WhatsApp Coexistence

Clients now have the possibility of onboarding a number to the WhatsApp Cloud API even if it is already connected to the WhatsApp Business App.

WhatsApp Coexistence

Onboarding a number already registered with the WhatsApp Business App allows you to enable API functionalities without losing chat history and while maintaining access through the mobile app.

This feature enables both interfaces to coexist using the same phone number, allowing businesses to use the benefits of both platforms simultaneously: message at scale and still have the ability to send messages via WhatsApp Business App. You can find a reference to this functionality as "WhatsApp Coexistence", or "Coex" in this documentation.

Why Use WhatsApp Coexistence?

By enabling Coexistence, your clients can enjoy the full capabilities of the WhatsApp API—such as API messaging, Meta Insights, Click-to-WhatsApp (CTWA) campaigns, and more—without losing their existing number, messaging history, or audience.

This is ideal for businesses looking to scale their messaging strategies, while maintaining their current setup. Messages will be mirrored between the mobile App and the API, using echoes.

💬 Message echoes:

• Messages sent via the API will appear in the WhatsApp Business App.

• Messages sent via the App will appear in the Cloud API conversation history.

Key Benefits

• Maintain access to the WhatsApp Business App while using the WhatsApp Business API.

• Message at scale via the API while retaining one-to-one messaging in the app.

• Simplifies migration for businesses already using WhatsApp Business App.

How it works

Sessions and Pricing

Once Coexistence is enabled, sessions from the WhatsApp Business App and the Cloud API are treated independently.

Here’s how the pricing works across different scenarios:

Scenario 1: The end-user sends a message, and your business replies via the WhatsApp Business App.

✅ No charge — messages through the App are free.

Scenario 2: The end-user sends a message, and your business replies via the Cloud API.

💰 Charged — this opens a new conversation session, according to Cloud API conversations pricing.

Scenario 3: Your business initiates a message to the end-user via Cloud API.

💰 Charged — this opens a paid session according to Cloud API rules.

Scenario 4: The end-user sends a message, you reply via the App, and later want to send a message through Cloud API.

💰 A template message must be sent to initiate a session on Cloud API. Charges apply based on the template used.

Scenario 5: The end-user sends a message, you reply via Cloud API, and then continue the conversation through the App.

✅ No additional charge — the Cloud API session is a service conversation, and App usage is free.

In summary:

• Sessions from WhatsApp Business App and Cloud API run in parallel and do not interfere with each other.

• Cloud API conversations are charged as usual; template messages are still required to initiate conversations.

• Messages via the WhatsApp Business App remain free regardless of Cloud API usage.

Clients will also need a 360dialog account and subscription plan, as Cloud API usage and fees are charged normally.

Linked devices

Businesses can link up to four "companion" devices to their WhatsApp Business App (described as "linked devices" in Meta Help Center).

However, after onboarding to Cloud API, all companion apps will be unlinked, you can re-link only supported devices after onboarding.

• WhatsApp for Windows and WhatsApp for WearOS are not supported.

• Messages from unsupported companion devices will not trigger webhooks, so the business won't be able to mirror the message through the API. You can still use the App to respond to this message.

Messages viewed on an unsupported companion device will show a placeholder text instructing users to check their primary device.

While WhatsApp users can still message an onboarded business from an unsupported companion client, these messages will not trigger smb_message_echoes webhooks, meaning the business will be unable to mirror them in their app.

Limitations

WhatsApp Coexistence comes with some functional limitations:

• Standard Business Verification not supported: Standard Business Verification is not available for coexistence accounts. Alternatively, you may use Partner-Led Business Verification (PLBV) or Meta Verified for Business.

• OBA not supported: Official Business Account (OBA/ Blue badge) is not supported for coexistence accounts. You may apply for Meta Verified for Business instead.

Please refer to Meta's feature comparison to understand what features are supported on Cloud API and if there are changes in your WhatsApp Business App.

Coexistence is not compatible with APIs that are not officially supported. So, if that’s your use case, please know that those will be deactivated and 360Dialog cannot offer support for unofficial products.

Geo Restrictions

Some regions do not currently support onboarding WhatsApp Business App numbers into the Cloud API. For the full list of restrictions and supported regions, check Meta’s official documentation.

Important Notes

✅ You can sync message history from the WhatsApp Business App into the Cloud API. ❌ Do not uninstall the WhatsApp Business App—doing so will disconnect the account 🔁 You must open the WhatsApp Business App at least once every 13 days to keep the account active.

FAQ

Eligibility for WhatsApp Business API Access

While the WhatsApp Business API is now accessible for App numbers, it is intended for businesses that are already actively using the WhatsApp Business App and looking to scale their messaging capabilities. Businesses with newly created Business App accounts are not immediately eligible for API access.

Eligibility is determined based on factors such as account tenure and messaging quality to ensure a reliable and effective messaging experience. Meta recommends businesses to use Coexistence only if they are already using the WhatsApp Business App consistently and can benefit from advanced API tools to scale operations.

Are marketing messages sent from a Partner platform via Cloud API supported on the WhatsApp Business App?

Yes, both the WhatsApp Business App and Cloud API support the same types of messages, including Marketing, Utility, Service, and Authentication messages.

Can a business using the Coexistence via Cloud API switch back to WhatsApp Business App with the same number?

Yes. To disconnect your number from the Cloud API, go to Settings > Account > Business Platform and click the Disconnect button.

⚠️ Important: Please do not disconnect the app without first consulting our team to ensure you don’t lose any data and to understand the implications.

• Stop sending messages from your phone number? You do not need to disconnect the number; simply stop sending messages.

• Remove access to the app? This is not possible through the API.

Can a business use their WhatsApp API number to register on the WhatsApp Business App?

No, this process only works for numbers registered in the App. If the number is connected to the WhatsApp API, this CoExistence Onboarding won't work.

Is this solution applicable to larger enterprises?

The primary use case is to assist SMBs that have not previously onboarded to the WhatsApp Business API. The solution is not specifically designed for larger enterprises.

Will businesses with Meta Verified blue badges on WhatsApp Business App maintain their verification when connecting to the WhatsApp Business API?

Currently, the blue badge verification does not transfer between the WhatsApp Business App and Cloud API. You will need to go through the OBA process again.

Is it possible to migrate a number from another BSP to us with COEX enabled?

Yes, it’s possible. To do so:

1. Go to the WhatsApp Business mobile App> Settings > Account > Business Platform and click Disconnect Account to unlink from the current BSP (and Cloud API).

2. Re-onboard the number using 360dialog COEX Onboarding.

Your message history will be preserved after migration.