Onboarding Support

Definition

• Co-Existence = using the same phone number on both:

  • WhatsApp Cloud API

  • WhatsApp Business App (mobile)

• Both systems operate in parallel

• No need for a separate API-only number

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Why Co-Existence Matters

• Lets businesses keep their existing business phone number

• Allows human agents + automations to work together

• Eliminates the need for device-farm or forwarding hacks

• Reduces friction for customers (same number everywhere)

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How It Technically Works

• Number is registered inside a WhatsApp Business Account (WABA)

• The number is also active on a physical device using the Business App

• Meta routes messages to both channels:

  • API receives a webhook

  • App receives the chat in real time

• Delivery is synchronized through Meta’s servers

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Supported Actions with Co-Existence

• Sending messages via API

• Receiving messages in both API and App

• Human replies override bot logic when needed

• Agents can continue conversations normally

• Automation resumes when agent stops responding

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Limitations

• App and API cannot send the exact same message at the same millisecond

• Heavy API broadcasts may temporarily flood the app inbox

• Some advanced API features (interactive lists) appear differently in the app

• If the phone is offline, only the API continues working

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Business Requirements

• Verified WhatsApp Business Account (WABA)

• Phone Number ID connected through embedded signup

• Cloud API activated

• Co-Existence enabled during signup

• Access token with sufficient permissions

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How to Enable Co-Existence

• Start embedded signup (Meta official flow)

• Log in with Facebook Business Manager

• Select existing phone number (not new one)

• Choose “Use with WhatsApp Business App”

• Approve permissions

• Complete verification if required

• Number becomes active for both API + App

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Using Co-Existence in Daily Operations

• Agents handle customer chats through the mobile app

• Automation handles:

  • lead qualification

  • welcome messages

  • reminders

  • broadcasts

  • flows

• Teams can mix manual + automated handling based on volume

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Best Practices

• Keep the phone online to avoid sync delays

• Do not delete chats frequently (affects context for agents)

• Use API mainly for flows and automation

• Use the app for human conversations and manual service

• Tag incoming chats inside the app when needed

• Combine with a clear bot ↔ human handover strategy

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Who Should Use Co-Existence

• SMBs that want to keep their main WhatsApp number

• Businesses with a service team using the mobile app

• Companies adding automation without replacing human staff

• Teams transitioning from the app to API gradually

• Users who want broadcasts + bot flows + manual replies

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Who Should Not Use Co-Existence

• Call centers with many agents (prefer multi-agent APIs)

• Enterprises with high-volume automation-only flows

• Cases where the mobile app cannot be reliably online

• Users requiring deep CRM routing (need API-only setup)

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Simple Flow Example

• Customer messages the business

• API receives webhook → automation responds

• Human opens chat on app → takes over

• Automation pauses

• Session ends → API can send follow-up template if needed