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WhatsApp Coexistence

The WhatsApp Coexistence feature allows companies to use the WhatsApp Business App (on phone) and the WhatsApp Business APIs (through Quoting24 or other software) at the same time on the same phone number.

This is a significant breakthrough, because previously activating the APIs required deleting the WhatsApp Business account on the phone, preventing manual use of the app.

Benefits of Coexistence

By enabling coexistence, you can get the best of both worlds:

  1. Human and Personal Interaction (Business App):

    • Continue using WhatsApp on your smartphone as you always have.
    • Reply manually to customers when needed.
    • Step in manually from the phone when direct customer handling is needed.

  2. Power and Automation (Business API):

    • Connect Quoting24 to manage high volumes of requests.
    • Use bots for auto-replies and contact qualification.
    • Send structured quotes directly from the management software.
    • Manage chats as a multi-user team through the web platform.

In short: you can automate the heavy work with the APIs, while keeping the ability to personally step in from your phone for special cases.

Requirements

To enable coexistence, some technical requirements must be met:

  • Updated App: Make sure you have the latest version of WhatsApp Business installed on your device.
  • Verified Business Account: You may need to complete company verification in Meta Business Manager.

How to enable Coexistence

The process follows the "Embedded Signup" flow used to activate the official APIs.

  1. Start the connection: Begin the number connection process from Quoting24: your BSP (Business Solution Provider).
  2. Choose the number: Select the phone number that is already active on the WhatsApp Business App.
  3. Eligibility check: The system checks that the number and account meet Meta's requirements.
  4. Guided confirmation: Complete the steps required by the Meta and Quoting24 flow.
  5. Activation: Once the process is complete, the APIs are enabled on the existing number and can work in parallel with the app.

Important Notes

  • Synchronization: Messages sent from the app and those sent from the APIs will be visible on both platforms within the technical limits defined by Meta.
  • Costs: Messages initiated through API (e.g. quote sending, templates) follow Meta's price list. Manual replies from the app remain free.
  • Limitations: Some activities performed from the app may not be automatable by Quoting24 and remain managed directly from the WhatsApp Business App.

Important limitation: "Cold Chat" (spontaneous conversations)

It is possible to start a new conversation with a customer directly from the WhatsApp Business App.

However, this conversation cannot be continued on Quoting24.

The reason is technical and relates to Meta's rules:

  1. A message sent manually from the App does not open the 24-hour customer service window for the APIs (unlike a customer message).
  2. Since it is not a paid "Template Message" approved by Meta, it does not create a valid session for the software.

Consequence: You will see the message on Quoting24 thanks to synchronization, but you will not be able to reply or send other messages from Quoting24 within that chat until the customer replies to your message.

Only the customer's reply unlocks the conversation and allows Quoting24 to intervene.

Number already in coexistence with another provider

If the number is already in coexistence with another provider and needs to move to Quoting24, follow WhatsApp API migration.