Limitations of WhatsApp Web and Desktop

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While WhatsApp Web and Desktop apps provide great functionality, they have limitations, especially for growing sales teams. Some of these limitations include:

WhatsApp Web allows linking only a limited number of devices, making it challenging for teams to share an account effectively
While linking WhatsApp Business with Windows and Mac can make your team collaboration a bit more streamlined, it’s still considered impractical. There’s no way to assign chats to team members or leave internal notes within conversations
You can’t automate responses, categorize conversations, or create bot flows
Finding and logging information into your CRM systems is manual and time consuming, even when using WhatsApp on computers
While you can see what agents are doing, you don’t get any actionable insights to inform your decision-making
Personalization is almost non-existing since your leads will always be seeing your company’s logo and name instead of an actual member of your sales team
How to overcome WA Web limitations with the WhatsApp Business API
The WhatsApp Business API removes many of the limitations of the WhatsApp Business app, enabling your team to be more productive, stay on top of all conversations without dropping leads, and close more deals to drive higher ROI.

Here’s where the WhatsApp Business API can be a better choice over the WhatsApp Business app:

With the API, you can connect an unlimited number of users and devices to your account, enabling you to scale your team without limitation
Using automated conversation routing and assignment, your team can easily collaborate on different customer conversations without losing context. They can also chat internally with internal notes, built right into their chat interface with customers
The API supports CRM integrations, which syncs your CRM contact list with that of WhatsApp, automatically logs customer conversations and registers new contacts, and even supports your CRM workflows with WhatsApp-specific actions
Using the API’s conversation categorization, automated responses, and chatbot flows, sales reps can manage customer conversations and nurture leads more efficiently on their computers
You can create personalized experiences for your customers with same-agent assignment, personalized template messages, and complete visibility over each customer’s history with your company and CRM data
Gain better visibility over customer conversations with built-in analytics reports that provide practical insights into your team’s performance and customer satisfaction metrics and KPIs
When to consider upgrading to the API
Depending on the size of your sales operations and how you expect your business to grow, the WhatsApp Business app on desktop may be enough for your needs. However, as your sales team expands and the number of leads you get overwhelms the capacity of your sales team, upgrading to the WhatsApp Business API could make sense. Here are a couple of situations that could justify making the jump:

Your sales team handles a high volume of inquiries and doing south africa whatsapp phone number everything manually results in lost deals
Your CRM contact list and workflows are expanding and getting more complex, and switching between WhatsApp Web and the CRM interface is wasting your agents’ time and preventing them from reaching their sales targets
Summing it up
Let’s recap!

Whether you want to use WhatsApp Desktop or Web, you just need to have your phone around, scan a QR code, and you’ll be good to go.

Once everyone on your team connects WhatsApp to their computers, they can start managing their customer conversations and collaborate easily without having to use their phones.

As your company’s needs grow and your sales operations involve more than just a couple of sales reps handling a few leads every day, moving to the WhatsApp Business API enables unrestricted scaling.

Find out more about the WhatsApp Business API here:

What is the WhatsApp Business API [Complete Guide 2024]

Frequently Asked Questions