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Coexistence Onboarding

This document describes how to connect a WhatsApp Business app account and phone number to the WhatsApp Business Platform (also known as WhatsApp Coexistence)

This guide shows how to add a WhatsApp Business app account and phone number to the WhatsApp Business Platform with 360Dialog.

Using the same phone number for both the WhatsApp Business App, and the WhatsApp Business Platform, is known as Coexistence.

Not using the WhatsApp Business App? If the business is not using the WhatsApp Business App, register the number through the standard Embedded Signup process, without enabling coexistence.

Requirements

Before onboarding a number to the WhatsApp Business Platform using Coexistence, make sure:

Profile picture updates are not supported after onboarding. Businesses should ensure that the profile picture is set correctly in the WhatsApp Business App before starting the onboarding process

You can create a new Meta business portfolio, or connect to an existing one during the Embedded Signup process.

Please choose your business portfolio carefully, since it can't be changed after the number is registered. It is mandatory that the business portfolio is owned by the business who is sending messages. Adding users who do not belong to this company can cause your business portfolio to be blocked.

You must add your information in the Business Info section of Business Portfolio Settings. You need to include a legal name, an address, a website, and the business phone number you intend to use for messaging.

Step-by-Step Procedure

1

Start Embedded Signup

  1. If you don't have a 360Dialog Hub account, follow the link provided by your Integration Partner, or use our sign up page. If you already have a 360Dialog Hub account, you can get started by signing into your account on the 360Dialog Hub.

  2. Open 360Dialog Hub and click the Add number button:

If another number has previously been added, click the top-right corner and select Add number.

The “Add Number” button is disabled for Partner-Paid accounts. If the button is grayed out, you may have a Partner-Paid account. This guide should be followed by owners of Direct-Paid accounts.

If your account is a Partner-Paid account, refer to your partner's documentation on adding a new phone number, or contact your partner for assistance.

  1. In the form that opens, select:

  • No, this number is not connected to the WhatsApp Business API.

  • Yes, this number is connected to the WhatsApp Business App.

  1. Click the "Confirm the number details" button.

2

Connect the WhatsApp Business App

  1. Proceed with the “Connect a WhatsApp Business App” option.

  2. Enter the phone number again and verify.

  3. Open the WhatsApp Business App on your phone.

  4. Follow the in-app instructions:

    • A new WhatsApp message will prompt you to scan a QR code.

    • Tap the message and scan the QR displayed on screen.

3

Confirm Migration and History Sync

Tapping the message button will:

Tapping “Scan QR code” will trigger:

4

Finish Embedded Signup

Confirm or edit your WhatsApp Business Account information.

Once completed:

Onboarding and synchronization can take several minutes, depending on a number of factors such as the size of the business's messaging history, internet speed, etc. If you encounter any issues, please reach out to our Support Team.

360Dialog direct clients don´t use a partner-configured webhook URL, so they can sync the history and then download it from the 360Dialog Hub.

Post-Onboarding Notes

You may now:

  • Set the phone number's webhook.

  • Start processing Coexistence-exclusive webhooks. See Coexistence Events for implementation details.

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