Seats are accounts, not sessions
When you hit the plan limit, the invitation is refused with User limit reached and a
prompt to upgrade. Nothing about how many of those people are logged in at once changes
that number.
See Plans and usage for the other plan limits, and
Users and invitations for the removal order that
avoids stranding customers.
One person, several devices
You can be signed in on a laptop, a second tab and a phone at once. Presence is tracked across all of them: you stay Ready until your last tab closes, so closing one window does not take you out of the rotation. See Ready, Busy and Off.Many agents, one channel
A channel is not owned by an agent. One WhatsApp number, one Facebook Page or one Instagram account can be worked by the whole team simultaneously — that is the point of a shared inbox. What decides who handles what is not the channel but assignment: new chats go to the eligible agent with the fewest open ones, and a returning customer goes back to the agent who owns them. Add five more agents and distribution simply spreads the same conversations more thinly.The exception is personal WhatsApp, where the phone
is the constraint, not the team. One phone holds one linked session and must stay online;
your whole team still answers from Linkiasoft, but if that phone goes offline everybody
stops at once. It is the main reason to move a busy team to
WhatsApp Business.
What each person sees
Frontline agents see only the conversations assigned to them. Managers and admins see everything their channel grants allow. This is what stops a ten-agent team from tripping over each other: in normal use, no two agents are looking at the same chat. Where two people can see one chat — a manager and the assigned agent — there is no lock. Both can type, and both messages will send. Assignment is the convention that prevents it, not a technical barrier, so if a manager takes over a conversation it is worth reassigning it rather than answering over the agent’s shoulder. Channel access binds on top of all of this: a manager restricted to Messenger cannot open an Instagram chat, however senior they are. See Roles and permissions.The limits that do exist
None of these are about how many people are working — but they are what people are usually asking about when they ask this question.Sizing a team
Because distribution is least-loaded rather than a strict rota, adding agents raises capacity smoothly — there is no rota to rebuild and no setting to change. What actually limits throughput in practice is usually one of:- Chats left open. Distribution counts open chats. An agent who never closes anything looks permanently busy and stops receiving work.
- Channel grants. Ten agents on a role that does not include the busy channel leaves one person carrying it. Check Roles → the role → Channels.
- Presence. With Only distribute to Ready agents on, anyone who forgets to go Ready is invisible to distribution.
Related
How assignment works
Who receives which chat, and why.
Roles and permissions
Data scope, channel access and teams.
Users and invitations
Adding, deactivating and removing people.
Plans and usage
Every plan limit in one place.