Team customer service

How to use the same WhatsApp number on multiple devices

Quick answer

For several people to answer on the same WhatsApp number, the way is to connect the number to a customer service dashboard instead of sharing one device. In CertuAI the number connects once, each team member logs in with their own access, and the AI agent answers what's repetitive. Conversations are saved in the included CRM.

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

Passing the phone from hand to hand doesn't scale. With CertuAI, the number stays connected once and the team answers through the dashboard, each person from their own login, with the AI agent answering what's repetitive.

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Updated on September 23, 2026 · Written by Bernardo Villela, CEO of CertuAI · Florianópolis (SC) · CertuAI serves all of Brazil

Summary in 7 facts

With CertuAI, the number stays connected once and the team answers through the dashboard, each person from their own login, with the AI agent answering what's repetitive.
Quick answer For several people to answer on the same WhatsApp number, the way is to connect the number to a customer service dashboard instead of sharing one device.
In CertuAI the number connects once, each team member logs in with their own access, and the AI agent answers what's repetitive.
Three things, and you probably already have almost all of them.
Estimated time: a few minutes Difficulty: easy, no coding required Steps: 3 The WhatsApp number your business already usesThe number is yours and stays yours.
There are 3 steps in CertuAI: Connect the number once, Give your team access and Put the agent up front.
Step 1 of 3Connect the number once Connect to CertuAI the WhatsApp number your customers already know, by QR code or through Meta's official route.

By the numbers

Number	What it means
3 steps	There are 3 steps in CertuAI: Connect the number once, Give your team access and Put the agent up front.
5 people	It depends on the plan: Start includes 5 people, Pro includes 10 and Max includes 25.
R$ 30 (Brazilian reais) per month	Beyond that, each extra person costs R$ 30 (Brazilian reais) per month.
R$ 200 (Brazilian reais) per month	An extra number costs R$ 200 (Brazilian reais) per month.

How to use the same WhatsApp number on multiple devices?

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: 3

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 to get the team on the same number?

There are 3 steps in CertuAI: Connect the number once, Give your team access and Put the agent up front.

Step 1 of 3
Connect the number once
Connect to CertuAI the WhatsApp number your customers already know, by QR code or through Meta's official route. The number stays yours.
Step 2 of 3
Give your team access
In the CertuAI dashboard, each person logs in with their own login, from any computer or phone, without sharing a device and without forwarding screenshots.
Step 3 of 3
Put the agent up front
CertuAI's AI agent handles the first contact and answers what's repetitive. The team steps in through the dashboard when the topic calls for a person, and the same WhatsApp number is handled by several people at once.

Result when you finish

CertuAI's AI agent handles the first contact and answers what's repetitive. The team steps in through the dashboard when the topic calls for a person, and the same WhatsApp number is handled by several people at once. This is the expected result of this CertuAI guide.

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Why doesn't sharing a phone work for team customer service?

When two people need to answer the same WhatsApp, the improvised fix is usually to share the phone or forward screenshots. It works while the volume is small and starts to weigh as it grows.

What fixes it is separating the number from the device: the number stays connected once and customer service happens in a dashboard, where each person logs in with their own access.

That way the same contact your customers already know is handled by several people, with nobody needing to hold the phone.

What changes day to day?

Nobody fights over the phone

Customer service moves off the device and into the dashboard. Whoever is available answers, from wherever they are.

Every conversation has an owner

You can see who is handling what, so two people don't answer the same thing twice.

The history stays in one place

The conversation becomes a record in the included CRM, with a summary ready for the next person to continue.

The AI covers the off hours

Outside business hours and at peaks, the agent answers right away and logs the contact for the team to pick up.

What's the difference between passing the phone around and answering from the dashboard?

Before: One device, one person at a time

After: Several logins on the same number, at the same time

Before: Nobody knows who already replied

After: The conversation shows who is handling it

Before: The customer waits for the owner to get back from lunch

After: The agent answers right away and notifies the team

Before: The history disappears when someone leaves the company

After: Everything is logged in the included CRM

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.

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Frequently asked questions

The questions that come up before putting an agent live.

Do I need a number for each person on the team?

No. There's just one number, and it's the access that multiplies. Each person logs in to the CertuAI dashboard with their own login.

Will my customers notice a difference?

For them it's the same contact as always. Only the inside changes, where the team answers.

Can I see who answered what?

Yes. Every conversation is logged in the included CRM, with the history of who handled it and what was agreed.

How many people fit on the dashboard?

It depends on the plan: Start includes 5 people, Pro includes 10 and Max includes 25. Beyond that, each additional person costs R$ 30 (Brazilian reais) per month. See the comparison at certu.com.br/planos.

Can the team answer from their phones?

Yes. The dashboard opens in the browser on a computer or phone, so you can answer from wherever you are.

What if I want more than one number?

Start and Pro include one number connection, Max includes 3, and every connected number is still yours. An extra number costs R$ 200 (Brazilian reais) per month.