WhatsApp Coexistence Mode: Step-by-Step Connection Guide

Summary

Coexistence mode allows you to use the WhatsApp Business mobile app and the WhatsApp Cloud API simultaneously on the same phone number. This means you can continue chatting with customers directly from your phone while also leveraging WhatsTeam's powerful API features such as automated messages, chatbots, CRM integrations, and bulk messaging campaigns.

This guide walks you through everything you need to know before enabling Coexistence, the step-by-step connection process, pricing considerations, and troubleshooting tips.

Important Information Before You Start

Coexistence mode is a powerful feature, but it comes with specific behavioral changes and limitations that you must understand before enabling it. Read this section carefully to avoid unexpected issues after integration.


Key Points to Understand

• Coexistence is currently in beta. Meta is actively developing this feature, which means some behaviors may change over time.
• Both channels share the same number. Messages sent through the mobile app and through the API both originate from the same phone number. Customers see a single conversation thread.
• API messages take priority. When both the mobile app and the API attempt to respond to the same conversation, the API response is delivered and the mobile app response may be suppressed.
• Not all mobile app features are preserved. Some features that work on the mobile app will behave differently or become unavailable once Coexistence is enabled.
• Billing applies to API messages. Messages sent through the WhatsApp Cloud API via WhatsTeam are subject to Meta's conversation-based pricing. Messages sent directly from the mobile app remain free.

Feature Changes After Integration

Once you enable Coexistence mode, the following features on the WhatsApp Business mobile app will be affected:

Message Edit and Revoke

• Edit: Messages sent from the mobile app can still be edited within WhatsApp's standard 15-minute edit window. However, messages sent via the API cannot be edited after delivery.
• Revoke (Delete for Everyone): Messages sent from the mobile app can be revoked as usual. Messages sent via the API cannot be revoked from the mobile app interface.


Disappearing Messages

• Disappearing messages settings configured on the mobile app will apply to the conversation. However, messages sent via the API do not automatically inherit the disappearing messages timer.
• If a customer enables disappearing messages from their end, all messages in the conversation (both app and API) will be subject to the timer.

View Once Media

• View once photos and videos sent from the mobile app work as expected for the recipient.
• The API does not currently support sending view-once media. Any media sent through the API will be delivered as standard (persistent) media.


Live Location

• Live location sharing from the mobile app to customers works as expected.
• The API does not support receiving or displaying live location data. If a customer shares their live location, it will be visible on the mobile app but not through the API/WhatsTeam dashboard.

Broadcast Lists

• Broadcast lists created on the mobile app remain functional.
• However, for large-scale messaging, it is strongly recommended to use WhatsTeam's campaign features instead, as they provide delivery tracking, analytics, and template management.


Requirements

Before enabling Coexistence mode, ensure you meet all of the following requirements:


1. WhatsApp Business App: You must be using the WhatsApp Business app (not the standard consumer WhatsApp app). The app must be updated to the latest version available on your device's app store.

2. Phone Number: The phone number must be actively registered on the WhatsApp Business app. Do not delete or deregister the number before starting this process.

3. Meta Business Account: You need a Meta Business Account (formerly Facebook Business Manager). If you do not have one, it will be created during the Embedded Signup process.

4. WhatsTeam Account: You need an active WhatsTeam account. Sign up at whats.team if you do not have one.

5. Admin Permissions: You must have administrator access to the Meta Business Account that will be associated with the WhatsApp Business Account.

6. Disable Auto-Replies: Turn off all automated replies in the WhatsApp Business app (Away messages, Greeting messages) to prevent conflicts with API automations.

7. Stable Internet Connection: Both your phone (for the mobile app) and your computer (for the setup process) need a reliable internet connection.

8. Modern Browser: Use Chrome, Firefox, or Edge with pop-ups enabled for the Meta login flow.

Step-by-Step Connection Guide

Follow these 18 steps carefully to connect your WhatsApp Business number to WhatsTeam using Coexistence mode.

Step 1: Log In to WhatsTeam

Open your browser and go to whats.team. Log in with your WhatsTeam credentials. If you do not have an account, create one first.


Step 2: Navigate to WhatsApp Connections

Once logged in, go to Settings from the left sidebar navigation menu. Then click on WhatsApp Connections to view your current connections and add a new one.

Step 3: Click Connect a New Number

On the WhatsApp Connections page, click the Connect a New Number button. This will initiate the Embedded Signup flow.


Step 4: Select Coexistence Mode

When prompted to choose a connection type, select Coexistence (Beta). This option allows your number to remain active on the WhatsApp Business mobile app while also being accessible through the API.


Step 5: Facebook Login

A Meta login popup window will appear. Enter your Facebook credentials and log in. If you have two-factor authentication enabled on your Facebook account, complete that verification step as well.

Step 6: Grant Permissions

After logging in, Meta will ask you to grant permissions to WhatsTeam. Review the permissions list carefully and ensure all checkboxes are selected:

• Manage your WhatsApp Business Account
• Manage your WhatsApp Business Account phone numbers
• Send and receive messages on your behalf

Click Continue to grant these permissions.


Step 7: Select or Create a Business Portfolio

Choose an existing Meta Business Portfolio from the dropdown, or create a new one by clicking Create New. Enter your business name and details if creating a new portfolio.


Step 8: Create a WhatsApp Business Account

Select Create a new WhatsApp Business Account or choose an existing one. If creating a new one, provide:

• A display name for your business
• Your business category
• A description of your business

Step 9: Enter Your Phone Number

Enter the phone number that is currently active on your WhatsApp Business mobile app. Make sure to include the country code (e.g., +1 for the United States, +34 for Spain).


Step 10: Verify Ownership

WhatsApp will send a verification code to your number. You can choose to receive it via:

• SMS: A text message with a 6-digit code.
• Voice Call: An automated call that reads the code aloud.

Enter the code in the verification field.

Step 11: Confirm Coexistence Pairing

After verification, the system will detect that the number is active on the WhatsApp Business app and will confirm the Coexistence pairing. You should see a confirmation message indicating that the number will be connected in Coexistence mode.


Step 12: Review Connection Settings

Review all the connection settings before finalizing:

• Business name and display name
• Phone number
• Connection mode (Coexistence)
• Associated Meta Business Portfolio

Step 13: Accept Terms and Conditions

Read and accept the WhatsApp Business API terms of service and the WhatsTeam platform terms. These cover messaging policies, data handling, and usage guidelines.

Step 14: Finalize Setup

Click the Finish Setup button to complete the connection process. The system will process your request, which typically takes 30 seconds to 2 minutes.


Step 15: Verify Connection in Dashboard

Once the setup is complete, you will be redirected to the WhatsTeam dashboard. Your new connection should appear with a Connected status and a Coexistence label.


Step 16: Send a Test Message

From the WhatsTeam dashboard, send a test message to verify the API connection is working:

1. Go to Messaging or Chat.
2. Start a new conversation with a test number.
3. Send a simple text message.
4. Verify the message is delivered and the response is received.

Step 17: Verify Mobile App Still Works

Open the WhatsApp Business app on your phone and confirm:

• The app is still functioning normally.
• You can still send and receive messages.
• Your existing conversations are intact.
• You can see messages sent via the API (they may appear with a slight delay).


Step 18: Configure API Automations

Now that both channels are connected, configure your API automations in WhatsTeam:

1. Set up chatbot flows if desired.
2. Configure auto-reply rules (these will override any app-level auto-replies).
3. Set up notification webhooks for incoming messages.
4. Configure your team's agent assignments.


Pricing

Coexistence mode follows the standard WhatsApp Business API pricing model with some important distinctions:


API Messages (Through WhatsTeam)

• Business-initiated conversations: Standard Meta pricing applies based on the conversation category (Marketing, Utility, Authentication, or Service).
• User-initiated conversations: Currently free for the first 1,000 conversations per month. After that, standard per-conversation rates apply.
• Template messages: Must use pre-approved templates and are billed at the business-initiated conversation rate.

Mobile App Messages

• Direct app messages: Messages sent directly from the WhatsApp Business mobile app do not incur API charges.
• Important caveat: If an API automation responds to a conversation that was initiated through the mobile app, that automated response will be billed as an API conversation.

WhatsTeam Platform Fees

WhatsTeam platform fees are charged separately from Meta's conversation-based pricing. Visit whats.team/pricing for current plan details and included message volumes.

Troubleshooting

Auto-Reply Conflicts

The most common issue in Coexistence mode is conflicting auto-replies between the WhatsApp Business mobile app and WhatsTeam's API automations.


Symptoms

• Customers receive duplicate responses: one from the app's auto-reply and one from the API automation.
• Responses contradict each other (e.g., different business hours or different information).
• The conversation flow feels disjointed to the customer.

Solution

1. Disable all auto-replies in the WhatsApp Business app:

   • Open the app and go to Settings > Business Tools.
   • Turn off Away Message.
   • Turn off Greeting Message.
   • Remove or disable any Quick Replies that could be triggered automatically.

2. Centralize automations in WhatsTeam:

   • Configure all automated responses through the WhatsTeam dashboard.
   • This ensures a single source of truth for all automated interactions.

3. Train your team:

   • If team members use the mobile app to respond manually, ensure they check the WhatsTeam dashboard first to see if an API automation has already responded.
   • Establish clear protocols for who responds through which channel.

Messages Not Appearing on Mobile App

If messages sent through the API are not visible on the mobile app:

• Ensure the WhatsApp Business app is updated to the latest version.
• Check your phone's internet connection.
• Force-close and reopen the app.
• Wait up to 30 seconds, as there can be a brief synchronization delay.

Connection Drops

If the Coexistence connection drops unexpectedly:

• Check the WhatsTeam dashboard for connection status alerts.
• Verify that you have not logged out of WhatsApp Business on your phone.
• Ensure the phone is connected to the internet.
• If the issue persists, reconnect through the WhatsTeam dashboard without deleting the number from the mobile app.

Frequently Asked Questions

1. Will I lose my message history when enabling Coexistence?

No. Your existing message history on the WhatsApp Business mobile app will remain intact. Coexistence mode does not delete or modify your existing conversations. However, messages sent through the API before Coexistence was enabled will not appear retroactively on the mobile app.


2. How does the 24-hour messaging window work in Coexistence?

The 24-hour messaging window applies to API messages only. When a customer sends you a message, a 24-hour window opens during which you can respond freely via the API without using a template. After the window closes, you must use an approved template message to re-initiate the conversation through the API. Messages sent directly from the mobile app are not subject to this window restriction.

3. What happens to ongoing conversations when I enable Coexistence?

Ongoing conversations on the mobile app continue normally. Once Coexistence is active, new incoming messages will be visible both on the mobile app and in the WhatsTeam dashboard. You can choose to respond from either channel. If an API automation is configured, it will respond automatically unless you have set specific rules to prevent it.

4. Are messages synchronized between the mobile app and the API in real time?

Messages are synchronized with a very short delay, typically under 5 seconds. Incoming messages from customers appear on both the mobile app and the WhatsTeam dashboard almost simultaneously. Outgoing messages sent from one channel will appear on the other channel within a few seconds. However, some metadata (such as read receipts triggered from the app) may not propagate to the API dashboard.


5. Can I disable Coexistence and go back to mobile-app-only mode?

Yes. You can disconnect the API connection from the WhatsTeam dashboard at any time without affecting your mobile app. Go to Settings > WhatsApp Connections, select the number, and click Disconnect. Your WhatsApp Business app will continue to function normally after disconnection. Note that any API automations, chatbot flows, and integrations will stop working once disconnected.