WhatsApp Business with multiple users.
Customers write on WhatsApp. The team should reply, not the one phone in the drawer. Without workarounds, that only really works well for a single user.
WhatsApp Business is built for one phone, not for a team.
The app works really well on one device for one person. As soon as several people need to reply, the workarounds start. The company phone gets passed around. WhatsApp Web runs on the one computer nobody is sitting at. Messages end up as screenshots in the team chat.
And then the questions everyone knows: has anyone replied yet? Who's on it? What happens when the phone is on holiday?
Four workarounds we see again and again.
This is what WhatsApp in a team looks like at most companies.
The company phone that gets passed around
Whoever has it replies. Whoever doesn't, knows nothing. And when it's on holiday, the channel is closed.
Nobody knows who has already replied
Two answers to the same question, or none at all. Everyone thinks someone else did it.
The message after hours
It sits until tomorrow. And by then the 24-hour window is almost closed.
The platform for three people
Monthly base fee and setup effort, even though only a handful of people reply.
A big tool for a small problem.
Sure, there are apps out there that make WhatsApp team-ready. They all charge a base fee, and you still have to set them up. Often you just want a handful of people to respond to incoming WhatsApp messages.
The other option: do nothing and live with the workaround. That costs no licence, but time every day and the occasional customer.
Twilio as the base. Your team replies where it already works.
Technical base: Twilio makes WhatsApp usable through an API. That way, WhatsApp no longer depends on one phone.
Middleware: In between sits a small middleware. It receives incoming WhatsApp messages and sends the replies out.
Reply tool: Either something custom-built, like a mobile app, or you plug WhatsApp into tools you already use, like Slack or MS Teams. A message comes in, lands in the team channel, and whoever replies does so right from there.
Costs: Fully usage-based. $1.35 per month for the number, $0.005 Twilio fee per message plus Meta's fee depending on the message type. As of October 2026.
Good to know: After an incoming WhatsApp, you have 24 hours to reply. After that, you can only write using pre-approved templates. That's Meta's rule, and it's exactly why the message belongs in front of the team right away. If you want, the tool reminds you two hours before the window closes.
More on the technical base is on our Twilio Voice page.
What WhatsApp for a team looks like.
One number, a small middleware, one place to reply. That's all it takes.
Nothing changes for the customer. They keep writing on WhatsApp, to the same number as before.
- Incoming WhatsApp messages land in the team channel or the app
- Anyone on the team can reply
- Visible who answered what
- Reminder 2 hours before the 24-hour window closes
- Existing number can be ported
- Costs by usage only, $1.35 fixed for the number
- Phone calls in the same app if you want
“Sometimes you just want a handful of people to respond to incoming WhatsApp messages. You don't need a platform with a base fee for that.”
What you usually ask us about WhatsApp in a team.
With WhatsApp Web and linked devices, that works with limitations. What's missing is the overview: who replies, what's done, what's left. As soon as a team needs to reply in a structured way, it becomes a workaround.
After every incoming message, you can reply freely for 24 hours. After that, only templates pre-approved by Meta are allowed. That's Meta's rule, not Twilio's.
No base fee per user. The fixed cost is $1.35 per month for the number. On top come $0.005 Twilio fee per message and Meta's fee depending on the message type. As of October 2026.
Yes. The middleware sends incoming WhatsApp messages to a channel, and the reply goes straight back to the customer from there. Your team stays in the tool it already uses.
Yes. The number can be ported. Your customers keep writing to the same number as before.
We'll show you in a short demo.
Get in touch. We'll show you what WhatsApp looks like for your team, with your number and in your tool.
