How to use WhatsApp Business with multiple users in eCommerce

How to use WhatsApp Business with multiple users in eCommerce blog

By Typie

WhatsApp marketing assistant

As an eCommerce founder, CEO, or marketing manager, how can you manage a WhatsApp Business channel across your teams? Here's how to use WhatsApp with multiple users.


With over 2 billion active users, WhatsApp presents a massive opportunity for engaging with your audience in a more personal and immediate way. But, how can you manage this with a team? That's where this guide comes in, helping you to navigate the world of WhatsApp Business with multiple users.


Why your eCommerce brand needs WhatsApp Business for multiple users

WhatsApp Business is slowly transforming into one of the most popular communication channels for businesses. It facilitates fast, personal conversations that mimic the real-life shopping experience - but online. 


However, the regular WhatsApp Business application can only be used by up to four linked devices and one phone at a time. For businesses that receive a large volume of inbound WhatsApp messages, this limit can be a bottleneck. Fortunately, there are solutions available to bypass this hurdle.

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Making the most of the WhatsApp Business App

The official WhatsApp Business app is designed for small businesses that receive a relatively low number of incoming messages. Therefore, it's meant to be accessed by a small team. Up until September 2021, the WhatsApp Business app could only be used on two devices. Now, under a new beta program, teams can use the app on five devices, including one phone.


How to use WhatsApp Business with multiple users via the app

If you're keen on using the WhatsApp Business app with multiple devices or users, you'll need to join the beta program. Here's a quick step-by-step guide:

  1. Go to your WhatsApp Business app.
  2. Tap the 'more options' icon.
  3. Press 'Linked devices'.
  4. Press 'Multi-device beta'.
  5. Press 'join beta'.

Now you've joined the program, you can link other devices to your phone from the 'Linked devices' section.


However, using the WhatsApp Business app with multiple devices should be seen as a temporary solution. In the long run, you might run into issues such as lack of internal communication options, inability to track the performance of specific agents, and limited automation possibilities. To fully harness the power of WhatsApp Business, you need to use the API.


How to use the WhatsApp Business API with multiple users (in charles)

For larger companies or enterprise companies that want to manage WhatsApp Business with more than four users, WhatsApp has introduced the WhatsApp Business API. With the API, you can manage WhatsApp Business with multiple users, automate conversations, and gain valuable insights.


The WhatsApp Business API doesn't come with its own interface. To use it, you'll need a WhatsApp Business Solution Provider with a UI/platform like charles.


1. Use WhatsApp for with multiple users in customer support

With charles, you can easily manage WhatsApp Business with multiple users. Messages can be assigned to colleagues, internal discussions can be had, and more customers can be helped. You can add new users in minutes, and assign specific rights or 'staff permissions' to each user, ensuring smooth operations and efficient management of customer interactions.


Customer service is crucial in eCommerce, and WhatsApp can help you provide top-notch support. Whether it's answering product queries, resolving issues, or getting feedback, you can do it all through WhatsApp.


charles' software ensures that no customer query goes unanswered. It allows you to assign conversations to specific team members, ensuring timely and accurate responses. Plus, the use of 'quick replies' ensures consistent communication throughout your team.


2. Automating conversations with flows in charles

With charles, you can use WhatsApp automation that welcomes subscribers and answers simple questions. So, even if you're working with multiple users, there’s always one ‘hidden’ user that works with your team.


charles offers automation capabilities that make it easier to manage customer service. For instance, you can deploy automated flows, create rules, and send quick and auto-replies. This way, even with multiple users, no message will ever go unnoticed.


Automation is a key aspect of effective WhatsApp marketing. Our Journeys feature lets you automate your WhatsApp communication based on specific triggers, tags or customer behaviors.


Whether it's sending welcome messages to new customers or personalized product recommendations, automation can save you time and improve your customer engagement.


3. How to set up auto-replies and quick replies in charles

When managing WhatsApp Business with multiple agents in charles, you can use auto-replies and quick replies. Auto-replies ensure your customers always receive an answer so they know what the next steps will be.


In an era where personalized customer experiences are paramount, WhatsApp marketing is a game-changer for eCommerce businesses. A WhatsApp Business Solution Provider, such as charles, offers a suite of features to help you engage with customers, build relationships, and increase sales. This guide will walk you through how to harness the power of WhatsApp marketing to enhance your eCommerce operations.


4. WhatsApp for eCommerce and integrating Shopify

WhatsApp isn't just a messaging platform—it's also a powerful eCommerce tool. With features like shopping catalogs and checkouts, your customers can browse and purchase products directly from the app.


To get the most out of WhatsApp eCommerce, make sure to update your catalog regularly and make the shopping process as seamless as possible. Remember, the easier it is for customers to purchase, the higher your conversion rates will be.


With the eCommerce feature, you can directly sell your products via WhatsApp. This brings a whole new level of convenience to your customers and opens up a new sales channel for your business.



In a world where personalized customer experiences are the norm, WhatsApp marketing is a powerful tool for eCommerce businesses. By using charles' software, you can engage with your customers on a personal level, streamline your operations, and ultimately, drive more sales.


Related questions to using WhatsApp with multiple users

Can I use charles with my existing WhatsApp Business account?

Yes, your can transfer your existing WhatsApp Business account to use charles.

Can charles be used by large teams?

Absolutely. charles is designed to be used by teams of all sizes, from small businesses to large enterprises.

Can I integrate WhatsApp marketing with my existing marketing channels?

Yes! With charles, you can integrate WhatsApp with a range of marketing channels for a cohesive strategy.

How can WhatsApp marketing benefit my eCommerce business?

WhatsApp marketing can help you engage with customers on a personal level, provide excellent customer service, streamline your operations, and drive more sales.

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