Multiple agents on one WhatsApp number: your whole team replies from it
Short answer: Yes, several agents can use one WhatsApp Business number with ITC-CRM: you connect the company number once, and each team member replies from their own account in the browser or mobile app. New conversations are assigned automatically by shift, and the customer only ever sees your company number.
A company number on a single phone means one person replying, or a phone passed from hand to hand. In ITC-CRM every team member replies from their own account on the same number, and the customer only ever sees your company number.
No credit card · Set up in under ten minutesHow do multiple agents share one WhatsApp number?
You connect the company number once — officially through Meta, while the WhatsApp Business app can keep working on your phone — then each team member logs in with their own account in the browser or the mobile app. New conversations are assigned automatically, and each person sees what has been assigned to them.
How are WhatsApp chats routed fairly according to shifts?
- Set each person's working hours and time off, so no conversation is assigned to someone who is not on shift.
- An alert when a conversation goes unanswered for longer than the time you set.
- Move a conversation from one team member to another in one click, with its full history intact.
- Internal team notes the customer never sees.
How do I know which agent replied, and when?
Every message is recorded under the name of the person who sent it, and the team performance report shows response speed and conversation count for each team member.
How it starts
- 1
Connect the company number
Once, from the Integrations page.
- 2
Add your team
Each with their own email, password and permissions.
- 3
Set working hours
So conversations go only to people who are on shift.
FAQ
Does each team member need a linked phone?
No. With ITC-CRM the number is connected once, and team members log in with their own accounts in the browser or the mobile app.
How many team members can work on one number?
It depends on your ITC-CRM plan: five users on Basic and ten on Pro, and you can add more when you need them.
Does the customer know which team member they are talking to?
No, not unless you want them to. The customer sees only your company number, and if you prefer, the team member can write their name in the reply.
Can I move a WhatsApp conversation from one agent to another?
Yes. In ITC-CRM you move a conversation to another team member in one click, and its full history stays intact.
Can I see how fast each agent replies?
Yes. ITC-CRM records every message under the name of the person who sent it, and the team performance report shows response speed and conversation count for each team member.
Will chats be assigned to someone who is off shift?
No. In ITC-CRM you set each person's working hours and time off, so no conversation is assigned to someone who is not on shift.
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