Streamlining Team Communication: Using WhatsApp Business with Multiple Users on a Single WABA via SMSGatewayCenter

In today’s fast-paced digital landscape, businesses need efficient, scalable communication tools to engage with customers seamlessly. WhatsApp, with over 2 billion active users globally as of 2025, has become a cornerstone for customer interaction, especially in India. For businesses leveraging WhatsApp, the WhatsApp Business API (WABA) offers advanced features, including the ability to manage multiple users under a single account. SMSGatewayCenter’s WhatsApp Business Platform simplifies this process, enabling teams to collaborate effectively while maintaining a unified customer experience. In this blog, we’ll explore how a single WABA can be used by multiple users as agents on the SMSGatewayCenter platform, empowering businesses to enhance customer support, streamline workflows, and drive engagement.

Why Choose WhatsApp Business API India for Multiple Users?

With over 2 billion users globally, WhatsApp is a powerful tool for businesses in India. Using the WhatsApp Business API India, SMSGatewayCenter enables multiple users to manage a single WABA, ensuring seamless team communication and customer engagement.

Why Use a Single WABA for Multiple Users?

A WhatsApp Business Account (WABA) is a dedicated business profile tied to a single phone number, designed to handle high-volume communication. Unlike the WhatsApp Business App, which limits access to five devices (one phone and four linked devices), the WABA through the WhatsApp Business API supports unlimited users, making it ideal for medium to large businesses. By integrating a single WABA with SMSGatewayCenter, businesses can:

• Centralize Communication: All agents access the same WhatsApp number, ensuring a consistent customer experience.
• Enhance Team Collaboration: Multiple agents can handle customer queries simultaneously, reducing response times.
• Automate Workflows: Features like chatbots and auto-assignment streamline operations, allowing agents to focus on complex queries.
• Maintain Compliance: SMSGatewayCenter ensures adherence to TRAI regulations, such as targeting non-DND numbers for promotional messages.

This approach is particularly valuable for industries like e-commerce, healthcare, and education, where timely and personalized communication is critical.

Setting Up a Single WABA with Multiple Users on SMSGatewayCenter

SMSGatewayCenter’s platform makes it straightforward to configure a single WABA for multiple users as agents. Here’s a step-by-step guide to get started:

1. Apply for WhatsApp Business API Access

To use a WABA, you first need access to the WhatsApp Business API. SMSGatewayCenter, as a Badged Partner, simplifies this process. You’ll need to:

• Register your business with a dedicated phone number (not linked to an existing WhatsApp account).
• Provide business details, such as a verified Facebook Business Manager account, for approval.
• Work with SMSGatewayCenter to complete the onboarding process, which is 50% faster than standard procedures due to their streamlined verification system.

Once approved, your WABA is ready to be integrated with SMSGatewayCenter’s platform.

2. Integrate WABA with SMSGatewayCenter

SMSGatewayCenter provides a unified platform for managing WhatsApp communications. After obtaining API access:

• Log in to your SMSGatewayCenter account and navigate to the WhatsApp Business API section.
• Link your WABA by entering the phone number and API credentials provided during onboarding.
• SMSGatewayCenter’s platform will sync your WABA, enabling features like live agent chat, chatbot automation, and template messaging.

3. Add and Manage Multiple Agents

With the WABA integrated, you can now add multiple agents to handle customer interactions:

• Agent Assignment: In the SMSGatewayCenter dashboard, go to the “Agents” section. Add team members by entering their email addresses and assigning roles (e.g., support, sales).
• Unlimited Users: Unlike the WhatsApp Business App, the API allows unlimited agents to access the same WABA, ensuring scalability as your team grows.
• Auto-Assignment: Enable auto-assignment to distribute incoming chats to available agents. If agents are busy or on vacation, SMSGatewayCenter’s platform can automatically route queries to a chatbot.

4. Leverage Advanced Features for Collaboration

SMSGatewayCenter’s platform offers tools to enhance team efficiency:

• Unified Chat Interface: All agents can view and respond to messages from a single dashboard, preventing overlap and ensuring no query goes unanswered.
• Chatbot Integration: Set up a 24/7 WhatsApp chatbot to handle routine queries (e.g., FAQs) and send automated responses based on keywords. This frees agents to focus on high-value interactions.
• Tags and Filters: Agents can classify customers with tags (e.g., “VIP,” “Lead”) and add notes during chats, making it easier to filter and manage conversations.
• Multilingual Support: Support multiple languages and auto-translate message templates to communicate in customers’ preferred languages, a key advantage in India’s diverse market.

5. Monitor and Optimize Performance

SMSGatewayCenter provides analytics to track agent performance and customer engagement:

• Monitor metrics like response times, message delivery rates, and customer satisfaction.
• Use group contact management to segment audiences and send targeted broadcasts (e.g., promotional messages to non-DND numbers).
• Regularly review chat logs to identify areas for improvement and ensure TRAI compliance.

Benefits of Using SMSGatewayCenter for Multi-Agent WABA Management

By using SMSGatewayCenter’s platform with a single WABA, businesses can:

• Improve Response Times: Multiple agents handling chats simultaneously reduces wait times, boosting customer satisfaction.
• Scale Operations: Add agents as needed without worrying about device limits, perfect for growing businesses.
• Enhance Customer Experience: Personalized, multilingual support and instant responses build trust and loyalty.
• Streamline Workflows: Automation and CRM integration (e.g., tags, notes) simplify customer management.

Industries Benefiting from WhatsApp Business Multiple Users

• E-Commerce: Multiple agents handle customer inquiries about products, orders, and returns.
• Healthcare: Teams send appointment reminders and respond to patient queries.
• Education: Agents manage student inquiries about courses and admissions.

Getting Started with SMSGatewayCenter

Ready to empower your team with a single WABA on SMSGatewayCenter? Visit the Agents Chat WhatsApp Business API page to learn more about multi-agent features. For a comprehensive overview of the WhatsApp Business API, check out SMSGatewayCenter’s WhatsApp Business API page. Sign up today, integrate your WABA, and transform your customer communication strategy with seamless team collaboration.

Conclusion

Using a single WABA with multiple users on SMSGatewayCenter’s WhatsApp Business Platform is a game-changer for businesses aiming to scale their communication efforts. From unlimited agent access to advanced automation and analytics, this solution ensures your team can deliver exceptional customer experiences while maintaining efficiency and compliance. Whether you’re in retail, healthcare, or education, SMSGatewayCenter empowers you to harness the full potential of WhatsApp for business growth. Start your journey today and see the difference!