If you’re running a business today, no matter the size, connecting with your customers on platforms they already use is very important. For many, WhatsApp is the preferred channel. However, when you have several team members needing access to chat with customers, a common question comes up:
Can multiple users use WhatsApp Business at the same time? Yes, but the answer depends on how you’re using it.
In this blog, we will break down the various ways to use WhatsApp Business with multiple users, through WhatsApp Shared Inbox and more. Let’s get into it.
WhatsApp Multiple User Overview
Managing WhatsApp Business with multiple users depends on whether you use the standard App, WhatsApp Business Premium, or the API with a third-party platform.
For Small Teams:
The App and Premium versions support 5 to 10 devices, ideal for basic chat handling with tools like quick replies and labels. However, they lack advanced features like chat assignment, roles, and reporting.
For Larger Teams:
The WhatsApp Business API, integrated via platforms like ControlHippo, offers shared inboxes, unlimited users, automated routing, CRM integration, and detailed analytics. It is perfect for managing high message volumes and complex workflows.
At A Glance: WhatsApp Business Options
The best solution depends on your team size, customer volume, and workflow needs:
| Solution | Best For | Max Devices | Key Features | Limitations |
|---|---|---|---|---|
| WhatsApp Business App (Free) | Solo users, micro businesses | 5 (1 phone + 4 linked) | Basic automation, multi-device access | No chat assignment, no roles, no analytics |
| WhatsApp Business Premium | Small businesses | 10 devices | Chat assignment, enhanced links | No CRM, only 1 phone, limited rollout |
| WhatsApp Business API (with a platform like ControlHippo) | SMBs, mid-sized & enterprise | Unlimited | CRM integration, automation, chat routing, analytics | Requires setup via a third party, not plug-and-play |
WhatsApp Business Multiple Users for Micro & Small Businesses via App
If you are a micro or small business, you have been using multiple WhatsApp Business accounts. It is a useful tool for small businesses. You can respond to customers without the complexity of a full-on system. And, the app allows access from more than one device.
Using the standard WhatsApp Business App, you can have:
- 1 phone as your primary device
- multi-user login up to four devices, like desktops or tablets
That’s a total of 5 devices you can use WhatsApp Business simultaneously as a multi-device functionality.
If you want to upgrade to WhatsApp Business Premium, linking multiple devices up to 10 becomes easy. It gives your team greater flexibility as you continue to avoid switching to the API version.
So, for small businesses looking to support the free WhatsApp Business app for multiple users, the app is a great starting point, particularly if you have an acceptable volume of customers.
Limitations of the WhatsApp Business App
Despite the multiple benefits it provides, there are some limitations to the WhatsApp Business App, including:
- Limited Device Support: 5 devices with the free version, 10 with WhatsApp Business Premium using the same phone number, yet still not enough for larger teams.
- No Role-Based Access: Everyone logged in to the account sees the same thing. No Admin controls or separation of agents.
- No Internal Collaboration: You can’t assign chats, leave notes, or see who replied.
- Limited Automation: You won’t be able to auto-assign chats, define routing rules, or use chatbots.
- No Reports or Analytics: You cannot track how many messages each agent handled, their response times, or performance data.
If you are rapidly expanding or really want to manage your customer service professionally, this may not be the best choice for you.
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Empower your team to manage customer conversations efficiently from a single WhatsApp Business account.
How To Use WhatsApp Business App For Multiple Users?
Even so, if you’re using the app and want to have it for multiple team members, here’s how to do it:
Step 1: On your phone, open WhatsApp Business and go to WhatsApp settings
Step 2: Select the 3-dot menu ? Linked Devices
Step 3: Scan the Apple/Android companion phone QR code with your primary phone.
- Android primary phone: Tap Linked devices, then click Link a device.
- iPhone primary phone: Go to WhatsApp Settings, then go to Linked Devices then click Link a Device
Quick Tip
- Train Your Staff about Etiquette
Use labels to sort chats, pin those important conversations, and keep the tone of the replies consistent.
- Use Quick Replies and Greetings
Pre-set common replies and automatic greetings for efficiency. This method works well if you have a small, focused team. It’s not perfect, but it gets the job done for businesses just starting.
Premium allows you to use up to 10 devices and offers features like chat assignments and better tools for the web.
But still limited:
- Only one phone per account.
- No CRM integration.
- Not yet widely available.
WhatsApp Business Multiple Users for SMBs, Mid-Size & Enterprises via API
If your organization has more than 5-10 team members, serves hundreds of customers every day, or you want a more corporate identity, it’s time for your marketing and sales teams to start using the WhatsApp Business API.
The API is designed to scale your operations, unlike the app. According to Meta’s official WhatsApp Business API documentation, it supports advanced features like automation, CRM integration, and multi-user access.
With the API, you can:
- Have an unlimited number of WhatsApp Business users
- Add agents from all departments to your organization
- Integrate it with CRMs and helpdesk technology
- Set automated replies & chatbots, and routing rules
- View performance stats and historical conversation logs
This layout is optimal for medium and large companies that want to have multiple user access with WhatsApp Business while managing it all efficiently and measurably.
WhatsApp Multi Agent: Everything You Need to KnowWhatsApp Business API: For Growing Teams & Enterprises
The WhatsApp Business API is the most scalable option if you are an SMB- or corporate-sized company. It offers unlimited users and unlimited capabilities, but requires a trusted third-party platform like ControlHippo to manage it.
What you get:
- Team Management: Add as many users as you’d like, assign roles and permissions, and create teams.
- Shared Inbox: A single inbox where all agents can see and respond to customer messages..
- Smart Routing: Automatically assign messages to the right agent.
- Automation: Chatbots, AI prompts, quick replies.
- CRM Integration: Sync contacts, keep track of chats, and manage leads.
- Analytics: Report on response times, customer inquiries, agent activity, and chat volume.
- Security: End-to-end encryption, user roles, and access permissions.
How To Use WhatsApp Business Multiple Users Using API?
To begin with the API, you are required to use a WhatsApp Business Solution Provider. One of the best and simplest interfaces to consider is ControlHippo. It will make the process seamless and easier, even if you are technically sound.
Here’s how you can integrate WhatsApp Business API with ControlHippo:
Step 1: Log in to the ControlHippo web app and go to the Channels page. Click Get Started under WhatsApp Business API.
Step 2: Review the instructions and click Connect. Accept the terms, then sign in with your Facebook Business Manager credentials.
Step 3: Complete your business details, choose the Meta account, and verify your WhatsApp Business number using the 6-digit code sent to your phone.
Here’s how you can invite users to ControlHippo:
Step 1: Log in to your ControlHippo Account.
Step 2: Click on the settings from the side menu bar then click on users.
Step 3: Click the Add User button in the top-right corner.
Step 4: On the new page, enter the email address of the user you want to invite.
Note: If your account already has a number added, one number will automatically be assigned to the new user.
Step 5: You can change or allocate a different number to the new user before clicking Submit.
Step 6: After submitting, you’ll see a success message, and the new user’s status will be shown in the system.
This way, you can efficiently manage multiple WhatsApp Business accounts and team roles without any confusion.
- Using the free app for large teams leads to chat chaos
- Not training staff on message tone and etiquette
- Forgetting to back up chats when switching numbers or devices
- Choosing a third-party tool without checking the Meta partnership status
Conclusion
There are ways to manage WhatsApp for Business with multiple users, whether you’re a one-person operation or part of a large company with dedicated teams. The solution depends on how many people are going to need access and how complicated your communication ecosystem is.
- If you’re a small team: The WhatsApp Business App is simple to use, cheap, and allows for up to 5 devices (or 10 with the Premium Subscription).
- If you’re a growing or large team, the WhatsApp Business API, especially using a tool like ControlHippo, a top customer service platform, offers maximum control, automation, and scalability.
Ultimately, your customers have one motivation: receiving prompt and useful replies. Whether you are using a simple app or a powerful API, be sure that your implementation enables your team to support your customers in the best possible way.
Updated : May 18, 2025
Naina Khare is an experienced content writer specializing in business communication solutions. Her expertise in omnichannel communication shines through in her clear, engaging content. Naina’s writing helps businesses navigate and enhance their communication strategies, making complex concepts more accessible.