How to Use WhatsApp with Multiple Agents on the Same Number
One of the most common problems faced by growing businesses is the limitation of WhatsApp Business to work with large teams. When your business receives dozens or hundreds of messages daily, a single agent can't handle them all. You need several members of your team to respond from the same WhatsApp number, without confusing conversations, without losing messages and without the customer noticing that they are talking to different people.
In this article we explain why WhatsApp Business has this limitation, what is the definitive technical solution and how to implement it step by step so that your entire team can work from a single WhatsApp number in a professional and organized way.
The Problem: The Limitation of the WhatsApp Business App
The WhatsApp Business app was originally designed for small businesses operated by one or two people. Over time, Meta added the linked devices feature, but this has significant restrictions that affect growing teams.
Limit of linked devices
WhatsApp Business allows up to 4 additional devices to be linked to the main phone. This means that at most 5 people can use the same WhatsApp Business account simultaneously. For a business with a sales team of 10, 20 or 50 people, this limitation is untenable.
Operational problems with linked devices
Even with the 4 devices allowed, the experience is poor for serious business use:
- No conversation assignment: There is no way to assign a specific chat to an agent. Everyone sees every message and anyone can reply, leading to confusion and duplicate responses.
- No distribution rules: There is no mechanism for distributing conversations evenly among team members.
- No metrics per agent: It is impossible to measure how many conversations each person handles, their response times or their closure rate.
- No internal notes: Agents cannot communicate with each other within the conversation without the customer seeing it.
- No formal transfer: If an agent needs to pass the conversation to another department, there is no clean process for doing so.
- Inconsistent synchronization: Messages are not always synchronized correctly between all devices, resulting in outdated responses or incomplete information.
The result for your business
These limitations lead to a chaotic experience for both the team and customers: unanswered messages, duplicate responses by two agents to the same customer, lack of context when a colleague takes over an ongoing conversation, and ultimately lost sales and dissatisfied customers.
The Solution: WhatsApp Business API with Multi-agent Platform
The ultimate solution for using WhatsApp with multiple agents on the same number is the WhatsApp Business API (also called WhatsApp Cloud API or WhatsApp Business Platform). Unlike the WhatsApp Business application, the API has no limit to the number of concurrent agents or users.
What is the WhatsApp Business API
The WhatsApp Business API is Meta's official programming interface designed for medium to large businesses that need to manage communications at scale. It is not an application that you download to your phone, but a technical connection that allows you to integrate WhatsApp with enterprise customer service platforms.
Key differences between the WhatsApp Business App and the WhatsApp Business API
| Feature | WhatsApp Business App | WhatsApp Business API |
|---|---|---|
| Simultaneous agents | Maximum 5 devices | Unlimited |
| Assignment of conversations | Not available | Automatic and manual |
| Automation | Basic quick answers | Chatbots, flows and advanced rules |
| Metrics and reporting | Not available | Completed by agent and team |
| Integration with CRM | Not available | Native |
| Internal notes | Not available | Available |
| Transfer between agents | Not available | With full context |
| Cost | Free | By conversation (Meta model) |
How it works technically
When you connect your WhatsApp number to the API, messages no longer arrive in the phone app. Instead, they go to the multi-agent platform you have connected. From that platform, each member of your team logs in with their own user and sees only the conversations that apply to them, like a ticketing system but with the immediacy of WhatsApp.
Step by Step: How to Configure Multiple Agents on a WhatsApp Number
Implementing a multi-agent solution for WhatsApp requires following these steps in order. The entire process can take between 1 and 5 days depending on the provider you choose.
Step 1: Gain access to the WhatsApp Business API
To use the WhatsApp API you need to log in through a BSP (Business Solution Provider)which is a provider authorized by Meta to offer API access. Some popular BSPs include 360dialog, Gupshup, Twilio and Vonage. You can also access directly through Meta Cloud API if you have the technical capability.
Prerequisites:
- A verified Meta Business account (Facebook Business Manager)
- A phone number that is not currently registered on WhatsApp (or that you are willing to migrate).
- Information about your company: legal name, address, web site
- Accept WhatsApp's commercial policies
Verification process:
- Create or login to your Meta Business Suite account
- Request verification of your business by providing legal documents
- Once verified, register your phone number in the API.
- Set up your company profile on WhatsApp (logo, description, opening hours)
Step 2: Connecting to a multi-agent platform
Once you have access to the API, you need a platform to serve as the interface for your team. This platform is where your agents will log in, view conversations and respond to customers.
The multi-agent platform connects to the WhatsApp API and receives all incoming messages. It then distributes them among the available agents according to the rules you have configured.
Criteria for choosing a multi-agent platform:
- Support WhatsApp Business API natively
- Allow to add unlimited users or a sufficient number of users for your team
- Have configurable automatic assignment rules
- Offering full conversation history accessible to supervisors
- Include team performance metrics and reports.
Step 3: Configure routing and assignment rules
Routing rules determine how new conversations are distributed among the available agents. Correct configuration ensures that each message reaches the right person and that the workload is balanced.
Common types of assignment rules:
- Round-robin: Conversations are assigned on a rotating basis among all available agents. Ideal for teams where everyone handles the same type of queries.
- By availability: Only assign conversations to agents who are online and have available capacity. Avoid accumulating messages on absent agents.
- By department or subject: Using keywords or interactive menus, conversations are directed to the right department (sales, support, collections).
- By geographic area: It is assigned according to the customer's location, useful for companies with regional teams.
- By funnel or stage: Leads at different stages of the sales process are assigned to specialized agents at each stage.
Step 4: Add team members
With the platform set up and the assignment rules defined, the next step is to invite your team members.
For each agent you need to define:
- Username and login credentials
- Role and permissions (agent, supervisor, administrator)
- Department or team to which it belongs
- Hours of availability
- Limit of simultaneous conversations (if applicable)
Best practices when adding agents:
- Start with a small group of agents for testing before migrating the entire team.
- Establish coverage schedules that ensure service during all business hours.
- Defines a clear protocol for transfers between agents
- Trains the team in the use of the platform before starting to receive real conversations
Key Features for Efficient Multi-Agent Operation
It is not enough to connect multiple agents to a WhatsApp number. For the operation to work professionally, you need specific functionalities that facilitate team collaboration.
Automatic and intelligent assignment
The system should automatically distribute the chats according to predefined rules. This eliminates the need for a supervisor to manually assign each chat and ensures fast response times.
Transfer between agents with context
When an agent needs to escalate a conversation or pass it to another department, the transfer should include the entire conversation history and any internal notes. The new agent should be able to continue care without the customer repeating information.
Internal notes and collaboration
Agents need to be able to communicate with each other within the context of a conversation without being seen by the customer. Internal notes allow them to leave instructions, share relevant information or request help from a colleague.
Presence and status indicators
The system should clearly show which agents are online, which are busy and which are out of hours. This allows for intelligent load distribution and avoids assigning conversations to unavailable people.
Complete conversation history
Any agent or supervisor should be able to access the complete history of conversations with a customer, regardless of who they have previously spoken to. This ensures continuity of care and prevents the customer from having to repeat their query each time they speak to someone different.
Metrics and reports by agent
To manage a multi-agent team you need visibility into performance: first response times, resolution times, number of conversations handled, customer satisfaction and individual agent productivity.
Chatbots and automation as a first filter
In high-volume operations, a chatbot can act as the first point of contact: it greets the customer, identifies their need and directs them to the right department or agent. This reduces the burden on the human team and improves initial response times.
Aurora Inbox: Multi-agent platform for WhatsApp
Aurora Inbox is a multi-agent platform designed specifically for teams that need to manage WhatsApp in a professional and scalable way. Connect your WhatsApp number through the official API and allow your entire team to work from a single organized inbox.
How Aurora Inbox solves the multi-agent problem
- Unlimited agents: Connect as many members of your team as you need to a single WhatsApp number without restrictions.
- Intelligent assignment: Configure automatic distribution rules by round-robin, availability, department or any custom criteria.
- Equipment tray: Each agent sees their assigned conversations, but supervisors have complete visibility of the entire operation.
- Transfers with context: Transfer conversations between agents or departments without losing history or internal notes.
- Internal notes: Communicate with your team within the context of each conversation without the customer seeing it.
- Chatbot with AI: An intelligent assistant can handle frequent inquiries, qualify leads and assign conversations to the right agent automatically.
- Equipment metrics: Detailed performance reports by agent, response times, conversation volume and more.
- Multichannel: In addition to WhatsApp, it manages Facebook Messenger, Instagram Direct and web chat from the same platform.
Quick configuration
Aurora Inbox connects to your WhatsApp number through Meta's official API in minutes. The guided process takes you from verifying your business account to having your entire team attending conversations, with no advanced technical knowledge required.
Common Mistakes When Implementing WhatsApp Multiagent
When implementing a multi-agent solution for WhatsApp, many companies make mistakes that reduce the effectiveness of the system. These are the most frequent and how to avoid them:
Failure to define clear allocation rules
Without clear rules, conversations are left in a general queue where no one is responsible. Define from the start how conversations will be distributed and who is responsible for each type of query.
Failure to train the team
A multi-agent platform only works if the team knows how to use it correctly. Invest time in training before you start receiving real conversations.
Ignoring metrics
Metrics exist to identify bottlenecks and opportunities for improvement. Regularly review response times, load distribution and customer satisfaction.
Do not set up opening hours
If you don't set clear schedules, customers may receive inconsistent automated messages or go unanswered outside of business hours. Set up absence messages and response time expectations.
Frequent questions
How many agents can use the same WhatsApp number with the API?
With the WhatsApp Business API there is no technical limit to the number of simultaneous agents. You can connect 10, 50, 100 or more agents to the same WhatsApp number. The limitation will depend only on the plan you contract with your multi-agent platform, not on WhatsApp itself. This contrasts with the WhatsApp Business app that allows a maximum of 5 devices (1 main phone + 4 linked devices).
Can I still use the WhatsApp app on my phone if I activate the API?
No. When you register your number in the WhatsApp Business API, that number is unlinked from the mobile application. All messages will come exclusively through the multi-agent platform connected to the API. This is an important change to consider: you will no longer be able to view and reply to messages from the phone app. However, the multi-agent platform usually offers its own mobile apps so that your agents can respond from their devices when they need to.
Are previous conversations lost when migrating to the API?
Previous conversations that existed in the WhatsApp Business app are not automatically migrated to the API. The previous history remains on the phone where the account was, but the new conversations will be managed entirely from the multi-agent platform. For this reason, it is advisable to plan the migration and communicate to your active customers that the service will continue as normal from the same number.
How much does it cost to use WhatsApp Business API with multiple agents?
The cost has two main components. First, Meta charges per conversation according to its pricing model: business-initiated conversations have a cost (which varies by country and category), while customer-initiated conversations may have a free period. Second, the multi-agent platform charges a monthly subscription that generally varies according to the number of agents or the volume of conversations. Overall, the cost is usually significantly less than the cost of losing sales due to not being able to serve all customers on time.
Will my customers notice any changes when I activate the multi-agent API?
From the customer's perspective, the experience is transparent. They continue to write to the same WhatsApp number they already know and receive answers as usual. The difference is that there is now an organized team behind it responding faster and more professionally. The customer doesn't see who specifically responds to them within your team (unless the agent identifies themselves in the message), and the conversation maintains continuity even if different agents are involved at different times.
