What multi-agent WhatsApp support is

Multi-agent WhatsApp support is when several people on the team answer customers from the same number, at the same time, each with their own login and each conversation with an owner. On CRPRO, this is the WhatsApp shared inbox, with unlimited users on the Growth and Scale plans.

Why the WhatsApp Business app is not enough

The app links the account to up to four devices besides the main phone — and a device is not a person. Everyone sees the same chats, with no queue, no conversation owner, no per-agent history and no reports. To test the channel with one or two people it works; for a team with volume, it does not.

How a multi-agent system works

The number is connected to a platform — through Meta's official API or by QR code — and the platform organizes the work:

• Routing of new conversations: through a queue (someone takes it), round-robin across the team, or to whoever has the fewest open chats.
• An owner per conversation and transfers without losing history.
• Unified history per contact, which stays with the company when someone leaves.
• Per-agent reports, such as volume and response time.

Official API or QR code

Both connections allow several agents on the same number. The official API allows approved templates to start conversations and follows Meta's per-message billing; the QR code connection is faster to set up. The choice depends on how your operation starts conversations.

What it costs

The WhatsApp Business app is free; multi-agent software is usually paid. Compare whether the vendor charges per agent or per company and, on the official API, add the cost of the messages Meta charges separately. CRPRO's prices are on the plans page.