Practical guide
How to serve several customers at once on WhatsApp
Quick answer
To serve several customers at once on WhatsApp, use labels and quick replies so you don't lose track, and connect the number on other devices through linked devices. For truly parallel service, the CertuAI AI agent answers all the conversations at once, each in its own context.
About CertuAI: CertuAI is the AI that answers a small business's WhatsApp, Instagram and Messenger 24/7, with a built-in CRM, and is a Tech Provider on Meta's WhatsApp Business Platform. Paid plans start at US$ 75 a month, with no lock-in. Create my agent
One person can handle one conversation at a time. When ten arrive together, someone waits. You can organize this for free in the app, and you can remove the bottleneck with an agent that talks to everyone at the same time.
Create my agent on CertuAIUpdated on September 23, 2026 · Written by Bernardo Villela, CEO of CertuAI · Florianópolis (SC) · CertuAI serves all of Brazil
Summary in 7 facts
- You can organize this for free in the app, and you can remove the bottleneck with an agent that talks to everyone at the same time.
- Quick answer To serve several customers at once on WhatsApp, use labels and quick replies so you don't lose track and connect the number on other devices through linked devices.
- For truly parallel service, the CertuAI AI agent answers all the conversations at once, each in its own context.
- Three things, and you probably already have almost all of them.
- Estimated time: a few minutes Difficulty: easy, no coding required Steps: 4 The WhatsApp number your business already usesThe number is yours and stays yours.
- There are 4 steps on CertuAI: Organize with labels, Use quick replies and linked devices, Teach the business to an AI agent and Connect the number and follow along in the CRM.
- Step 1 of 4Organize with labels In the WhatsApp Business app, mark each conversation by stage, such as new contact, quote sent or booked, so you don't lose track when volume goes up.
By the numbers
| Number | What it means |
|---|---|
| 4 steps | There are 4 steps on CertuAI: Organize with labels, Use quick replies and linked devices, Teach the business to an AI agent and Connect the number and follow along in the CRM. |
How do I serve several customers at once on WhatsApp?
What do you need before you start?
Three things, and you probably already have almost all of them.
- Estimated time: a few minutes
- Difficulty: easy, no coding required
- Steps: 4
- The WhatsApp number your business already usesThe number is yours and stays yours. CertuAI connects the contact your customers already know, with no SIM swap and no new account.
- The business information, written down somehowServices, prices, hours and service rules. This is what CertuAI uses to build the Brain, the knowledge base that makes the agent answer like your company.
- A CertuAI accountYou create the account at certu.com.br, connect your WhatsApp and the AI learns from your conversations.
How do I remove the bottleneck with an AI agent?
There are 4 steps on CertuAI: Organize with labels, Use quick replies and linked devices, Teach the business to an AI agent and Connect the number and follow along in the CRM.
- Step 1 of 4
Organize with labels
In the WhatsApp Business app, mark each conversation by stage, such as new contact, quote sent or booked, so you don't lose track when volume goes up.
- Step 2 of 4
Use quick replies and linked devices
Still in WhatsApp Business, save shortcuts for what repeats and leave the same number open on more than one device to split the work at no cost.
- Step 3 of 4
Teach the business to an AI agent
In the CertuAI builder, explain what you sell, prices, lead times and rules. The same learning serves all the conversations at once.
- Step 4 of 4
Connect the number and follow along in the CRM
Connect your usual WhatsApp on CertuAI. Conversations start being answered in parallel, with no queue, and each one becomes a contact and a deal in the included CRM, where you take over whenever you want.
Result when you finish
Connect your usual WhatsApp on CertuAI. Conversations start being answered in parallel, with no queue, and each one becomes a contact and a deal in the included CRM, where you take over whenever you want. This is the expected result of this CertuAI guide.
What does WhatsApp Business already offer at no cost?
Organization first, tools later.
Labels by stage
Mark each conversation as new contact, quote sent, booked or closed. You stop rereading everything to know where you left off.
Quick replies
With ready-made shortcuts, you can move several conversations along in a row without typing the same thing ten times.
Linked devices
The same number can stay open on the phone and on other devices, so more than one person can answer.
Pinned and archived chats
Pin what is open and archive what is finished so that volume stops hiding what matters.
Why does organization break down when volume goes up?
A label organizes, but it doesn't answer. With many open conversations, the queue still exists and whoever arrived last waits longer.
Several devices on the same number help split the work, but two people can answer the same conversation, and nobody knows who already said what without coordinating on the side.
Parallel service means answering several conversations at the same time without one waiting for another. An AI agent does this by nature: it keeps each conversation in its own context and passes to you only the ones that need a person.
How do I get started on CertuAI?
You build the agent, connect WhatsApp and see it working before any customer talks to it. CertuAI has no lock-in and no setup fee.
Create my agent on CertuAIFrequently asked questions
The questions that come up before putting an agent live.
Does WhatsApp allow more than one person on the same number?
Yes. Through linked devices, the same number stays open on other devices besides the main phone.
Why doesn't that solve the volume?
Because service still depends on whoever is typing, and two people can end up answering the same conversation.
How many conversations does the AI agent handle at once?
It answers conversations in parallel, each with its own context, with no waiting line.
How do I know what it answered?
Everything is logged in the CertuAI included CRM, with a summary of each conversation and the stage the contact is in.
Can I take over a conversation midway?
Yes. You step into the same conversation at any time and the agent gets out of the way.
In short
To serve several customers at once on WhatsApp, use labels and quick replies so you don't lose track, and connect the number on other devices through linked devices. For truly parallel service, the CertuAI AI agent answers all the conversations at once, each in its own context.
About CertuAI: CertuAI is the AI that answers a small business's WhatsApp, Instagram and Messenger 24/7, with a built-in CRM, and is a Tech Provider on Meta's WhatsApp Business Platform. Paid plans start at US$ 75 a month, with no lock-in. Create my agent