WhatsApp Coexistence – Frequently Asked Questions (FAQ)

1. What is the WhatsApp Coexistence feature?
   The WhatsApp Coexistence feature is a new update that allows businesses to use the WhatsApp Business app alongside WhatsApp API and related tools. It enables businesses to manage client interactions through a CRM while keeping their WhatsApp Business app and phone number active for continuity.

2. What is the difference between WhatsApp Business App and WhatsApp API?
   The WhatsApp Business App is a free mobile app for small businesses, offering tools like quick replies, labels, and some automated messages. The WhatsApp API, designed for mid sized- larger businesses, integrates with CRM and other systems, also supports advanced features like, Chatbot, Campaigns, Message templates and multi-agent messaging, but it requires technical setup and may involve higher costs.

3. Why should businesses use the WhatsApp Coexistence feature?
   Businesses can benefit by integrating the WhatsApp Business App with CRM solutions, allowing them to manage communications across both channels, sync chats and contacts, and use advanced features like automation and bulk messaging without disrupting their existing workflows.

4. How do I enable WhatsApp Coexistence?
   To enable it, ensure your business is in a supported country (e.g., India, Mexico, Brazil, Indonesia, the United States, Hong Kong, or Singapore), update your WhatsApp Business app to version 2.24.17 or later, and link your account to a Facebook Page via the app’s settings.

During WhatsApp Cloud API setup, choose the “Connect your existing WhatsApp Business App” option, scan the QR code in the WhatsApp Business App, and sync contacts and chat history (up to 6 months). You can set up Coexistence mode for your WhatsApp Business App in minutes with Chakra Chat - https://chakrahq.com/product/chakra-chat/

5. In which countries is WhatsApp Coexistence available?
   Supported in India, Mexico, Brazil, Indonesia, the United States, Hong Kong, and Singapore, and others.

Not supported - EU, UK, and Russia, etc, currently.

Only businesses registered in countries can currently use the feature.

6. What features are not available when using WhatsApp Coexistence?
   Features like live location sharing and disappearing messages in one-on-one chats are disabled when using WhatsApp Coexistence, as they’re not supported by the API.

7. Will my existing chats and contacts be preserved in Coexistence mode?
   Yes, up to six months of your chat history and all your contacts will sync between the WhatsApp Business app and the API when you enable Coexistence.

8. Are there any additional costs associated with WhatsApp Coexistence?
   The Coexistence feature itself is free, but using advanced API features like bulk messaging or automation may incur costs depending on your WhatsApp Solution provider and usage.

9. What are the technical requirements for using WhatsApp Coexistence?
   You need the latest WhatsApp Business app (version 2.24.17 or newer) and an Official WhatsApp API Solution.

10. How does WhatsApp Coexistence affect data security and privacy?
    It follows WhatsApp’s security and privacy standards to protect your data. However, when using third-party CRM tools, you should also check their security policies.

11. What are the expected drawbacks of using WhatsApp Coexistence?
    Drawbacks can include not having access to features like live location sharing and disappearing messages, and other API-related costs.

12. How long does the WhatsApp Coexistence setup process take?
    Setup takes just a few minutes, but syncing chats and contacts may take up to 6 hours, depending on the volume of existing data.

13. Can I use both the WhatsApp Business App and the CRM simultaneously?
    Yes, you can manage communications from both the app and your CRM at the same time, with chats and contacts syncing between them.

14. Will enabling WhatsApp Coexistence affect my current WhatsApp usage?
    No, it integrates seamlessly, allowing you to keep using the WhatsApp Business app as usual while adding API features. You can create a Coexistence Account in Chakra Chat - https://chakrahq.com/product/chakra-chat/

15. Where can I get support for WhatsApp Coexistence?
    You can access help through WhatsApp’s official support resources or your Chakra Chat provider’s support team - https://chakrahq.com/

16. Why should I use Coexistence instead of just the App or just the API?
    It combines the App’s free, mobile-friendly chat with the API’s automation, templates, and integration capabilities—giving you the best of both solutions.

17. Does using WhatsApp Coexistence cost extra?
    There is NO platform fee for Coexistence mode. You will anyway have to pay the charges for standard API conversation charges for business-initiated templates; Business App chats remain free.

18. How are conversations billed in Coexistence mode?
    Only API messages in 24-hour windows are billed by category (Marketing, Utility, Authentication). All user-initiated (Service) chats are free, as is the case with the Business API alone.

19. Which messages remain free in Coexistence?
    All free-form chat in the Business App and all user-initiated API conversations (Service) are free and unlimited.

20. How do I send templates?
    Template messages (for Utility, Authentication, Marketing) must go through the API (via your BSP) and follow WhatsApp’s template approval process. In Chakra Chat, you can send templates in a few simple steps here

21. Can I reply in the App to API-initiated chats?
    YES, If a conversation was started from the API, you can switch to the App for ad-hoc replies and keep it as the same (free) Service chat.

22. How do entry-point ads work?
    Click-to-WhatsApp ads or “Message Us” buttons will start free service conversations and open a free 24-hour messaging window. These can be part of your Ad CTA in Facebook, Instagram, or other channels

23. How do I avoid duplicate charges?
    You need to coordinate well among team members and channels. It's suggested to use the API for automated/template flows and the App for live agent replies. Avoid sending the same message twice across both channels.

24. What happens if I send a template outside a service window?
    This will open a new business-initiated conversation in its conversation category and will be billed at that category’s rate.

25. How many free service conversations do I get?
    As of Nov 1, 2024, all Service conversations are unlimited and free—there is no monthly cap.

26. Can I send broadcast lists using the Business App with coexistence mode?
    No. In Coexistence mode, broadcast lists are disabled in the business app. You need to use the API’s template messages to broadcast.

27. How do I track my messaging costs in Coexistence?
    You can track your messaging boost in the billing section, WhatsApp’s API Conversation Metrics, to see counts and charges by category. Refer to this WhatsApp API rate card

28. How does message syncing work in Coexistence?
    Messages sent via the Business App appear in the Cloud API shared inbox and vice versa through a message mirroring system called "message echoes.

29. Can I use all WhatsApp Business App features after enabling Coexistence?
    Most features remain, but some, like message revoke, disappearing messages, view once, and live location sharing, are restricted or not synchronized in coexistence mode.

30. Is WhatsApp Coexistence available worldwide?
    Currently restricted in some countries and regions, including the EU, UK, Russia, and others. Supported countries include India, Brazil, Mexico, Indonesia, the USA, Hong Kong, and Singapore. Refer to this link to check for unsupported countries.

31. Do I need to unlink my WhatsApp Business App to use the Cloud API now?
    No, with Coexistence, you can use both simultaneously without unlinking or losing data.

32. How does pricing work with WhatsApp Coexistence?
    Messages sent via the WhatsApp Business App are free, whereas messages sent via the Cloud API are charged based on Meta’s conversation-based or per-message pricing model.

33. Are template messages charged in coexistence mode?
    Yes, template messages sent via the API are chargeable, categorized as Marketing, Utility, or Authentication templates with varying rates.

34. Can I initiate conversations from both the Business App and API?
    Template-based business-initiated conversations must be done via the API and are chargeable; user-initiated chats can be answered from either platform.

35. Can I sync group chats between the app and API?
    No, group chats are not synchronized between the WhatsApp Business App and the Cloud API in coexistence mode.

36. How long does it take to sync chats and contacts?
    Syncing may take a few hours after scanning the QR code and enabling permissions.

37. Can I use multiple devices with the WhatsApp Business App after enabling Coexistence?
    Device linking resets; you may need to re-link devices as the previous multi-device connections may be unlinked.

38. What are the main benefits of WhatsApp Coexistence?

• Retain existing WhatsApp Business App data and contacts.
• Use advanced features like automation, Campaigns, chatbots, and CRM integrations.
• Optimize costs by selectively using free app messaging and paid API messaging.
• Seamless hybrid operation across both channels.