The Achilles Heel of WhatsApp

How to use WhatsApp on multiple devices

Published by Vanessa - June 25, 2019

How to manage WhatsApp on different devices simultaneously

Will multi-user be the Achilles Heel of WhatsApp?

Don't believe it? Yes, even the giant WhatsApp, undisputed ruler of messaging apps, has some weaknesses.
In the latest years, there has been a general trend to make communication services usable on multiple devices.
And even WhatsApp, sooner or later, will have to deal with this “multi-devices trend”, but currently the messaging app doesn’t offer this feature.
If we look for an answer to this topic on the official website of WhatsApp we find that a WhatsApp account can only be verified with one number on one device and, if you attempt to frequently switch your WhatsApp account between different devices, at a certain point, you may be blocked for re-verifying your account.

So is it impossible to run WhatsApp on multiple devices with one account? 🤔
Let's try a simple Google search with these words:

  • "multi-user on WhatsApp"
  • "how can I use WhatsApp account on two devices"
  • "how to run one WhatsApp number on multiple devices"
  • or other similar questions...

What we get are some articles that explain how to run WhatsApp Web by connecting the smartphone and the PC or Macbook (or other devices) through the QR code. This is the most used and most popular working method to use WhatsApp account on multiple devices.
Let's see quickly what are the steps to do.

Step 1: First of all, open WhatsApp Web on PC or Mac by visiting web.whatsapp.com and then turn on your smartphone.

Step 2: Open WhatsApp on the smartphone and click the three dots from the top right corner and click on WhatsApp Web.

whatsapp-web-dots-access

Step 3: Now scan the QR code which is being displayed on the other device and that’s it. Once you scanned the code, you are now ready to use the same WhatsApp account on two devices.

whatsapp-web-scan-code

But let me say that this is neither a tip nor a trick because there isn’t real simultaneity. 😥
In fact, by logging in WhatsApp Web, at the same time you lose access on the other device. Officially it’s not possible to use the same WhatsApp account on two devices at the same time.

The situation is different with other online communication services such as Skype or MSN Messenger, which have been designed with multi-device features since their origin.
Unfortunately, this multi-device approach was focused on PCs devices, so when they tried to transition to mobile, they weren’t able to provide the best user experience and other applications beat them. For example, we could think of Telegram, that has strong multi-device design from the beginning, and allow you to use the messaging app across several devices by using only one account.

That being said, why should we use WhatsApp rather than these other solutions? Simple, because only WhatsApp has the power of WhatsApp 💪.

Any business owner or anyone who owns a business must adapt to market trends. Your customers' needs evolve with the progress of technology, which constantly changes consumer habits. According to a survey by Nielsen, commissioned by Facebook, people are more likely to buy a product or service from a company they can reach through instant messaging. So adding a messaging app to your marketing strategy becomes a key step for your business.
Last year WhatsApp, after reaching 1.5 billion monthly active users worldwide, released WhatsApp Business. This is the version of the app for businesses and freelancers, to allow them to connect to their customers.

What is WhatsApp Business and what are the advantages compared to the classic WhatsApp?

WhatsApp Business is a free messaging app for small business owners. The download is free, but some advanced features (and let me say the most useful ones) are available for a fee. For example, when talking about the WhatsApp Business API or when a customer sends a request via the app and opens a 24-hour time window, within which the response is free. If, on the other hand, you exceed this threshold, you must pay a fee for sending the message. Anyway, with this app, businesses can easily interact with customers and quickly respond to messages. WhatsApp Business can help you provide customer support and deliver notifications to your customers. Clearly, marketers have also seen the potential of this tool.

Let's get a little more specific and see what the Business version offers in addition to traditional WhatsApp.

1. Create your company profile.

With WhatsApp Business you can create your company profile and add other important details to your number such as the company website, location and other contact information. This feature makes it easier to recognize both your business and your brand.

2. Working hours.

You can set the working hours of your company so customers will know exactly when you are available to give them the information they want.

3. Set up automatic replies.

WhatsApp Business allows you to automate messages such as greetings or short answers. You can also save answers to frequently asked questions to avoid re-typing the same messages.

There are many other features that can help you grow your business, and without a doubt, the addition of WhatsApp Business as a communication channel will bring many benefits to your business. According to the global ZDNet® editorial, users exchange over 55 billion messages on WhatsApp every day. And among these, it is very likely that there are many of your customers.

🚫 Unfortunately, there is a big limit: WhatsApp Business (and also WhatsApp) works with a single phone number. This makes it dependent on a single account. But the person managing the account cannot be available 24/7 to respond to customers.
We don’t know the reason for this limiting choice by WhatsApp, and we certainly don’t want to judge their policies and strategies. However, not being able to use multi-users constitutes a big limit to the use of WhatsApp for activities such as customer support.

So is it impossible to use just one WhatsApp number on multiple devices simultaneously? The answer to this question is No. There is an alternative way. 😱
There are some third-party solutions that, like Mercury, offer the possibility of extending the multi-user method to WhatsApp. The result is an alternative WhatsApp Client that can be used simultaneously on more than one device, and the same goes for the WhatsApp Web interfaces.
So, for example, even using only one WhatsApp number linked to the company account, you can open the WhatsApp chat on two or more PCs and assign the conversation to different customer support agents.

whatsapp-multiple-devices-customer-service

And the most incredible thing is that there is no “hardware limit”. In fact, the devices on which you can access WhatsApp could be in the same office or even on opposite sides of the world, and the system works the same way. Mercury, in addition to WhatsApp multi-user, also provides other useful tools to improve communication with your customers, such as the integrated tool that translates chats in real time, or access to the WhatsApp API for sending of bulk messages to lists of customers.

Beware of missing the train! 🚨 Start thinking now about the best way to integrate WhatsApp, or WhatsApp Business, into your business communication strategy.