Summary
With Meta’s Coexistence (Coex) solution, you can connect your existing WhatsApp Business App to Wati’s Cloud API platform, without losing data or needing to register your phone number again. Follow this step-by-step guide to complete the onboarding process.
Instructions
Process Overview
Here’s a quick overview of the 5-step process to connect your number using WhatsApp Coexistence:
Step 1: Choose your onboarding method
Step 2: Begin Coexistence setup
Step 3: Link your WhatsApp account using a QR code
Step 4: Choose whether to import chat history
Step 5: Confirm the connection
Step 1: Choose your onboarding method
When starting the setup on Wati:
You’ll be asked to choose between:
Connect your phone number (MM Lite)
OR
Connect your WhatsApp Business app (WhatsApp Coexistence)
Choose the WhatsApp Business app (WhatsApp Coexistence).
What do you need for the WhatsApp Coexistence onboarding process?
Ensure you have gone through the following checklist:
You should be using WhatsApp Business App already for your business i.e. your number is connected to the WhatsApp Business App.
Currently, Meta is not allowing businesses to onboard via Coex from select countries. Check that your country is NOT listed in the below list. To learn more about this, click on this link.
Check that you are using the latest version of WhatsApp Business App i.e. version 2.24.17 or newer.
You will need a Facebook Business Page for your business.
Step 2: Begin Coex setup
Click Continue with Facebook to start.
Log in to your Facebook Business Page.
Ensure you have admin access to this Facebook Business page.
Grant required permissions when prompted in the next page.
Next, select your existing Business Portfolio used in your WhatsApp. You should see it when you click on the dropdown under Business Portfolio.
Upon selecting the Business Portfolio, other details such as Business Name will be prefilled based on the available information.
We highly recommend entering your website URL to avoid account setup issues.
In the next step, you’ll see a prompt asking you to connect your existing WhatsApp Business App.
Select the option “Connect your existing WhatsApp Business app”
After selecting the option to connect existing WhatsApp Business app, you will be prompted to add your WhatsApp number.
Ensure you update your country code under ID.
Enter the phone number you’re already actively using in the WhatsApp Business App.
You will now need to confirm your WhatsApp Business account name in the next step.
We recommend keeping your existing Business account name the way it is.
Under time zone, select the same timezone you were using in your WhatsApp Business app.
Step 3: Link your WhatsApp account using QR code
You should be seeing a screen titled Share Contacts and Chats, showing you a QR code.
You would have received a message from Facebook Business on your WhatsApp Business App.
Open the message, click Connect and then Connect to the Business Platform
Step 4: Choose whether to import chat history
Once the QR code is scanned, you’ll be asked if you want to import past chats into Wati.
Some important points to note:
All contacts will be imported automatically.
You can import up to 6 months of 1:1 chat history and 2 weeks of multi-media history.
Group chat history will not be imported but will stay intact in WhatsApp Business App.
Importing is enabled by default - you can choose to skip it.
If you skip it now and change your mind later, you’ll need to offboard and onboard again(do the Coex onboard process all over again) to import chat history.
Step 5: Confirm the connection status
Now scan the QR code.
The connection process can take up to 2 minutes.
After a successful connection:
All contacts will be imported automatically.
Chats will be imported based on your selection.
Wati will automatically receive confirmation from Meta.
You’ll see a confirmation screen in the WhatsApp Business App (can also be found under Settings > Account > Connect to Business Platform).
Note: Please note that if the connection fails, you will land on Account Status page in Wati and see an appropriate error message. Additionally, you’ll be given the option to restart the process using either Coex or MM lite.
Wati will automatically begin syncing your contacts chat history(including media).
Data | Sync type | Timing |
All contacts | Background sync | Immediate |
Chat history (last 24 hours) | Real-time sync | Immediate |
Chat history (last 90 days) | Background sync | Begins immediately |
Chat history (last 6 months) | Background sync | Begins immediately |
What’s next after the contacts and chat history are synced?
Once contacts and chats are synced, you'll see the contacts listed on the Contacts page in Wati with the source tag “WhatsApp Business App.” The synced chats will also appear in the Team Inbox.
How to check your WhatsApp number connection status in Wati?
To check your WhatsApp number connection status, click on More and then Channels. You should see the status of your number on this page.
Review Automations
The WhatsApp Business App includes basic automation features such as greeting messages and away messages. If you’ve been using these automations in the WhatsApp Business App, remember to turn them off before starting to use Wati. You can set up similar(and many more) automations in Wati using Rule-Based Automation to ensure everything works smoothly.
Linked Devices
Linked devices let users securely use WhatsApp on any of their devices, so they can stay connected wherever they are. Users can link up to four devices to their primary phone at once.
Similarly, businesses can link up to four companion devices to their WhatsApp Business app account.
For businesses, all companion devices are supported, except WhatsApp for Windows and WhatsApp for WearOS, which are not currently compatible.
Note:
When a business switches to the Cloud API with their existing WhatsApp Business account and phone number, all linked devices (companion apps) will be unlinked automatically. After that, the business can re-link any supported devices.
WhatsApp users can still message the business using unsupported companion apps. However, those messages won’t appear in the business’s app, so the business won’t be able to see or respond to them from their own system.
If a business sends a message and it’s viewed on an unsupported companion device, the message will show a placeholder text, asking the user to check the message on their primary device instead.
Pricing after onboarding with WhatsApp Coexistence
Once your business is set up on the Cloud API, messages you send through the WhatsApp Business app will still be free. However, messages sent via Wati will follow Meta’s Cloud API pricing.
Multiple Numbers support for WhatsApp Coexistence
The Multiple WhatsApp Numbers feature in Wati lets you connect up to 15 phone numbers to one Wati account(on the Business plan), so you can manage all your numbers in one place.
You can onboard each number using either the WhatsApp Coexistence onboarding process or the MM Lite Embedded Signup method. For example, if you want to connect two numbers, you can onboard one through WhatsApp Coexistence and the other through MM Lite Embedded Signup.
All contacts and chats from your connected numbers will appear in the Contacts tab and the Team Inbox tab, respectively. You can distinguish contacts uploaded from the WhatsApp Business app by sorting them using the Source label “WhatsApp Business app.”
Your team members can manage conversations directly within the Team Inbox. For numbers connected via WhatsApp Coexistence, chats are synced to the Team Inbox in real time, ensuring seamless collaboration.
Frequently Asked Questions (FAQs)
General Questions
1. What is WhatsApp Coexistence (Coex)?
→ WhatsApp Coexistence (Coex) is a solution by Meta that allows you to connect your existing WhatsApp Business App to Wati’s Cloud API platform without losing data or re-registering your phone number.
2. What are the benefits of using WhatsApp Coexistence?
→ Coex lets you migrate to Wati’s Cloud API while retaining your chat history, contacts, and phone number, ensuring a seamless transition.
Onboarding Process
3. What are the steps to onboard using WhatsApp Coexistence?
→ The process involves:
Choosing WhatsApp Coexistence as your onboarding method.
Beginning the Coex setup via Facebook Business.
Linking your WhatsApp account using a QR code.
Choosing whether to import chat history.
Confirming the connection status.
4. What do I need before starting the Coex onboarding?
→ Ensure:
You’re using WhatsApp Business App (version 2.24.17 or newer).
Your country is eligible for Coex onboarding.
You have a Facebook Business Page with admin access.
5. Can I import my chat history after skipping it initially?
→ No. If you skip importing chat history during onboarding, you’ll need to offboard and onboard again to import it later.
Technical Requirements
6. Which WhatsApp Business App version is required for Coex?
→ You need version 2.24.17 or newer of the WhatsApp Business App.
7. What happens to my linked devices after switching to Cloud API?
→ All linked companion devices will be unlinked automatically. You can re-link supported devices afterward.
8. Are all companion devices supported after migration?
→ No. WhatsApp for Windows and WhatsApp for WearOS are not supported. Messages sent/received on unsupported devices won’t appear in Wati.
Data and Sync
9. What data is imported during Coex onboarding?
→ All contacts are imported automatically. You can also choose to import up to 6 months of 1:1 chats and 2 weeks of multi-media history (group chats are not imported).
10. How long does it take to sync contacts and chat history?
→ Contacts sync immediately. Chat history sync varies:
Last 24 hours: Real-time sync.
Last 90 days & 6 months: Background sync (begins immediately).
11. How can I check my WhatsApp number connection status in Wati?
→ Go to More > Channels to view your number’s connection status.
Pricing and Multiple Numbers
12. How does pricing work after migrating to Cloud API?
→ Messages sent via WhatsApp Business App remain free. Messages sent via Wati follow Meta’s Cloud API pricing.
13. Can I connect multiple numbers using WhatsApp Coexistence?
→ Yes. Wati supports up to 15 numbers per account on the Business plan, which can be onboarded via Coex or MM Lite Embedded Signup.
Troubleshooting
14. What should I do if the connection fails?
→ You’ll see an error message on Wati’s Account Status page and can restart the process using Coex or MM Lite.
15. Do I need to disable WhatsApp Business App automations before using Wati?
→ Yes. Turn off greeting/away messages in WhatsApp Business App and set them up in Wati using Rule-Based Automation for smoother operations.
Other Common Questions
16. Can I use a personal or non-business WhatsApp number for this?
→ No. This feature only supports numbers that are already registered with the WhatsApp Business app. Personal WhatsApp numbers are not compatible.
17. If I’m already subscribed to Meta Verified, will I keep my blue checkmark?
→ Yes. If you onboard a number that is already subscribed to Meta Verified, the blue checkmark will remain. However, if you use the legacy method (removing the number from the WhatsApp Business app before onboarding), the checkmark will be lost.
18. What should I do if I don't receive the code from Facebook on WhatsApp?
→ First, check if you've previously received any verification codes from Facebook on your WhatsApp account. If so, simply click the Continue button to proceed.
19. How do I disconnect WhatsApp Coexistence from Wati?
→ On your phone, open the WhatsApp Business app and go to: Settings → Business Tools → WhatsApp Business Platform and you will find the option to disconnect.
