Most businesses already have a number customers know, running on the WhatsApp Business app. Coexistence lets you connect that number to the API and keep using the app as well, so you don't have to change number or give up your phone.
Worth knowing first: Coexistence has conditions and some app features stop working. Read the "what changes" section before you connect a busy number.
What coexistence does
After connecting:
- Your number works in the WhatsApp Business app and through the Cloud API together.
- One-to-one chats are mirrored between the two.
- Up to 180 days of chat history can be synced, if you agree to share it. Group chats aren't included.
- Messages you send from the app stay free. Messages sent through the API follow Meta's API pricing.
What changes in the app
| Feature | After connecting |
|---|---|
| One-to-one chats and contacts | Keep working |
| Broadcast lists | Existing lists become read-only |
| Disappearing and view-once messages | Turned off |
| Live location | Turned off |
| Group chats, calls and channels | Not available through the API |
Speed is also capped at 20 messages per second on these numbers. That is plenty for almost every business.
Before you start
- Update the WhatsApp Business app. It must be version 2.24.17 or newer.
- Have the phone with the app beside you, with a good connection.
- Make sure you can sign in to Facebook, with admin access to your business's Meta portfolio.
- Do it at a quiet time, not during your busiest hours.
Common problems and how to fix them
The number isn't eligible
Why: Coexistence is for numbers already used on the WhatsApp Business app. A number on the personal WhatsApp app, or one already on the API, won't go through this route.
Fix: Move the number to the WhatsApp Business app first, use it normally, then try again. If it's already on the API, disconnect it from the old provider first.
Coexistence isn't offered in your country
Why: Meta controls where and how coexistence is available, and this has changed over time.
Fix: Check with your provider before planning around it. If it isn't available, the alternatives are moving the number fully to the API, or using a new number for the API.
The QR code or pairing step fails
Why: Usually an old app version or a weak connection.
Fix: Update the app, keep it open in the foreground, and start the flow again.
Chat history didn't sync
Why: Sharing history must be accepted, and the sync has a limited time window. There's a 24-hour window after onboarding, and the app should stay open during the sync.
Fix: Keep the app open. If the window has passed, you may need to disconnect and go through the flow again.
A linked device stopped working
Why: Connecting unlinks all companion devices. WhatsApp for Windows and WearOS aren't supported.
Fix: Re-link the supported ones. You can link up to four.
The number disconnected by itself
Why: If the main phone isn't used for about 14 days, or a companion device for about 30 days, the link can drop.
Fix: Open the WhatsApp Business app regularly on the main phone.
You want to turn it off
In the WhatsApp Business app, go to Settings > Account > Business Platform and choose Disconnect Account.
Quick checklist
- App updated to 2.24.17 or newer
- Number active on the WhatsApp Business app
- Number not connected to another API provider
- Admin access to your Meta business portfolio
- Staff told that broadcast lists will become read-only
- App kept open until the sync finishes
How ServiceBot.ae fits in
ServiceBot.ae connects through Meta's "Connect with Facebook" flow, and numbers moved from the WhatsApp Business app are kept as they are. We check your number with you during onboarding, because Meta decides which numbers qualify.