How can several people use one WhatsApp Business number?
Several people can use one WhatsApp Business number in two ways. The WhatsApp Business app allows up to four linked devices next to the phone, or ten with a Meta Verified Business Plus subscription. For a team that works in a CRM, connect the number once to the CRM: with WASync every colleague you allow answers from Bitrix24 or Pipedrive, the number of users is not limited, and the price is per number.
The two ways, side by side
| Linked devices in the WhatsApp Business app | The number connected to your CRM with WASync | |
|---|---|---|
| How many people | The phone plus 4 linked devices; 10 with Meta Verified Business Plus | No limit on users |
| Where the conversation lives | In the app, on each device | On the lead, deal or contact in the CRM, and in a shared inbox |
| Who sees what | Everyone on a linked device sees every chat | You choose per person: which numbers, all chats, their department or only their own records |
| Who answered | Device names and chat assignment in the app | The colleague's name on every sent message, in the CRM timeline |
| New chats | Assigned by hand, chat by chat | A rule: one fixed person, or rotation among the people you tick |
| When someone leaves | Unlink their device | Remove their access in the CRM; the history stays on the records |
| Cost | Free; Meta Verified is a paid subscription | $19 per month for a QR-linked number, $29 for a WhatsApp Business API number, any number of users |
The limits of the app are WhatsApp's own, described in its help center under "About linked devices on the WhatsApp Business app" and "About multi-agent".
How the shared number works in the CRM
- Connect the number once. Either link the WhatsApp Business app by QR code, the way you link WhatsApp Web, or connect a WhatsApp Business API number. A QR link uses one of the app's linked-device places; the phone keeps working as before.
- Give people access. In Bitrix24, open Connections → Staff and choose who may use the number. A person without access sees "No access". Bitrix24 administrators see every number.
- Everyone answers from where they already work. In the WhatsApp tab of a lead, deal or contact, in the Open Channel, or in WASync Chat, a shared inbox with all conversations of the numbers a person may use.
- The customer sees one number. Whoever replies, the message leaves from the company number, and the conversation stays on the CRM record when a colleague takes over.
Deciding who sees and who answers
These settings are per person, on the Staff page and in Chat rules:
- Which numbers. Sales can have one number and support another; a person can have a primary number that automations use for their leads and deals.
- Which chats. All chats, the chats of their department, or only the conversations whose lead, deal or contact they are responsible for.
- Read without replying. Switch off Can reply for a manager who checks quality or a colleague in accounting. They read and write internal notes, and the message box is closed.
- Follow without being assigned. Switch off Receives conversations for people who should see the chats and never be handed a new one.
- Who gets a new chat. The "New chats from unknown numbers" rule gives it to one fixed person or rotates it among the people you ticked.
The per-person settings above are in the WASync app for Bitrix24. In Pipedrive the shared number appears on deals and contacts in the same way; see WhatsApp for Pipedrive.
Which connection to choose for a team
- A QR-linked number suits a team that mostly answers people who write first. It keeps the number in the app on the phone and has no per-message fee from Meta.
- A WhatsApp Business API number suits a team that also starts conversations: reminders, follow-ups after 24 hours and campaigns go out as approved templates, and Meta charges per message. With coexistence the number can stay in the WhatsApp Business app as well.
The differences are laid out in QR or the WhatsApp Business API, and Meta's rates per country in WhatsApp API cost.
Frequently asked questions
How many users can share one WhatsApp Business number?
In the WhatsApp Business app, the phone plus four linked devices, or ten linked devices with Meta Verified Business Plus. With the number connected to a CRM through WASync there is no user limit, because colleagues answer from the CRM and not from linked devices.
Can two people answer the same WhatsApp chat?
Yes. In the CRM both see the conversation on the record; each sent message carries the name of the person who wrote it, and internal notes with @-mentions let them hand over without the customer seeing it.
Can I stop an employee from seeing other people's chats?
Yes, in Bitrix24. Set the person's scope to "only my records" and they see only the conversations whose lead, deal or contact they are responsible for, plus new conversations that have no record yet.
Does each employee need their own WhatsApp number?
No. One company number is enough, and customers always write to the same number. You can connect more numbers, for example one per department, and decide per person who uses which.
Is the price per user?
No. WASync is priced per connected number: $19 per month for a QR-linked number and $29 per month for a WhatsApp Business API number, with a 7-day free trial. Users are not counted.
Does the phone still work after the number is connected?
Yes. A QR-linked number keeps working in the WhatsApp Business app, and messages written on the phone appear in the CRM. An API number can stay in the app too, with coexistence.