Automate support queries with DelightChat

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✓  Auto-reply to repetitive queries like “where’s my order”
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Learn the correct way to set up a multi-user login on WhatsApp Business

WhatsApp Business app allows two active sessions at a time - one on the phone and the second on your browser or desktop app. This works great when you’re the only one handling support (or have just one more person to help)

But as your business grows and the number of customer queries increase, you may need to hire dedicated support staff and suddenly, the app is no longer sufficient due to its 2 sessions limitation. 

Your entire support team needs access to your WhatsApp Business account  to respond to the large number of customer queries coming in daily.

How do we make that happen?

There are two definitive ways to allow multiple users to access your WhatsApp Business account:

  1. WhatsApp Business app and Web/Desktop app sharing
  2. Using a shared WhatsApp Business Inbox 

Both methods have their pros and cons. Let’s discuss them and help you make an informed decision.

How does multi-user WhatsApp Business help your ecommerce brand?

Growing ecommerce businesses on Shopify receive customer queries from all different support channels. While you can share your social media and email passwords with your team members, the same cannot be done for WhatsApp business. 

With a multi-user WhatsApp business setup, you can:

  • Share your WhatsApp business account with all the team members simultaneously
  • Keep a track of customer conversations by creating support tickets
  • Assign conversations to team members for accountability
  • Speed up response times by sharing your workload 

Let’s see how this can be done for your business 

How to share WhatsApp Business between 2 users?

When you’re just starting with your ecommerce business, the WhatsApp Business app works just fine. 

You can use WhatsApp web or the WhatsApp desktop app to get an additional team member to join you in handling customer queries on WhatsApp.

The limitation? You can only use the WhatsApp mobile app along with the desktop app or the WhatsApp web interface. So a maximum of two users at a time.

Follow the steps below to share your WhatsApp business app with another team member:

  1. Install the WhatsApp Desktop App on your team member’s laptop or visit web.whatsapp.com to access WhatsApp web
  2. Scan the QR code using your mobile app to enable WhatsApp access

Currently, it is impossible to officially access WhatsApp from more than two places. While there are hacks that are posted on the web, the likelihood of an account ban always exists in the case of WhatsApp. 

However, according to WABetaInfo, WhatsApp has been testing multi-device features for their upcoming release. Once the beta is rolled out to all users, you should be able to add up to 4 devices simultaneously.

How to share WhatsApp Business with unlimited users?

Since the release of the WhatsApp API, companies have created shared WhatsApp inbox tools to allow team members to login and use WhatsApp to answer customer queries together. 

These tools are built on top of the API and extend the functionality offered by WhatsApp. 

For example, DelightChat connects all your support channels including emails, Facebook, Instagram, Twitter, and WhatsApp, and helps you respond to all customers from a single dashboard. 

And there is no limit on the number of team members who can simultaneously use DelightChat. So you can scale your support operations without a worry. 

Here are the 3 steps to set up a shared inbox for your team.

1. Get access to the WhatsApp API

First, you need to have access to the WhatsApp API. This is a pay-per-use product of WhatsApp and can be availed through one of their resellers like Interakt or Superlemon.

These two are the most affordable solutions on the market and offer easy integration with many support tools.

Follow the below steps to complete the integration:

  • Step 1 - Log in to your API provider account
  • Step 2 - Find the “Integrations” menu on your account dashboard
  • Step 3 - Look for “DelightChat” in the integration options. 
  • Step 4 - Enable the integration from your API provider side
  • Step 5 - Go to DelightChat to complete the final setup

After you complete the above steps, you’ll be halfway through the setup. Next, it’s time to find and integrate the API with your shared inbox.

2. Integrate with your shared inbox solution

Once you receive the API access, the next step is to integrate it with a shared WhatsApp inbox tool that suits your needs.

If you’re an ecommerce business on Shopify and want a tool that integrates directly with the platform, DelightChat is the perfect fit. It displays customer information right on your chat screen so you no longer have to switch tabs looking for orders. 

Your support team can also use DelightChat for internal collaboration with private messages by tagging each other, adding internal notes for better context, and creating followup reminders. 

To complete the setup and integrate DelightChat with the API, you can follow the WhatsApp API integration guide

Now, the final step is to onboard your entire team and begin supporting customers. 

3. Get your support team onboard

After you’re all set up, the last step is to invite all your team members. You can invite unlimited users on DelightChat to help support customers. Here are the steps to add your team members. 

  • Step 1: Click “Invite Team Members” right under “All Team Members” 
  • Step 2: Enter the details of the user. Enter the first and last name, add a username, and enter their email address. 
  • Step 3: Choose the permissions that you want to offer to the user. You can select between “Agent” and “Admin”. These roles decide if the user can access DelightChat settings or not.
  • Step 4: Select the support channels that you want the user to have access to.
  • Step 5: Click “Invite Team Member”.

An invite email will be sent out to the invited users. Once they accept the invitation and create a password, they’ll be able to access the dashboard and respond to customer queries. It’s that simple.

Sharing a WhatsApp inbox significantly boosts your team’s productivity. A shared inbox that lets you combine all support channels into one and allows team member collaboration, solves two major problems simultaneously:

  1. Support team efficiency - Your support team no longer loses time and productivity managing customer conversations across different channels. All messages are on a single dashboard. They’re able to communicate with other team members from the same screen for increased context of the conversation.
  2. Query resolution time - Time saved in managing conversations is used for solving customer queries and your customers receive quick responses. The result? Delighted customers.

And finally, the end goal for customer support is to reach inbox zero every day by fixing these issues. With that in mind, we designed every feature in DelightChat to help you achieve your goal faster. 

Want to see how it works out for your business? Try DelightChat.

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