In 2020, when the world hit pause due to COVID-19, businesses had no choice but to go digital.
From cozy cafes in Delhi to local boutiques in Karachi, everyone scrambled to stay connected with customers. And WhatsApp? It became the lifeline. Especially in countries like Pakistan, where it’s often the go-to communication tool for businesses.
But soon, cracks began to show.
Small retailers and service providers who were using the WhatsApp Business app found it limiting.
They couldn’t manage multiple agents, automate messages, or handle large volumes of chats. \
Naturally, some looked toward the WhatsApp Business Platform (previously known as WhatsApp Business API) for help.
It came with powerful features and also a major catch: switching to the API often meant changing your number and losing your chat history. For many businesses, that was too big a sacrifice.
That’s when Meta stepped in with a smarter solution: WhatsApp Coexistence.
This new feature lets you use both the WhatsApp Business app and the API on the same number—at the same time.
No more “either-or” choices.
Now, businesses can keep their trusted numbers, hold on to old chats, and still unlock all the advanced goodies the API offers.
What is WhatsApp Coexistence?
WhatsApp Coexistence is a feature that enables businesses to operate the WhatsApp Business app and the WhatsApp Business Platform concurrently on the same phone number. This dual functionality allows for seamless integration of manual and automated communication strategies, enhancing customer engagement without disrupting existing workflows.
Think of it as having the best of both worlds:
– The WhatsApp Business app: for personalized, human interaction via mobile
– The WhatsApp Business API: for large-scale, automated, and professional communication through third-party platforms like CRMs
This is a game-changer, especially for businesses that want to scale without losing their human touch.
Key Benefits of WhatsApp Coexistence
1. Seamless Transition Without Data Loss
Previously, upgrading to the WhatsApp Business Platform necessitated deactivating the existing WhatsApp Business account, leading to potential data loss. With Coexistence, businesses can retain all existing chats, contacts, and group information, ensuring continuity in customer interactions.
This is especially critical for businesses that rely on trust, such as:
– Medical and healthcare providers
– Education institutions
– Home service businesses
– Financial consultants
2. Unified Chat Management
Messages received on WhatsApp are synchronized across both the Business app and API interfaces. This synchronization allows teams to manage conversations through their preferred platforms, whether it’s the mobile app or a desktop-based CRM system.
This flexibility is vital for businesses with distributed teams or hybrid work setups.
3. Access to Advanced Features
Integrating the WhatsApp Business Platform unlocks a suite of advanced tools, including:
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Automated messaging and chatbots
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CRM integrations for streamlined customer data management
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Multi-agent support for handling higher volumes of inquiries
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Broadcast messaging capabilities for marketing campaigns
These features enhance operational efficiency and customer satisfaction.
– Verified sender badge
Gain a green checkmark that builds trust and increases message open rates.
All these features together make businesses more responsive, more organized, and better prepared to deliver an excellent customer experience.
4. Cost-Effective Scaling
By enabling the use of existing phone numbers, Coexistence eliminates the costs associated with acquiring new numbers and the potential loss of customer trust linked to changing contact information.
For small and medium-sized businesses (SMBs), this means scaling like a big brand—without spending like one.
Implementing WhatsApp Coexistence
To leverage WhatsApp Coexistence, businesses need an active WhatsApp Business account. The feature is currently in beta, and interested businesses should contact their WhatsApp Business Solution Provider (BSP) to initiate the setup process. Providers like AiSensy offer guidance and support during this transition.
To get started, here’s what businesses need:
- An active WhatsApp Business account on the phone number
- A WhatsApp Business Solution Provider (BSP)—such as Wetarseel.
- A brief onboarding process (usually handled by the BSP)
- Access to the beta version of WhatsApp Coexistence (currently being rolled out gradually)
The BSP plays a critical role here. They:
– Handle the setup and configuration
– Ensure smooth migration and minimal downtime
– Offer training on using API dashboards
– Provide troubleshooting and customer support
Real-World Impact
In Pakistan, where WhatsApp is a primary communication tool for businesses, Coexistence has been transformative. Retailers, educational institutions, and service providers can now enhance their customer engagement strategies without overhauling their existing systems. For example, a local clothing boutique can continue personal interactions via the WhatsApp Business app while simultaneously deploying automated order confirmations and promotional messages through the API.
Common Use Cases for WhatsApp Coexistence
WhatsApp Coexistence is not just a technical upgrade—it’s a practical tool that enhances everyday operations across industries. Here’s how different types of businesses can benefit:
1- Retail & Boutiques
- Use the app for personalized styling suggestions
- Use the API for order confirmations, shipping updates, and promotions
2- Healthcare & Clinics
- Schedule appointments manually via the app
- Send automated appointment reminders or FAQs via the API
Read more: Whatsapp healthcare sector use cases
3- Educational Institutions
- Counsel students and parents on the app
- Share class schedules, fee reminders, or notices automatically through the API
Read more: WhatsApp Education Use Cases
4- Salons & Spas
- Take bookings through the app
- Send festive offers or appointment reminders with automation
5- Logistics & Delivery
- Handle urgent customer queries via the app
- Automate dispatch messages, live tracking links, and delivery confirmations
6- Financial Services
- Personal consultations through the app
- Automated loan status updates, EMI reminders, and KYC alerts via API
Read more: Whatsapp Finance Use Cases
Limitations and Feature Adjustments with Coexistence
While WhatsApp Coexistence offers numerous advantages, it’s important to be aware of certain limitations and changes in functionality:
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Template Messaging Restrictions: Template messages can only be sent through the API interface, not via the WhatsApp Business App.
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Profile Management Constraints: Business profile updates must be managed through the WhatsApp Business App; the API interface does not support profile modifications.
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Feature Disabling: Certain features such as message editing, disappearing messages, view-once messages, live location sharing, and broadcast lists are disabled when Coexistence is enabled.
Integration Requirements and Onboarding Process
Implementing WhatsApp Coexistence involves specific prerequisites and steps:
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Latest App Version: Ensure the WhatsApp Business App is updated to version 2.24.17 or newer to support Coexistence.
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Facebook Page Linking: Linking your WhatsApp Business account to a Facebook Page is a necessary step in the integration process.
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Embedded Signup Process: The onboarding involves an embedded signup that connects your existing WhatsApp Business App to the Cloud API, facilitating seamless integration without data loss.
Operational Considerations and Best Practices
To maximize the benefits of WhatsApp Coexistence, consider the following operational practices:
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Team Training: Educate your team on the functionalities and limitations of both the WhatsApp Business App and the API to ensure effective use.
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Monitoring and Analytics: Utilize analytics tools to monitor messaging performance across both platforms, enabling data-driven decision-making.
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Regular Updates: Stay informed about updates and changes to WhatsApp’s policies and features to maintain compliance and leverage new capabilities.
Conclusion
WhatsApp Coexistence represents a significant advancement for businesses seeking to balance personalized customer service with the efficiencies of automation. By maintaining existing communication channels and enhancing them with advanced features, businesses can improve customer satisfaction and operational effectiveness. As the feature becomes more widely available, it stands to benefit a diverse range of industries, particularly in regions where WhatsApp is integral to daily business operations.
Ready to explore WhatsApp Coexistence for your business? Platforms like Wetarseel can help you make the most of it—without disrupting your current setup. Check out this simple guide to create your Wetarseel account and start combining personal service with smart automation, all in one place.
