Coexistence Onboarding
This guide shows how to connect 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.
Before you start
Ensure the latest version of the WhatsApp Business App is installed on a smartphone equipped with a camera to scan the required QR code during signup.
Business portfolio requirements
A new Meta Business Portfolio can be created, or an existing one connected, during Embedded Signup. Keep the following requirements in mind:
Portfolio Selection – Choose the Meta Business Portfolio carefully, as it cannot be changed once the number is registered.
Portfolio Ownership – The portfolio must be owned by the business sending the messages. Adding users who do not belong to the company can result in the portfolio being blocked.
Business Information Setup – Complete the Business Info section in the Business Portfolio Settings. The setup requires a legal name, address, website, and the business phone number intended for messaging.
Step-by-Step Procedure
Launch Embedded Signup
The entry point depends on the setup:
Direct 360dialog clients: Log in to the Hub and click Add channel.
Clients using an integration partner: Launch Embedded Signup from the partner's application. Some partners provide a link or button for this.
Add Channel button disabled
The Add channel button is disabled for Partner-Paid accounts, where an integration partner handles your WhatsApp API billing. In this case, start Embedded Signup from your partner's application. If you do not have an integration partner, or need help registering a number, contact our Support team.
Then complete the following:
Select the desired pricing plan and click Continue.
Enter the phone number and click Next.
Select the option Yes, Business App.
Choose your account-flow (EU vs non-EU)
The next screen, Do you have a Facebook account?, varies depending on the origin of the number:
EU numbers: Select Yes, I have a Facebook account. It is not possible to continue without a Facebook account.
Non-EU numbers: Select either Yes, I have a Facebook account or No, I don't have a Facebook account.
Next, click Open Meta Signup.
This opens Meta's signup in a pop-up window, so make sure pop-ups are allowed:
EU numbers: Continue with Facebook.
Non-EU numbers: You may also see Continue with WhatsApp Business, if the feature is enabled and you are not logged in to any Facebook Manager.
Connect the WhatsApp Business App
Select Connect a WhatsApp Business App.
In some cases, the interface may prompt to enter the phone number first:
Enter the phone number and verify it.
Open the WhatsApp Business App on your phone.
Follow the in-app instructions. A new WhatsApp message prompts you to scan a QR code.
Tap the message, then either scan the QR code shown on screen or enter the access code.
Finish Embedded Signup
Confirm or edit your WhatsApp Business Account information, including the account name and time zone.
Continue to complete signup.
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Once completed:
360dialog creates the integration.
The number is ready for use on the WhatsApp Business Platform.
Contacts and history sync begins, if chosen.
Webhooks are logged and available.
Coexistence Webhook Download
360dialog direct clients do not use a partner-configured webhook URL, so you can sync the history and then download it from the 360dialog Hub. Note: this option is not available for Clients who use an integration Partner.
After onboarding
You may now:
Set the phone number's webhook.
Start processing Coexistence-exclusive webhooks. See Coexistence Events for implementation details.
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