesting chats come on the top bar as well so that it is instantaneously seen by the agents. The chatbot is still active and running in Requesting Chats.

Untitled design(19)-pgq31

Since the user didn't find the answer to their query via Chatbot, she has requested to talk to a human or your agent. This is where intervention is required on your agent's part. Coming to the next chat- Intervened Chats.

Since the user didn't find the answer to their query via Chatbot, she has requested to talk to a human or your agent. This is where intervention is required on your agent's part. Coming to the next chat- Intervened Chats.

Intervened Chats- Once the Requesting Chats are intervened, they go from Requesting Column to Intervened Column. Here, the chatbot is no more active and it has become a pure Live Chat system. The Agents can reply to the user’s query and once they are done, they just need to click on the ‘Resolve’ button on the top to transfer the chat again to the chatbot. This brings the chat back in the Active column. Similar to Requesting Chats, Intervened Chats also stays in the top bar as well.

Untitled design(20)-523ci

When an agent clicks on 'Intervene Chat', it activates the Live Chat Textbox using which they can have a 1:1 conversation with the user. They can send any message to the user including images, text, videos, files etc to answer the user's query.

That's how you use WhatsApp for multiple users with AiSensy.

But, customer support can be overwhelming, especially on a platform such as WhatsApp. Since customers can contact you at any time of the day, your agents must be prepared 24x7 to tackle their queries. Right?

You don’t exactly need to do that! That’s where WhatsApp Chatbot comes in.

Automate queries with smart WhatsApp Chatbot

It is impossible to have live 24x7 human-agent support to customers having repetitive queries. That’s why you have the option of automating certain repetitive queries by placing a WhatsApp Chatbot within the system. Queries like product details, price, features and more can be fed into the system and answered intelligently by the WhatsApp Chatbot to customers.

AiSensy App allows you to integrate a WhatsApp Chatbot in a single click through which you can send images, docs, videos and more in a smart automated manner to drive sales & support. 

Here's what you can achieve with Google Dialogflow Chatbot supported in AiSensy Platform:

  • Google Dialogflow Chatbot is a Natural Language Processing Chatbot through which you can answer customer queries just like a human agent.
  • Provide 24x7x365 Customer Support
  • Automate answers to generalized queries with 1-9 FAQ Bot
  • Automate product details, course details, event details, collect feedback from users & generate leads.
  • Collects important user attributes necessary to understand user intent.

Below is an example of how WhatsApp Chatbot acts whenever a user sends you a message on your WhatsApp Business API number. 

Untitled design(21)-onbso

As you can see, when the user sent a 'Hey' message, the Chatbot automatically replies with an automated message fed into their system. Conclusion

That covers just about everything you need to know to use WhatsApp for multiple users.

By using these tips, you can use WhatsApp on multiple devices or use WhatsApp Business API with Ai Sensy's WhatsApp Marketing platform.

The better the consumer experience, the better will be your sales & brand identity. With AiSensy, you can boost your ROI up to 10x. Don't believe us? View these case studies and see how our clients boosted their sales by more than 10x.

In this blog you learnt:

  • Different ways to use WhatsApp for multiple users.
  • How to manage multiple users through WhatsApp Business and WhatsApp Business API.
  • Strategies to manage multiple users with WhatsApp Chatbot
  • Lastly, you learnt about Ai Sensy platform’s capability of WhatsApp for multiple users

We hope this blog covered all your queries. If it did, make sure to share it with others who’ll benefit from this blog.

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