WhatsApp Business App Coexistence
Overview
The WhatsApp Coexistence feature lets you connect a number that is already in use in the WhatsApp Business App to the API, allowing the same number to run on both the API and the App at the same time. EngageLab WhatsApp builds on Meta's capability, and the underlying functionality is consistent with the Meta official documentation.
After connecting successfully, businesses can:
- Send messages to their customers at scale through the Cloud API on our platform;
- At the same time keep the ability to send and receive one-to-one messages via the WhatsApp Business App;
- Keep the message history synced across both ends (App + Cloud API).
Pricing
- Messages sent via the WhatsApp Business App remain free;
- Messages sent via the platform/API are charged according to Cloud API pricing.
Onboarding process
Before you start, confirm
- Your WhatsApp Business App version is 2.24.17 or higher;
- The phone number you want to connect is currently in normal use in your WhatsApp Business App;
- During the connection process, keep the WhatsApp Business App open so that the subsequent data sync can complete;
- Understand in advance the changes and limitations to the App's features after activation.
Process overview
1. Initiate the connection on the platform
Log in to our platform, start the connection process, and select WhatsApp Business App Coexistence.
2. Enter the number and scan the QR code with the App
Enter the phone number currently in use in your WhatsApp Business App. After the system verifies it successfully, use the WhatsApp App to scan the QR code.
If the system reports an error, check whether the number is already in use in the WhatsApp Business App.
3. Complete the connection in the WhatsApp Business App
Open the WhatsApp Business App on your phone and follow these steps in order:
- You will receive a message from the official Facebook Business Account; tap Connect;
- Tap the Connect to the Business Platform button to continue;
- Tap Confirm. At this point you can choose whether to share your chat history with the platform:
- Share: the platform can sync your message history from the last 180 days;
- Don't share: the platform will not obtain your chat history;
4. Complete the remaining steps on the platform
Return to the platform and complete the remaining steps of the connection process.
5. Wait for data sync
After the connection is complete, the platform will automatically sync your contacts and chat history.
- The sync may take a few minutes, depending on your message volume, network speed, and so on;
- During the sync, keep the WhatsApp Business App open;
- Once the sync is complete, we will notify you that the process has finished.
6. Historical data sync
If you chose to share your chat history during connection, you need to tap History Sync on the Sending Number Management page within 24 hours.
Note: This time window is set by the Meta platform. After 24 hours, the platform will not be able to sync your message history.
Feature comparison
The table below explains how each feature in the WhatsApp Business App changes for businesses after connecting to the Cloud API:
| Original WhatsApp Business App feature | Change in the App after connecting to the Cloud API | Whether the feature is supported on the Cloud API |
|---|---|---|
| One-to-one (1:1) chat | Message editing/recall is now supported | Supported. All chat messages from the last 6 months can be synced; sent and received messages are mirrored between the Cloud API and the App |
| Contacts | No change | Supported. All contacts with a WhatsApp number can be synced |
| Group chat | No change | Not supported; group chats will not be synced |
| Disappearing messages | This feature will be turned off for all 1:1 chats | Not supported |
| View once messages | This feature will be disabled for all 1:1 chats | Not supported |
| Live location messages | This feature will be disabled for all 1:1 chats | Not supported |
| Broadcast lists | Will be disabled; you cannot create new ones, and existing broadcast lists become read-only | Not supported |
| Voice/video calls | No change | Not supported |
| Business tools (such as catalog, orders, status) | No change | Not supported |
| Messaging tools (such as marketing messages, greeting messages, away messages, quick replies, labels) | No change | Not supported |
| Business profile (such as name, address, website) | No change | Not supported |
| Channels | No change | Not supported |
Limitations
Chat history sync
If you agree to share your chat history during activation, the platform will sync your message history, with the following limitations:
- Only messages sent and received within the last 180 days (about 6 months) from the connection time are synced;
- Group chat messages will not be synced;
- Downloadable resources for media files (images/videos/files, etc.) only cover media sent within 14 days before connection; for older media, only the text record is kept;
- During the sync, keep the WhatsApp Business App open so that the sync can complete smoothly;
- You can also choose not to share your chat history, in which case the platform will not obtain your message history.
Message sending
Sending volume
A WhatsApp Business App account can send a maximum of 5 messages per second (this includes messages sent from the mobile app as well as messages sent after binding through the platform, counted together).
Sending speed (throughput)
To maintain compatibility with the WhatsApp Business App, the sending speed of a coexistence number is fixed at 20 messages per second (20 mps) and cannot be upgraded. Large-scale bulk sending is subject to this speed cap.
Customer service window
- The 24-hour customer service window only opens when a WhatsApp user messages you after you enable coexistence, allowing you to reply with regular (non-template) messages;
- If the user sent a message before you enabled coexistence, the customer service window was not open at that time, so you can only reply with approved template messages;
- Messages sent via the WhatsApp Business App are not subject to the 24-hour customer service window and can be replied to one-to-one at any time.
Linked devices
- You can link up to 4 WhatsApp "companion" (linked) clients to a WhatsApp Business App account;
- The linked client types WhatsApp for Windows and WhatsApp for WearOS are not supported;
- The moment you enable coexistence, all linked devices are automatically unbound; afterward you can re-link supported devices;
- If the other user messages you from an unsupported linked device, that message will not be synced to the platform and you will not see it in the platform interface;
- If a message you send is viewed on an unsupported linked device, placeholder text will be shown, guiding the user to view it on the primary device.
Notes
24-hour history sync window
After you agree to share your chat history on the App side, you need to tap History Sync on the Sending Number Management page within 24 hours. Beyond this time window, the platform will not be able to sync your message history.
Avoiding unexpected disconnection
The following situations will trigger disconnection of the account from the Cloud API:
| Reason for disconnection | Description |
|---|---|
| Primary device inactive for a long time | The primary device has no activity for about 14 days |
| Linked device inactive for a long time | A linked device has no activity for about 30 days |
| Registered the number with consumer WhatsApp | That is, you re-registered the number with personal WhatsApp |
| Changed phone number | You changed the bound number |
| Re-registered on a new device | You re-registered the number on a new device |
| Policy enforcement / proactive account deletion | Action taken due to a violation, or you proactively deleted the WhatsApp account |
To avoid unexpected disconnection, we recommend keeping the primary device and linked devices in normal active use, and not re-registering the same number with personal WhatsApp.
Conflict with a previous partner's credit line
If you have worked with another partner in the past and are still sharing the previous credit line, an error may occur when you switch to the new platform.
First message may be briefly delayed
After activation, the first time a user messages you (especially when they come in through a "Click to WhatsApp" ad), a brief message anomaly may occur. It usually recovers automatically within a few seconds and is normal.
If you have further questions, please contact technical support.
