Using WhatsApp Coexistence for Dual-Platform Messaging

What is WhatsApp Coexistence?

WhatsApp Coexistence allows you to integrate your existing WhatsApp Business App with the CRM without interrupting your current usage. Once configured, you can send and receive WhatsApp messages from both your mobile app and the CRM at the same time, using the same phone number. This feature is ideal if you are already actively using the WhatsApp Business App and wish to continue using it alongside the CRM.

What You Can Do with Coexistence

• Send and receive messages from both the WhatsApp Business App and the CRM
• Use CRM automation and workflows
• Send approved template messages from the CRM
• Import up to six months of chat history

Limitations

• You cannot send template messages from the WhatsApp Business App—they must be sent through the CRM
• Your WhatsApp Business profile (display name, picture, business info) is managed in the WhatsApp Business App, not the CRM
• You can connect only one phone number per account using Coexistence
• Coexistence is not available for phone numbers from Nigeria or South Africa

Step-by-Step Setup

Before You Begin

Ensure you have your Facebook account credentials and the phone number currently active in your WhatsApp Business App ready. You will also need your mobile device to scan a QR code.

Setup Process

1. Go to Settings > WhatsApp and select Connect your WhatsApp
2. Follow the on-screen instructions to begin registration
3. Click Continue to proceed with the integration
4. Select Connect a WhatsApp Business App, then tap Next
5. Enter your WhatsApp Business phone number and tap Next
6. Review your WhatsApp Business Account details and make corrections if needed
7. Import your contacts and up to six months of chat history into the CRM. Update your WhatsApp Business App to the latest version before this step. Look for a message from the official Facebook Business account and scan the QR code when prompted
8. Scan the QR code to complete the connection
9. Your contacts and conversations will sync securely with the CRM
10. Your integration is now complete
11. Review all details and click Confirm
12. Click Finish. Send a test message to confirm everything is working

Frequently Asked Questions

Will my existing chat history be lost when I connect?

No. During setup, you can import up to six months of chat history from your WhatsApp Business App into the CRM. Make sure your app is updated to the latest version before Step 7.

Can I still use my WhatsApp Business App after connecting?

Yes. After setup, both your WhatsApp Business App and the CRM will be active simultaneously. Messages sent to your number will appear in both places.

The QR code expired before I could scan it—what do I do?

Restart the setup from Step 7. Ensure your device is unlocked and the WhatsApp Business App is open before reaching the QR code step. QR codes expire quickly.

I cannot find the message from Facebook Business in my app—where is it?

Check your WhatsApp Business App for a message from "Facebook Business" or "Meta". It may take a few minutes to arrive. If it does not appear, ensure your app is updated to the latest version and restart the process.

Can I send template messages from my WhatsApp Business App after connecting?

No. Template messages can only be sent through the CRM. The WhatsApp Business App does not support template sending via the Business API in Coexistence mode.

My number is from Nigeria or South Africa—can I still use Coexistence?

No. Coexistence is not available for phone numbers from Nigeria or South Africa. Use the New Number or BSP Migration method instead.