- You can run WhatsApp for multiple agents on one number in two ways: QR-linked devices for small teams, or the official WhatsApp API for unlimited agents.
- The real difference is not only headcount: it is auto-routing, permissions, reporting and protecting the number from bans.
- On Klamna, WhatsApp & Inbox is SAR 149/month incl. 1 user and 1 number; extra users SAR 59 (SAR, excluding VAT).
Most companies start with one phone running the company WhatsApp. Soon the phone is being passed between staff, or everyone replies from personal phones. Customers wait, chats get lost, and nobody knows who answered what. The fix is to run WhatsApp for multiple agents on one number properly.
Why multiple agents on one WhatsApp number?
- Volume: one person cannot handle dozens of parallel chats during campaigns and seasons.
- Continuity: chats belong to the company, not to an employee's phone.
- Specialisation: sales, support and billing questions go to different teams.
- Quality control: managers need response times and open-chat visibility.
Option 1: QR-linked devices
WhatsApp lets you link a number to a limited number of devices by scanning a QR code. Klamna can link a number this way and show its chats to several agents in one inbox. It is fast, keeps your existing number and groups, and suits small teams. But it is unofficial: the number depends on a phone, there is no green tick or official templates, and bulk sending from it risks a ban. Use small lists and gentle pacing only.
Option 2: The official WhatsApp API (the right way for businesses)
The official WhatsApp API is provided by Meta through approved partners. Etisalna is a Meta Business Partner, so your number is activated on the platform with no phone required. Any number of agents can reply from the browser or the mobile app, and you get official templates, the green tick for eligible accounts, interactive buttons and lists, catalogues, and a chatbot that hands over to humans.
| Criteria | QR-linked | Official API |
|---|---|---|
| Agents | Small teams | Unlimited on one number |
| Needs a phone online | Yes | No |
| Official templates | No | Yes, Meta-approved |
| Green tick | No | Eligible accounts |
| Bulk campaigns | Small lists, slow pacing | Official, rate-managed |
| Meta fees | None | Per Meta's pricing table |
Routing and permissions
In the omnichannel inbox, new chats can be auto-assigned to available agents, or routed by department through a welcome WhatsApp chatbot. Agents transfer chats with internal notes, use canned replies and send approved files from a shared library. Roles control visibility: agents see their own and unassigned team chats, team leaders see their team, managers see everything. Custom roles with view/create/edit/delete rights per page are supported.
Which option should you choose?
- QR-linked if you have two or three agents, most chats are customers messaging you first, you need groups, and you do not run large campaigns.
- Official API if you have a sales or support team, send order or appointment notifications, run marketing campaigns, want a 24/7 bot, or care about a verified business profile.
- Both if you want an official number for service and campaigns plus a QR-linked number for specific groups; both appear in the same inbox.
Example: an online store in Jeddah started with two agents on QR. As orders grew it moved to the API, enabled order and COD confirmation messages through the Salla and Zid WhatsApp integration, and added a bot to sort enquiries before they reach agents. When moving a number to the API, old chats stay on the phone and new chats start on the platform, so pick a quiet time and prepare replies and the bot beforehand.
Common mistakes
- Spreading the number across personal phones.
- Running large campaigns from a QR-linked number.
- Leaving chats unassigned, or giving everyone admin rights.
Setup steps
- Choose a new or existing number.
- Activate the WhatsApp Business account through us as a Meta partner.
- Add agents, teams and roles.
- Configure routing: automatic or by department.
- Prepare canned replies, files, business hours and an out-of-hours message.
- Track first-response time, open chats and CSAT.
Cost
WhatsApp & Inbox is SAR 149/month incl. 1 user and 1 number; extra users SAR 59/month; extra WhatsApp number SAR 99/month. Yearly billing gives two months free, and there is a free trial. Example: 5 agents = 149 + 4 × 59 = SAR 385/month. Meta conversation fees are extra, based on Meta's current table, which we share on request. Prices in SAR, excluding VAT. See pricing.
FAQ
Can I use my current number?
Yes, via QR on the phone, or by moving it to the official API, after which it is used from the platform instead of the phone app.
How many agents can share one number?
Unlimited with the official API; you pay per platform user.
Can two agents reply to the same customer by mistake?
No. Each chat is assigned to one agent and can be transferred with an internal note.
Does it work on mobile?
Yes: browser, Android app, and Windows/Mac desktop apps. The iPhone app is coming soon.
Want your whole team on one WhatsApp number? Contact us or call 920031338 for a free trial.
