Coexistence Onboarding

This section provides details on how to onboard businesses that are already using the WhatsApp Business App and want to expand to the WhatsApp Cloud API.

Requirements

Before onboarding a number to WhatsApp Coexistence Mode, make sure:

• The phone number has been actively using the WhatsApp Business App for at least 7 days.

• The latest version of the WhatsApp Business App is installed on a smartphone with a camera (QR code required).

• The number is not from a restricted region.

You can create a new Meta Business Account or connect to an existing one during the Embedded Signup process.

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

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

Before selecting the chat sync option during onboarding, direct clients (businesses without an integration partner) should contact Support.

Step-by-Step Procedure

1

Connect the Number via Facebook Business Manager

• Access the business’s Facebook Business Manager.

• Go to Settings > WhatsApp Accounts.

• Click Add > Link a WhatsApp Business account.

  

  Adding your WhatsApp Business Acount to your Business Manager
• Enter the phone number that is already connected to the WhatsApp Business App.

  

  Enter your phone number
• Validate the OTP received.

  

  Complete adding your WhatsApp Business Acount to your Business Manager

2

Start the Embedded Signup (ES) via 360dialog

• Use the standard 360dialog Embedded Signup process.

  If you’re using an integration partner, reach out to them for the appropriate onboarding link.

• In the flow, select:

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

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

    
• Confirm the number details.

3

Connect the WhatsApp Business App

• Proceed with the “Connect your existing WhatsApp Business app” option.

  
• Enter the phone number again and verify.

  
• Open the WhatsApp Business App on your phone.

• 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.

    

4

Confirm Migration and History Sync

• Tapping the message button will:

  • Inform the business that chat history can be migrated to 360dialog.

  • Enable history and contact sync (optional).

    
• Tapping “Scan QR code” will trigger:

  • The chat history sharing with 360dialog.

  • The connection to the WhatsApp Business Platform.

    

5

Finish the Embedded Signup

• Confirm or edit your WhatsApp Business Account information.

  
• Once completed:

  • 360dialog will create the integration.

  • The number will be ready for use on the WhatsApp Business Platform (Cloud API).

  • Contacts and history sync will begin, if chosen.

  • Webhooks will be logged and available.

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.

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Post-Onboarding Notes

You may now:

• Set the number webhook.

• Start processing echo payloads.

• Refer to the Echo Payload Documentation for implementation.